Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

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

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

2022 98

2022 Customer Success NPS Customer Satisfaction 98

Amity

SEPTEMBER 28, 2016

Customer Success is a relatively nascent term, having emerged as a more critical role with the shift in focus towards customer engagement and satisfaction by SaaS companies. Base Salary: In my opinion, this strategy does not align your CSM with their goals or the Customer Success team’s goals.

Customer Success 95

Customer Success Net Promoter Score Webinar ROI 95

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Customer Success 2009 Consulting 62

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. Invest in Customer Success.

Customer Success 69

Customer Success Marketing Social Media Events 69

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.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Totango

SEPTEMBER 1, 2020

Miscommunication, forces beyond your control, or differing expectations take their toll on even the most customer-centric of Customer Success teams, and eventually everyone encounters a customer they cannot please. Renewal Is a Product of the Customer Experience. Ways to Predict Customer Churn.

Net Promoter Score 111

Net Promoter Score NPS Seminar ROI 111

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

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

ChurnZero

JANUARY 6, 2025

Whats the one thing that wont change in customer success this year? So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? ” So what 2025 customer success trends can we anticipate? The pace of change itself.

2025 52

2025 Customer Success Measurement Leadership 52

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Anticipating customer need . Nurturing customer growth. We want customers to learn from conversations, expand their business, and feel that they are the center of everything we do. Following Customer Behavior. Analyzing Customer Success Metrics.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Webinar 54

Webinar Management Touchpoint Customer Journey 54

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

ChurnZero

MAY 7, 2021

In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. If you missed the webinar, you can watch it on-demand.

Customer Success 59

Customer Success Metrics Document Webinar 59

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Definition of success towards retention.

Customer Success 59

Customer Success Roadmap ROI Sports 59

Amity

FEBRUARY 21, 2018

So, you want to pursue a career in Customer Success? Based on their extensive jobs landscape data, LinkedIn even identified Customer Success Manager as the third most promising job of 2018. Things to consider for your career in Customer Success: Is Customer Success For You? Paths to Leadership.

Customer Success 77

Customer Success Net Promoter Score Measurement Customers 77

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

CustomerSuccessBox

APRIL 6, 2022

Processes are king in the field of customer success. Many customer success teams rely on a systematic approach to get everything done during the day. They ensure that nothing important for particular customers falls between the cracks. The solution is to drive those ‘aha’ moments with customer success.

Customer Success 52

Customer Success Customers Webinar Innovation 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. In the journey manager role synonymous with that of a customer success manager?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

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

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Reimagining the way processes work can tremendously improve customer experience.

Customer Success 52

Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Why is Automation important to scale Customer Success? Especially if you’ve thousands of customers. Managing your customers and their success path as a SaaS company is a meticulous process.

Customer Success 52

Customer Success Poor Customer Service Customers Webinar 52

Totango

SEPTEMBER 22, 2020

Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. Proactively Provide Value.

Customer Engagement 102

Customer Engagement Engagement Customer Journey Customer Success 102

Alida

NOVEMBER 8, 2017

But putting customers at the forefront of strategic decision-making isn’t always easy. Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. We are truly nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Amity

JANUARY 20, 2016

Issue 72 - Customer Success Articles that are Certified Classics (Part 2). In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. Join us on January 26 at 1pm ET , as we teach you to transform product adoption for all your customers.

Article 48

Article Customer Success E-support Sales 48

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

2024 52

2024 Customer Success Chief Customer Officer 2023 52

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. I don’t think I’ve seen anyone do a webinar.

Customer Success 52

Customer Success Webinar Customers ROI 52

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

Help Scout

DECEMBER 5, 2018

If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. It’s worth noting that if a help desk cuts costs but drives customers away through lower quality, you’ll see decreasing ROI.).

ROI 40

ROI Return on Investment Customers Fashion 40

ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. Watch Jaclyn’s webinar on demand here, and dig into attendees’ questions below.

Insights 52

Insights Customer Success Webinar Culture 52

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Marketing 64

Marketing Webinar Reference Events 64

ChurnZero

APRIL 15, 2022

But knowing when customers are primed for expansion isn’t always obvious. If your Customer Success (CS) teams doesn’t possess ESP, you need tools to identify a customer’s buying signals, usage behavior, and ROI to break the endless cycle of trial and error with your expansion outreach. It takes five minutes.”.

ROI 98

ROI Presentation Metrics Sales 98

ChurnZero

DECEMBER 16, 2022

“It’s the people in your buyer’s organization, the choices they make, how they are organized, and the behaviors they demonstrate that make all the difference between success and failure,” says Jason. There will be some customers that no matter what you do and despite your best efforts, you just won’t get there.

Customer Success 98

Customer Success Customers Metrics Financial 98

ChurnZero

OCTOBER 20, 2023

As a community strategist for a community platform, Ive seen firsthand how a customer community can shore up a scaled customer success team and make a positive impact on their work and customer interactions. Most importantly, it became the go-to resource and hub for our customer success efforts.

Customer Success 52

Customer Success Banking Engagement Roadmap 52

Gainsight

SEPTEMBER 28, 2020

They also want to protect their customer base by placing a renewed and focused emphasis on particular segments within the base. That means improving or increasing their customer success managers (CSM) ratios for their top Annual Recurring Revenue (ARR) customers, especially those at an enterprise level. .

Webinar 98

Webinar NPS E-support Customers 98