Circular Edge

APRIL 22, 2020

Through the theme of “ Re-Imagining JDE ,” Lyle Ekdahl illustrated how customers are leveraging EnterpriseOne 9.2 to modernize and transform their experiences – especially as individuals, companies & industries look to adapt due to the challenges surrounding COVID-19. as a platform for continuous innovation.

Resources 52

Resources Innovation Roadmap Self Service 52

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 54

Leadership Customer Success B2B Customer Retention 54

Gainsight

JUNE 10, 2021

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. Let’s delve into how customer communities can streamline customer success, enhance engagement, and facilitate product development.

Self Service 52

Self Service Innovation Knowledge Base Resources 52

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Gainsight

JANUARY 18, 2021

As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts.

Innovation 52

Innovation Leadership Customer Centricity Sales 52

CSM Magazine

APRIL 24, 2024

When writing this article, the number one priority that we set as a foundation of all principles was the importance of an individualistic approach to customer service. How can companies adopt that philosophy and what are the best examples they can look at to boost the effectiveness of their customer success teams?

Customer Service 52

Customer Service Chatbots How To Customer Relationship Management 52

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. broadcast still rocks!

Innovation 100

Innovation Marketing Social Media Healthcare 100

Team Support

OCTOBER 8, 2020

CIO Review: There are a number of companies out there that are vying for the top position in the B2B customer support software industry. TeamSupport is the only B2B customer support software solution to offer a Private Cloud to enterprise accounts. What are the strategies employed by TeamSupport?

Customer relationships 59

Customer relationships Company B2C B2B 59

Gainsight

JULY 25, 2023

This blog post emphasizes the role of product leaders in enhancing the digital user experience. These leaders are responsible for aligning the product strategy with customer expectations and business objectives. It delves into the common hurdles that companies face while implementing and optimizing digital user journeys.

Touchpoint 52

Touchpoint Strategy Customer Expectations User Experience 52

ClientSuccess

SEPTEMBER 18, 2018

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. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success CRM eBook Customers 40

Gainsight

JANUARY 18, 2021

3 PX Strategies To Give Users A Seamless Product Update Experience. 10 In-App Engagements to Boost User Experience ( Watch the webinar recording ). The Relationship Between Customer Success and Product . Why 2020 Was The Year The Customer Success and Product Stars Aligned.

Resources 52

Resources eBook Analytics Customer Success 52

Gainsight

AUGUST 18, 2022

New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation. . Pulse , Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product, and Community professionals. A focus on collaborative design.

Effort Score 52

Effort Score e-support Leadership Customer Journeys 52

Gainsight

JUNE 20, 2022

This post was originally published in Customer Think. . The Customer Success Index 2022 , a survey of more than 350 companies by Gainsight and RevOps Squared, recently uncovered some very interesting, if not troubling data on the state of alignment between SaaS users and buyers. Download the Customer Success Index 2022.

Customer Retention 52

Customer Retention NPS Effort Score Customer Success 52

Alliance by IFS

SEPTEMBER 27, 2019

Hundreds of top cross-industry service, support, and customer success leaders gathered at The Service Council’s Smarter Services Symposium in Chicago on September 16-18. Our Customers and Partner. It’s always a pleasure to see our customers and partners outside of the office!

Software 50

Software User Experience Technology Culture 50

Retently

MAY 2, 2023

In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey. CSAT product usability survey The most relevant customer satisfaction metrics at this point are CSAT and CES.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Gainsight

JULY 27, 2022

Not only must you focus on areas such as user experience, strategy, and analytics, but you also need to care about how the product is built, marketed, sold, and serviced. Put another way: You interface both with customers and colleagues, and you’re judged on both the product and the business.

Roadmap 59

Roadmap Government System User Experience 59

Gainsight

MAY 28, 2020

But what happens when you acquire a product that has a completely different user experience? Today I’ll share some thoughts around how we are marching forward toward a fresher, more unified experience in Gainsight PX. If you’re using PX, you can look forward to the Horizon Experience starting to shape this Summer.

Roadmap 52

Roadmap User Experience Analytics Brands 52

CSM Magazine

JUNE 25, 2019

“The ability to build custom surveys and assess each interaction makes it possible for brands to learn from their successes and missteps and facilitate smart changes that improve business.”. “At We are devoted to developing and growing our business around the Amazon Connect ecosystem.

