CustomerSuccessBox

DECEMBER 13, 2021

Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. I love meeting others who are looking to make an impact on customers’ lives. To keep up with all the newest innovations in Customer Success.

Customer Success 52

Customer Success Management Innovation B2B 52

Education Services Group

APRIL 8, 2022

Welcome to Rants of a Customer Success Analyst. I’m Justin Garlock, and over the next three months, I’ll be providing you a weekly firsthand look into the mind of a Customer Success Analyst: how we should think, what we should be doing, what we should be asking, and how we should execute and deliver.

Customer Success 98

Customer Success Financial Customers Course 98

Clarabridge

APRIL 26, 2017

There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. For example, one Clarabridge customer, a leading NPS user, reduced their questions from 15 to 2.

Net Promoter Score 69

Net Promoter Score NPS Survey Customer Experience 69

Alliance by IFS

AUGUST 13, 2019

Positive customer ratings and user reviews earn Astea the Top Performer ranking from FeaturedCustomers. FeaturedCustomers is the leading customer success content platform for B2B business software and services, helping potential B2B buyers make educated purchasing decisions. HORSHAM, PA (August 15, 2019) — Astea International Inc.,

Software 88

Software Report Customer Success Case Study 88

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Oracle

JUNE 22, 2018

Having a great customer experience (CX) isn’t just for big brands. When a small- or medium-sized business (SMB) creates a CX roadmap, they differentiate themselves from the competition and win customer loyalty. However, an SMB faces unique challenges and opportunities when designing their CX.

Fashion 71

Fashion Ecommerce Social Media Roadmap 71

Vonage

APRIL 4, 2017

Recently, Craig Borowski, Customer Service Market Analyst for the online technology consultancy Software Advice, released a new report which studied if better customer service is the “necessity” that AI needs to be relevant. The first is the hardware component and includes the CPUs, GPUs and other custom-designed chips.

Customer Service 159

Customer Service Chatbots Social Media Software 159

Gainsight

FEBRUARY 7, 2023

Yet amidst the usual shuffling and strategic planning for the new year, I’ve seen a new trend emerge: companies are combining their Customer Success Management (value/adoption) and Account Management (renewal/expansion) roles. A huge advantage for many CS departments is the narrative that they focus purely on the customer’s experience alone.

Customer Success 52

Customer Success Management Financial ROI 52

Totango

APRIL 1, 2021

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us.

Leadership 79

Leadership Software Analytics Touchpoint 79

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. Retaining a customer is way more profitable than acquiring new ones. . Probably not.

Customer Retention 52

Customer Retention Metrics Measurement B2B 52

AWS Machine Learning

MAY 25, 2023

Spectrum AI is a predictive (generative) CX analytics platform for enterprises. The Spectrum AI platform combines customer attitudes with customers’ operational data and uses machine learning (ML) to generate continuous insight on CX. OCX’s solutions are developed in collaboration with Infogain , an AWS Advanced Tier Partner.

Analytics 65

Analytics Training Travel Software 65

Talkdesk

MAY 4, 2020

Now working from home , contact center professionals are facing the challenge of quickly integrating new systems to ensure employees have access to all the data they need to properly support their customers. System integration for contact centers Contact centers are the primary communication system between companies and their customers.

Contact Center 58

Contact Center System How To Roadmap 58

Gainsight

APRIL 2, 2021

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.

Customer Success 52

Customer Success Handbook Software Groups 52

Gainsight

JUNE 4, 2020

In mid-March, we sent out a survey to the CXOs of public and late-stage private SaaS companies asking about their expectations for customer retention. customers canceling) but is instead downsells and downgrades (e.g., 1-to-many Customer Success. Next Challenge in Customer Success During the Downturn. Success planning.

Survey 59

Survey Customer Retention Customer Success Leadership 59

InnerTrends

DECEMBER 2, 2019

The goal for the fast signup is to bring in as many leads as possible so that there’s a big pool of users to convert into paying customers. A considered signup will undoubtedly have fewer initial signups but will retain a lot of committed people who ultimately will become paying customers. when you were wavering?). Before you Begin.

Case Study 105

Case Study Study Metrics Strategy 105

Education Services Group

DECEMBER 14, 2022

Q: Where do you see AI playing an important role in Customer Success Platforms? There is so much data that impacts what happens with Customer Success that it’s absolutely an area that is right for AI to make a significant impact. A: Should people start experimenting with it? A: I absolutely see an important role there.

Innovation 52

Innovation Data Tools Customer Success 52

CSM Practice

MARCH 13, 2020

They can also align and educate relevant teams and top executives with the benefits of your solution, ensuring customer success as they do. You can request participation from executives or key customer contacts and reinforce their roles at QBRs , assessments, and across other touchpoints. Connect with Multiple Executive Stakeholders.

Multi-Channel 82

Multi-Channel Effort Score Customer Success Customers 82

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. On your path to CEO, you made a deliberate choice to put the customer before yourself.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago. Interesting.

