Kapta Customer Success

OCTOBER 23, 2024

The Importance of a Seamless Sales to CS Handoff The handoff from the sales team to the customer success team is a critical juncture in the customer journey. A seamless handoff sets the tone for the entire customer experience and can make or break the relationship.

Sales 59

Sales Customer Journey Customer Success Customer Experience 59

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Touchpoint 122

Touchpoint Customer Journey B2B Customer Journey Mapping 122

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. Keep in mind that onboarding can also begin in the presales process.

Customer Journey 126

Customer Journey Customer Retention Sales Customers 126

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? Personas are often used in marketing and sales efforts, and those names apply to those types of personas. Customer Service Blueprinting.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

JANUARY 5, 2022

You also included less structured measurements, like what customers were telling you in user reviews. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. Related Resources: [Guide] CX Success Statement Workbook.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

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

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

Gainsight

SEPTEMBER 5, 2022

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. The process required a lot of hands-on attention, with new departments and customer success agents being added to meet evolving needs. Value realization.

Customer Journey 98

Customer Journey E-support Touchpoint Webinar 98

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Where on the journey should we ask for feedback?

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Help Scout

JUNE 15, 2021

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

Customer Success 116

Customer Success Customer Experience Customers Customer Journey 116

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

ChurnZero

DECEMBER 15, 2021

When the responsibilities of Customer Success are confined to a single department, your Customer Success efforts become like a drop in the ocean. Customer Success should ripple out from the Customer Success team through other departments. Customer Success Software & Sales.

Sales 98

Sales Customer Success Marketing Net Promoter Score 98

Gainsight

DECEMBER 18, 2024

Your Sales team has just closed a major deal. Your Sales team rings the gong, and CRM lights up with the detailscontact information, deal value, and the goals your new customer hopes to achieve. The baton gets passed to Professional Services and Customer Success. Its a moment of celebration. But now what?

Customer Journey 52

Customer Journey Sales Customer Relationships Customer Success 52

Customer Bliss

MAY 17, 2019

I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms. Create a Customer-Focused Culture .

Customer Success 131

Customer Success Customer Voice Culture Document 131

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . With the potential for churn dramatically increasing, customer success is a key priority. Leading the charge. Expert collaborators.

Customer Success 115

Customer Success 2022 Culture 2021 115

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

InMoment XI

JANUARY 10, 2023

Do you need a customer experience manager dedicated to managing this effort? Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. Let’s find out. What Kind of Background Should a CX Manager Have?

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Experience Investigators by 360Connext

MARCH 8, 2021

The CX Success Statement is really helpful here.). If you have a customer journey map, or you’re working on one, this is also a great thing to introduce here! How We Lead on Behalf of our Customers. How are customers included in decision making? This is where customization can be important. Empathy mapping.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. In particular, you need to arm your customer success team with razor-sharp processes and cutting-edge tools that optimize long-term customer value throughout the post-sales journey.

Customer Success 112

Customer Success Webinar Customers Customer Centricity 112

Totango

NOVEMBER 25, 2020

Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location. With this feature, you can examine a number of insightful metrics and segment your client base for an optimized customer journey that surpasses what the competition can offer. .

Customer Success 112

Customer Success Net Promoter Score NPS Metrics 112

Retently

NOVEMBER 29, 2024

This blend provides a well-rounded view of customer sentiments and highlights specific areas for improvement. Each stage of the customer journey requires targeted questions that align with the interaction. For instance: In Ecommerce , a confusing checkout process can mean a lost sale.

Events 120

Events Feedback Interaction E-support 120

Experience Investigators by 360Connext

DECEMBER 10, 2024

Identifying these touchpoints helps you see where you can improve and make a real difference in the customer experiencefrom browsing your website to receiving customer support and beyond. Customer journey mapping is a crucial process to identify your customer touchpoints. Showcase efficiency gains.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

Customer Journey 97

Customer Journey Customer Journey Mapping Roadmap Customers 97

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

2023 98

2023 Customer Success Chief Customer Officer 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 95

Sales NPS Customer Success Customer Journey 95

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 118

Customer Success 2023 Customer Satisfaction Demo 118

CloudCherry

JULY 10, 2018

Are your customers successful and happy with your products and services? These are questions that all businesses need to ask themselves to ensure everything is being done to create customer delight. Happy customers are not only retained but they also help create more happy customers. Customer Experience Metrics.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Customer Success 101

Customer Success Chief Customer Officer Customer Centricity Sales 101

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sports 103

Sports Sales 2024 Net Promoter Score 103

CloudCherry

MARCH 8, 2019

She is specialized at both customer success and customer advocacy in both post-sales and product functions. She is the head of Customer Experience at Courts Malaysia SDN BHD. Her journey as into CX started about 21 years back with Courts and she believes, it is her biggest achievement in life.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

Customer Success 96

Customer Success Customer Relationship Management Customer Relationships Sales 96

Totango

MAY 2, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of not thinking of customer success as a team sport. . Unlike Finance or Human Resources or IT, “customer success” is not simply a department within your organization.

Sports 112

Sports Customer Success Customer Journey Blog 112

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. Creating Alignment Between Sales and CS.

Sales 111

Sales Customer Success ROI Customer Centricity 111

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success Insurance Culture Workshop 52