CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. This group of people is called Customer Success.

Customer Success 58

Customer Success Metrics E-support Customers 58

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. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Sales 92

Sales NPS Customer Success Customer Journey 92

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Pro-Tip: If you want to skip right to the good stuff, register for a live demo of Gainsight PX. How do you prioritize your product roadmap? Sign up and tune into our live demo.

Roadmap 89

Roadmap Demo Feedback Engagement 89

Wootric

MARCH 15, 2020

Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this. Step up your customer success initiatives. Make sure you and your clients are recording successes. How do you begin a customer advocacy program like this? Book a consultative demo today.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

Totango

MARCH 12, 2019

It’s a critical time that can either cement loyalty or lead to customer churn. The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Document every customer interaction and automate tasks.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Gainsight

DECEMBER 27, 2019

With perfectly-timed and curated in-app engagements, your customers will soon find your product an essential part of their everyday workflow.”. Is Customer Feedback Really Making It to Your Product Roadmap? It’s easy for valuable feedback to get lost on its way from the customer to your product team. REQUEST A DEMO.

Article 97

Article 2020 Roadmap 2019 97

Feedbackly

JANUARY 11, 2024

helps our customers become CX heroes and get a sneak peek into our exciting product roadmap for the future: Excited to try it out yourself? demo surveys here. If you have any questions, please feel free to contact your Customer Success Manager or message us on our website here.

Feedback 105

Feedback Roadmap Customer Centricity NPS 105

Totango

AUGUST 29, 2019

We all know what customer experience is— just remember the best, or worst, experience you’ve had as a customer and you’ll know how important it is! Your brand’s product and people create a lasting impression that stays with new customers. Onboarding is the most important stage of the customer journey.

Customer Retention 87

Customer Retention Customer Journey Customer Centricity Customers 87

InMoment XI

OCTOBER 3, 2024

However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features. Download If you’d like to see how InMoment’s XI Platform can be customized to help your business track customer retention, schedule a demo today!

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Gainsight

AUGUST 22, 2021

In fact, a Dimension Data study found 84% of companies that place a focus on bettering the customer experience saw an uptick in revenue. So, how can you anchor your PLG strategy in customer success ? Master your product roadmap. Schedule a demo today to see how Gainsight software works. Master Your Product Roadmap.

Roadmap 52

Roadmap Net Promoter Score Metrics Demo 52

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 2: Introduce Your Product Early (Demo, Demo, Demo!).

Demo 58

Demo Metrics Customer Success Roadmap 58

8x8

OCTOBER 17, 2018

A manufacturer of small industrial robots used on assembly lines has showrooms in key cities to be close to their customers. They also have an eCommerce website and a contact center with inside sales and customer success agents. Customers can review the various models on the company’s website.

Communication 73

Communication Contact Center Roadmap Demo 73

SurveySensum

DECEMBER 22, 2022

Listening to the voice of the customer also helps you improve your products and services. Along with complaints, customers also share what they want to see in your product, a new feature, a new template, and more. They give you ideas for your product roadmap. . Request a Demo. Calculating customer retention rate .

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Totango

JANUARY 2, 2020

The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%. Analyzing customer data helps you determine the best way to retain customers and prevent churn. How Customer Data Insights Inform Next Steps.

Insights 71

Insights Roadmap Customers Customer Success 71

Gainsight

AUGUST 23, 2021

Explains how it can be difficult to set feature priorities for product roadmaps. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap. Points out the value of using customer feedback data to fuel priorities. Encourages the reader to schedule a demo.

Roadmap 52

Roadmap User Experience Demo Feedback 52

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches.

Customer Success 52

Customer Success Roadmap Feedback Metrics 52

Totango

JANUARY 26, 2021

Depending on the cause, you may be able to help customers achieve their goals by: Working with customers to help them develop a customer success plan for achieving their goals. Adding training and support materials that address your customers’ goals. Change in Customer Goals.

Customer Retention 92

Customer Retention E-support Customers Customer Expectations 92

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Culture Leadership Customers 40

Gainsight

APRIL 17, 2019

And leaders reimagined service and support in the era of customer success. But when I got even more excited was the first time I logged into our own instance of Gainsight PX that was set up to track our flagship customer success platform’s usage in our clients. Get a demo of Gainsight PX. world (Yahoo!

