InMoment XI

JANUARY 23, 2013

Porter Williams is the director of client services and operations at HireVue since early 2010. He oversees HireVue's 24/7 support operations, the Voice of the Customer program, and also serves as a hub between products and customers. He pioneered HireVue's customer success program.

Customer Success 200

Customer Success Data Management Company 200

InMoment XI

JANUARY 23, 2013

Porter Williams is the director of client services and operations at HireVue since early 2010. He oversees HireVue's 24/7 support operations, the Voice of the Customer program, and also serves as a hub between products and customers. He pioneered HireVue's customer success program.

Customer Success 200

Customer Success Data Management Company 200

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Kayako

MARCH 21, 2022

One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Brands with the most unhappy customers posted a paltry 3% growth over the same period. Optimizing the customer service experience for both employees and customers boosts brand loyalty and revenue growth.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Amity

MAY 9, 2016

Founded in 2010, Influitive helps over 300 customers worldwide discover, mobilize, and recognize their customer advocates. We sat down with Julie Persofsky , VP of Customer Strategy and Account Management, to discuss how Customer Success has evolved at Influitive over the last 4 years.

Customer Success 48

Customer Success Culture Travel Customers 48

AskNicely

AUGUST 17, 2018

It is calculated by looking at the percentage of customers that are ‘promoters’ (9 or 10 rating) minus the percent of customers that are ‘detractors’ (0 to 6 rating). By giving their team solutions and empowering them to address feedback and earn success stories, they increase engagement.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Gainsight

JANUARY 18, 2024

It’s so important today that, according to a 2023 Super Office study, customer experience is now the primary focus to beat out the competition for more than two-thirds of companies—up from only 36% in 2010! Organizations have turned to customer experience to stand out. How’s Learning Impacting the Customer Experience Tech Stack?

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Their research showed that customer loyalty is correlated with brand attachment and overall experience with a product or service.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

SmartKarrot

MAY 14, 2020

Hence, businesses are getting keen on building effective customer success strategies and the customer success managers (CSMs) are on the spree of honing their skills with the experiences and learnings of their work life. Between 2000 to 2010: CRM, Web Channels, Mobile App . 2010: SaaS, 2013: Customer Success .

Customer Success 10

Customer Success Call Center Customer Retention Software 10

Team Support

JANUARY 9, 2024

In the early 2000s, simple chatbots were used on websites to assist with frequently asked questions and basic customer support. By 2010, with advances in AI and natural language processing, chatbots became more sophisticated, and companies started incorporating chatbots into various platforms, including websites and messaging apps.

Technology 59

Technology Chatbots Call Center Social Media 59

Gainsight

JULY 11, 2023

The Beginning In 2010, seeds were planted for what would become Northpass. Within months of optimizing our positioning and messaging, we saw an immediate increase in demand for our platform from ideal customers: Customer success leaders at mid-sized and enterprise tech companies.

Leadership 40

Leadership B2B Competitive Advantage CRM 40

SmartKarrot

JANUARY 22, 2021

The concept of Customer Success has indeed become a critical success factor. The evolution of customer success has walked from time immemorial to the face of the future today. The Customer Success – Past, Customer Success – Present, and the Customer Success – Future are all subsets of this historic evolution.

Customer Success 10

Customer Success Customer Relationship Management Self Service Social Media 10

Education Services Group

FEBRUARY 12, 2019

When the iPad launched in 2010, people couldn’t seem to figure out what it was for. But that world would never have come about if not for the bold few in 2010. Those people are the early adopters — the first customers to adopt a new product or technology before the rest of the population catches up.

Innovation 45

Innovation Groups Feedback Technology 45

Alida

NOVEMBER 10, 2016

Bill Macaitis, CMO of Slack, explains , “The larger the number of advocates for product, the lower the customer acquisition costs for the company, and the more effective customer success team will be.”. The growing list of companies that use NPS includes global brands like Apple, the BBC and American Express.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

Amity

MARCH 29, 2016

How customers come to trust a technology, a brand, and the people behind it matters. By nature of its role, Customer Success has a profound influence on customer loyalty from the outset. Customers are in their most vulnerable state after they ink the deal. And once again, first impressions linger. 1 Bolton, R.

Customer relationships 67

Customer relationships Loyalty Study Groups 67

Storyminers

JULY 6, 2020

Eliason, who interacted with more than 10,000 Comcast customers via Twitter, was the subject of significant press attention; he was featured in The Wall Street Journal , ABC News , Wired , The Washington Post , BusinessWeek , Forbes , and The Philadelphia Inquirer , among other publications. Nick Mehta.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

JUNE 23, 2022

The only solution is to consider more scalable ways to reach your customers, including: Automation through digital touches. Pooled approaches to customer success. In-app communications to drive customer success from inside your product. Chief marketing officers should consider investing in customer marketing.