Contact Center 40

Contact Center Connections Feedback Measurement 40

SurveySparrow

DECEMBER 27, 2023

In this blog post, we will explore the three best Voice of the Customer framework for B2B SaaS companies, highlighting their benefits and providing practical advice for leveraging them effectively. What is Voice of Customer Framework? It ensures that the product development process is aligned with what customers actually need and want.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 26, 2023

In this blog post, we will explore the three best Voice of the Customer framework for B2B SaaS companies, highlighting their benefits and providing practical advice for leveraging them effectively. What is Voice of the Customer Framework? This approach not only enhances customer satisfaction but also builds loyalty.

B2B 52

B2B Net Promoter Score Effort Score NPS 52

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Customer Bliss

OCTOBER 18, 2016

In our conversation, Kevin outlines how he’s used his depth of leadership experience and applied it to his new role in this large organization. While many business leaders are now talking about Customer Success, Kevin has built and led customer-focused teams and companies for more than 25 years. About Kevin.

Leadership 100

Leadership Sales Company Culture 100

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. There’s a lot to cover, so let’s dive right in! Gainsight PX. Available now. Coming soon.

Effort Score 75

Effort Score Analytics Report Data 75

SurveySensum

SEPTEMBER 5, 2023

Your customers feel the same way. A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates. Empower customers with self-service help for quick issue resolution. And guess what? By gamification.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Wootric CX Blog

FEBRUARY 18, 2021

In contrast, facilitating collaboration across an organization can lead to insights, innovation, and growth opportunities as the different teams bring their unique perspectives to the table. Chances are, these are some of your best-fit customers. . Ensure a smoother billing experience.

Self Service 52

Self Service Touchpoint Customer Experience Customer Retention 52

GlowTouch

JULY 13, 2020

Think of it this way: if your support team is flooded with technical support requests from older people, day in and day out, then you should analyze common problems that older users experience and prioritize the reduction of those issues, instead of challenges that younger users may face.

First Call Resolution 52

First Call Resolution Analysis Return on Investment Social Media 52

One Millimeter Mindset

OCTOBER 22, 2018

Frequently, the stage for customer disloyalty is set because front-line employees have no control over leadership and management decisions. Decisions about the structure of the customer loyalty program, and its perceived relevance and value to each customer. Or, is each interaction with your organization risky and inconsistent?

Loyalty Programs 67

Loyalty Programs Leadership Loyalty Travel 67

Gainsight

APRIL 8, 2021

One of the most exciting parts of working in Gainsight operations is getting a sneak peek at new features and functions as our product team rapidly innovates. Add in the brand new Horizon look and efficiency of the Mass Edit Reports, and it gives me an enjoyable and valuable user experience. Analytics – Simplified.

Analytics 52

Analytics Management Report User Experience 52

West Monroe

JANUARY 24, 2022

High-tech and software (HT&S) companies continued to enjoy enviable growth rates and sky-high valuations in 2021 thanks to strong demand for products that supported digital engagement during the global pandemic and record-breaking levels of M&A activity. Pressure is mounting to invest or be left behind.

Software 40

Software Trends Self Service B2B 40

SurveySparrow

APRIL 22, 2022

The only difference, you’ll survey the existing customers, and the options included will be the top four or five features of a particular product. Rank the features that will improve your user experience while using our website? “If Steve Jobs was a huge believer in using customer experience to build and optimize products.

Examples 52

Examples Survey Culture Leadership 52

SmartKarrot

MAY 19, 2023

ChatGPT is a powerful AI-powered text-based artificial intelligence tool that can revolutionize customer service and content creation for businesses. ChatGPT can be seen as a tool or a component that can be integrated into software applications to improve their natural language processing capabilities.

Analysis 10

Analysis Chatbots Communication Innovation 10

SmartKarrot

MAY 19, 2023

ChatGPT is a powerful AI-powered text-based artificial intelligence tool that can revolutionize customer service and content creation for businesses. ChatGPT can be seen as a tool or a component that can be integrated into software applications to improve their natural language processing capabilities.

Analysis 10

Analysis Chatbots Communication Innovation 10

SmartKarrot

APRIL 12, 2022

Chief User Experience Officer (CXO). There was a time when user experience was considered a job for the software guys. User experience is now a task that has to be taken care of at all stages of product development. appeared first on SmartKarrot l Comprehensive Customer Success.

Chief Customer Officer 10

Chief Customer Officer User Experience Customer Success Resources 10