Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success 2014 NPS Metrics 129

Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements.

Management 115

Management Customer Experience Roadmap NPS 115

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage.

Retail 109

Retail NPS Touchpoint Feedback 109

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference.

NPS 100

NPS B2B 2024 Net Promoter Score 100

CloudCherry

JULY 10, 2018

Are your customers successful and happy with your products and services? These are questions that all businesses need to ask themselves to ensure everything is being done to create customer delight. Happy customers are not only retained but they also help create more happy customers. .”

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

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

Totango

NOVEMBER 21, 2019

If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you. How to Track Customer Satisfaction with NPS . Customer satisfaction metrics keep an eye on how customers are responding to your initiatives and whether any customers need support.

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

Retently

JULY 2, 2018

There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. NPS question structure. Rating survey questions.

NPS 109

NPS Net Promoter Score Feedback Customer Satisfaction 109

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 109

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 109

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. This volatility can lead to several issues.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

ChurnZero

MARCH 5, 2021

Customer seeing results? But still, when presented with the opportunity to leave, your customer just up and churns on you. When applied to Customer Success, these principles help explain why “surprise churn” happens, despite your every endeavor to follow all the best Customer Success playbooks to a T.

Customer Success 98

Customer Success Presentation Customers ROI 98

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Customer experience dashboards are often shared far and wide, but with little context or explanation. NPS should be going up” doesn’t mean much.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Amity

NOVEMBER 28, 2018

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. I am the GM, the coach and the player.

Customer Success 106

Customer Success Books Competitive Advantage Customers 106

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Retently

JUNE 24, 2018

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. Survey customization.

NPS 90

NPS Net Promoter Score 2018 2004 90

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. NPS is not the answer. Here’s why.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. NPS is not the answer. Here’s why.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

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

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. Notifications are available via email, Slack, and Teams.

2024 78

2024 Multi-Channel NPS Feedback 78

GetFeedback

AUGUST 16, 2018

Customers care more about the quality of the answers they get than how quickly they get them. To measure customer happiness, turn to CSAT, CES, and NPS. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. Customer Satisfaction (CSAT) Score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Amity

APRIL 24, 2017

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.

Customer Success 93

Customer Success Culture Books Metrics 93

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 104

Customer Success Net Promoter Score Events Customer Relationships 104

Retently

JULY 29, 2018

Although it was written with Net Promoter Score© in mind, it is applicable to any customer satisfaction – CSAT, CES, regular multiple choice surveys, etc. Like every metric that depends on user-submitted data, NPS© gets more accurate as the audience size and survey response rate grows. Let’s get started!

NPS 88

NPS Net Promoter Score Feedback Multi-Channel 88

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal. This gives you a Net Promoter Score that serves as a customer satisfaction baseline.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Retently

OCTOBER 16, 2024

Ongoing Monitoring and Data Collection Since email signature surveys are automatically included in the email, they provide a reliable way for businesses to continuously monitor customer satisfaction. Customers appreciate the simplicity, and businesses benefit from actionable insights with minimal effort​.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Customer satisfaction. Onboarding.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. We’ve managed to do so successfully but it always presents a real challenge.

Customer Success 0

Customer Success B2C NPS E-support 0

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

APRIL 21, 2020

Customer Success teams are under enormous pressure right now trying to cope with all the fast changes brought on by the pandemic. And they are also trying their best to serve customers who are experiencing upheaval too. Support for Customer Support. Wait times to speak to customer support are longer than ever.

Customer Success 97

Customer Success Measurement Customers Loyalty 97

ChurnZero

MAY 11, 2021

Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . Companies who monetize Customer Success, see higher Net Promoter Scores (NPS). – Stephen Fulkerson #customersuccess #tsia #tsiainteract #NPS pic.twitter.com/Aqn1wMh1u7. Only 27.2%

2021 98

2021 Interaction Net Promoter Score Customer Success 98

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

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Chae Stewart, Digital Customer Success Manager. Jennifer Kolle, Customer Success Manager.

Net Promoter Score 105

Net Promoter Score Seminar Presentation Customer Success 105