Self Service 52

Self Service Financial Chief Customer Officer Sales 52

Lumoa

JUNE 28, 2018

If you're inspired by HubSpot, you might want to check our upcoming webinar next week to find out how to spread customer-centric practices in your company. For the company, measuring customer success at each customer touchpoint is crucial. Chapter 6: Scaling your company, scale your customer experience management.

Customer Centricity 160

Customer Centricity Culture Strategy NPS 160

SmartKarrot

MAY 27, 2020

In the customer-focused era over the globe, every other company is giving utter importance to understanding their customers, trying to provide top-notch experience and support through customer success software. Today, the customer holds the card and not the seller. Determine Your Business Requirements.

Software 10

Software Omni-Channel Customer Success Tips 10

Storyminers

JULY 6, 2020

Eliason, who interacted with more than 10,000 Comcast customers via Twitter, was the subject of significant press attention; he was featured in The Wall Street Journal , ABC News , Wired , The Washington Post , BusinessWeek , Forbes , and The Philadelphia Inquirer , among other publications. Nick Mehta.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Self Service 88

Self Service Technology Trends Customer Service 88

ClearAction

DECEMBER 11, 2016

No wonder getting in-tune is the number 1 success factor for strong business results in customer experience management. 2 ClearAction Business-to-Business Customer Experience Management Best Practices Study , 2010-2013. Image purchased under license from Shutterstock.

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

Retently

FEBRUARY 27, 2019

Below, we’ve listed 12 proven tactics to increase your average CLV and generate more revenue from your existing customers. When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Use Customer Success Software. Salesmachine.

Social Media 133

Social Media NPS Omni-Channel Effort Score 133

ChurnZero

JULY 24, 2020

Customer Success as an Agent of Change: Why Trust Matters. Customer Success is often the conduit for change – whether you’re getting a customer to adopt your product, change their existing processes, test an untried strategy, or expand their account. 7 Customer Success Trust-Building Tactics.

Loyalty 59

Loyalty Customers Customer Success Meeting 59

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Results of Successful Digital Transformation. Transcript: Introduction to Digital Leadership Webinar.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Results of Successful Digital Transformation. Transcript: Introduction to Digital Leadership Webinar.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Results of Successful Digital Transformation. Transcript: Introduction to Digital Leadership Webinar.

Leadership 40

Leadership Course Case Study Social Media 40

Gainsight

FEBRUARY 2, 2024

The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. How Can Companies Create Original Courses?

Training 52

Training Course Consulting Software 52

Retently

NOVEMBER 21, 2018

But back in 2010, the company – while quite big – was still working on building its brand to make it more popular. Actively ask them to share their opinions and expertise with your audience and their own too (just ask them to mention your brand when they do that). And, of course, reward and acknowledge their contributions.

Examples 120

Examples Strategy Company Marketing 120

SmartKarrot

JANUARY 28, 2022

Founded in: 2010. Totango is an Israel-based customer success company that aims at increasing customer loyalty. Totango’s customer success technology, SuccessBLOCs, is modular, visual, and easy to use and implement. Founded in: 2010. Founder/CEO: Shahar Waiser, Roi More.

Company 10

Company Financial e-support Innovation 10

Lithium

DECEMBER 7, 2018

was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium. Lithium’s Engineering, Customer Success, and Support team members joined in on building and iterating upon the community too. Adam was the first person to reach 200 Accepted Solutions.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium. Lithium’s Engineering, Customer Success, and Support team members joined in on building and iterating upon the community too. Adam was the first person to reach 200 Accepted Solutions.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium. Lithium’s Engineering, Customer Success, and Support team members joined in on building and iterating upon the community too. Adam was the first person to reach 200 Accepted Solutions.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium. Lithium’s Engineering, Customer Success, and Support team members joined in on building and iterating upon the community too. Adam was the first person to reach 200 Accepted Solutions.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium. Lithium’s Engineering, Customer Success, and Support team members joined in on building and iterating upon the community too. Adam was the first person to reach 200 Accepted Solutions.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium. Lithium’s Engineering, Customer Success, and Support team members joined in on building and iterating upon the community too. Adam was the first person to reach 200 Accepted Solutions.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

was the first Lithium Customer Success Manager (CSM) in 2005 and my first manager here at Lithium. Lithium’s Engineering, Customer Success, and Support team members joined in on building and iterating upon the community too. Adam was the first person to reach 200 Accepted Solutions.

Gamification 40

Gamification B2B Guidelines Government 40