CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Health Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Health Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CX Accelerator

FEBRUARY 12, 2018

Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. Inform customers on how you plan to use the feedback. Also, try using less traditional methods, such as a customer advocacy program or customer advisory board, for example, to elicit feedback. Twitter - @SueDuris

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

ClientSuccess

JANUARY 4, 2019

Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Health Score Challenge—Customer Health Data Spread Out. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie.

Metrics 53

Metrics SaaS Customer advocacy Accountability 53

Totango

MARCH 29, 2022

For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts. Proactively increasing customer satisfaction through product adoption increases an organization’s NPS and customer advocacy and engagement.

Customer advocacy 101

Customer advocacy Upselling Accountability Sales 101

Totango

JULY 19, 2021

Customer advocacy. Customer support. Not only will your customer success team solve customers’ problems, but they will also help customers have a voice within your company by sharing and acting on their feedback. Give Your Customer Success Team the Right Tools . Onboarding. Churn Reduction.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

Nicereply

MAY 26, 2020

If you’re looking at customer service job postings , you might see a mixture of hard and soft skills listed in the requirements. For example, this technical support posting for DigitalOcean is looking for customer advocacy and communication skills – which are both soft skills. What soft-skills to strive for?

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

Amity

APRIL 24, 2017

Even in Marketing, customer advocacy is a huge part of our strategy. We have a “ladder of advocacy” that we try to guide our customers through, and it’s important for us that Marketing relays and amplifies these stories. On top of that, we do a Customer Success Sync (CSS) daily. Storytelling.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Mindtouch

MAY 2, 2018

It’s no wonder that this has become such a hot topic, especially when you consider that Forrester asserts a 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. The objective to offset customer acquisition costs, which in SaaS alone averaged $1.15/$1.00

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Education Services Group

FEBRUARY 3, 2021

The partnership will include a series of guest articles on each company’s blog, collaborative virtual events such as podcasts and webinars, and additional co-created content on a variety of Customer Success topics. We’re here to help you improve metrics and accomplish your ultimate goal of reduced churn and increased retention.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

CustomerSuccessBox

JUNE 24, 2022

Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. Keep tracking your SaaS retention metrics to success in the churn and retention game.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 63

Customer advocacy B2B Enterprise Feedback 63

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. Customer Experience Measures –. The vast majority of cases, the lower this metric the better.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. Customer Experience Measures –. The vast majority of cases, the lower this metric the better.

Customer Experience 54

Customer Experience Average Handle Time Metrics Customer advocacy 54

aircall

FEBRUARY 23, 2017

Customer engagement is something different, it’s a behavior and attitude, an outcome of customer experience. Overall, it’s sensible to consider customer engagement as a metric to be the sum of a customer’s usage of your product, involvement with your services, feelings towards your brand, and likelihood to give you repeated business.

B2B 79

B2B Advertising Customer advocacy Customer retention 79

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. 5 on all three of our key metrics. Q: What has been your biggest customer experience challenge?

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Totango

FEBRUARY 26, 2021

The best case is when your customer loves your product so much that they recommend it to their friends and colleagues. You can see this from high Net Promoter Scores or by looking at your brand advocates with customer advocacy software services such as Zuberance. Look to DNA-CX to help improve customer renewal. +.

Customer advocacy 63

Customer advocacy Sales Accountability Enterprise 63

NICE inContact

OCTOBER 5, 2017

There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. Customer Experience Measures –. The vast majority of cases, the lower this metric the better.

Customer Experience 49

Customer Experience Average Handle Time Metrics Customer advocacy 49

NICE inContact

OCTOBER 12, 2017

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. One is a measure of how satisfied the customer was with their interaction, the other is a measure of their willingness to recommend you to a friend or colleague. Don’t worry, I’m going to help you.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

NICE inContact

OCTOBER 12, 2017

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. One is a measure of how satisfied the customer was with their interaction, the other is a measure of their willingness to recommend you to a friend or colleague. Don’t worry, I’m going to help you.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

CustomerSuccessBox

MAY 31, 2021

The other responsibilities of a CSM includes- i) Account escalation ii)Periodic health check iii) customer advocacy iv) Renewals and upsells. To know more details about other key responsibilities of CSM, check out this blog – 6 Key Responsibilities of a Customer Success Manager in a SaaS Company.

Management 52

Management SaaS Customer advocacy Accountability 52

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?

Marketing 52

Marketing Customer advocacy Surveys Best practices 52

Horizon CX

AUGUST 3, 2012

It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number.

Customer advocacy 40

Customer advocacy Metrics Surveys Customer Experience 40

CustomerSuccessBox

FEBRUARY 28, 2022

Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. As a Customer Success professional, you’d know how difficult it is to expand your customer base. LAER model in Customer Success.

Customer advocacy 52

Customer advocacy Upselling SaaS Education 52

Tenfold - Contact Center Blog

JANUARY 17, 2018

Customer experience is the new frontier – – while this concept has been shopped around for a few years, it really captured business minds in 2017. Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Team Effort for CX.

Customer advocacy 62

Customer advocacy Construction Upselling B2B 62

Amity

FEBRUARY 18, 2014

Retention Management / Customer Success. Customer Advocacy. These new business activities and process all share a proactive focus on the customer. Customer Ops. Customer Intimacy. Customer Time. Reference Account Management. Trial Conversion. Adoption and Consumption Services. Community Management.

B2B 48

B2B SaaS Customer advocacy Metrics 48

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

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

Nicereply

FEBRUARY 2, 2024

You can use the insights to understand your customers and find ways to serve them better. While customer success focuses on the end result of the customer journey—helping users find value in your product, customer experience strategies focus on the broader customer journey.

Education 59

Education Accountability Customer retention Journey mapping 59

aircall

JUNE 30, 2021

Many customers also prefer reaching out to companies via social media channels. In fact, answering a complaint posted online can increase customer advocacy by as much as 25%. On the other hand, failing to address a complaint on social media can decrease customer advocacy by as much as 50%.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

CSM Practice

MAY 22, 2022

Some important points to remember: Collaboration and teamwork are essential – For a successful renewal process, your customer should interact with a number of people at your firm during the journey. Metrics can help you improve your software and provide insights into data.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle. Account Health. Accounts Per CSM.

Management 52

Management Upselling SaaS Accountability 52

CSM Practice

APRIL 16, 2019

ng new customers thr?ugh In this blog, I’m going to share best practices and proven tactics to help your company increase new business deals, accelerate your sales cycle and increase net retention rate using best of breed advocacy playbooks for Customer Success teams. identify w??? your unique ?u?t?m?r ur??? ?? ??u

Customer advocacy 55

Customer advocacy Upselling Management Best practices 55

ChurnZero

JUNE 27, 2023

In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). The answer is simple: you need a digital-first strategy.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52