Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Increase customer-centered growth through expansions. Case Study: Monster. Case Study: Zoom.

Enterprise 78

Enterprise Customer centricity Customer advocacy Accountability 78

Influitive

JUNE 2, 2015

How Code42 Stepped Up Its B2B Customer Review Game. Code42 launched a customer advocacy program to harness the collective voice of its customers and get more reviews. One of the top goals of the program was to point happy customers to places online where they could share honest feedback about Code42 and its products.

B2B 72

B2B Customer advocacy Gamification Marketing 72

Amity

JULY 4, 2017

One reason why Customer Success teams pay close attention to NPS is that low, decreasing NPS indicates an existing risk of churn. But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

AskNicely

MAY 17, 2017

Fast forward 250 years and Frederick’s customer advocacy playbook is even more relevant to today’s marketers. Not every customer will fall in love with your new service but those that do will help spread the word, if you engage them the right way. Promoting customer case studies. Recommendations to friends.

Airlines 60

Airlines Customer advocacy SaaS Marketing 60

Totango

OCTOBER 13, 2020

Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. Customers who become advocates stimulate enterprise growth and drive value. 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

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. You can read the full case study now. Upland ComSci: Going beyond cost transparency with ITFM.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

CustomerSuccessBox

MAY 9, 2022

Customer data may reside in the following categories, depending on your organization: Customer engagement CRM Support Tickets Surveys Product Financial Contract terms Customer Success Tool. Voice of Customer. Customer Success KPIs. Learn more about Important KPIs for Customer Success.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CustomerSuccessBox

MARCH 10, 2022

Gather the feedback and make them brand advocates. Now it’s about collecting their valuable feedback for the company to make an improvisation of the product for the better and also help other folks to think of buying your product for the benefits they made. For customer advocacy, write case studies, and ask for referrals!

Management 52

Management Customer retention SaaS Customer advocacy 52

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Customer retention Self service 52

inSided

SEPTEMBER 22, 2022

Additionally, if you have segmented your base and / or are using a pooled CSM model, this is a best practice for any customer. Advocacy : Identify or create ambassadors for your brand & software, that you can leverage for e.g. G2 Reviews, Case Studies, beta groups, advisory boards, and more.

Education 59

Education SaaS Accountability Customer advocacy 59

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

Balto

JANUARY 3, 2025

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Amity

JUNE 28, 2017

High CHS, High CMI (Top-Right: Dark Green): These are your star customers, the advocates, the ones that can provide you with the best feedback on your product and push you to the next level. These are the customers you love – and they love you! Additional Thoughts and Suggestions.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

DECEMBER 20, 2019

Data and sentiment will help these “pods” identify advocates and quantify the benefit of greater customer advocacy. Is it retention, expansion, advocacy, product feedback, or service delivery? When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

SmartKarrot

SEPTEMBER 2, 2022

Identify critical customer challenges and advise better solutions. Act as an internal advocate for customers by providing client feedback. Deliver, measure, and communicate value realization for the customers, throughout the customer lifecycle. Build customer advocates through reviews, case studies and references.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

SmartKarrot

OCTOBER 20, 2022

Handle feedback. Incorporating client feedback is essential to long-term growth. When clients make requests, you’ll uncover their goals, analyze the request, problem-solve when needed, and provide useful feedback to the product team. Drive customer advocacy resulting in case studies, references and referrals.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

SmartKarrot

JUNE 24, 2022

Develop and publish content on best practices, case studies, and benchmarks. Revamp customer experiences by catering to stakeholder personas and providing consultative thought leadership through workshops, training sessions, and rich content. Meet sales targets within your customer accounts, managing the end-to-end sales cycle.

Customer advocacy 3

Customer advocacy Benchmark outsourcing Accountability 3

SmartKarrot

FEBRUARY 17, 2022

Focus on driving product adoption, creating a positive customer experience, and account growth. Be in the internal voice of the customer, work with the product team to deliver feedback to shape the product roadmap. Nurture customer advocacy in the form of testimonials, references, and case studies.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

SmartKarrot

FEBRUARY 21, 2022

Partner with clients to create and deliver Case Studies that can be taken to market. Stay up to date with Customer industry trends. Seamlessly partner with internal teams (Sales, Subject Matter Experts, and Support to deliver exceptional customer experiences. Deliver QBRs that are focused on impact. Apply here: [link].

Customer advocacy 19

Customer advocacy Government Upselling Coaching 19

SmartKarrot

MARCH 26, 2021

Increase customer retention and adoption rates by conducting on-site visits, regular check-in calls, monitoring and completing CTAs, developing success plans. Responsible for customer references, case studies and testimonials for the portfolio of customers. Conduct periodic customer health-checks.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

NOVEMBER 30, 2023

Segmenting customers based on behavior and satisfaction levels allows for a more nuanced understanding of potential risks. Pragya emphasized the need to learn from both satisfied and unsatisfied clients, using case studies to analyze past experiences and create customized plans for different customer segments.

Accountability 10

Accountability Management Customer advocacy Customer centricity 10

SmartKarrot

JANUARY 28, 2021

Identify the important data and product features that the customers find most useful and work cross-functionally with the product teams to determine opportunities to implement these features into the solutions to increase revenue. Actively drive customer advocacy through case studies and references.

Upselling 10

Upselling Customer advocacy Enterprise Accountability 10

SmartKarrot

DECEMBER 22, 2020

Drive strategy to ensure measurable customer success, retention, and expansion across various customer segments. Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

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 12, 2022

Also, in an enterprise with multiple stakeholders, the post-sales B2B customer journey commences with the onboarding stage. This means you must perform customer advocacy to ensure that the existing customers become your brand ambassador and promote your brand. It is critical to gather feedback regularly.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

AUGUST 4, 2020

They do that by referring to the marketing and sales materials such as case studies, reviews, and testimonials. When you see a strong customer success leader who wreathes a stern connection with the cross-departments as well, there is a warm path to product development. Develops well-built customer rapport.

Journey mapping 10

Journey mapping SaaS Customer advocacy B2B 10

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. Ask for it proactively.

Upselling 52

Upselling Feedback Customer advocacy B2B 52