Kerry Bodine

JANUARY 30, 2021

That might be an account manager, customer success manager — or, as in my case, a payroll specialist. In short: Customers’ relationships with their dedicated contacts are key to the success of any B2B business. Anxiety about building a new relationship from scratch. The good news: This poor customer experience is easy to avoid.

B2B 227

B2B Company Customer Experience Healthcare 227

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. Without action , customer experience becomes a nice platitude, but not a path to greater success. Success is really about customer experience management. Free Resource] CX Success Statement Workbook. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Uplight

MARCH 11, 2024

Exciting news: Avangrid has been selected as the winner for SECC’s 2024 Best Practices Award in the Cultural Transformation category! This award recognizes Avangrid’s shift toward customer-centricity by developing new organizational philosophies, strategies, and metrics for customer success.

Culture 52

Culture Customer Centricity Metrics Software 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Explain success What does it mean for your organization to succeed at customer experience?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

2020 Research

JUNE 24, 2023

When developing a new product or concept, there is so much you need to understand in order to make it a success. The good news? Help ensure the success of your product or concept with a hybrid research approach! This can be avoided by selecting both options at appropriate times in your development process.

Innovation 83

Innovation Tools How To 83

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! Is the customer journey mapping exercise a worthwhile effort?

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

Integrity Solutions

FEBRUARY 1, 2024

The problem is, too many salespeople and sales leaders alike have been misled and shortchanged by flawed definitions of what selling is really about and what it takes to be successful in the role. This is one of the reasons Mike Esterday and I were motivated to write our new book, Listen to Sell. There is a catch.

Sales 106

Sales Self Service Training Connections 106

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. And these ones happen to be free! That’s right.

Tools 98

Tools Customer Success Return on Investment Fashion 98

Helpware

APRIL 18, 2023

The good news is that there are ways to evaluate the risks. In this guide, we’ll cover the most important aspects to consider when launching a startup to ensure that you are setting yourself up for success. And how profitable an idea can be before you decide to invest all of your resources into it.

Resources 76

Resources Strategy 76

Gainsight

NOVEMBER 30, 2023

The field of Customer Success (CS) is evolving, as new technologies offer a path to scale CS teams while guiding users through today’s increasingly digital customer journey more efficiently and effectively. The good news: Robots aren’t coming for our jobs. The good news? But what does this really mean for CS teams?

Analytics 52

Analytics Survey Report Customer Success 52

UserIQ

NOVEMBER 18, 2019

[…] on customer success through a customer-driven mindset. Frequency 3 posts / week Since Jan 2015 Blog useriq.com/blog Twitter followers 1.3K ? Domain Authority […].

Customer Success 40

Customer Success Customers 40

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.

Customer Success 98

Customer Success Metrics Consulting Training 98

TechSee

AUGUST 14, 2023

She has published more than 350 articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. As the Senior Editor for CX Today , he works with a small team of journalists to create cutting-edge features and cover the latest industry news from the fast-paced CX world. and the United Nations.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Clarivate

JANUARY 19, 2024

In late 2023, Research Professional News, an editorially independent part of Clarivate , surveyed research office leaders and staff as well as researchers around the world, taking a close look at the challenges facing them today and in the future. Over half of research office leaders say researchers are disengaged. based research office team.

Groups 114

Groups Engagement Report Analysis 114

ChurnZero

JUNE 14, 2022

This is a guest blog contributed by Stephanie Neale, CEO of Blind Zebra , a sales and client success training company for B2B pros. That’s especially true in the world of Customer Success. LinkedIn notification that your primary contact has a new job. Industry news predicting detrimental market changes or funding news.

Strategy 98

Strategy B2B Meeting Customer Success 98

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Communicate effectively with users via announcements and banners: Implement dynamic announcements and banners within your application to deliver real-time updates, product news, and personalized messages to users.

Communication 83

Communication Customer Success Customer Journeys Conference 83

SAP Customer Experience

APRIL 26, 2022

Here are the three Industry Cloud Content (Articles/ News Items) from last week.- Address Clinical Trial Failures to Improve Patient Outcomes Excerpts: Clinical trials are essential, but unfortunately only 14% of all drugs in clinical trials are successful. ALL are from the Industry Cloud community. SAP is working closely with.

