CustomerSuccessBox

JUNE 21, 2022

To help you, we have compiled a list of the top 8 strategies that will enable you to carry out customer onboarding at scale. 8 Best Strategies for Customer Onboarding at Scale. Well-defined Sales-to-Onboarding Handoff. Making a connection with the customer is essential before they’re onboarded.

Education 52

Education Customer retention Sales B2B 52

aircall

AUGUST 5, 2022

Above all, this increases your conversion rate and customer retention (which is even more important in this economy). . To get the latest industry best practices, we tapped experts at Teamleader and Aircall to give you an exclusive glimpse behind the scenes. . Strategically aligning sales and marketing .

Sales 62

Sales SaaS Marketing Personalization 62

ClientSuccess

JANUARY 10, 2020

One of the biggest reasons customer onboarding experiences go off the rails is because end users (the ones typically in onboarding sessions) and even some mid-level managers might not even know why they’re learning a new platform or what value they stand to gain. A best practice is to take bits of both of these tactics and combine them. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

One of the biggest reasons customer onboarding experiences go off the rails is because end users (the ones typically in onboarding sessions) and even some mid-level managers might not even know why they’re learning a new platform or what value they stand to gain. A best practice is to take bits of both of these tactics and combine them. .

Best practices 64

Best practices Metrics Feedback SaaS 64

Nicereply

NOVEMBER 21, 2023

When to Use: Post-purchase: Within 24 to 48 hours after purchase After customer service interaction: Right after a support ticket is resolved Post-onboarding: Once a user has completed the onboarding process Why They Matter: Transactional NPS surveys are excellent for understanding the customer’s feelings about a particular transaction.

Surveys 59

Surveys B2B Feedback Education 59

Totango

AUGUST 23, 2022

What Are B2B Customer Journey Touchpoints? B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. B2B Customer Journey Touchpoints and Your Team.

B2B 118

B2B Journey mapping SaaS Engineering 118

CSM Magazine

FEBRUARY 22, 2022

Over time, the client will forget about your business and won’t buy again, which means you will lose opportunities for sales and loyalty. That’s why it’s crucial to inform your customers continuously, whether it’s about promotional offers, new features, and so forth. Increase sales opportunities.

Brand ambassadors 52

Brand ambassadors Education Sales Marketing 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

JUNE 21, 2019

They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. A widespread obsession with customer acquisition leaves companies blind to the pool of revenue opportunity within customer retention.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Gamification 98

Gamification Marketing Metrics Sales 98

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Yea, I can answer that.

Finance 61

Finance SaaS Education Customer retention 61

ChurnZero

JULY 7, 2020

Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Build a Great Infrastructure.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Satrix Solutions

AUGUST 26, 2019

More VC firms are embracing the “community” approach and implementing software such as Moblize , Union , and Hivebright , to create platforms where founders and subject matter experts can come together to share best practices, helpful resources, and valuable insights. So, what’s driving this strategic focus?

Customer Experience 60

Customer Experience Best practices Customer retention Sales 60

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)?

SaaS 80

SaaS Metrics Customer retention Analytics 80

CustomerSuccessBox

NOVEMBER 19, 2018

We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE , Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. The faster the customer achieves desired outcome, the higher the chances of customer retention.

SaaS 72

SaaS Metrics Benchmark Upselling 72

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Each such event should be associated with a default action to be followed, following your digital-first customer success strategy.

Upselling 65

Upselling Accountability Customer retention Metrics 65

Education Services Group

JUNE 4, 2019

Events like this create an environment where best practices can be shared — people are passionate about solving the same problems and your existing customers have a platform to tell others how helpful you’ve been. Sales and expansion will come naturally. Customer Success Can Borrow From Marketing.

Marketing 53

Marketing Best practices Upselling Feedback 53

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

JustCall

APRIL 3, 2023

Client success is not just about solving the customer’s problems but also providing proactive support to help them get the most value from your product/service. According to data, “increasing customer retention rates by 5% increases profits by 25% to 95%.” What is customer success?

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. .

Gamification 52

Gamification Marketing Metrics Sales 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. But that really didn’t work.

Journey mapping 112

Journey mapping Accountability Marketing Metrics 112

SmartKarrot

APRIL 15, 2022

Onboard new clients (post-sales) deliver best practice client training and ensure strong levels of client satisfaction. Challenge the customers on how they operate, share examples of other customers and best practice. Be responsible for customer retention. Apply here: [link].

Best practices 19

Best practices Employee engagement Accountability Metrics 19

CustomerSuccessBox

OCTOBER 4, 2018

However, since it is a comparatively new field, there are many different ideas, thoughts on how one should be building a customer success team so that it can have a big impact on the bottom-line. The aim of customer success is to keep the customers happy and engaged so that they are using your product to achieve their goals.

SaaS 77

SaaS Customer retention Accountability Consulting 77

CSM Practice

JULY 6, 2020

In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. The New SaaS Sales Environment during COVID-19. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. The New SaaS Sales Environment during COVID-19. To learn how to sell more to existing customers, we need to understand the changes that have taken place in the SaaS scene.

SaaS 71

SaaS Upselling Accountability Sales 71

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping the benefits of their own CS CoEs.

Metrics 52

Metrics Best practices Analytics Enterprise 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. But that really didn’t work.

Journey mapping 87

Journey mapping Accountability Marketing Metrics 87

SmartKarrot

OCTOBER 19, 2022

Building a Customer Success organization that supports customers from onboarding through renewal. Creating best-in-class processes for onboarding, training, support, engagement, and business reviews. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

bold360 Blog

JUNE 19, 2019

But the benefits of AI needn’t be limited to post-sale support; There are opportunities all along the customer journey to personalize interactions and drive better business metrics. That’s why we here at Bold360 recently announced our transition to a suite of products for various customer service, support, and sales use cases.

Chatbots 45

Chatbots Metrics Advertising Sales 45

Education Services Group

JUNE 7, 2022

CSMs have such close relationships with their customers that it’s usually a good idea for Customer Success to own the advocacy program. Sometimes, Marketing or Sales might. After all, assisting other departments makes it easier to be advocates for our customers when the time comes, right?

Customer advocacy 52

Customer advocacy B2B Consulting Consulting 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. But that really didn’t work.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

ProProfs Blog

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. All these challenges played a pivotal role in lowering a customer’s faith and loyalty in the brand. Contact centers are a core part of customer service. That’s not all.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Callminer

JULY 15, 2019

Thursday, July 25th Customer Experience. We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar! How to Use SA to Close more Sales featuring JLodge. Link for WebinarStock US Sessions. Can you Hear Me Now?

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Education Services Group

JULY 27, 2021

Whether they’ve been with a particular customer from the very beginning or jumped in to build that relationship somewhere along the journey, you can bet that a CSM has deep insight into each of their customer’s pain points and how your business is solving them. How Customer Success can use case studies.

Sales 52

Sales Marketing Accountability Best practices 52

SmartKarrot

APRIL 28, 2021

Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth. Read and analyze customers’ results and share best practices with the team for them to educate customers to improve their results.

Real estate 10

Real estate Upselling Customer retention Accountability 10

SmartKarrot

JUNE 25, 2021

Apply here: [link] Role: Head of Customer Success Location: San Francisco, CA, US Organization: Turn/River Capital As a Head of Customer Success, you will work with the leadership teams at 2 to 3 of the Turn/River portfolio companies to develop and implement retention and growth strategies and build operational best practices.

Enterprise 10

Enterprise Upselling Best practices Customer retention 10