Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? However, these are primarily sales functions, not customer success functions.

Net Promoter Score 94

Net Promoter Score Return on Investment Sales Customer Journey 94

Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. Yes, there must be a foundation of quality product design and thorough onboarding, but customer education goes beyond how a product works to revealing how customers can reach outcomes faster.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. Maximize Your Return on Investments. From there, you’re able to generate customer momentum and reduce the time-to-value.

Return on Investment 75

Return on Investment Competitive Advantage ROI Communication 75

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.

Customer Success 69

Customer Success Culture 2025 Webinar 69

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? In this issue of the SaaS Tattler, we continue our list of Customer Success articles that are certified classics. Get your free Customer Success Hero shirt!

Article 48

Article Customer Success Return on Investment Customer Journey 48

SmartKarrot

APRIL 15, 2022

Role: Vice President of Customer Success Location: Phoenix, AZ, US (Hybrid) Organization: Chime Technologies Inc. As a Vice President of Customer Success, you will drive customer success outcomes by influencing product adoption, customer satisfaction, and overall customer success.

Customer Success 19

Customer Success Return on Investment Webinar Leadership 19

Lumoa

APRIL 28, 2024

If you are still not convinced and are looking for arguments for your new software purchase, here are three statistics to prove why CX platforms can significantly affect your business: Increased Customer Lifetime Value : Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

SmartKarrot

JANUARY 19, 2023

Role: Customer Success Specialist Location: Remote, Kelowna, BC Organization: Fullscript As a Customer Success Specialist, you will assist practitioners and patients through three main channels: phones, emails, and live chat. Develop a deep understanding of technology to help create customer success best practices.

Customer Success 19

Customer Success Insurance Return on Investment Metrics 19

Eptica

MARCH 28, 2018

Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. This requires understanding what causes customers to leave, taking action to fix issues and then measuring improvements in retention rates.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Ecrion

MARCH 27, 2020

Before I go any further, let me state that I’m a practitioner and proponent of the Customer Success (CS) movement. Customer Success is about ensuring B2B customers achieve their desired outcomes from the relationship with their vendor. Defining a Successful Customer Experience Project.

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. After that, you must look for leading indicators and trailing indicators of success.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Lumoa

JUNE 30, 2022

You can either use data that shows these insights are representative or include other sources of feedback in your CX program to paint a fuller picture of your customer experience across different stages of the customer journey. How do you establish that customer experience brings a great return on investment?

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Lumoa

FEBRUARY 16, 2023

Learning what your customers think about your products or services isn’t difficult. Customer experience templates, customer survey templates, or customer satisfaction survey templates allow you to make informed decisions on improving the customer journey. Without customers, there is no business.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. That’s the perfect recipe for success!

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

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.).

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

SmartKarrot

APRIL 26, 2021

Work effectively with all peers and the stakeholders in Sales, Marketing, Operations to negotiate and influence customer improvements. Continually develop improvements and embed successful change projects. Advise customers on how to improve their performance and increase their return on investment.

Customer Success 10

Customer Success Net Promoter Score Multi-Channel Return on Investment 10

Amity

FEBRUARY 9, 2016

Join Kia Puhm, Former VP of Customer Experience at Eloqua, on February 23 at 1pm ET , to learn how you can define and manage your customer lifecycle. • Retain Loyal Customers with these 3 SaaS Renewal Strategies. Unlike traditional business models, for a SaaS business, the customer journey beings with the purchase.

Customer Journey 60

Customer Journey Customer Retention Return on Investment Customer Success 60

Confirmit

OCTOBER 18, 2018

Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than new ones, customer retention has often taken a back seat to driving sales. What Are the Benefits of Customer Retention?

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

SurveySensum

JULY 2, 2024

What is a Customer Feedback Tool? A customer feedback tool helps business teams, typically customer success or customer experience create, distribute, and gather feedback data in real-time. Ease of use The right customer feedback tool should save you time and effort. Choose a tool that is easy to use.

Feedback 52

Feedback 2024 Multi-Channel NPS 52

ChurnZero

APRIL 3, 2020

Customer Success helps your customers realize value with your product. But how do you systematically ensure they maximize their return on investment? EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Success Customer Journey 52

Gainsight

APRIL 30, 2021

One of the best parts of the Customer Success community is the feeling that we are all in it together as CS evolves. Customer Success peers help each other out more than any other profession I’ve seen in tech. In particular, we repeatedly hear three questions: Who owns each part of the customer lifecycle?

Return on Investment 98

Return on Investment Customer Success Sales Customer Centricity 98

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.

Customer Journey 63

Customer Journey Net Promoter Score Sales E-support 63

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. What is Customer Success?

Customer Success 52

Customer Success Customer Retention Return on Investment Customer Journey 52

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

SmartKarrot

MARCH 2, 2022

Everyone talks about it but upsell is the least discovered aspect of customer success and sales. It is one of the biggest post-sales revenue generation points. You attempt to prospect and enhance the revenue streams from existing customers. This is why expansion revenue from existing customers is important.

Return on Investment 19

Return on Investment Customer Success Reference Customers 19

Kayako

APRIL 15, 2019

Shockingly, these companies outperformed by more than 679% in the same 10 year period and offered an 830% return on investment. “A customer’s experience with a business starts with the first touch.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

SmartKarrot

JULY 13, 2020

Through upsells they are able to increase their return on investment. Increase in Customer Lifetime Value: It is one of the most sought after metrics in SaaS customer success. Companies expect every customer to stay for long term and spend more on their business. A customer success upsell is a team effort.

Customer Success 10

Customer Success Management Return on Investment Touchpoint 10

SmartKarrot

NOVEMBER 11, 2022

Customer Success Manager Location: American Fork, UT (Hybrid) Organization: Journeyfront As a Sr. Customer Success Manager, you will build relationships with customers, resolve concerns, and continually delight them with a positive, customer-centric attitude. Apply here: [link]. Apply here: [link].

Customer Success 3

Customer Success Return on Investment Government Metrics 3

Kustomer

MARCH 3, 2022

I want to know what sales is doing. I want to know what the customer success team is doing, support, product, so on and so forth. ” When teams are interconnected, not only on the customer experience side but throughout the whole organization, the company is more likely to retain customer loyalty.

Customer Experience 59

Customer Experience Definition Healthcare Customers 59

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success.

White Paper 71

White Paper Advertising Sales Social Media 71

Education Services Group

JUNE 21, 2021

An Interview with Maranda Dziekonski, SVP of Customer Success and People at Swiftly. Human capital management (HCM) in Customer Success can mean slightly different things to different organizations, but it all boils down to making your employees successful so they can make your customers successful.

Customer Success 52

Customer Success Management 2001 Customers 52