TechSee

APRIL 1, 2024

Gone are the days of complex downloads and external tools – this makes visual assistance smoother and more user-friendly for everyone involved. This innovative approach has seen phenomenal success, successfully automating upwards of 90% of fiber customer self-installations by using visuals to guide users at every step.

Self service 124

Self service Consulting Consulting Contact Center 124

TechSee

APRIL 1, 2024

Gone are the days of complex downloads and external tools – this makes visual assistance smoother and more user-friendly for everyone involved. This innovative approach has seen phenomenal success, successfully automating upwards of 90% of fiber customer self-installations by using visuals to guide users at every step.

Self service 109

Self service Consulting Consulting Contact Center 109

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Onboarding is one of the first times your customer engages with your business. Onboarding is one of the first times your customer engages with your business. Customer success software.

Enterprise 104

Enterprise Customer Support SaaS Sales 104

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth.

Journey mapping 102

Journey mapping Enterprise Best practices Marketing 102

Totango

AUGUST 18, 2021

Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they upgrade to premium buyers or they become inactive users. What Is a Freemium Onboarding Email Sequence?

Best practices 116

Best practices Benchmark SaaS Enterprise 116

Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business. First, we’ll define what customer retention automation is.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. They are: Use Customer Goals and Objectives to Personalize Onboarding. Reduce Friction and Other Engagement Barriers.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

AWS Machine Learning

DECEMBER 1, 2023

As organizations scale the adoption of machine learning (ML), they are looking for efficient and reliable ways to deploy new infrastructure and onboard teams to ML environments. One of the challenges is setting up authentication and fine-grained permissions for users based on their roles and activities. In the Who will use Studio?

Enterprise 94

Enterprise APIs Accountability Government 94

CSM Magazine

MARCH 26, 2024

For developers embedded in the technical details of software creation, it’s easy to overlook the end user’s perspective. But developers are instrumental in shaping customer experiences that can make or break the success of a SaaS product. Understand Your Customer Start by stepping into the shoes of your customers.

SaaS 52

SaaS Customer Experience Construction Analytics 52

ClientSuccess

SEPTEMBER 13, 2022

While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success. Understanding customer onboarding speed. So, what is customer onboarding speed?

Benchmark 76

Benchmark Metrics Education Accountability 76

ChurnZero

APRIL 1, 2024

Customer success is one of the most impactful teams on the post-sale experience. Here’s how your customer success team can help maximize the influence of previous experience on repeat buyers: 1: Drive key stakeholder engagement. Customer success teams play a strategic role in driving product adoption.

B2B 92

B2B SaaS Sales Accountability 92

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Journey mapping 83

Journey mapping Enterprise Accountability Feedback 83

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. . What barriers to success are customers facing today?

Education 98

Education Benchmark Customer retention Metrics 98

ChurnZero

DECEMBER 7, 2023

This year, five spectacular customer success teams have joined the list. Each winning team has achieved remarkable results in one of five categories—onboarding, adoption, renewals and expansion, advocacy, and innovation—using smart, digital-first strategies powered by their ChurnZero customer success software.

Accountability 52

Accountability Upselling Sales Marketing 52

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Help users navigate complex workflows, resulting in quicker product proficiency and customer satisfaction. This enhances your user engagement and ensures your customers are always informed.

Enterprise 84

Enterprise Feedback Surveys Marketing 84

ChurnZero

MAY 30, 2024

Customer education is essential for the success of your product. You might group it by stages of the onboarding and adoption process, or by product features or product edition. You can also use focus groups or user testing engagements. If your customers don’t understand your product, they will not use it.

Education 95

Education Feedback Entertainment Metrics 95

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer success. Guiding customers through onboarding. Customer service.

B2B 116

B2B Journey mapping SaaS Engineering 116

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. How to increase customer value during onboarding with Donna Weber. Let me go back to my six-stage onboarding framework.

Gamification 98

Gamification Accountability B2B Enterprise 98

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Upselling B2B SaaS 100

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Upselling B2B SaaS 75

OctopusTech

APRIL 7, 2022

When customers experience a positive onboarding process, it ensures them that they have made the correct choice by buying products from your brand. This guide will help you know more about the customer onboarding process, its importance, and its best practices. What do you mean by Customer Onboarding? Welcome Email.

Best practices 62

Best practices Customer centricity Chatbots Education 62

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. We’re proud to have dedicated 13 years to cultivating best practices and expertise in the customer success software category. Plus, industry experts agree.

Enterprise 112

Enterprise Best practices Analytics Metrics 112

TeamSupport

MAY 11, 2021

There are three things you can do to achieve success for your customers… and for your bottom line. One of the largest drivers was higher user adoption, and two-thirds of support demand is related to the adoption and application of products. Start by offering a comprehensive, personalized onboarding process that includes all users.

B2B 98

B2B Upselling Metrics Education 98

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. How ChurnZero helps SaaS companies onboard new customers. million trusted user reviews.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. We’ll identify six key types of automated messages that every effective customer success manager automation strategy needs to include. Milestone Messaging as a Customer Success Manager Automation Strategy.

Management 106

Management Best practices Upselling Accountability 106

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. This shows just how important user adoption is for your bottom line. Put simply: Improving user adoption means higher retention and lower churn rates. What is user adoption?

SaaS 94

SaaS B2B Accountability Marketing 94

OctopusTech

MAY 25, 2021

However, it’s just half the work done, and the proceeding step is Customer Onboarding successfully. After a new user has been added, most of the companies proceed to their next find. Usually, they forget that new users expect the same chunk as well as some sort of attention during the onboarding process.

B2B 62

B2B outsourcing Customer Support Accountability 62

Totango

MAY 28, 2021

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. You’ve got low user adoption. What Is User Adoption? . User adoption is the rate at which your customers are actively using your product. Why do some accounts report low user adoption?

Metrics 81

Metrics Feedback Accountability Enterprise 81

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. Your onboarding process is a learn-or-churn, adopt-or-get-dropped situation. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding. Segment for Customer Onboarding.

Best practices 98

Best practices SaaS Metrics Sales 98

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Enterprise 113

Enterprise Best practices Feedback Education 113

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. This promotes success for your company as well as your customers. Set success goals for each stage of your customer journey map. Automate your customer success strategy with customer success software.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

SharpenCX

NOVEMBER 17, 2021

Spotify Finds Success. Spotify, originally founded in 2006 in Sweden, continues to see success. Spotify emphasizes customer onboarding. Right off the bat, they give new users a list of reasons to stick around. Although Spotify users can use the app for free, the Premium subscription gives users more functionality.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Totango

FEBRUARY 23, 2022

Here, we’ll show you how to create your path to customer success. Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers want. Why Map Your SaaS Customer Journey?

SaaS 111

SaaS Journey mapping Upselling Best practices 111

Totango

MARCH 19, 2021

The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention. Keep in mind that onboarding can also begin in the presales process.

Best practices 124

Best practices Customer retention Upselling SaaS 124

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. During the onboarding stage, your customer is getting set up so they can begin deriving value from your product.

Best practices 95

Best practices Customer retention Metrics Accountability 95

TeamSupport

DECEMBER 8, 2023

Choosing the right software is critical to your company's success in this area. Ensure that the software you choose can adapt to increased demand, additional users, and changing workflows without compromising performance or exceeding your budget. It can also slow down your onboarding process.

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

CustomerSuccessBox

OCTOBER 2, 2019

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. Now, there’s no guarantee that your customers will experience such success with your software. In this article, we’re going to dig into three key strategies to adopt when onboarding your new customers.

SaaS 88

SaaS Accountability Surveys Customer Experience 88