ChurnZero

JANUARY 15, 2021

As global, multibillion-dollar software and computing infrastructure companies transition to subscription-based models, they must work with their extensive channel partner networks to enable and deliver Customer Success to end customers. Bri Adams , Customer Success Team Lead, ChurnZero. Customer Success will grow businesses.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Playvox

SEPTEMBER 30, 2022

Your Customer Service Team Matters. Lilith Antunovic , customer experience manager at Rentman , found herself experiencing this issue throughout her career — so she set out to change the view of customer service teams within the community. And it misses the metric most executives jump to address: revenue.

Customer Support 67

Customer Support Contact Center Upselling Customer centricity 67

Inbenta

JANUARY 17, 2022

Those businesses that managed to adapt to the pandemic are not exempt from challenges. Forrester states that B2B buyers find that competence demonstrated during the buying process is the most significant driver of purchase choice, ahead of relationships with sales reps or customer references.

Customer Service 98

Customer Service Self service Chatbots B2B 98

ClientSuccess

MARCH 28, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. Company : Loopio. Question 1.

Management 41

Management Best practices Customer centricity SaaS 41

ChurnZero

APRIL 8, 2020

So how best do you go about developing customer advocacy in your organization? Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience. developing customer advocacy is a must.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. You never get a second chance to make a first impression, and this adage is even more important when it’s a customer relationship on the line.

Upselling 54

Upselling Accountability Customer centricity SaaS 54

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement.

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

MARCH 20, 2020

The recent evolution of Customer Success, compounded by its intersection (and overlap) with more established functions, such as Account Management and Customer Support, creates an ambiguous amalgam of desired skills and competencies—turning idealized moderation into a murky mix. . Are Customer Success Managers no different?

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

PeopleMetrics

NOVEMBER 13, 2015

This scenario brings up two of our focuses at PeopleMetrics—the prospect-to-customer experience and customer experience metrics. How do you support the entire customer experience, from before the customer’s initial purchase through their last? And what metrics will enable that support? See you soon.

Sales 79

Sales Customer Experience Metrics Consulting 79

ClientSuccess

APRIL 25, 2017

Customer journey maps help organizations understand who exactly is responsible for particular customer interactions and can help departments determine which customer success metrics are most pertinent to track. View a high rez version of the customer journey map. Walk in Your Customer’s Shoes.

Journey mapping 40

Journey mapping Customer centricity Best practices Metrics 40

PeopleMetrics

MAY 30, 2015

In customer experience management , those challenges can threaten how we relate to customers as people. As customer experience professionals , our job is to help them, so they’ll come back again. Because if we’re not helpful, then customers will look elsewhere.

Best practices 120

Best practices Customer Experience Journey mapping Feedback 120

Noble Systems

MARCH 19, 2021

This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. These teams can benefit greatly from call center solutions for small business that can help them manage customer contacts and improve SMB customer service delivery.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Mindtouch

MARCH 27, 2019

Connecting with Customers from Start to Finish. Learn why next-gen customer self-service requires next-gen knowledge management. Download The Ebook. companies that win the customer start with the customer. For good reason, too: companies that fail to capture awareness risk losing out to competitors.

Self service 48

Self service Banking Customer centricity Education 48

CSM Practice

FEBRUARY 15, 2019

The day to day frenzy of the pursuit of excellence is necessary, but don’t let it distract you from understanding what’s happening for your customer. And although we first see the customer-centric model appear specifically in SAS companies, it’s not trickling into many other businesses. Resources & Links Related to Episode.

Customer centricity 49

Customer centricity Best practices Consulting Consulting 49

CSM Practice

FEBRUARY 15, 2019

The day to day frenzy of the pursuit of excellence is necessary, but don’t let it distract you from understanding what’s happening for your customer. And although we first see the customer-centric model appear specifically in SAS companies, it’s not trickling into many other businesses. Resources & Links Related to Episode.

Customer centricity 53

Customer centricity Best practices Consulting Consulting 53

ClientSuccess

OCTOBER 19, 2017

What Makes the SoapBox Customer Success Team So Special? What makes them so special is that they’re caring for each other and their customers. This translates into a great customer-centric culture, where each team member is happy and looks forward to helping in any manner they can.

Best practices 41

Best practices Customer centricity SaaS Metrics 41

customer sure

NOVEMBER 11, 2014

So we didn’t manage to achieve the goals we set out to. For a long time we only offered one free downloadable resource – an ebook ‘ How to Take Control of Customer Satisfaction ‘ It’s packed full of valuable information and those who did read it rated it as 9 or 10 out of 10. What we learned.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

ClientSuccess

JUNE 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Early in my career, I made it a point to get to know each of the product managers within my organization. Customer-centric Growth by Lincoln Murphy.

Marketing 40

Marketing Sales Consulting Consulting 40

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Rick Adams.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

SaaS 88

SaaS Finance Customer centricity Metrics 88

Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. Understanding Customer Experience. Customer experience (CX) is not a singular event, but the compounded impact of all touch points a customer encounters in their journey.

Customer Experience 62

Customer Experience Surveys Feedback Metrics 62

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41