ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. But a customer health score is only as good as the sum of its parts. What’s a Customer Health Score?

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Scale 223

Scale Leadership Customer Support Healthcare 223

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Scale 83

Scale Customer Success Forecasting Metrics 83

Mucker Capital

APRIL 2, 2024

In this Mucker Growth session, Holden Munson and Sofia Maravich from Rethink Labs , explore how to develop a useful system of collecting customer data and integrating it into your team. Creating an effective customer feedback loop can make a sizeable impact on your business. The components of a customer feedback loop include: 1.

Engineering 52

Engineering Systems Review Scale Interviewing 52

ChurnZero

DECEMBER 20, 2021

Check out our top five Customer Success webinars brought to you by ChurnZero in 2021. The Right Way to Handle Customer Objections and Negotiations . Watch this webinar to learn: Basic negotiation approaches for Customer Success Managers. Common customer objections and how to prevent them. What’s Next.

Scale 98

Scale Benchmarks Leadership B2B 98

ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. Top 20 Business Challenges for Customer Success According to TSIA.

Customer Success 78

Customer Success Technical Review Scale Sales Hiring 78

ChurnZero

JULY 8, 2022

Oh, by the way, what’s your customer retention?” It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.

Technical Review 98

Technical Review Software Review Retention Metrics 98

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. VP of Customer Success at Veriforce, Andy Kearney. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Generative AI 106

Generative AI Marketing Sales AI 106

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Some of our own customers are experiencing up to 10 times the number of new chat conversations. Their SVP of Customer Experience Margaret K?dziora

Payment Methods 217

Payment Methods Merchant Services B2C Payment Solutions 217

User Pilot

AUGUST 10, 2023

Understanding NPS types will help you measure customer sentiment the right way. You’ll easily spot friction across critical customer touchpoints and address them to smoothen the user experience. The main types of Net Promoter Score surveys are transactional NPS and relationship NPS. What is Net Promoter Score survey?

SaaS Payments 89

SaaS Payments Payment Solutions Software Review Interviewing 89

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

User Pilot

FEBRUARY 14, 2024

In the article, we look at 12 solid contenders for this title, covering a few most common use cases: In-app user engagement Sales funnel management Customer support Analytics and reporting Marketing Collaboration and project management Let's dive right in! Book the demo to find out more! What are Salesforce integrations?

Payments 102

Payments Payment Services Payment Methods Payment Solutions 102

User Pilot

MAY 18, 2023

UX deals with a user's interactions with specific aspects of your product, while CX is broader and covers all customer engagements with your brand. The customer experience (CX) encompasses all customer interactions with every aspect of your company as they move through the user journey stages. What is customer experience?

User Experience 92

User Experience Underperforming Technical Team Customer Lifetime Value Retention 92

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 97

Customer Success Strategy Customer Lifetime Value SaaS 97

User Pilot

JUNE 7, 2023

Looking for a customer effort score survey template to collect insightful feedback ? TL;DR CES measures the perceived effort customers exert when interacting with your product or teams. TL;DR CES measures the perceived effort customers exert when interacting with your product or teams. We got you covered!

Onboarding 83

Onboarding Scaling Customer Support Branding 83

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Define Customer Health Score.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65

User Pilot

AUGUST 16, 2023

Without retaining users , you’re throwing away money and resources spent acquiring customers that’s why having a retention playbook is helpful. A user retention playbook will keep your customers happy and continue using your product for longer. Build relationships with your customers by building an online community.

Retention 98

Retention Social Media Customer Lifetime Value Churn 98

CustomerSuccessBox

NOVEMBER 17, 2021

Customers are unsteady, they sometimes run off to your competitors. NRR is the most widely used customer success metric. Net revenue retention is the impact your current customer has on your revenue. The customer’s decision directly affects your revenue. First, your customer success team is the accountable entity for NRR.

Retention 52

Retention Revenue Artificial Intelligence Systems Review 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. What is customer lifecycle management in plain English?

Management 52

Management Technical Review Retention Customer Lifetime Value 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. What is customer lifecycle management in plain English?

Management 52

Management Technical Review Retention Customer Lifetime Value 52

User Pilot

APRIL 9, 2024

Do you need it to support customer or employee onboarding processes? Specializing in guided customer onboarding experiences, WalkMe streamlines user interactions across applications with interactive guides and checklists, though its analytics features are somewhat limited. This depends on your use case. What’s your budget?

