Totango

DECEMBER 6, 2021

A positive post-sale experience encourages customers to expand their use of a brand’s products, renew their subscriptions and become loyal brand advocates, referring new customers who will soon become loyal advocates as well. Automated workflows can then be set up to implement best practices that promote desired outcomes.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Mindtouch

MARCH 14, 2017

.” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . Q: Myshka, why are you in the CX industry?

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

CustomerSuccessBox

DECEMBER 6, 2021

Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. Ari Hoffman.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus?

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. You may wish to follow the links above to learn more about other Customer Success metric categories. Customer Success Team Performance Metrics You Should Monitor. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

MAY 31, 2021

And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. Essential Responsibilities of Customer Success Managers. Onboarding Customers. The post What are the responsibilities of Customer Success Manager (CSM)?

Management 52

Management SaaS Customer advocacy Accountability 52

Nicereply

JUNE 21, 2021

Staying positive under pressure is a skill that takes a lot of practice. Maintaining the same customer-facing tone, helpful attitude, and all other customer service best practices can be incredibly difficult when ticket loads spike or some mass failure event occurs. Staying Positive in Crisis Mode.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

InGenius

APRIL 20, 2018

For more information on how to participate in the community, check out this blog post. Jorie plays an important role here at InGenius as a Customer Relationship Manager and we're so pleased to share her words of wisdom on customer success. CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius.

Management 63

Management Customer advocacy Best practices Personalization 63

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. We haven’t applied different surveys to different customer segments and we haven’t used the surveys for any other parts of the business.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

ClientSuccess

APRIL 4, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. True customer advocacy – giving everything I have to building customer success as a culture.

Management 40

Management Customer advocacy Best practices SaaS 40

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. Generating content that is initiated from what customers do and say is powerful. Final Thoughts.

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

Influitive

MAY 12, 2016

In this blog, we’ll outline how advocate marketing can improve your ABM strategy and how you can start using these complementary strategies together ASAP. Learn how to make your account-based marketing more effective with advocacy. The five-part Playbook is a detailed “how-to” guide based on proven best practices.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

CSM Practice

APRIL 16, 2019

ng new customers thr?ugh In this blog, I’m going to share best practices and proven tactics to help your company increase new business deals, accelerate your sales cycle and increase net retention rate using best of breed advocacy playbooks for Customer Success teams. identify w??? your unique ?u?t?m?r

Customer advocacy 55

Customer advocacy Upselling Management Best practices 55

NICE inContact

OCTOBER 12, 2017

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. By using these practices, you can assemble a customer experience measurement strategy for your business that blends the science needed to drive results with the art that makes it uniquely yours.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

NICE inContact

OCTOBER 12, 2017

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. By using these practices, you can assemble a customer experience measurement strategy for your business that blends the science needed to drive results with the art that makes it uniquely yours.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The post Recipe for Success – The Alphabet Soup of Customer Experience Acronyms appeared first on inContact Blog.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The post Recipe for Success – The Alphabet Soup of Customer Experience Acronyms appeared first on inContact Blog.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. The post Recipe for Success – The Alphabet Soup of Customer Experience Acronyms appeared first on inContact Blog.

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

Influitive

OCTOBER 11, 2015

Engaged customers are more likely to spread positive word of mouth about your brand through blogs and social media, videos, case studies, speaking engagements and other activities. Here’s how you can leverage and motivate advocates throughout the customer lifecycle.

B2B 111

B2B Marketing Best practices Feedback 111

Customer Guru

AUGUST 21, 2018

He is a keynote speaker and through his NPS Loyalty Forum, he brought together, for the first time, business leaders from across the world to share best practices in creating a culture of customer advocacy. Rod Butcher Follow @rodbutcher.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

SmartKarrot

NOVEMBER 2, 2022

High operational cost due to the inability to implement best practices across the organization. Another challenge in account management is the high operational cost incurred by an organization due to its inability to implement best practices across the organization. Inconsistent advocacy management process with customers.

Accountability 10

Accountability Management Best practices Customer advocacy 10

Education Services Group

JULY 11, 2022

Customer Success Professional. Gainsight has used CSP to mean Customer Success Professional in reports and blog posts. In 2019, they produced a State of the Customer Success Profession report, going into great detail on the projected future of CSMs and CS Ops personnel. We can see why CSP is handy in this context.

Personalization 52

Personalization Sales Technology Best practices 52

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. The good news is that drawing on the experience from other maturity models, we identified a few best practices.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

CSM Practice

JANUARY 17, 2017

To try and assess the answer to this question, I interviewed Noy Bar, Americas Region Customer Success Manager at HP Enterprise and Anna Connell, Sr. In this scenario, the CSM helps the client solve related business challenges, suggest new processes, advise on industry best practices, and become the client’s internal advocate.

SaaS 40

SaaS Accountability Metrics Enterprise 40

Influitive

AUGUST 3, 2015

Provide them with tips, tricks and best practices before asking them to post on a review site. To get your advocates more involved in your content , use their photos and quotes in blog posts and ebooks. You could also point them to blog posts on related industry websites where they can leave a comment.

B2B 66

B2B Marketing B2C Education 66

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Peter Armaly. James Scott.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’ Megan Bowen.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Nicereply

MAY 22, 2023

The experience of your team can make the process of developing guidelines easier, so be patient and allow your team to collect the most common questions from your customers. Don’t hesitate to use templates and best practices from the professionals of the industry.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

ChurnZero

JUNE 27, 2023

Subjective internal: Results of periodic business reviews, Customer Success Manager (CSM) sentiment, engagement and responsiveness, customer fit within the ideal customer profile (ICP). Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI).

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

SmartKarrot

AUGUST 7, 2020

Exposure to subscription- and renewal-based business processes, upselling or cross-selling, and deep knowledge of and experience in implementing customer success best practices. For a detailed list of interview questions, you may consider giving a quick glance at this blog. Other Roles on Customer Success Teams.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18