ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Metrics Customers Trends 97

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Amity

NOVEMBER 22, 2013

And to achieve this, customer support is now customer success. Still expectation gaps remain, customer success by definition is still in its infancy, processes are immature and confusion reigns. We hope that our The Engaged Customer blog helps to simplify and guide you.

Customer Success 81

Customer Success Chief Customer Officer Metrics Resources 81

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Sometimes, it’s nice to talk with other Customer Success Professionals.

Customer Success 48

Customer Success Chief Customer Officer Groups Customer Retention 48

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Trapeze Group.

Customer Success 48

Customer Success Chief Customer Officer Groups Customers 48

Gainsight

JUNE 2, 2022

No other event has the level of brain trust that Gainsight has invited. Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Hubspot is an incredible organization that understands both the customer and employee experience. We are about product-led growth.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Gainsight

JUNE 10, 2021

They also took a look back on the inventions Gainsight introduced to the world such as healthscores, Journey Orchestrator, and many of the other pillars of customer success solutions as we know them today. Learn more about all the new product announcements in this blog post. As we said, this is a hybrid event.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

Gainsight

DECEMBER 2, 2019

Good customer retention strategies: Proactively prevent churn. Promote customer loyalty. Are more cost-effective than acquiring new customers. Blog Posts: Boost Your Customer Retention Strategy. What is a Customer Retention Rate and How Do I Calculate It? Customer Success: The Revenue Team’s Secret Weapon.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Strategy 64

Strategy Marketing Case Study Effort Score 64

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Let’s get started with this week’s post! Question 1.

Chief Customer Officer 52

Chief Customer Officer Customer Success eBook Exercises 52

Amity

JUNE 21, 2017

In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). We suggested that some of the current methods of assessing a customer’s health in order to determine the best actions to take with them are ineffective. The Problem: The Current Customer Health Score is Useless.

Software 63

Software Measurement Chief Customer Officer Customer Success 63

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. Customer Maturity Index is a new frontier for the Customer Success function. Conclusion.

Effort Score 60

Effort Score Conference Chief Customer Officer Consulting 60

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Natalie Petouhof

JUNE 4, 2015

Tweet Herman Wimmer, Co-President kicks off the event. CEO’s that “get the value of data” are looking to someone in their organization to do it – CIO, CTO, CMO, Customer Service Professional to lead data revelations. Key Principle#3: Cloud for Analytics. It is an opportunity, but it is not without risk.

Chief Customer Officer 40

Chief Customer Officer Analytics Consulting Healthcare 40

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. You’ve found the right blog that will explain it to you. Customers demand it.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

SmartKarrot

AUGUST 16, 2022

While QBRs are traditionally a fantastic way to connect with the customer’s CSM, they are also being viewed as fluff. Some customer success experts opine that QBRs are meant to fulfill the supplier requirement as opposed to the actual need. For example: Would a customer complain if there was no QBR meeting?

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Chad Horenfeldt – Director of Customer Success at Kustomer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind Customer Success.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more.

Customer Success 52

Customer Success B2B Metrics Sales 52

ClientSuccess

MAY 15, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. Location : New York, New York. Question 1. Question 2.

Customer Success 45

Customer Success Chief Customer Officer Leadership Culture 45

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole. Major Categories.

Customer Journeys 52

Customer Journeys B2B Chief Customer Officer Exercises 52

Gainsight

SEPTEMBER 24, 2019

This is a blog about how to create a strategy for dealing with sponsor change. ” In other words, according to Laplace, a perfect prediction of all future events and behaviors was simply a matter of information. At Gainsight, we’ve had a lot of success in re-selling to our executive sponsors as they move between companies.

Tips 12

Tips Chief Customer Officer B2B Meeting 12

Gainsight

NOVEMBER 1, 2018

The acquisition serves a need that we heard loud and clear from the market, and aligns to my own tactical experiences helping to scale a Customer Success organization. I was a Swiss army knife: administering Gainsight, running our one-to-many program, and driving customer advocacy were just a few of the hats I wore. Congrats!”.

How To 53

How To Chief Customer Officer NPS Feedback 53

ChurnZero

FEBRUARY 23, 2021

When based on the right mix of behavioral- and event-based criteria, these leading indicators predict so much more. How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? The true impact of customer health scores. Q&A Recap.

Metrics 80

Metrics ROI Customer Success System 80

Stella Connect

JUNE 5, 2017

But we’re also looking ahead to the next great industry event: this year’s CCW Conference & Expo , June 26–30 in Las Vegas. EVP and Chief Customer Officer, Frontier Communications. Salesforce makes light work of CRM, sales, and service engagement with its Intelligent Customer Success Platform.

Call Center 40

Call Center Contact Center Conference CRM 40