Presentation 79

Presentation B2C Roadmap Webinar 79

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Gainsight

FEBRUARY 20, 2019

The Age of the Customer has increased the importance of delivering exceptional customer experiences and outcomes. With the onus falling upon the entire company to produce a great customer experience, more and more functional departments are claiming ownership. Success is measured in MAU, DAU, or CLV. SCHEDULE A DEMO.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

Gainsight

SEPTEMBER 14, 2020

It also brings in sentiment from your Gainsight Timeline entries to provide a better picture of where your customer experience needs improvement. Customer-facing roles like Customer Success need all the customer data they can get to manage their book of business effectively. SCHEDULE A DEMO].

Customer Experience 52

Customer Experience NPS B2B Roadmap 52

Gainsight

NOVEMBER 13, 2023

With this transformation in mind, Gainsight is thrilled to announce the official launch of Customer Communities: Engage and Retain Customers to Build the Future of Your Business , co-authored by Nick Mehta, CEO of Gainsight, and Robin Van Lieshout, Chief Strategy Officer at Gainsight — a book whose thesis lies at the heart of this paradigm shift.

Engagement 52

Engagement B2C Books Roadmap 52

Wootric

SEPTEMBER 23, 2020

If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . If a customer gets an email from Customer Success thanking them for a feature request, that customer will know you are listening.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Multi-Channel 98

Gainsight

MARCH 21, 2019

It’s the whole reason behind the customer success philosophy. The most insidious churn cause is also one of the most common, and it’s the namesake of the customer success movement. Read the Essential Guide to Product-Driven Customer Success. Partial churn, downsell, contraction.

ROI 78

ROI Webinar Return on Investment Customers 78

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Culture Books Blog 40

ClientSuccess

MARCH 8, 2018

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts.

Customer Success 40

Customer Success Roadmap Feedback Customer Confidence 40

Retently

OCTOBER 1, 2018

A standard customer journey definition describes it as all the experiences consumers go through when interacting with a brand from the moment they hear about it to the actual purchasing experience and post-purchase interactions. To better visualize it, think of it as a roadmap of the full customer experience.

Customer Journey Mapping 91

Customer Journey Mapping Touchpoint Customer Journey Social Media 91

Gainsight

AUGUST 14, 2021

Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. Customer Success. Customer Marketing.

Government 52

Government Document ROI Roadmap 52

Solvvy

JULY 13, 2022

Automating customer service is creating processes that reduce the work that humans do to provide answers, advice, or assistance to your customers. For example: Customer Self-Service. Instead, choose tools that help your customer support team do more to provide excellent service via streamlined workflows.

Customer Service 90

Customer Service Multi-Channel Customers Interaction 90

ClientSuccess

SEPTEMBER 15, 2018

While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation. Three Reasons Why Marketing Needs a Seat at Your Customer Success Strategy Meetings.

Customer Success 40

Customer Success Marketing Roadmap Sales 40

Gainsight

JUNE 17, 2021

As you look to save time and gain optimal focus on your product roadmap strategy, we’ll dig into the top five reports to help you balance feedback, fuel better decisions, and build your product road map. If you want your product road map to drive positive results, incorporating feedback and boosting customer success is essential.

Management 52

Management Return on Investment Demo Feedback 52

Totango

JANUARY 7, 2020

Whatever your business needs, the following best practices will help you establish milestones that your customer success team can access as they coordinate meetings and set expectations. Best Practices for a Strong Customer Onboarding Workflow . Onboarding is about helping the customer to help themselves.

Roadmap 72

Roadmap Customers Customer Success Metrics 72

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. JD Edwards Customer Journeys. We heard more customer success stories: Casio migrated from World to E1 9.2 JD Edwards Roadmap Presentation: [link].

Roadmap 40

Roadmap 2030 Innovation Entertainment 40

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. JD Edwards Customer Journeys. We heard more customer success stories: Casio migrated from World to E1 9.2 JD Edwards Roadmap Presentation: [link].

Roadmap 40

Roadmap 2030 Innovation Entertainment 40

Centercode

APRIL 9, 2020

He discussed Ted, the “tester engagement director” bot that codifies the Customer Validation Framework into a collection of features for prescriptive tester engagement. He also shares insights into our roadmap for 2020. Do you have anything on the roadmap to accommodate that B2B2C experience?

Roadmap 72

Roadmap 2020 Demo Definition 72

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Customer Success 40

Customer Success Net Promoter Score ROI B2B 40