Totango

NOVEMBER 19, 2019

Enterprises invest time and money delivering value to customers, and ROI returns often come in the form of recurring revenue from renewals and upsells. ROI is now an outcome of the customer experience, and the best way to boost customer success ROI is to streamline those efforts using targeted best practices. .

ROI 48

ROI Customer Success Customer Centricity Voice of Customer 48

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

Totango

JANUARY 4, 2019

To acknowledge that customers want better service isn’t enough. The digital transformation of business, and the resulting rise of the customer-centered economy , must inform every action your customer success team takes. The Top 5 Customer-Centric Marketing Strategies for SaaS Companies. Talk as often as you can.

Customer Centricity 79

Customer Centricity ROI Marketing Return on Investment 79

Totango

APRIL 11, 2019

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. What is a Customer Success Health Score? Use a Customer Success Platform.

Customer Success 90

Customer Success Metrics Measurement Customers 90

Totango

FEBRUARY 28, 2019

It follows then, that your adoption metrics should reflect this deeper goal and generate insight into customer engagement. The adoption phase is the first time your customers start seeing the value of your product and getting returns in the form of improved ROI. Three Keys to Successful Adoption.

Metrics 83

Metrics Customer Success ROI Measurement 83

Totango

MAY 23, 2019

It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells. Customer success upsells are critical to your own success. Let’s look at how you can generate customer success upsell opportunities and encourage continued expansion.

Customer Success 78

Customer Success Customer Centricity ROI Metrics 78

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.

Customer Success 78

Customer Success Customer Experience Lifetime Customer Customers 78

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. The goal of customer success is to generate recurring revenue by creating customer lifetime value. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

Metrics 77

Metrics Customer Success ROI Measurement 77

BirdEye

FEBRUARY 5, 2025

Real-time connection builds loyalty: Use direct messages to engage with customers, respond to queries, and create a strong connection with your desired audience. Cost-effective marketing: Leverage tools like Meta Business Suite to track your ad spend and optimize paid social ads for better ROI.

Social Media 104

Social Media Marketing Metrics Events 104

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 71

Customer Success Management Net Promoter Score Metrics 71

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score?

Metrics 89

Metrics Demo NPS 2023 89

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Totango

JANUARY 22, 2019

With this focus on recurring revenue, your goal becomes increasing the lifetime value of your customer relations. It requires you to use SaaS customer success best practices centered around mutual growth, a deep understanding of customer behavior, and constant monitoring of your customer’s journey.

Customer Success 72

Customer Success Social Media 2016 Customers 72

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. In this customer-centered economy, a lapsed customer could represent years of lost renewal opportunities.

Management 111

Management B2B Seminar ROI 111

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 63

Customer Success Management Net Promoter Score Metrics 63

BirdEye

DECEMBER 19, 2024

This leads to stronger reputation management powered by AI, which helps increase customer satisfaction. Watch the Free Demo Now. See Pricing FREE DEMO How Birdeye’s GenAI tools help in executing AI marketing strategies Modern marketing success requires a comprehensive approach.

Marketing 52

Marketing Social Media Hospitality ROI 52

Totango

APRIL 2, 2019

Through customer journey mapping. By mapping the customer journey stages, you can visualize the customer success cycle from the customer’s point of view, including their perceptions of received value and the actions customers take as a result. The Customer Journey Stages, Step by Step.

Customer Journey 110

Customer Journey Customer Journey Mapping Events Demo 110

ChurnZero

FEBRUARY 19, 2021

Whenever I tell someone that I work as a Customer Success Manager, it inevitably always results in a confused facial expression and a response of “So, what is it exactly that you do?”. Instead of being at your customers’ every beck and call, you need to set yourself up to get in front of them. Customer Success Around the Web.

Customer Success 96

Customer Success Management Customers NPS 96

Totango

FEBRUARY 21, 2019

A survey of more than 1 million SaaS customers found that cancellations were almost always preceded by a period of non-use. In fact, over 50% of paying customers weren’t using the service they paid for. Such programs can pique a customer’s interest and enforce the value of your partnership. Offer Upgrade/Downgrade Options.

Customer Success 63

Customer Success Social Media Rewards Programs Webinar 63

BirdEye

NOVEMBER 18, 2024

Watch the Free Demo Now. See Pricing FREE DEMO Advanced analytics Real-time performance tracking: Instantly spot and capitalize on trending content. ROI measurement: Translate social engagement into concrete business metrics. Enterprise solutions like Birdeye Social AI offer custom pricing based on needs.

