Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Success 112

Customer Success Customers Measurement Communication 112

Gainsight

NOVEMBER 20, 2024

And when those avenues didn’t work, the backup “plan” was to funnel already frustrated customers into the support queue or into the abyss of their Customer Success Managers’ inboxes. The unsung hero, if you will, that delivers proactive support directly in your product, right when customers need it.

Measurement 40

Measurement Webinar 2008 Metrics 40

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 117

Innovation Customer Success NPS Reference 117

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. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success Insurance Culture Workshop 52

Totango

AUGUST 8, 2021

Driving software adoption through customer success in the 2020s is a precision business. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software that provides a 360-degree view of your customer. Driving Software Adoption through Customer Success Begins with Understanding.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customers 118

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

Feedbackly

APRIL 12, 2023

Join our webinar with Zendesk to learn how companies can build stronger customer relationships and drive growth with the help of customer emotion data! Research by Motista shows that customers who feel emotionally connected to a brand have a 306% higher lifetime value. It is a trend that has arrived to stay.

Webinar 52

Webinar Measurement Government Feedback 52

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

CSM Magazine

JANUARY 28, 2025

Companies vested in customer success turn to education as a way to engage their audience. By sharing their expertise, they empower customers to make the most of their purchase, maximizing results and minimizing regrets. How Does Customer Education Work?

Loyalty 52

Loyalty Apparel Webinar Workshop 52

ChurnZero

FEBRUARY 21, 2025

Should you be charging for customer success? Why not take customer-facing services as seriously as our products? Donna asked in her recent ChurnZero webinar. Charging for customer success: the pros and cons. You can also watch her webinar in full at the end. 4: Choose your success metrics carefully.

Customer Success 52

Customer Success Net Promoter Score Webinar Competitive Advantage 52

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Definition Metrics 0

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Customer Success 97

Customer Success Leadership Webinar Metrics 97

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 80

Customer Success Definition Customer Journey Customers 80

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Document Customers 75

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

Feedbackly

OCTOBER 12, 2022

Join our chat with Jaakko Männistö and use a chance to ask any questions you might have about the Emotional Experience measurement or the Emotional Value Index (EVI®). This is why leading businesses are more than ever measuring Emotional Experience and those who are not yet, are looking for ways to measure it. EVELY KAASIKU.

Webinar 98

Webinar B2C Feedback Measurement 98

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

ChurnZero

JULY 7, 2020

Because customer retention is tightly correlated with customer satisfaction and customer service. As such, Customer Success and Support teams need to work together closely to keep customers happy and coming back for more. The Difference Between Customer Support and Customer Success Teams.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Bonus Takeways*.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. With every new customer issue or new solution on the market, the overarching message and focus of customer success becomes that much more convoluted.

Customer Success 88

Customer Success Webinar 2021 Customer Relationship Management 88

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. Here are three critical features your team needs in your ideal customer success platform: 1.

Customer Success 68

Customer Success Metrics Webinar NPS 68

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

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

Totango

JUNE 30, 2020

You can further focus your messaging by segmenting according to location, industry, company size, digital adaptability, and customer lifetime value , which measures a customer’s total potential spend over the course of your relationship. . Invite customers to upcoming free training webinar series.

Communication 127

Communication Webinar Metrics Customer Retention 127

ClientSuccess

AUGUST 10, 2022

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers.

Customer Success 78

Customer Success Metrics NPS Measurement 78

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Customer loyalty is about the emotional relationship a customer has with a brand.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model. Q&A Recap.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? You can’t measure it.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Benchmark and measure impact.

Customer Success 75

Customer Success Webinar Measurement Leadership 75

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

2020 72

2020 Customer Success Events Workshop 72

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Adoption : The customer gets more and more value from the product.

Customer Success 62

Customer Success Metrics Customer Journey Customers 62