ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? developing customer advocacy is a must.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ShepHyken

AUGUST 27, 2021

More than 84% of customers do not rely on advertisements. Hence, customer advocacy has become really important in this era. This is where customer experience can be a remarkable tool to spread the word. Seeking feedback from the customers helps a company to segregate the experience on these phases.

Customer Experience 380

Customer Experience Technical Support Finance Customer advocacy 380

ChurnZero

JUNE 27, 2023

In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1. 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

CustomerSuccessBox

DECEMBER 13, 2021

Some common customer success automation tools include: Welcome emails and follow-up messages AI chatbots Design automated customer workflows throughout the customer lifecycle Drive product adoption with automated engagement like sharing high value action steps with new user over self onboarding Drip. Customer Journey Mapping.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

Pointillist

JUNE 7, 2021

. “ Companies cannot solve customer needs within the traditional organizational silos. Companies that use customer journey programs to realign their organization around their customer can realize improvements of 20 to 40 points in customer advocacy scores, cost reductions of 15% to 25%, and revenue increases of 10% to 20%.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Ask CSMs for feedback as new procedures and content is rolled out.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Totango

OCTOBER 22, 2019

Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Drive customer advocacy by providing a simple, effective onboarding process. Proactively manage customer communications. Paying close attention to any customer feedback. .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49