ChurnZero

DECEMBER 14, 2022

This year’s awards feature five categories representing fundamental business goal of CS teams: onboarding, adoption, renewals and expansion, customer advocacy, and innovation. Increasing product adoption and customer ROI with thoughtful approaches. Adoption Hero: Cision. New to ChurnZero? .

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

ChurnZero

JUNE 27, 2023

Subjective internal: Results of periodic business reviews, Customer Success Manager (CSM) sentiment, engagement and responsiveness, customer fit within the ideal customer profile (ICP). Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI).

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Customers who become advocates stimulate enterprise growth and drive value.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

AskNicely

MAY 17, 2017

Fast forward 250 years and Frederick’s customer advocacy playbook is even more relevant to today’s marketers. If launching a new SaaS product, you might provide early access to the first 100 people that sign up. The key is to ask them in the right way – learn more on our next webinar. Image from 1funny – [link].

Airlines 60

Airlines Customer advocacy SaaS Marketing 60

ClientSuccess

JULY 17, 2019

In the world of SaaS products, fine-tuning is a near constant endeavor. If your product requires a complete rebrand or refocus, it’s these areas of customer insight that can help direct success. . Customer sentiment. Customer advocacy. Customer engagement. Customer relationship. Customer ROI. #3:

Metrics 40

Metrics SaaS Customer advocacy Feedback 40

Education Services Group

MAY 13, 2020

Revenue is a hot topic in the CS world, so I sat down with Mark Stoddard, VP of Sales and Marketing at ClientSuccess, to discuss the ins and outs of tying revenue to Customer Success. Here are some of the key takeaways from our webinar. Maintaining customer advocacy at your core.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Amity

JULY 4, 2017

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

Amity

JANUARY 20, 2016

Issue 72 - Customer Success Articles that are Certified Classics (Part 2). In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. Join us on January 26 at 1pm ET , as we teach you to transform product adoption for all your customers. Hire Early. New reader?

SaaS 48

SaaS Accountability Customer advocacy Sales 48

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. Upcoming Webinar.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

ChurnZero

JUNE 28, 2019

The same can be said when it comes to the complex nature of many B2B SaaS products. Customer retention is becoming a top-of-mind KPI in boardrooms around the world, and even the smallest errors can have profound impact on your bottom line. In today’s hyper-competitive world, customer advocacy is more essential than ever.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Education Services Group

JUNE 15, 2022

Human capital management is a key element of Customer Success maturity and something to pay close attention to as you build and scale your CS team. One of our recent webinars tackles the topic of nurturing employee success in Customer Success. We’ve got our own webinar series now where people can see how we interact.

SaaS 52

SaaS Management Best practices Customer advocacy 52

ChurnZero

MAY 20, 2021

Activities: Customer expansion focus, customer community engagement, customer advocacy. You get wrapped up in managing the day-to-day business and you start to drift away from your customers. To keep your customers at the center, you need to formalize your customers’ voice and needs. Transform Phase.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

SmartKarrot

OCTOBER 13, 2022

Hence, it is important to comprehend how you can drive expansion transformation before diving into who owns the expansion revenue and how CSMs can prepare their customers for account expansion. . What do you mean by the term expansion revenue in B2B SaaS? Customer Advocacy Initiatives. You generate more revenue.

Accountability 10

Accountability Management Upselling Customer advocacy 10

SmartKarrot

OCTOBER 13, 2023

The route t o customer loyalty is paved with understanding and solving their problems. When account managers deeply understand their customers, they’re not only positioned to meet their needs but to exceed their expectations, leading to customer advocacy. Educate and Empower: Empowered customers are loyal customers.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

SmartKarrot

MAY 19, 2022

It is known that customers hold stronger power over businesses. Customers expect their pain points to be resolved and hence choose the right products to get outcomes. B2B SaaS companies must keep in mind that a new customer needs to be onboarded well to ensure they realize the product’s value. Like what you are reading?

Customer centricity 10

Customer centricity Brand ambassadors B2B Customer advocacy 10

SmartKarrot

JANUARY 27, 2022

To get the results of customer success from an account-centric angle, you must-. Identify the key players in your company and match them with the customer’s company Focus on customer onboarding, account renewals, usage, account expansion, and customer advocacy as your core goals.

Accountability 10

Accountability Sales Marketing Customer advocacy 10

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

CustomerSuccessBox

NOVEMBER 24, 2021

If you provide enough value, then you earn the right to promote your company in order to recruit new customers. In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. They are on their toes constantly to get customers to choose them over their competitors. Guy Kawasaki.

Upselling 52

Upselling Feedback Customer advocacy B2B 52