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. We didn’t use any special tool.

Journey mapping 86

Journey mapping Accountability Marketing Metrics 86

CustomerSuccessBox

FEBRUARY 28, 2022

However, what has changed more radically is the way the technology is purchased and adopted by a customer. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore.

Upselling 52

Upselling Customer advocacy SaaS Education 52

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Austin Ridgeway, Director, HGS Healthcare. Undeniably, the healthcare compliance list is long, and a moving target.

Healthcare 100

Healthcare B2C Government Analytics 100

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. We didn’t use any special tool.

Journey mapping 62

Journey mapping Accountability Marketing Metrics 62

CSM Practice

OCTOBER 13, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. For this to happen, you must consider whether you have the right tools in place to establish a joint accountability with your client. Why keep your customers accountable?

Accountability 40

Accountability Education Management Personalization 40

CustomerSuccessBox

MARCH 9, 2022

There are typically two tools commonly used by SaaS businesses to manage this mission. One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. What is CRM ? What is its primary function?

CRM 52

CRM SaaS Accountability Sales 52

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

SaaS 98

SaaS Customer centricity Accountability Education 98

CSM Practice

JULY 6, 2020

However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. The strong suit of the SaaS model is the generation of recurrent revenues. We covered how to make renewals in another blog. 1. Fewer New Prospects.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. The strong suit of the SaaS model is the generation of recurrent revenues. We covered how to make renewals in another blog. 1. Fewer New Prospects.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

SEPTEMBER 25, 2019

The subscription model has changed everything. A good customer success manager (CSM) must understand the factors that result in churn and how to overcome these factors by taking customer success to the next level. Delivering on what was promised in the sales process alone has proven to be insufficient in preventing churn.

Accountability 65

Accountability Benchmark SaaS Surveys 65

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. You need to continue to modify your strategy and hence the cyclical approach.

Metrics 61

Metrics Upselling Journey mapping CRM 61

ChurnZero

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results?

Customer centricity 60

Customer centricity Coaching Accountability Consulting 60

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. You need to continue to modify your strategy and hence the cyclical approach.

Metrics 49

Metrics Upselling Journey mapping CRM 49

CSM Practice

SEPTEMBER 25, 2020

08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 16:40 – Irit discusses a part of the survey result that shows companies are planning on letting customer success managers go or shrink.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Totango

MAY 15, 2024

Explore the current challenges, market opportunities, and transformative potential of AI in CS as Totango + Catalyst leaders Chris Winkler , Head of Product Marketing, and Kellie Vivanco , Head of Customer Growth Marketing, share their take on key takeaways from the event. #1: Experts repeatedly reminded attendees that AI is not the goal.

Sales 105

Sales Enterprise B2B Marketing 105

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? based customer support managers, directors, VPs, and executives. based customer support managers, directors, VPs, and executives. Key Takeaways. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) The ESG Customer Success Maturity Model is not linear. So, what are you waiting for?

Journey mapping 91

Journey mapping Construction Analytics Education 91

aircall

MAY 24, 2021

Technical terms and processes can be complicated, so we’re breaking things down by defining a digital transformation framework and a digital operating model. What Is a Digital Transformation Framework? The best place to start is to note your current challenges and understand what’s driving digital transformation.

Best practices 62

Best practices Call Center Technology Analytics 62

AWS Machine Learning

MARCH 4, 2024

However, when employing the use of traditional natural language processing (NLP) models, they found that these solutions struggled to fully understand the nuanced feedback found in open-ended survey responses. These qualitative data points deepen researchers’ understanding beyond what multiple-choice questions can capture alone.

Feedback 102

Feedback APIs Engineering Surveys 102

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. Cleanliness. Staff & service. Amenities.

Surveys 146

Surveys Journey mapping Feedback B2B 146

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. What is the difference between B2B and B2C?

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Amity

MARCH 8, 2017

Amity got the chance the visit Sysomos’ Toronto office to meet David Follert , Manager of Customer Success. We asked him how Customer Success Management became a pillar of Sysomos’ culture and how his team’s structure and priorities have evolved over the years. Can you tell us about your responsibilities at Sysomos?

Education 57

Education Enterprise SaaS Analytics 57

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. Brief won’t be easy, but I can try!

Marketing 80

Marketing Customer centricity Coaching Sales 80

ijgolding

APRIL 21, 2015

To really stand out from the crowd and succeed, companies need a unique competitive advantage – one that can only be gained through the strength of the relationships forged in their key accounts. They were the ones who decided what processes their customers had to follow. Are you ready? The Balance of Power is Shifting.

B2B 53

B2B Customer centricity Accountability Technology 53

Totango

NOVEMBER 12, 2020

The six key challenges outlined above can be mitigated by using Customer Success technology to collect and analyze customer data and use the findings to create goal-based, results-driven processes. . Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers.

Technology 102

Technology Customer centricity Enterprise Surveys 102

ChurnZero

JANUARY 13, 2023

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future. What other changes are coming down the pike for Customer Success? A few common themes emerged. Joel Passen , co-founder, Sturdy.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Technology 87

Technology Customer centricity Enterprise Surveys 87