ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

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Customer Success Touchpoint Chief Customer Officer Customers 90

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

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Customer Success Webinar Customer Journey Customer Journey Mapping 64

SmartKarrot

APRIL 25, 2023

Role: Vice President of Customer Success Location: Englewood, CO, United States (Remote) Organization: WOW! Internet, Cable & Phone As a Vice President of Customer Success, you’ll by using customer journey mapping and creating standardised interventions for each stage of the trip, define and optimise the customer lifetime.

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Customer Success Net Promoter Score Roadmap Customer Journey Mapping 19

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

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Customer Success Culture 2025 Webinar 69

ChurnZero

APRIL 8, 2020

This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping.

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Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Financial data (sales, churn, etc.)

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Webinar Management Touchpoint Customer Journey 54

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

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Customer Success Customer Journey Mapping NPS Presentation 45

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Financial data (sales, churn, etc.)

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journeys & Journey Maps. Financial data (sales, churn, etc.)

Webinar 48

Webinar Management Touchpoint Customer Journey 48

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Touchpoint 98

Touchpoint Webinar Customer Success Events 98

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

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Customer Success Customer Journey Mapping Sports Customer Journey 85

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account?

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Customer Engagement Engagement Customer Journey Mapping Definition 112

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

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Customer Success Net Promoter Score Customer Journey Metrics 61

ChurnZero

JULY 9, 2021

Conflating or wrongly defining these groups has long-lasting consequences including increased customer churn, reputational damage, and cross-functional animosity. While the whole organization plays a role in defining customer fit, Customer Success is the one who’s forced to bear the brunt of a bad-fit customer’s unhappiness and frustration.

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Customer Success Customer Journey Mapping Sales Customers 75

ChurnZero

APRIL 3, 2020

Customer Success helps your customers realize value with your product. EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities. During this webinar, we covered: The types of customer reviews and when to use them.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Success Customer Journey 52

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account?

Customer Engagement 87

Customer Engagement Engagement Customer Journey Mapping Definition 87

ChurnZero

MARCH 11, 2020

I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. When I ran Customer Success at PeopleMatter I interviewed every customer who canceled their services with us. marketing, sales, finance, operations budget, etc.).

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ROI Customer Journey Mapping Webinar Return on Investment 52

ChurnZero

OCTOBER 11, 2019

If you work in a B2B SaaS company, you know that across the board, Q4 is always the biggest sales quarter of the year. With the end of year being the busiest buying season, it then also in turn becomes the heaviest renewal period for Customer Success teams. Upcoming Customer Success Webinar.

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Webinar Customer Journey Mapping Touchpoint Customer Success 66

ChurnZero

FEBRUARY 14, 2020

As a thoughtful touch, their Customer Success Manager will include a handwritten, personal note. Reclaim the lost art of putting pen to paper to let your customers know it’s real. Show up for your customers every day, not only when it’s conducive to your commissions, and you’ll lay the groundwork to gain a partner for life. .

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Net Promoter Score Customer Journey Mapping Webinar B2B 64

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. If you missed the webinar, you can watch it on-demand. Q&A Recap.

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Customer Journey Mapping Customer Journey Customer Success Leadership 72

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. What helped you build your customer journey map and what were the main factors you took into account?

Customer Engagement 62

Customer Engagement Engagement Customer Journey Mapping Definition 62

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m.

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Webinar Customer Success Customer Journey Mapping Culture 40

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Reimagining the way processes work can tremendously improve customer experience.

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Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

ChurnZero

DECEMBER 16, 2022

As a CSM, do you have to chase customers into doing the bare minimum required to see product gains, whether it’s responding to an email, showing up to a meeting, or finishing a task? Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T.

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Customer Success Customers Metrics Financial 98

ChurnZero

NOVEMBER 2, 2018

One of the biggest misconceptions about NPS is that it is the sole responsibility of the Customer Success/Customer Service department. However, EVERY single employee in any given company has an impact on the customer’s experience and can ultimately benefit from their feedback. NPS Is Not the Only Answer. NPS Cheat Sheet.

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NPS Net Promoter Score Customer Journey Mapping Metrics 95

Totango

MARCH 2, 2021

Mapping out your customer journey stages empowers you to optimize each step for a satisfying experience that promotes higher retention. In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process.

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Customer Journey Net Promoter Score Sales E-support 63

ClientSuccess

JANUARY 12, 2021

While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. Instead of trying to take a completely new approach to working with customers, CSMs should try to build off of what they learned this past year.

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2021 Customer Success 2020 Customer Journey Mapping 53

Confirmit

MAY 29, 2018

Design : Design your program to deliver both tactical and strategic benefits, mapped to your key business objectives. Listen: Put in place multi-channel data collection to ensure your customers can provide feedback in the way that suits them, driving high response rates and greater insight. When to Collect the Voice of the Customer?

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Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40