InGenius

DECEMBER 19, 2019

Not just an exhibitor, we were excited to join our customers in several different presentation tracks and keynote sessions: Revolutionizing Salesforce Phone Integration and the Future of CTI , featuring partner Illuma Labs. Investing in our customers. Our efforts did not go unnoticed.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Amity

JULY 4, 2017

Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

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

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus? eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing Customer advocacy Surveys Best practices 52

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

ChurnZero

JUNE 27, 2023

Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI). It’s worth noting that organizing data is considerably easier if your company uses a unique account identifier—that is one code that uniquely identifies a customer universally across all company systems.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. You can use the insights to understand your customers and find ways to serve them better.

Education 59

Education Accountability Customer retention Journey mapping 59

Education Services Group

MAY 13, 2020

Here are some of the key takeaways from our webinar. If we went back in time ten or twenty years, before Customer Success was commonplace, we’d likely see one of two organizations owning the customer relationship post-sale, serving as the ‘trusted advisor’ to the customer. Maintaining customer advocacy at your core.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

ChurnZero

JUNE 28, 2019

Whether sharing a potential product application or an alternative feature use with a customer, not all of your feedback will be considered a slam dunk by your customers. But for the feedback that does stick, your account will consider you their customer champion. Customer) Fit is Key. Upcoming Webinar.

B2B 49

B2B B2C Entertainment Customer advocacy 49

ChurnZero

OCTOBER 25, 2019

It is time to boldly revamp your onboarding process to instead focus where your customers struggle the most – developing the capacity to drive internal success on their own. No worries if you missed the webinar (or would just simply like to view it again) you can view it on-demand here. Who in your organization is accountable for that?

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

ChurnZero

JANUARY 10, 2020

“Investing in our customers’ success is one of ShootProof’s top priorities. He is passionate about customer advocacy and believes that there’s no more powerful growth engine than delighted customers. ” . 3) Lisa Schreiber, (First) Chief Customer Success Officer, Forcepoint .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Amity

APRIL 24, 2017

They focus on responding to user inquiries (call and emails), but also spend 20% to 30% of their time on projects to help reduce ticket volume — For example, writing Help Center articles, and conducting training webinars. We over-invested in Customer Success early, and we used that to differentiate ourselves as a company.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Influitive

JANUARY 27, 2017

January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on. (If If you’re curious about previous years,

B2B 91

B2B Marketing Personalization Accountability 91

SmartKarrot

JANUARY 27, 2022

Undoubtedly, this workflow automation comes in handy, but it is helpful only when you target the right potential customers. Account-based marketing is the first real step towards achieving the marketing automation dream. So, why has the account-based approach not been applied in each and every company? Like what you are reading?

Accountability 10

Accountability Sales Marketing Customer advocacy 10

SmartKarrot

OCTOBER 19, 2022

Apply here: [link] Role: Head of Customer Success Location: San Francisco, CA, US Organization: Creator Deck As a Head of Customer Success, you will coach, recruit, train, and mentor an exceptional team of customer success professionals, while playing a hands on role with many of the largest strategic accounts.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

JULY 28, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing.

Customer advocacy 19

Customer advocacy Customer centricity Metrics Education 19

SmartKarrot

OCTOBER 13, 2022

However, many companies have different strategies and approaches when it comes to who should own/lead account expansion and how involved CSMs should be. The best lifecycle stage for an account to upsell and cross-sell to customers. Customer Success. What do you mean by the term expansion revenue in B2B SaaS?

Accountability 10

Accountability Management Upselling Customer advocacy 10

SmartKarrot

AUGUST 3, 2021

Increase renewal rates and customer retention via the CSM team. Champion customer growth opportunities for revenue growth (up-sell/cross-sell) through involved advocacy and collaborate with account executives. Drive product adoption through 1:1 customer interactions, training sessions, events and webinars.

Benchmark 10

Benchmark Customer advocacy Customer retention Education 10

SmartKarrot

JULY 19, 2021

Apply here: [link] Role: Customer Success Manager, Team Lead Location: Centreville, VA, US Organization: Stack Overflow As a Customer Success Manager, you will be responsible for customers’ growth & success via strategic development, key stakeholder management, data insights and account leadership.

Consulting 10

Consulting Consulting Customer advocacy Education 10

SmartKarrot

NOVEMBER 6, 2020

Enable customer success throughout Lionbridge by partnering closely with the Sales, Marketing, and Product teams to develop strategies that align with our customers’ key objectives. Always driving customer satisfaction, retention, and advocacy. Apply here: [link].

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

SmartKarrot

MAY 19, 2022

While the onus of ensuring customer success falls on customer success teams, it is important to notice that all teams play an important part. Customer success teams are responsible for successful onboarding of the customers, reducing churn, increasing customer advocacy , and ensuring customer lifetime value increases.

Customer centricity 10

Customer centricity Brand ambassadors B2B Customer advocacy 10

SmartKarrot

OCTOBER 13, 2023

Grouping customers based on shared characteristics, behaviour, or preferences is no longer optional. By crafting experiences that cater to the specific needs of different segments, account managers can foster a deeper connection and understanding, eliminating the feeling of being ‘just another customer’ in a vast sea.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

CustomerSuccessBox

JUNE 15, 2020

So, to help Customer Success rise up to the occasion, we recently conducted 4 webinars where we invited various industry leaders and discussed how Customer Success will play a massive role for companies to thrive during this pandemic. instead of focusing only on KPIs and metrics it’s important to make the customer successful.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

Amity

JANUARY 20, 2016

In this article, Catherine Blackmore identifies the different ways each department can drive change by aligning their goals with Customer Success. While the charter of Customer Success is to drive product adoption and help customers unlock the value of your solution, many departments are stuck in red account hell.

SaaS 48

SaaS Accountability Customer advocacy Upselling 48

ChurnZero

JANUARY 6, 2025

Well also see a lot more digital CS in the enterprise space, with engagement models based on how the customer wants to interact with you, rather than just on company size or annual spend. “CS will play a bigger role in nurturing and sourcing customer advocacy, says Captivate Collective ‘s Liz Richardson.

SaaS 52

SaaS Customer advocacy Best practices Finance 52

CustomerSuccessBox

NOVEMBER 24, 2021

Retaining customers Improving your brand’s reputation Customer Advocacy Competitive advantage Converting potential customers into real customers. These reasons give a glimpse of why creating and proving customer value is extremely important. Build Community for your customers.

Upselling 52

Upselling Feedback Customer advocacy B2B 52