Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 78

Customer Success Definition Customer Journey Customers 78

Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle. need a customer journey map? Do I really ( really!?)

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Customer Success Social Media 52

ChurnZero

MAY 18, 2021

Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? A good customer journey map is like Google Maps for your customers. It helps you tell the story of your customer’s experiences with your brand across all touchpoints.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

Totango

JUNE 17, 2021

Segmenting your customers based on health enables you to take appropriate action to promote satisfaction. For example, customer success managers may reach out to customers with high health scores to cultivate sales opportunities. Customer Success Email Campaigns. The post What Is Customer Segmentation?

Definition 71

Definition B2B Customer Journey Mapping Customer Journey 71

Totango

APRIL 2, 2019

So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping. And that information helps you implement the right customer success strategy. The Customer Journey Stages, Step by Step. How would they define success?

Customer Journey 107

Customer Journey Customer Journey Mapping Events Demo 107

Amity

JANUARY 16, 2017

As we observe momentum building up in Europe around the emerging role of customer success, I’d like to share a few thoughts around this business metamorphosis we are witnessing. This inspired me to create a series of some reflections around recurring themes and which I have called “Customer Success of Things” (CSoT).

Definition 52

Definition Customer Success Customer Journey Sales 52

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 95

B2B Customer Success Customer Service B2C 95

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

Customer Success 52

Customer Success 2023 Customers Consulting 52

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 114

Customer Success Customer Journey Brands Customers 114

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Speaker: Jennifer Chiang , Head of Customer Success, Seso.

Customer Success 97

Customer Success Leadership Webinar Metrics 97

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Journey Net Promoter Score 52

Totango

FEBRUARY 21, 2020

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

2020 83

2020 Customer Success Connections Customer Journey 83

Education Services Group

JANUARY 25, 2022

For some, monetizing Customer Success may feel like a long way off. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. A tiered pay structure that encompasses the entire customer lifecycle.

Customer Success 52

Customer Success Net Promoter Score Customers Customer Journey 52

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

Experience Investigators by 360Connext

AUGUST 20, 2024

Every employee, regardless of their role, should feel empowered to shape the customer experience. Give employees tools to share feedback about the customer journey. Provide any background you can around the current understanding of your customers. Onboarding training needs to call this out specifically.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

ChurnZero

SEPTEMBER 2, 2022

Does your company understand the potential of Customer Success? Unfortunately, a few CEOs still think it’s just a trendy name for customer support, or believe that CS is there to schedule meetings and keep customers happy. Your CS team’s success depends on how your organization sees your role.

Customer Success 98

Customer Success Customers Communication Customer Journey 98

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey.

Sales 92

Sales NPS Customer Success Customer Journey 92

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. TSIA Resource: The State of Customer Success: 2021.

Customer Success 78

Customer Success Workshop 2021 Webinar 78

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success B2B Webinar Consulting 73

Experience Investigators by 360Connext

AUGUST 17, 2021

That means creating a CX Strategic Council with leaders who are essential to recognizing, identifying, and improving the right moments along the customer journey. . That means the team will hear different perspectives, different aspects of the customer journey, and learn and celebrate with leaders they might not work with ordinarily.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

Education Services Group

AUGUST 16, 2022

Customer Success Plans are key to starting your customer relationships off on the right foot. CSMs use them to guide their first interactions with the customer, helping them clarify and set expectations, set up an action plan for moving forward, and establish critical milestones to work toward through the customer journey.

Sales 52

Sales Customer Success Leadership Customer Retention 52

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

Totango

APRIL 25, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of choosing a platform that doesn’t allow you to create inspiring customer journeys. Out-of-the-Box Functionality .

Customer Journey 89

Customer Journey Customer Success Definition Blog 89

Gainsight

JULY 11, 2023

Whatever the case, one thing is for sure — education has a special meaning when it comes to Customer Success. Essentially, both are about helping a customer adopt behaviors to drive the business outcomes they are seeking. And it’s that aligned mission that makes it a natural step in the evolution of Customer Success.

Customer Success 40

Customer Success Net Promoter Score Social Media Customers 40

ChurnZero

MARCH 4, 2022

This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Let’s pick one use case – managing customer feedback – to examine a bit closer. Score all the forces. Create an action plan.

Customer Success 95

Customer Success Presentation Article Customers 95

Experience Investigators by 360Connext

DECEMBER 15, 2023

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Share what is next as you improve the journey! Sugarcoating their reality won’t build trust. Dive into dashboard details.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. Customer Success Skills. Data Management.

Customer Success 72

Customer Success Books Definition Customers 72

Totango

FEBRUARY 22, 2021

By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!). Changing the Customer Success Game.

Customer Success 62

Customer Success 2020 Hospitality 2003 62

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. We are in a more mature phase with a wide range of customers (low to high touch).

Customer Success 52

Customer Success Leadership Webinar Metrics 52

SurveySensum

NOVEMBER 18, 2021

Custom satisfaction surveys are quick and effortless surveys that gather in-the-moment feedback at key touchpoints across the customer journey and analyze the performance at each touchpoint. . It can be a major business ally when used strategically and deployed at important points of customer interactions.

Customer Satisfaction 52

Customer Satisfaction Definition Webinar NPS 52

SurveySparrow

JANUARY 22, 2020

You can completely erase such a possibility by resorting to a good customer success platform. What is a Customer Success Software? What are the benefits of a good customer success software? What are the benefits of a good customer success software? Hyper-target customers.

2020 72

2020 Customer Success Demo Definition 72

CustomerSuccessBox

DECEMBER 30, 2021

B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. Customer Success depends on the ability to retain and build healthy relationships with customers.

2021 52

2021 Customer Success Net Promoter Score 2022 52

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The key takeaway?

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

CustomerSuccessBox

MARCH 14, 2022

According to a research study done by Mordor Intelligence, the compound annual growth rate estimated for the global customer success management market, let alone in the timeframe of 5 years (2021-2026) is estimated to be 25.02%. Thus it’s safe to conclude that the customer success industry is a powerful play for a career plan.

2022 52

2022 Customer Success 2026 Download 52