Gainsight

DECEMBER 6, 2018

It’s a tale as old as time—well, as old as, like, 2009 maybe. Customer Success was the new business buzzword, except it wasn’t a passing fad. But that’s not the mission of Customer Success. Customer Support to Customer Success at Splunk. You can read a few more here.

Customer Success 45

Customer Success How To Effort Score ROI 45

Amity

JANUARY 13, 2016

Issue 71 - What impact is your Customer Success team having? Your customers are going through a journey with you. Your Customer Success team plays an important role in how they experience the journey. So how do you make sure that your Customer Success team is making the required impact along the way?

Customer Success 48

Customer Success Measurement Metrics Customer Satisfaction 48

Gainsight

NOVEMBER 1, 2022

When I wanted to scale my company in 2009, I was faced with the conundrum of choosing between hiring more people to onboard and service our accounts and risking future layoffs versus improving overall business efficiency. In other words, with digital customer success, we can all easily do more with less. Digital game-changers.

B2B 52

B2B B2C Software Customer Success 52

Retently

JULY 28, 2023

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Those are just some examples; one can try out many other ideas.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

SmartKarrot

JANUARY 25, 2022

We have recently seen marketing departments in SaaS companies concentrating more on marketing programs to engage existing customers. These programs got the name of customer marketing. . Customer marketing is one of the key functions of an organization. On the other hand, customer success has been around since early 2009.

Customer Success 10

Customer Success Marketing Case Study Customers 10

CSM Magazine

FEBRUARY 7, 2023

The result of such workarounds regularly translates to a degradation of the customer experience. We saw this in the last big recession spanning 2007-2009. The customer was often abandoned, left feeling disappointed. Offer rewards to those who share their customer successes and learning with others.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

ClearAction

OCTOBER 25, 2022

It’s for everyone who collects and manages insights: Marketing, Customer Experience, Customer Success, Customer Service, Partner Experience, and Employee Experience teams. Still, this progress is not keeping pace with what customers need, as evidenced in numerous studies this year. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Financial 71

transcosmos Information Systems

FEBRUARY 13, 2018

Lafley was the CEO of multinational consumer goods company, Procter & Gamble , from 2000 to 2009 and from 2013 to 2015. Lafley cared so much for P&G customers that he wanted P&G products to build on their personal lives and experiences. Making Customer Success Happen. Alan George “A.G.”

Customer Care 84

Customer Care Policies Customer Centricity Customers 84

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. What data you need to get the investment in your Customer Success team. The big test is how companies will retain customers during the downturn. Q&A Recap.

Metrics 72

Metrics Survey Company Self Service 72

Verint

DECEMBER 28, 2017

One of the biggest differences has to do with how we acquire and then retain customers. When I started this blog in 2009, I focused on the thorny issues involved with communicating across the sales-engineering interface®. Depending on where we sit around the business table, we all see the same things differently.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

Retently

OCTOBER 19, 2018

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

Waypoint Group

OCTOBER 17, 2019

Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+. Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco. Reciprocity is a customer-focused company with CSMs who’ve always done a very good job of getting feedback. Reciprocity, Inc. 50%+ increase in CSM team productivity.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Amity

NOVEMBER 9, 2016

There is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map. So we looked everywhere and aggregated the most striking Customer Success numbers to help you understand what's really happening. source ).

Customer Success 107

Customer Success Customer Retention B2B Customer Centricity 107

Amity

MARCH 24, 2016

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. How did you get started in Customer Success and what was your path into your current role?

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. How did you get started in Customer Success, and how has your path led you to your current role?

Customer Success 71

Customer Success Metrics Customers Feedback 71

SmartKarrot

FEBRUARY 15, 2022

The credit for these changes goes to the customer service experts who helped redefine the industry. Today, almost all companies, irrespective of the industry they operate in, give special attention to customer service and make rigorous efforts to ensure customer success. Marsha Collier. Martin Hill. Nick Mehta.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Gainsight

JUNE 10, 2022

I meet new people in the worlds of Customer Success and Community Management on a weekly basis. Reunion 2009, 2 a.m. Matt (now my husband) and I have been together for 17 years, and I still lean on the lessons of that reunion every week at work. It was my greatest education in how to come out in an uncontrolled environment.

Software 105

Software Meeting Customer Success Interaction 105

Natalie Petouhof

AUGUST 26, 2015

Tweet Buyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options before selecting a vendor.

Customer Success 40

Customer Success Sales Management Advertising 40

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. As your bandwidth expands, you can extend your CX efforts to other customer groups. Almost-Free VoC: There are many ways customers initiate comments to your company.

Voice of Customer 62

Voice of Customer B2B Effort Score Leadership 62

Qualtrics

NOVEMBER 11, 2019

Nate Leach (NL): I’m Nate Leach, a Principal Customer Success Manager in our Seattle office. I retired in 2009 and was an entrepreneur and author before coming to the mighty Qualtrics. But the right preparation makes all the difference; we reached out to the Q-Salute team here to ask for their best advice.

Tips 30

Tips Leadership Consulting Connections 30

SmartKarrot

JANUARY 18, 2022

Found in 2009 by Harishankaran Karunanidhi and Vivek Ravisankar, Hackerrank is a corporate company that offers a tech-hiring solution. To understand how SmartKarrot can helps SaaS companies keep and grow loyal customers, Request a Demo. The company also offers an enterprise-grade solution for shortening branding domains and URLs.

Company 11

Company e-support Customer Journeys CRM 11

SmartKarrot

FEBRUARY 4, 2022

The Software-as-a-Service (SaaS) product comes with several features, such as 1-to-1 video calls, 3rd party app integration, custom profile screen sharing. Founded in: 2009. Square has been serving as a one-stop shop for online stores with the services they offer, Founded in: 2009. Founder (s): Jack Dorsey, Jim McKelvey.

Company 10

Company Software Financial Advertising 10

Grade.us

JUNE 2, 2020

They pivoted in 2009, shifting their focus to lead generation via a pay-per-call business model. The Podium mobile app allows brand managers and customer support teams to manage customer conversations at any time. Contact page HIPAA compliant Twitter CCPA compliant Facebook GDPR compliant.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Qualtrics

NOVEMBER 11, 2019

Nate Leach (NL): I’m Nate Leach, a Principal Customer Success Manager in our Seattle office. I retired in 2009 and was an entrepreneur and author before coming to the mighty Qualtrics. Thanks for agreeing to share some tips for leadership and management as a civilian. Would you mind introducing yourselves to us a little?

Leadership 4

Leadership Management Tips Culture 4