ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. Why customer feedback is important.

Feedback 65

Feedback Customer advocacy SaaS Surveys 65

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Success is a tricky department because it does not yield instant ROI. So we can get down to some of the Customer Success’ key performance indicators (KPIs) for 2022.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 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

Strikedeck

AUGUST 17, 2021

Janelle Mansfield, Vice President of Customer Success and Customer Experience at Gazelle.ai, discusses three principles to ensure an integrated approach to improving brand strategy and service transformation in an interview with Vincent Manlapaz. first appeared on Strikedeck | Customer Success Platform.

Surveys 59

Surveys Customer Experience Customer advocacy SaaS 59

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Customer data may reside in the following categories, depending on your organization: Customer engagement CRM Support Tickets Surveys Product Financial Contract terms Customer Success Tool.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

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. You find these customers by tracking customer data. . Use surveys like NPS to help gather customer sentiment.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

Amity

MARCH 29, 2016

SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? • Customer-Centric Companies Sweat the Details.

Customer centricity 65

Customer centricity Customer advocacy SaaS Construction 65

CustomerSuccessBox

MARCH 10, 2022

Create better customer experiences. In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. But hold that thought!

Management 52

Management Customer retention SaaS Customer advocacy 52

CustomerSuccessBox

DECEMBER 13, 2021

Yes, but not custom to EACH customer. There should be prescriptive onboarding options that fit the use cases, organization size, and complexity of each customer. That said, one of the tenets of SaaS is prescriptive and scalable solutions. In most SaaS companies, these PMs should also be armed with product knowledge.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. Here’s how-. Accounts Per CSM.

Management 52

Management Upselling SaaS Accountability 52

Amity

JULY 4, 2017

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Analyze the results of your NPS program quickly.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Analytics Customer retention 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ChurnZero

OCTOBER 6, 2020

They help leaders connect the dots between engagement and performance with tools including employee surveys, goal setting and tracking tools, peer-to-peer recognition, real-time feedback, and robust people analytics. Not only has the team experienced sharp increases in Net Promoter Score® (NPS) , but customers are more engaged than ever.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

SmartKarrot

MARCH 28, 2022

Here are some recent statistics on advocacy marketing. 88% of respondents in a recent survey expressed that they consider online reviews as trustworthy as personal recommendations. In a recent survey, 76% of respondents stated that they could trust content posted by “regular” people more than the content provided by brands.

Marketing 10

Marketing Customer advocacy B2B Advertising 10

SmartKarrot

DECEMBER 3, 2020

Keep track of customer behavior. Another new aspect of 2021’s New Year’s resolution is to monitor customer behavior. Check-ins and surveys are great ways to monitor customer health and satisfaction. Keeping in mind customer experience metrics , it is necessary to keep customer behavior in track.

Management 10

Management Customer centricity Journey mapping SaaS 10

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. In the B2B world, the customer experience is crucial for businesses to differentiate themselves in a crowded market. Customer account journey for B2B organizations can help with this. . Then comes the adoption stage.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

OCTOBER 13, 2023

Using the power of customer data, businesses can decode underlying patterns of behavior. Collecting feedback, whether through direct conversations, surveys, or digital touchpoints , is a direct line into their psyche. The insights derived can help tailor products, services, and experiences that mirror their expectations and desires.

Customer retention 10

Customer retention Customer centricity Education Feedback 10