Infographics 100

Infographics Customer Experience Professionals NPS Leadership 100

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago.

Infographics 100

Infographics Customer Experience Professionals NPS ROI 100

AWS Machine Learning

NOVEMBER 10, 2022

Remaining on the cutting edge of customer satisfaction requires constant focus and innovation. According to Gartner , by the end of 2024, 75% of enterprises will shift from piloting to operationalizing AI. In this post, we share how Prodege improved their customer experience by infusing AI and ML into its business.

Training 68

Training Customer Satisfaction Innovation Consumers 68

CSM Practice

SEPTEMBER 19, 2017

When we approach addressing this question, we should ask ourselves is the CSM team mainly focused on high-touch or are you looking to also scale the efforts that are already working efficiently for our high-touch engagement model and proliferate that to the SMB client segment. Scaling Customer Success for the SMB client segment.

Customer Success 49

Customer Success How To Self Service Effort Score 49

Oracle

MARCH 16, 2021

Here’s your chance to join Oracle’s customer experience (CX) Hall of Fame by winning a 2021 Markie. — Oracle Customer Experience (@OracleCX) February 17, 2021. Customer Satisfaction. Describe what you and your team accomplished together to help your business and customers. Conversion.

Tips 66

Tips Advertising Video Metrics 66

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Customer comfortability and experience. When creating internal rules and processes, teams have a habit of prioritizing their own needs above the needs of the customer.

Examples 98

Examples Sales Customer Success Engagement 98

Oracle

FEBRUARY 16, 2018

According to Ovum’s ICT Enterprise study, over 90% of businesses have digital transformation as a top item on board agendas. Define your customer experience vision. This allows business and technical teams to create new customer experiences quickly per the ever-changing business and consumer dynamics.

Ecommerce 56

Ecommerce Tips B2C Roadmap 56

ChurnZero

OCTOBER 14, 2022

Sooner or later, if you’re in Customer Success at a growing SaaS company, you’ll need to undergo a book shift. ChurnZero’s CX team recently effected a book shift—a big a$$ book shift, as we named it—to split our team into segments based on customer size and engagement model. Be transparent with customers about upcoming changes.

Communication 52

Communication Meeting Management Examples 52

datastax

OCTOBER 30, 2018

ProtectWise is on a mission to fundamentally change human experience in security. We believe there needs to be a new approach to how the enterprise acquires, manages, and operates security. DataStax, and specifically its distributed database DataStax Enterprise (DSE), are a critical component to making this possible.

Case Study 56

Case Study Data Technology Study 56

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows. Dynamic engagement?

Engagement 52

Engagement Self Service Touchpoint Customer Success 52

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You give them some really hard-to-handle customers.

Metrics 98

Metrics Course Customer Success NPS 98

ViiBE Blog

JULY 13, 2021

Customer experience , Remote operations , Technology. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. The term multi-tenancy stands for multiple different customers using services from the same cloud. How can you measure customer satisfaction? ViiBE Blog. What is a multi-tenant cloud?

Transportation 52

Transportation Self Service Automotive Insurance 52

Amity

MARCH 22, 2018

It might be considered an afterthought for some, but in the world of Customer Success, poor customer onboarding should be one of your top priorities. One way many Customer Success professionals are getting past this roadblock is by utilizing the concept of on-demand onboarding.

Self Service 88

Self Service B2C Guidelines Customer Success 88

SmartKarrot

MARCH 20, 2023

Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Sr. Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on.

Customer Success 19

Customer Success Customers Leadership Measurement 19

Amity

MARCH 8, 2017

As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture. Making sure every single one of their 1,200+ customers achieves the best possible outcomes using Sysomos is a true mission statement for all departments in the company. Can you tell us about your responsibilities at Sysomos?

Customer Success 57

Customer Success Customers Culture Analytics 57

CSM Magazine

JUNE 12, 2015

The Top 15 Award winners, in alphabetical order, are: ISM Top 15 CRM Enterprise Winners. KANA Enterprise v. ISM Top 15 CRM SMB Winners. For the past 25 years – since 1990 – ISM, through its Software Lab, has been awarding recognition to leading CRM providers in Enterprise and Small & Medium Business (SMB) categories.

CRM 40

CRM Software Analysis Customer Centricity 40

Gainsight

JULY 6, 2021

We’ve already shared why customer visibility is crucial to improving internal customer strategy and overall customer health. Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base.

Handbook 73

Handbook Customer Success Customer Base Technology 73

Gainsight

JANUARY 12, 2021

In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer Success at Adobe , Marissa Barcza. . Read on to see how she thinks about scaling enterprise products and customer success for small to midsize companies, including some that are just starting to sell products online for the first time.

e-support 59

e-support Self Service Meeting Customer Success 59

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.

System 65

System How To Customer Success NPS 65