Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 87

Customer Success Customer Journey Customers Customer Retention 87

Education Services Group

JUNE 20, 2023

Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. We’ve talked Awareness, Consideration, and Acquisition.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Touchpoint Customer Success 52

Education Services Group

JULY 5, 2023

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. Eventually, subscriptions come up for renewal, and that’s when the customer decides if they want to continue their relationship with you or cut ties indefinitely.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Loyalty Touchpoint 52

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey 92

Customer Journey 2021 Customer Journey Mapping Touchpoint 92

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. In our field, the composition of Customer Education teams can vary wildly. Maybe both?

Customer Success 52

Customer Success Management Customers 2015 52

Totango

DECEMBER 3, 2019

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. What Do Customer Success Managers Do?

Customer Success 71

Customer Success Management Metrics Customer Journey 71

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Customer Retention Metrics 52

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 71

Customer Success Management Net Promoter Score Metrics 71

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 63

Customer Success Management Net Promoter Score Metrics 63

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey 73

Customer Journey 2021 Customer Journey Mapping Touchpoint 73

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 97

Innovation Customer Success Document Government 97

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc.

Customer Success 52

Customer Success ROI Webinar Metrics 52

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 80

Customer Success Customer Journey Customers Engagement 80

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey 62

Customer Journey 2021 Customer Journey Mapping Touchpoint 62

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

Totango

OCTOBER 1, 2019

Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way. Because the customer journey is not linear, your customers may be split between your sales and customer success team. Escalation.

Customer Journey 81

Customer Journey Voice of Customer Customers Metrics 81

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Never Stop Iterating.

2022 83

2022 Customer Success Insights Customer Journey 83

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 76

Customer Success Definition Customer Journey Customers 76

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business.

2022 52

2022 Customer Success Customer Journey Mapping Net Promoter Score 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter?

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Totango

JUNE 8, 2021

How do you measure engagement rate? KR: At Monster, we measure engagement rate by the number of people that actually click through the email. From there, we decide which customer journey we put them down. . . What do we learn in our existing customer journeys and what do we want to take from that?

Customer Journey 117

Customer Journey E Commerce Webinar Communication 117

ChurnZero

APRIL 27, 2022

To positively and effectively influence all of these, you must be able to measure value realization. Learn how to measure value realization. Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. .

Measurement 52

Measurement Chief Customer Officer Definition Metrics 52

Gainsight

MARCH 26, 2024

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Filley’s first priority was understanding the health of the customers in her book of business.

Customer Success 52

Customer Success Document Webinar Metrics 52

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.

Customer Journey 105

Customer Journey Customer Journey Mapping Events Demo 105

ProProfs Chat

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A A common picture of the present time) – Most companies take customer satisfaction seriously but unfortunately, not everyone is successful. Did you know?

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Insights Customer Success NPS 81

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . You need to layout your journey first. Customer Success is a rapidly evolving function. You have a large number of customers.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 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. While it may still be too early to measure the full impact of this strategy, the early indicators are encouraging.

Sales 90

Sales NPS Customer Journey Customer Success 90

delighted

JULY 13, 2022

In fact, onboarding a new customer is between 5x and 25x more expensive than retaining a customer you already have. . Below, we take a closer look at what customer loyalty is, why it’s important, how to measure customer loyalty, plus our tips for keeping your customers loyal for longer. Net Promoter Score.

Loyalty 84

Loyalty Measurement Net Promoter Score Customer Retention 84

Totango

SEPTEMBER 12, 2019

If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges. Plus, you can use it to improve standardized processes and better serve customers in the future. Onboarding.

Customer Journey 70

Customer Journey Insights Customer Relationships Customers 70

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. This information can, in turn, influence product updates, customized offerings, and internal workflows. The Importance of Measuring Customer Experience. Did certain features play a part?

Measurement 85

Measurement Customer Experience Net Promoter Score Effort Score 85

CSM Magazine

JUNE 17, 2024

They’re tracked and set using specialist OKS software and they can form an essential part of: Employee engagement Performance management Goal setting Why do Customer Service Teams Need OKRs? They’re also a hugely powerful performance management tool that can help organisations measure success.

Customer Service 52

Customer Service 2024 Customer Satisfaction Measurement 52