TechSee

MAY 10, 2021

This cutting-edge approach enables consumers to DIY for technical issues and helps contact center agents and field technicians provide remote guidance while seeing exactly what the customer sees. Our global sales team currently stands at 30, predominantly based in North America, the UK and throughout Europe. Our leadership approach.

Sales 109

Sales ROI Contact Center Culture 109

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 92

Sales NPS Customer Success Customer Journey 92

Totango

NOVEMBER 12, 2019

Do you continue to get the same level of attention from that company’s customer success (CS) team? As you can see from the customer’s perspective, the attention you offer after a sale is completed is just as important as the attention you show during the sales process. Or does communication slow or stop?

Sales 60

Sales Customer Success Customer Journey Document 60

Totango

JULY 23, 2019

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. The Role of Customer Success Teams.

Customer Success 90

Customer Success Customer Centricity Customer Journey Customer Relationships 90

Gainsight

AUGUST 24, 2021

When customers have seamless experiences from marketing to sales and on to delivery? One powerful way to inspire, inform, and motivate your organization to reach this next level of customer satisfaction is with deeper integration of sales staff with your organization’s customer success program.

Sales 52

Sales Customer Success E-support Demo 52

Totango

JUNE 11, 2019

If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.

Customer Success 94

Customer Success Customer Centricity Customer Relationships Demo 94

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. CRMs are absolutely a must for automating and scaling sales operations.

Sales 96

Sales Customer Success Communication NPS 96

GetFeedback

MARCH 23, 2019

When it comes to surveying software, you’ll want team members who will be interacting with the material regularly in on the process (think sales, customer service, etc.). Some survey tools will allow you to have a free trial, while others will have a longer sales process where you’ll get a demo. Customer success.

Omnichannel 223

Omnichannel Feedback Sales NPS 223

Gainsight

FEBRUARY 11, 2019

Last month, I quit my position as head of Customer Success at my company, RD Station. We have thrived because we managed to build a sales machine that is scalable and predictable. Many of the successful SaaS companies walked a similar path. Then, we nailed the sales processes, converting thousands into customers.

Customer Success 81

Customer Success Demo Sales 2016 81

Totango

MARCH 21, 2019

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

Customer Success 87

Customer Success 2019 2020 ROI 87

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 82

Customer Success Customer Journey Customers Engagement 82

InMoment XI

DECEMBER 17, 2024

It is common to see a wide range of candidates succeed in the role of CX managerfrom Salesforce Administrators to Senior Sales Operations professionals to Customer Success or Customer Experience/Voice of the Customer leaders. What Background Should a CX Manager Have? References McKinsey & Company.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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

ChurnZero

JUNE 26, 2020

It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Now that we’ve made compiling your RFP questions a breeze, let’s look at the most common Customer Success RFP mistakes.

Customer Success 98

Customer Success Demo Net Promoter Score Roadmap 98

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 115

Customer Success Customer Journey Brands Customers 115

Totango

JANUARY 14, 2020

To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. Thinking Critically About Customer Success Roles.

Customer Success 64

Customer Success B2B Net Promoter Score Sales 64

Totango

FEBRUARY 5, 2019

We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Maintaining customer success efforts.

ROI 76

ROI Customer Success Customer Journey Roadmap 76

CloudCherry

OCTOBER 4, 2018

This gives you a unique opportunity to follow trends on experience, rather than just averages of sales data. As a customer experience practitioner, you likely have a laundry list of improvements you’d like to put in place. Learn more about the CloudCherry CRM integrations today: Request a Demo.

CEM 249

CEM Insights NPS Metrics 249

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 77

Customer Success Customer Experience Lifetime Customer Customers 77

BirdEye

OCTOBER 11, 2023

Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. This blog details the panel discussion on Grow sales by delighting customers with George Grigoryan – Marketing Director, SEV, and Vandana Agarwal, VP of Pre and Post-Sales, Birdeye and Justin Meredith.

Sales 111

Sales Social Media Customers Multi-Channel 111

CloudCherry

OCTOBER 4, 2018

This gives you a unique opportunity to follow trends on experience, rather than just averages of sales data. As a customer experience practitioner, you likely have a laundry list of improvements you’d like to put in place. Learn more about the CloudCherry CRM integrations today: Request a Demo.

CEM 244

CEM Insights NPS Metrics 244

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

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Never Stop Iterating.

2022 85

2022 Customer Success Insights Customer Journey 85

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. I’m the Director of Customer Success and I’m in charge of 3 teams.

Customer Success 94

Customer Success Culture Customers 2011 94

Totango

NOVEMBER 19, 2019

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. . How Customer Success Maximizes ROI. This means retaining and nurturing existing customers has become just as important as acquiring new ones.

ROI 64

ROI Customer Success Customer Centricity Voice of Customer 64

Totango

FEBRUARY 28, 2019

As such, the user adoption metrics that matter should address issues such as whether your product or service is helping your customer complete their work more efficiently. Three Keys to Successful Adoption. Your customer will spend most of their journey in the adoption phase. Is the customer getting value from the product?

Metrics 83

Metrics Customer Success ROI Measurement 83

Retently

MARCH 10, 2022

Customer Success and Churn. Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages. Offer product demos.

E-support 147

E-support Poor Customer Service Customer Success Customers 147

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B Customers Customer Service Representative 65

Totango

JULY 23, 2019

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. The Role of Customer Success Teams.

Customer Success 63

Customer Success Customer Centricity Customer Journey Customer Relationships 63

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 76

Customer Success Customer Centricity ROI Metrics 76

Totango

MARCH 26, 2019

A customer-centered approach makes customer satisfaction a top priority both before, during, and after the sale. Rather than focusing on just the initial transaction, this method emphasizes continued customer success growth to foster customer loyalty and stable profits for years to come. Let’s take a look.

Customer Success 67

Customer Success Customer Satisfaction Fashion B2C 67

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 75

Metrics Customer Success ROI Measurement 75

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 73

Customer Success Net Promoter Score Presentation Financial 73

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. Success plan.

Customer Success 72

Customer Success Social Media 2016 Customers 72

Gainsight

AUGUST 26, 2021

This is where elements and best practices refined for customer success can be focused inward for employee success too, helping your organization evaluate how your staff is performing across all dimensions and how your organization is doing with supporting them. So what does that mean in practice?

Customer Success 52

Customer Success E-support Metrics Demo 52

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Customer Success 87

Customer Success Management Sales Measurement 87

Totango

MAY 14, 2019

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Choose Customer Success KPIs Tailored to Your Customers. Support Tickets.

Customer Success 95

Customer Success Metrics Measurement Customer Satisfaction 95