Social Media 52

Social Media ROI Metrics Engagement 52

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

Amity

JUNE 24, 2016

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with Customer Success, the customer is the beneficiary of an exceptional customer experience and is extracting the maximum value from the product or service they have purchased from you.

Customer Success 71

Customer Success White Paper ROI Customers 71

Totango

MAY 15, 2019

It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product. Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. Proactively engage customers.

Customer Centricity 92

Customer Centricity Culture ROI Metrics 92

TechSee

MAY 10, 2021

Our TechSee Sales Superstars are enterprising, resourceful, experienced and ambitious individuals who collaborate across functions (BD, Sales, Account Management, Pre-Sales, Customer Success) to deliver exceptional results. Not all high-tech products are easy to sell. The TechSee sales experience is quite different.

Sales 109

Sales ROI Contact Center 2021 109

Totango

JULY 2, 2019

There’s no better way to provide a great customer experience than by surrounding them with attentive, responsive, and personalized service. . Understand Your Customers. All customers are essentially seeking the same thing: ROI on investment and to achieve their personal business goals. Nurture Customer Growth.

Customer Centricity 86

Customer Centricity ROI Events Customers 86

Gainsight

JANUARY 17, 2020

Q: How do you work with your customer-facing teams to gather feedback? A: We have a daily standup between our product, customer success, and support teams. We do this to make sure each day is organized around customer needs. They surface challenges and try to create a solution for the customer. Tyson Brown.

Feedback 117

Feedback Roadmap Demo ROI 117

Totango

JUNE 6, 2019

That means more than courtesies and colorful onboarding pamphlets, though; it means creating a customer-centered enterprise that delivers business results for its customers and, by turn, drives growth. A customer success platform gives you the insight needed to proactively encourage renewal. Happy customers renew.

Customer Journey 95

Customer Journey Customer Success Customers ROI 95

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

Totango

APRIL 26, 2019

Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product. Why it Matters.

Metrics 94

Metrics Measurement Customer Journey Customer Success 94

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. In fact, a great customer experience can mask underlying risk. The y-axis is experience—does the customer like you?

ROI 78

ROI Webinar Return on Investment Customers 78

Thematic

MARCH 18, 2025

Zendesk backs this with numbers, with trendsetters at the SMB level vs traditionalists realizing 22% higher customer retention rates, 31% higher customer acquisition rates, and 61% higher cross-sell revenue Early AI adopters are found to be 128% more likely to report high ROI from their AI tools in customer experience.

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

Amity

APRIL 13, 2017

Each and every single engagement Customer Success teams should have with their customers - whether that’s in person, online, or automated - should deliver value and drive adoption and advocacy. Static vs. Dynamic Segmentation Models for Customer Success. What about Customer Success?

Customer Success 57

Customer Success ROI Demo Customers 57

Totango

JULY 16, 2019

Adoption metrics that reveal how a customer uses the product. Outcome metrics that reflect product ROI. Remember, customer metrics should always lead to action. Take the information and use it to generate customer value. . Every customer communication should be informed by their unique journey.

Customer Relationships 69

Customer Relationships Metrics Customer Success ROI 69

Totango

JUNE 20, 2019

The training should demonstrate how specific features relate to your customer’s business goals. Start a Customer Feedback Program: Voice of Customer information can provide context to the raw adoption numbers your customer success platform captures. Ask your customer to tell you about their workflow.

Net Promoter Score 88

Net Promoter Score Metrics Customer Journey ROI 88

ClientSuccess

MARCH 15, 2017

There is nothing more frustrating for customers or for Customer Success Managers (CSMs) than a product that doesn’t produce results, or doesn’t have the buy-in it needs to be successful. 4 Product Challenges that Stop Long-Term Customer Success. Product Complexity. Product Buy-In.

Customer Success 40

Customer Success ROI Culture Customers 40

ChurnZero

SEPTEMBER 22, 2023

In our webinar, Reviving a community to support your customer success team , Shauna shares how to get your team engaged in your community and strategies to revive a community that’s running out of steam. Maybe that’s something like demonstrating ROI. or Get a demo, things like that.

Customer Success 52

Customer Success Webinar Customers ROI 52

ClientSuccess

NOVEMBER 18, 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 41

Customer Success Management ROI Customer Service Representative 41