Gainsight

AUGUST 26, 2022

Pulse 2022 may be over, but the impact is just beginning. This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. Here are five important learnings from Product professionals during Pulse 2022. .

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Self Service Customer Journeys Roadmap Customer Success 52

Gainsight

SEPTEMBER 15, 2022

Data tell a story in customer success. . They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. This data is a good sign of customer success and where it’s going. .

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Chief Customer Officer Metrics Customer Success Roadmap 52

CSM Magazine

FEBRUARY 1, 2022

By launching Smart Quality we have created a unique platform that has become mission critical for customer service and sales teams looking to empower their agents and increase customer satisfaction. The first of these new products is Conversational Analytics. said Jamie.

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Gainsight

NOVEMBER 9, 2022

Pulse Europe 2022 is here! Along with other Customer Success, Product, and Community leaders, it underscored the need to build durable growth — now, more than ever before. . They also said customer success is the organization least likely to see cuts in spending over the next year.” Mehta explained. .

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Self Service Roadmap Customer Success Knowledge Base 19

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! and “what should our content roadmap be?” and “what types of customers should we be targeting?”. Q: How do we measure whether the customer has received value?

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Roadmap Customer Success Feedback Report 52

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

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Roadmap Return on Investment Customer Journeys Customer Success 59

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

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Chief Customer Officer Handbook Customer Success Knowledge Base 91

Experience Investigators by 360Connext

JANUARY 5, 2022

You also included less structured measurements, like what customers were telling you in user reviews. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. You’re putting in effort on behalf of your customers.

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Resources Customer Journeys Video Strategy 369

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory.

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Customer Success Net Promoter Score Effort Score Sales 98

CustomerSuccessBox

MARCH 3, 2022

When for the firms, Customer Success came into sight helping out customers before a situation knocked up mattered a lot. Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”?

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Customer Success Management Handbook Chief Customer Officer 52

Gainsight

JULY 1, 2022

A traditional model based on the marketing and sales funnel no longer works effectively to build sustainable growth for subscription-based SaaS. We have seen companies achieve durable growth and success by deploying a PLG model across different market segments in B2B and B2C. 47% plan to double their investment. . Mickey Alon.

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Roadmap Metrics Analytics Strategy 52

Gainsight

SEPTEMBER 6, 2022

Economic output declined sharply in the first half of 2022, and the U.S. This is especially evident in the Software-as-a-Service industry, where layoffs, hiring freezes and a slowdown in sales are creating never-before-seen headwinds. He’s also the co-author of two books: Customer Success and The Customer Success Economy. “A

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Self Service Customer Success Roadmap Sales 10

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success. How do we know?

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Customer Success Customer Centricity Healthcare Conference 13

Thematic

OCTOBER 4, 2022

So, we only scheduled two hours per day, shown here in blue: During these slots, we held these sessions: Product roadmap. Our Head of Product Marketing presented a values refresh and explained how they weave into the work marketing and sales do at Thematic. This isn’t critical for everyone.

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Company Travel Groups Transportation 62

SmartKarrot

MAY 27, 2020

billion by 2022. . But an interesting offshoot of this surge has reached the job market that is seeing an expansion of customer success management outside the software industry. The client feels that you are the go-to person for all his need-based goals – in short, the CSM lives the client’s success journey.

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Management Roadmap Customer Success Feedback 10

Gainsight

JUNE 30, 2022

Today, according to the 2022 Product-Led Growth Index , almost 66% of SaaS companies use product-led growth strategies. Companies that use PLG are growing 2X faster and more efficiently than vendors with more traditional sales models. Indeed, an acquisition-focused approach to PLG has proven successful for many SaaS brands.

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Roadmap Sales Customer relationships Strategy 52

inSided

OCTOBER 1, 2022

In fact, Cognite's model shows that Community can solve a variety of problems like a fractured customer experience, low content adoption, and product-customer gaps. Here are our takeaways from Cognite’s Pulse 2022 session on how to leverage Community to solve key CS challenges. From fractured to unified customer journey.

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Case Study Effort Score Customer Journeys Study 52

Gainsight

SEPTEMBER 14, 2022

SaaS businesses everywhere are recognizing the power of Community and launching plans to implement a community strategy as part of their customer-facing operations. And luckily, the narrative at Pulse 2022 was no exception! We’ve curated major highlights from Pulse 2022’s Community sessions below. And that’s not without reason!

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Self Service Metrics Roadmap Customer Success 52

SmartKarrot

APRIL 26, 2022

The impact of customer success in the B2B SaaS industry is prolific. It is not a mean feat when you look at how far customer success has come from the days of its evolution. Today customer success has become inevitable for the success of a B2B SaaS company.

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West Monroe

JANUARY 18, 2023

But in the late ‘90s, when leadership recognized the legacy wagon model comprised just 25% of sales , the company began introducing more modern iterations to its product lineup, such as mini Tesla Model S replicas. In fact, during a 2022 survey, Source Global Research found 80% of U.S. The result? The results?

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Banking Innovation Self Service Government 52

SmartKarrot

APRIL 27, 2022

For every design, it is important to create an entire product roadmap. This leads to product roadmaps being left abandoned every time there is a change in business strategy. If the promise, product premise, and design change every 6 months, it is tough to stick to one roadmap. Ensuring customer success.

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Roadmap Customer Success Meeting Feedback 10

West Monroe

DECEMBER 12, 2021

We took away four key themes from our time at the conference that fundamentally highlight how this next level of maturity will spur key business transformation considerations for our clients as we look ahead to 2022. Customers are looking to simplify their engagement with tech providers.

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Conference Technology Fashion Software 40

SmartKarrot

NOVEMBER 4, 2021

On that note, today this post will walk you through 10 such customer feedback tools that you must try out in the year 2022 and beyond as well. UserRepor t is a customer feedback tool that centers around two primary widgets, one being a survey widget and the other being a feedback widget. Let us begin. UserReport.

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Tools Feedback Net Promoter Score Social Media 10

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

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Trends Customer Success Chief Customer Officer Customer Journeys 98

Gainsight

MAY 18, 2023

Can you believe it’s been an entire year since the 2022 GameChanger Awards ? Every year at Pulse , we recognize industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers.

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