2018 Customer Centricity Customer Success Effort Score 
CSM Practice
FEBRUARY 20, 2020
At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?
ChurnZero
OCTOBER 4, 2019
It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.
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CSM Practice
NOVEMBER 4, 2019
Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.
Lumoa
OCTOBER 31, 2018
What are, in your opinion, the top challenges in customer experience that companies should be aware of now? Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. How to overcome those challenges?
ClearAction
OCTOBER 16, 2019
Sweetened deals to lure away competitors’ customers can alienate existing customers. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. Creating & keeping a customer (i.e.
Kustomer
APRIL 15, 2021
No longer are the days of QA teams and reps who had to take detailed, tedious notes on every customer interaction to gather data and search for opportunities for improvement. New technologies allow for that data to be automatically collected, scored, and reviewed. Those books and all that research was a big team effort.
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].
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