Totango

APRIL 2, 2021

We are proud to have received multiple leadership awards from TrustRadius in Customer Success. TrustRadius Leader in Customer Success recognizes vendors who have received a Top Rated award for having excellent customer satisfaction ratings. What Our Customers are Saying. With a TrueScore of 8.0

Industry 62

Industry Customer Success B2B Software 62

Gainsight

JUNE 8, 2022

In Customer Success circles, we practice the belief that when a company has the customer at the center of all that it does, customer outcomes will be achieved. his means that the product or service that a company is providing satisfies customers’ business needs.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Amity

DECEMBER 19, 2016

This year, we had a great time collaborating with Customer Success experts from all corners of the industry to bring you thought-provoking, fun, and helpful pieces. We know there's a lot out there, so we decided to put together a list of some of our favorite posts from 2016. Thank you for spending 2016 with us!

Innovation 0

Innovation Customer Success Software Management 0

Lumoa

DECEMBER 17, 2021

Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service. Carlos del Corral takes the lead as the CEO and continues also to lead the Customer Success Team. Co-founder Suvi Lindfors continues to lead the sales efforts.

Ecommerce 208

Ecommerce Banking Retail Industry 208

Wootric CX Blog

APRIL 7, 2020

Jay Nathan, Founder and Managing Director of Customer Imperative , was taken by surprise with his first cancellation: “The first major cancellation I received after taking responsibility for retention was like a gut-punch – no warning.” This happened back when he was SVP of Customer Success at an early stage SaaS company.

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. May 17th is finally here!

Social Media 40

Social Media Omni-Channel Conference Call Center 40

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). A Customer Success CoE centralizes the knowledge and expertise of CS and distributes it across the enterprise. We believe that’s about to change.

Customer Success 52

Customer Success Metrics Analytics Guidelines 52

Gainsight

FEBRUARY 11, 2019

Last month, I quit my position as head of Customer Success at my company, RD Station. Customer Success Is Not Your Product. Thus we used the customer success team to make product development faster. Since 2016, we started investing in tech touch initiatives to help solve the over-dependence on the CSM.

Customer Success 81

Customer Success Sales Customers Software 81

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer SuccessCon West 2016. January 14, 2016.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

Lumoa

OCTOBER 11, 2021

Lisätietoa Lumoasta: Lumoa on asiakaskokemuksen asiantuntijoiden vuonna 2016 perustama suomalainen yritys. Kari Korkiakoski, Toimitusjohtaja – kari.korkiakoski@futurlab.fi Lue lisää Futurelab Finlandista: futurelab.fi

Customer Centricity 208

Customer Centricity Consulting Customer Insights Customer Experience 208

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies.

Marketing 40

Marketing Leadership Video Course 40

Talkdesk

MAY 5, 2016

We are hoping to mirror the ideal customer experience in our attendee experience for this event. Here are five reasons why you should come to Opentalk 2016 : 1. Customer centricity should permeate all areas of a company. We’ll have leaders like Nick Mehta , CEO of Gainsight, who eats, breathes and sleeps customer success.

Conference 40

Conference Customer Centricity ROI Customer Retention 40

Gainsight

MARCH 12, 2019

In 2016, the Swedish Academy announced that it was awarding the year’s Nobel Prize in literature to Bob Dylan. In May 2018, we released the Periodic Table of Customer Success Elements. It’s a prescriptive framework for how companies should be thinking about customer success cross-functionally.

Customer Success 40

Customer Success Feedback Sales Customers 40

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!). If you have the data, why not use it to know if your customer is happy?

Trends 40

Trends Software B2B B2C 40

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Success Association’s Customer SuccessCon East.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

ShepHyken

NOVEMBER 14, 2016

Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova. HappyOrNot) All employees, including C-Level executives and management in any company, agree on the simple notion that having customers is vital to business survival. They want channel guidance.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

BirdEye

FEBRUARY 2, 2023

We’ve also grown to more than 100,000 customers and nearly 1,000 employees worldwide. We’ve built a strong foundation rooted in efficient growth and customer success and have made strategic investments in innovation (like the recent launch of Birdeye Social and Birdeye Appointments ).