Onboarding 52

Onboarding Software Review Sales Hiring SaaS 52

User Pilot

DECEMBER 12, 2022

A customer engagement dashboard is invaluable for interpreting customer data and making the right business decisions. A customer engagement dashboard helps you collect customer engagement data in one place, providing an instant overview of user interactions with your product. What is a customer engagement dashboard?

Engagement 95

Engagement Metrics Scale Customer Lifetime Value 95

User Pilot

NOVEMBER 29, 2023

Tired of the increasing customer churn rate? A dynamic retention specialist will implement proactive strategies to improve the customer experience and increase loyalty, thus improving customer retention. Also known as customer retention specialists, they are typically a part of the customer success or sales team.

Retention 100

Retention Customer Lifetime Value Churn Outsourced Development 100

OpenView Labs

FEBRUARY 4, 2019

Investors look closely at retention rates as a signal of customer health, product stickiness, competitive differentiation and pricing power. Happy customers are the best long-term store of value at your disposal. To (over-)simplify, tracking NPS: Enables a culture of customer obsession. higher logo retention rate.

Benchmarks 105

Benchmarks Retention Churn Metrics 105

User Pilot

FEBRUARY 10, 2022

As users adopt more and more features down their journey and continue getting value from them, they become loyal and profitable customers. Product adoption rate measures both customer satisfaction and growth , giving you an overall idea about the health of your business. What is product adoption in SaaS?

Customer Lifetime Value 98

Customer Lifetime Value SaaS Underperforming Technical Team Software Review 98

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. Establishing Customer Status and Goals.

Retention 118

Retention Underperforming Technical Team Churn Customer Lifetime Value 118

Upscope

JUNE 1, 2021

This lessons learned series is part of our live SaaS resource list we're building while launching a new product. The stories we tell ourselves in our heads about the market might be totally wrong and so doing customer analysis and monitoring health scores becomes essential. Data changes instincts.

Interviewing 52

Interviewing Onboarding Customer Support Data 52

User Pilot

AUGUST 18, 2021

Why is it important to measure customer engagement in your product? For SaaS companies, this can help to get insights into customer interactions with your product and brand which tells you what brings value to your customers. Measuring customer engagement helps improve retention , account expansion , and product advocacy.

Engagement 98

Engagement Retention Software Review SaaS 98

Sales Hacker

JUNE 16, 2022

It’s about listening — mostly to customers, prospects, and partners — and managing what you measure. For example, your best, most active customers may pull back on expansion talks or inquire about term or price adjustments. You can’t win if you don’t keep score, so keep score often. Tito Bohrt.

Scale 91

Scale Sales Hiring Sales Headcount 91

User Pilot

JULY 27, 2023

Chief Technical Officer : Responsible for outlining the company’s technological vision, implementing technology strategies, and ensuring that the technological resources are aligned with the company’s business needs. In large companies, the CSM also oversees other customer success roles. Average salary: $196,172/yr.

Sales Hiring 97

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 97

User Pilot

FEBRUARY 29, 2024

As you’re researching customer analytics platforms, you’ve probably noticed how hard it is to find reliable information on the available solutions. TL;DR Customer analytics platforms are specialized tools that allow you to collect and analyze data. UXCam is a product analytics software optimized for mobile customer insights.

Artificial Intelligence 99

Artificial Intelligence Social Media Software Review AI Search 99

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Customer success metrics you should track.

Customer Success 52

Customer Success Sales Recruiting Outsourced Development Customer Lifetime Value 52

ChurnZero

DECEMBER 20, 2021

Check out our top five Customer Success webinars brought to you by ChurnZero in 2021. We hope you enjoy watching these webcasts on-demand (for free). Also, since it’s the giving season, we’d love it if you would share out your favorite ChurnZero webinar with your network to help spread the CS cheer.

Scale 52

Scale Benchmarks Leadership B2B 52

User Pilot

JANUARY 28, 2024

This article guides you through important surveys to implement across the customer journey. Among other benefits, they help you: Collect customer feedback with minimal effort : Imagine a quick, bite-sized snack instead of a full-course meal. Micro surveys are like that for customers.

Scale 83

Scale Market Research Software Review Churn 83

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. Customer Success playbooks are one approach to accomplish this. What is a Customer Success Playbook?

Customer Success 52

Customer Success Outsourced Development Churn Onboarding 52

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software. What is a CRM? (If

Payments 87

Payments Payment Solutions Customer Success Software Review 87

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Often, the C-suite thinks that CS is only about customer happiness.

Customer Success 98

Customer Success Technical Review Systems Review Metrics 98