Industry 76

Industry Automotive Healthcare Customer Experience 76

Think Customers

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. 1 Sunday morning news show. AI can be “a bit of a blast shield,” Anthony Scodary, co-founder of AI voice bot company Gridspace , told CBS News.

Contact Center 52

Contact Center Analytics Healthcare Banking 52

Beyond Philosophy

APRIL 25, 2024

We love them in our news, in our dinner conversations, and even in our commercials. If you like the idea of the founder coming from humble beginnings or the tale of a successful person being self-made, it might be because you can relate to them. What Makes Stories Successful? Keep them human-centric and emotional.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

Gainsight

FEBRUARY 8, 2024

In the ever-evolving landscape of SaaS, Customer Success (CS) teams are facing a paradigm shift. At The Customer Conference, Gainsight spoke about Commercialising Customer Success: A Fundamental Problem. But before you panic, there is good news. Consider tracking Customer Success Qualified Leads (CSQLs).

Customer Success 52

Customer Success How To Conference Touchpoint 52

West Monroe

APRIL 17, 2024

The intent to invest is positive news—but directing investment for maximum impact won’t be easy. Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design.

Leadership 59

Leadership Culture Competitive Advantage Study 59

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value. Customer Success Around the Web.

Customer Journeys 98

Customer Journeys How To Metrics Lifetime Customer 98

ChurnZero

JANUARY 10, 2023

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. What is Customer Success AI ? Just ask Customer Success AI for a new cadence of emails, a call script, or a list of strategy ideas, for example.

Customer Success 98

Customer Success Customers Course Strategy 98

Optimove

AUGUST 29, 2023

The good news? From data management and activation to designing your CDP to take advantage of AI to reimagining your entire marketing operations, putting AI at the heart of your growth strategy needs careful planning. And if you’d like to know how we can help you get off the starting block, let’s get the conversation started.

Technology 52

Technology Marketing Customers Strategy 52

ECXO

JUNE 13, 2023

An important part of successful real-time marketing is being able to smartly narrow the likely options a customer will be offered based on what you already know about them or about customers like them. Three things that could be standing in your way The good news is that bridging these real-time marketing gaps can happen relatively quickly.

Marketing 133

Marketing Analytics Government Survey 133

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. . What barriers to success are customers facing today?

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Totango

APRIL 18, 2023

In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen.

Innovation 98

Innovation Customer Success Customer Journeys System 98

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. Tri Tuns Blog.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Story #1: The European Super League Creates a Super Big Backlash. Be deliberate in your moves.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Customer Success Around the Web.

Infographics 98

Infographics Customer Success Tips Metrics 98

Gainsight

AUGUST 20, 2020

I guess since I am the CEO of THE Customer Success company, that focus makes sense. Pay Attention to Client News. What new products are they launching? Gainsight Company Intelligence alerts me to news about our customers. How are they doing? Are we delivering on our promise to them? Has their experience been positive?

ROI 105

ROI Course Trends Customer Success 105

Optimove

APRIL 9, 2021

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, and a CRM hack on RFM. B2CRM News: Trader Joe’s New App, and Stitch Fix’s Secret to Success. CRM Hack: RFM (Recency Frequency Monetary).

CRM 52

CRM Video Analysis Tips 52

ChurnZero

MAY 26, 2021

There are a number of Slack communities that have been created specifically for Customer Success professionals. To help with this, we have curated a list of the top five Customer Success Slack communities available for you to join today. CS in Focus applies the same mentality to Customer Success professionals. CS in Focus.

Customer Success 86

Customer Success Leadership Resources Communication 86

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

Bill Quiseng

JANUARY 25, 2023

Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. Only then will you build the interpersonal skills of your staff to drive their success and yours.

Customer Service 103

Customer Service Retail Banking Interaction 103

CSM Magazine

DECEMBER 22, 2023

This method makes everything better for developers and speeds up how businesses achieve success. Some media companies are strategizing a newsroom powered by AI and manned by AI-generated news anchors as reported by FoxBusiness.com. The goal of the company is to deliver fair news in the way the public wants to see and hear it.

Technology 52

Technology Innovation Social Media Healthcare 52