Social Media 98

Social Media Innovation Touchpoint Culture 98

Kayako

APRIL 18, 2016

Alp Ozcelik (@alplicable) April 16, 2016. Dustin John Bromley (@DustinJBromley) April 16, 2016. Kendall (@AcuityKendall) April 17, 2016. Elevate Summit is the first conference of its kind dedicated to customer support, success and product managers, geared towards web and app professionals. Celebrate your success.

Conference 120

Conference Innovation Industry Meeting 120

ChurnZero

MARCH 31, 2021

ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. These awards are based directly on feedback from their customers. out of 10 for customer support and an 8.0

B2B 98

B2B Software Touchpoint Feedback 98

ShepHyken

SEPTEMBER 12, 2016

The “Customer Success” tips (I’ve mentioned these in a past Top Five blog) are invaluable, and I’m sure you’ll find some other great tips from the other topics as well. 20 Must-Read Books for Anyone Who Does Customer Service (UPDATED!) My Comment: Don’t be misled to thinking this article is for just SaaS types of businesses.

Customer Service 48

Customer Service Tips Loyalty Customer Service Training 48

Talkdesk

APRIL 27, 2016

We’ve brought together an all-star lineup of customer experience thought leaders to provide insights at Opentalk 2016. Talkdesk Senior Manager of Field Marketing, Leah Kahn, sat down with Nick to talk to him about everything… except customer experience and football. Do you want to hear a joke? Do you have your tickets yet?

Customer Success 40

Customer Success Conference Customer Centricity Customers 40

ClientSuccess

FEBRUARY 21, 2017

Katie Rogers currently serves as the VP of Customer Success at SalesLoft , where she built the customer success department from the ground up. Katie brought this insight and knowledge to the CS100 stage , where she spoke to the engaged audience on starting and scaling an effective customer success team.

Customer Success 40

Customer Success Culture Sports eBook 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

ChurnZero

APRIL 22, 2020

ChurnZero has been recognized as a leader among Customer Success software providers. out of 10 (highest in the Customer Success category) and over 89 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category. With a trScore of 9.1

B2B 75

B2B Touchpoint Software Feedback 75

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses.

Customer Success 126

Customer Success Metrics Effort Score Customer Centricity 126

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Amity

DECEMBER 9, 2016

Why waste thousands of dollars and hours trying to figure out what your ideal customers want to hear, when you can look inwards at your own team and customers for marketing inspiration that’s guaranteed to resonate? Taking a closer look at ServiceRocket, their marketing and customer success teams are inextricably linked.

Customer Success 48

Customer Success Marketing Company e-support 48

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

CSM Magazine

FEBRUARY 17, 2022

These human interactions are more likely to keep a customer longer, extend their lifetime value, and increase their spending over time. Focusing on the idea of customer success will therefore be an important trend. It’s crucial to remember to automate the simple, and to humanise the conversations that are most valuable.

Trends 98

Trends Industry Customer Service Chatbots 98

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Center for Customer Engagement’s 2017 Summit on Customer Engagement.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Alida

OCTOBER 4, 2016

In one breakout session, Molly Schmied, director of market research and insights at the Ohio State University, and Jason Minser, director of customer research at the Washington Metropolitan Area Transit Authority, joined Kelly Gartshore, Vision Critical VP of customer success, to discuss new ways of increasing community engagement.

Engagement 250

Engagement Strategy Entertainment Exercises 250

Alida

MARCH 10, 2017

In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. Twitter lost its way and CX suffered,” says Solis.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Totango

JANUARY 10, 2019

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run. And what new capabilities are available?

Customer Engagement 63

Customer Engagement Engagement Customer relationships CRM 63

Influitive

JULY 25, 2017

In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies.

Case Study 83

Case Study B2B Brands Study 83

Alida

OCTOBER 28, 2016

Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. Vision Critical (@visioncritical) September 21, 2016. OSF HealthCare also found success recruiting its own employees. “We Define your personas. vcsummit pic.twitter.com/Iq1Cug2OQL.

Healthcare 100

Healthcare Social Media Exercises ROI 100

CSM Magazine

FEBRUARY 25, 2021

As needs and customer demands become more complex, customer retention, loyalty and advocacy is harder to come by, and the customer lifecycle model – largely based on impersonal CRM data – can no longer map this out alone. That said, GigCX tools can align closely with improved customer life cycle mapping.

Chatbots 64

Chatbots Virtual Agent Customer Journeys Innovation 64