Experience Investigators by 360Connext

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships.

2024 284

2024 Fashion B2C Hotels 284

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Onboarding Welcome Messages.

Customer Success 112

Customer Success Management Net Promoter Score NPS 112

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 195

Call Center Management Exceptional Customer Service Customer Satisfaction 195

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies. Need a helping hand?

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

CloudCherry

DECEMBER 23, 2019

And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). So, what Brand has wowed our Customer Success Expert? Fancy that!

CEM 195

CEM Customer Success Return on Investment Customer Relationship Management 195

ChurnZero

MARCH 14, 2025

Customer success needs to align with revenue. Renewals should be an outcome of good customer success. According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. Any of these sound familiar?

Customer Success 52

Customer Success 2024 Sales Customers 52

ChurnZero

JANUARY 10, 2025

While those consumer innovations may still be a few years away, 2025 is sure to be a year of creativity and change in the B2B technology space, particularly in customer success (CS). And even more specifically, in the sphere of digital customer success.

2025 52

2025 Customer Success Net Promoter Score 2024 52

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Your customer success team can keep clients better informed on their progress, actively demonstrating the value obtained through your product.

Customer Relationships 123

Customer Relationships Customer Success Document 2021 123

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Customers Presentation 118

ChurnZero

JANUARY 6, 2025

Whats the one thing that wont change in customer success this year? So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? ” So what 2025 customer success trends can we anticipate? The pace of change itself.

2025 52

2025 Customer Success Measurement Leadership 52

ChurnZero

MARCH 28, 2025

When customer success starts reporting into the CRO, its not just a reporting changeits a strategic shift. Most CROs come up through sales, where success is measured by speed and outcomes. But owning the full customer lifecycle demands a new operating modelone built on trust, value, and long-term growth.

Customer Success 52

Customer Success Sales Metrics Customers 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? Relationship management.

Customer Success 97

Customer Success Management Social Media Sales 97

Magellan Solutions

FEBRUARY 15, 2023

The adoption of customer relationship management (CRM) systems in the business world has been a game changer for employees. A CRM virtual assistant (VA) is an extension of the customer service team, which handles routine tasks for clients. The duties of a CRM virtual assistant is not limited to handling customer support.

Customer Relationships 95

Customer Relationships Social Media Sales Customers 95

Gainsight

JANUARY 27, 2025

Happy Community Manager Appreciation Day! Today, were taking a moment to celebrate the incredible work of Community Managers, who play an essential role in building strong relationships with customers and fostering engagement strategies. Without further ado, lets raise a glass to Community Managers!

Management 59

Management Leadership Engagement Books 59

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.

Customer Relationships 95

Customer Relationships 2020 Customer Journey Mapping Webinar 95

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

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Onboarding.

Customer Retention 106

Customer Retention Customer Success Customer Relationship Management Loyalty 106

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. Having a clear understanding of the team structure and who the direct manager will be.

Customer Success 52

Customer Success Insurance Culture Workshop 52

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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. 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.

Customer Success 112

Customer Success Webinar Customers Customer Centricity 112

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 107

Customer Success Customer Centricity Customer Satisfaction Fashion 107

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Document Sales Customers 98

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationships Management 52

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Customer Success 104

Customer Success Webinar 2020 NPS 104

ChurnZero

MAY 19, 2020

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. Brian is the Senior Director of Customer Success at RFP360, where he leads the customer experience team.

Customer Success 98

Customer Success Consulting Customers User Experience 98

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Customer Success Vice President/Director . Customer Success Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

eglobalis

OCTOBER 9, 2024

Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Challenges : Managing customer disappointment can be tough, especially with long-term clients. However, clear and consistent communication helps mitigate potential damage.

Feedback 513

Feedback ROI Innovation B2B 513

Totango

JUNE 15, 2022

When this happens, it’s critical to figure out a resolution that not only addresses the overall problem, but deepens your customer relationship in the long term. This is why having a proper escalation management process in place is essential. . Easily identify customers who need to be prioritized and escalated quickly.

Customer Relationships 86

Customer Relationships Metrics Demo Customers 86

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. What does a “well-designed customer success program” even look like? Regularly update training materials based on customer feedback.

Customer Success 138

Customer Success Return on Investment Customer Centricity B2C 138

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Obviously, no one wants to lose customers. Why Customers Churn. 7 Effective Churn Management Strategies.

Management 111

Management B2B Seminar ROI 111

InMoment XI

MARCH 22, 2025

Keeping customers happy and engaged is an excellent first step. But, if were being honest, keeping track of customer relationships with your brandespecially when you have thousands of interactionsisnt exactly a walk in the park. Some issues may inadvertently slip through the cracks, causing customers to look elsewhere.

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. CRMs: Salesforce and HubSpot.

Customer Success 117

Customer Success Social Media Customer Relationship Management Customer Journey 117

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

CloudCherry

OCTOBER 4, 2018

Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. Customer Relationship Management (CRM) software provides useful information such as the amount of money that a customer has spent, how long they have been a customer, or what they usually buy at your establishment.

CEM 249

CEM Insights NPS Metrics 249