Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Instead, continuously evaluate what practices and customer insights might lead to better outcomes.”.

Customer Success 105

Customer Success Management Marketing Analytics 105

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success eBook Innovation Metrics 81

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Customer success is a fast-paced industry. Quick Adoption is Key to Success.

Customer Success 93

Customer Success Self Service Customer Journeys Tools 93

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. When 72% of U.S.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

CustomerSuccessBox

JUNE 7, 2021

You need to know what your customers want and need. The success of your business is directly proportional to the success of your customer. Customer Success is all about: ensuring your customers attain their desired outcome while using your product. Alternatives to Customer Success platform.

Customer Success 52

Customer Success Effort Score Exceptional Customer Service B2B 52

Blueshift

JANUARY 20, 2021

Critical, long-term technology investments can make or break the success of a business, The post How to Run a Successful Customer Data Platform RFP: The 50 Essential Questions appeared first on Blueshift. With good reason too.

Data 98

Data How To Technology Consumers 98

Forrester's Customer Insights

NOVEMBER 7, 2023

In the ever-evolving tech and economic landscape of 2023, this has become the battle cry of beleaguered customer success professionals around the globe as they attempt to scale their function. “Do more with less.”

Customer Success 52

Customer Success Customers How To 52

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. ESG delivers Customer Success as a Service ® (CSaaS), enabling you to build, operationalize, and transform your CS organization.

Customer Success 52

Customer Success Self Service Knowledge Base Consulting 52

Totango

FEBRUARY 18, 2021

In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level.

CRM 69

CRM Customer Success System Sales 69

ClientSuccess

SEPTEMBER 21, 2020

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

Customer Success 69

Customer Success Metrics Customer Journeys Customer Retention 69

Education Services Group

FEBRUARY 9, 2021

Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. As for Customer Success platforms, only 47% of those surveyed said they use them in their tech stack.

Tools 52

Tools Customer Success CRM Sales 52

Gainsight

OCTOBER 11, 2022

A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

Customer Success 52

Customer Success Marketing Management Roadmap 52

ClientSuccess

JULY 20, 2020

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times.

Customer Success 69

Customer Success Tips Metrics Customer Journeys 69

UserIQ

SEPTEMBER 8, 2021

At UserIQ, we're making waves in the customer success space. Our platform combines sentiment with science to give customers actionable insights to predict user behavior and create winning experiences. In Search of The Right Candidate.

Customer Success 40

Customer Success Sales Customers Customer Experience 40

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Monitor Online Presence: Use tools to monitor mentions of your brand across various online platforms. These tools are essential for understanding how your customers are talking about your brand. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

Gainsight

MAY 13, 2021

If one thing is abundantly clear, Customer Success has grown tremendously, both as a function and an industry, in recent years. Gartner’s research study is not only proclaiming that customer success here to stay, but the industry development it foresees is exponential, including the technology that improves processes and practices.

Customer Success 52

Customer Success Marketing Management Transportation 52

ClientSuccess

OCTOBER 20, 2020

But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

Totango

APRIL 9, 2018

Today, Totango released its Spark Platform to provide customers with proven results quickly. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-of-the-box or can easily customize to meet your business needs.

Customer Success 48

Customer Success Metrics Customer Journeys Customers 48

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. How do you start to compare your in-house apples to those outsourced oranges?

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Their customers? We know Apple’s global.

Analysis 394

Analysis Software Comparison Social Media 394

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

How To 130

How To Chatbots Omni-Channel Social Media 130

Gainsight

SEPTEMBER 1, 2020

I caught up with several Gainsight customers who’ve launched in less than a month and Gainsight’s services team, who led over 50,000 hours of implementation in 2019. For many organizations, a hurdle to getting started with a CS Platform boils down to customer data, but there’s no need to get stuck. With your CRM!

Customer Success 52

Customer Success How To CRM Tips 52

Amity

JULY 12, 2018

In the customer success industry this can be especially hard because CS is still a new and developing area in the SaaS world. You’re learning as you go, and you have the responsibility of also teaching the rest of your organization about customer success. Doesn’t sound very simple, does it? How do you know?

Customer Success 60

Customer Success Software System CRM 60

Kapta Customer Success

SEPTEMBER 13, 2021

The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation.

Customer Success 52

Customer Success Software Management Customers 52

UserIQ

SEPTEMBER 7, 2021

UserIQ Customer Success Platform Overview.

Customer Success 52

Customer Success Customers Trends Technology 52

ClientSuccess

MARCH 30, 2020

Deliver a Consistent Customer Experience. Whether it is McDonalds, Nike, Google, Apple, or Ritz Carlton, one of the most important pieces of their model is their ability to deliver consistent customer experiences. . Enable Customer Transparency . One of the key elements of a great brand is consistency.

Customer Success 52

Customer Success Customers Communication Industry 52

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

Amity

DECEMBER 5, 2016

For those just getting a Customer Success platform or reporting system up and running, deciding what metrics to track can be confusing. There are so many data points in Customer Success, but which are the ones that really give you insight into the health of your customer, and which ones should you prioritize right away?

Customer Success 48

Customer Success Trends Customers Metrics 48

SAP Customer Experience

SEPTEMBER 21, 2021

A special guest- Liz Miller, vice president and principal analyst for Constellation Research talks about how you can best evaluate the expanding field of CDP solutions and how can you define success. In this webinar you will: Discover why a CDP is a major opportunity for your IT team to.

Data 52

Data Customers Customer Experience 52

Gainsight

OCTOBER 17, 2018

It’s the age-old software evaluation question: Do we build in-house or buy an existing platform? Customer Success is a highly-collaborative function. If you’re building out a solution, it makes sense that you would want it to benefit as many customer-facing organizations as possible to justify the effort being put into it.

Customer Success 40

Customer Success Resources Software Customers 40

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 105

ROI Software B2B System 105

Blueshift

APRIL 16, 2024

In today’s digital world, the key to successful digital engagement hinges on harnessing the power of customer data. This is where a customer data platform (CDP) comes into play.

Engagement 114

Engagement Financial Consumers System 114

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.

Touchpoint 102

Touchpoint Connections Interaction Data 102