ChurnZero

JULY 29, 2022

In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%. A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. Customer Success increases customer value.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

2021 95

2021 Customer Success B2B Customers 95

ProProfs Chat

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

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. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 97

Customer Success Management Social Media Sales 97

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

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 73

2019 Customer Success 2018 Chief Customer Officer 73

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

Totango

FEBRUARY 11, 2022

Why Take B2B Customer Experience Seriously? Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships. Concentrate on these essentials to maximize the impact of your customer experience strategy.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 59

Leadership Customer Success 2021 2020 59

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. There’s no doubt that customer success (CS) has become existential to SaaS.

2023 59

2023 Customer Success Multi-Channel B2B 59

Education Services Group

SEPTEMBER 20, 2021

Lastly—as a plug for my fellow CS Analysts—having Customer Success focused analysts as part of your CS organization (or better yet, CS Center of Excellence) is a must. The post Customer Success Data & Analytics: Lessons Learned from Tennis appeared first on ESG.

Customer Success 97

Customer Success Sports Measurement Customers 97

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 54

Leadership Customer Success 2021 2020 54

Totango

JULY 18, 2018

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. The current state of Customer Support.

Customer Satisfaction 57

Customer Satisfaction Customer Success Customers Customer Relationships 57

ClientSuccess

APRIL 28, 2021

Conversations by ClientSuccess TM provides a better way for customer success managers to communicate & collaborate with their customers. Conversations empowers front-line customer success managers (CSMs) to engage with customers in a faster and more authentic way. Contact: Mark Stoddard. ClientSuccess.

Customer Success 52

Customer Success 2021 B2B 2020 52

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

inSided

OCTOBER 2, 2019

I know what you are thinking, what has self-service got to do with increasing customer retention? Well, it all comes down to customer success, engagement and the user experience. Utilize your user community’s expertise If you don't already have a Customer Success community, get one.

Customer Success 67

Customer Success B2B Download B2C 67

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. An onerous onboarding process makes for poor customer engagement.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

Totango

AUGUST 11, 2022

Finally, we’ll cover how customer success software can help you automate your digital client relationship-building strategy. Customer relationships are important for any business, but digital client relationships occupy a position of central importance for SaaS companies. In-app sessions and user experience.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

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

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Include customer-centricity in daily operations and communications inside the company.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. Retention increases when customers get results, leading to increased purchasing and ultimately boosting enterprise revenue growth.

Multi-Channel 120

Multi-Channel 2023 Customer Success Omnichannel 120

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey 117

Customer Journey Customer Journey Mapping Touchpoint Events 117

Gainsight

JUNE 20, 2022

This post was originally published in Customer Think. . The Customer Success Index 2022 , a survey of more than 350 companies by Gainsight and RevOps Squared, recently uncovered some very interesting, if not troubling data on the state of alignment between SaaS users and buyers. You Can’t Manage What You Don’t Measure.

Customer Retention 52

Customer Retention NPS 2022 Customer Success 52

ClearAction

MAY 29, 2016

Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth. Anytime these customer touches are hassle-free or tailored to the customer, marketers judge their work to be a good customer experience.

Customer Experience 97

Customer Experience Marketing Chief Customer Officer Social Media 97

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey.

Customer Journey 134

Customer Journey NPS Demo Customer Satisfaction 134

Gainsight

FEBRUARY 28, 2024

Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable.

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

ChurnZero

MARCH 22, 2022

Nowadays, marketers are hyper-aware of the importance of the customer journey and creating an intuitive user experience. In most cases, however, there are still plenty of opportunities to streamline the process and reduce customer friction. . Finding your points of user friction. Create an optimized website.

Customer Journey 98

Customer Journey Customer Retention Customers Sales 98

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Customer Retention.

Sales 52

Sales Customer Success Document Communication 52

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? The hope is that your user experience is streamlined and if not, it’s crucial to know where users are being tripped up so you can fix it right away. How Customer Success Can Catalyze Customer-Centric Change.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. Customers are just trying to get things done in their life and in their work.

Customer Experience 67

Customer Experience Marketing Chief Customer Officer Customer Experience Management 67

CustomerSuccessBox

AUGUST 29, 2021

Product Analytics is the process of analyzing how users interact with your product or service. Businesses use Product Analytics to improve the user experience by identifying the problems faced by customers and resolving them. For example, this can be a major feature challenge that your customer is facing.

Customer Success 52

Customer Success Touchpoint Customer Retention Interaction 52

One Millimeter Mindset

OCTOBER 22, 2018

Regardless of whether your organization has a customer loyalty App, or that “human” App actually is you, do you create memorable customer experiences? The type of experiences that reinforce customer success and customer retention?

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

Retently

AUGUST 3, 2023

Because, according to an independent study by the 1st Financial Training Services , a typical business hears from only 4% of its dissatisfied users, and out of those 96% of customers who don’t complain, 91% don’t ever come back, which is a huge loss.

Customer Experience 146

Customer Experience Net Promoter Score Social Media Reference 146

Gainsight

APRIL 14, 2022

We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. In fact, customer success is the critical growth engine driving net revenue retention (NRR) for subscription-based businesses.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

Education Services Group

DECEMBER 2, 2021

While NPS is a tried-and-true metric that many Customer Success organizations incorporate into their overall customer health score, ultimately used to predict and mitigate churn, we know that this may not be the most accurate way to do this. It’s a helpful leading indicator for customer retention, growth, and churn.

NPS 52

NPS Engagement Net Promoter Score Metrics 52

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Totango

NOVEMBER 3, 2021

Thus, NPS data provides valuable business insight into both customer brand advocacy and customer loyalty. This dual insight helps make NPS one of the most popular customer satisfaction metrics, predicting customer retention as well as referrals.

Net Promoter Score 103

Net Promoter Score NPS Loyalty Customer Satisfaction 103