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

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

Gainsight

JANUARY 8, 2019

Build up those knowledge reserves by attending these can’t-miss conferences of 2019. Whatever you want to call it, SXSW is where creative minds come together to drive the conversation and engage in creative problem solving around tech, entertainment, and culture. Pulse 2019 | May 21-24, San Francisco, CA. North America.

Conference 45

Conference B2B Entertainment B2C 45

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Compensation Plans.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

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.

Customer Success 40

Customer Success Self Service Effort Score Customers 40

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

APRIL 5, 2019

This week , we hosted a RYG Leadership Hour in Atlanta. RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Hiring and Scaling a Customer Success Team.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. ” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. In fact, technology deployment requires full-time management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Gainsight

JUNE 17, 2020

What’s so compelling about the book, even six years after its publication, is that it’s built around the principle that there are no easy answers or quick fixes in leadership. Peacetime CEO spends time defining the culture. Wartime CEO lets the war define the culture. I remember attending a CEO peer event in 2019.

Leadership 107

Leadership Government Airlines Hotels 107

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. But also, with toxic workplace environments. Often, you move on: from toxic colleagues, workplaces and stories.

Leadership 70

Leadership Conference Innovation Culture 70

Gainsight

JULY 11, 2023

A few years later, in 2012, my company was acquired by SPS Commerce (NASDAQ SPSC), and as part of that acquisition, I joined their leadership team. That was when I became passionate about solving the B2B customer education problem. The options were HR-focused LMSs or expensive DIY development projects.

Leadership 40

Leadership B2B Competitive Advantage CRM 40

Qualtrics

OCTOBER 22, 2019

At Qualtrics in Customer Success, I partner with our customers to achieve their business outcomes by providing thought leadership and strategic consultation. What made you want to get into customer success consulting? How did your time there prepare you to be successful in your career?

Consulting 36

Consulting Customer Success Leadership Customers 36

ClientSuccess

MAY 10, 2019

The new logo incorporates our mission to build global customer success leadership summits with the best content, the best experiences, and the best connections. The CS100 Summit is the premier conference for customer success executives & SaaS leaders. New CS100 Summit Logo Aspects. The Circle. Experience.

Conference 48

Conference eBook Customer Success Culture 48

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . He ended with a challenge and a promise to customer success leaders – The Results are In!

NPS 54

NPS Connections Customer Centricity Customer Success 54

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

Gainsight

MAY 7, 2019

Meet some of these stellar human beings in person at Pulse 2019. Catch this Product influencer at Pulse 2019! Catch this Product influencer at Pulse 2019! In 2017, Eriksson co-authored the best-selling book, “ Product Leadership: How Top Product Managers Launch Awesome Products and Build Successful Teams.”.

Industry 49

Industry Conference Consulting Software 49

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. on 13 May 2019. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. The Ultimate Question 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Gainsight

JANUARY 12, 2021

In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer Success at Adobe , Marissa Barcza. . Read on to see how she thinks about scaling enterprise products and customer success for small to midsize companies, including some that are just starting to sell products online for the first time.

e-support 59

e-support Self Service Meeting Customer Success 59

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Chad Horenfeldt – Director of Customer Success at Kustomer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

SEPTEMBER 16, 2019

ChurnZero Selected as Best Tech Startup Finalist in 2019 Timmy Awards. Tech in Motion has recognized ChurnZero as a finalist for 2019 Best Tech Startup as a part of the Annual Timmy Awards, which they host to celebrate the top workplaces for tech professionals. The complete list of 2019 Timmy Awards finalists can be found here.

Entertainment 8

Entertainment Innovation Culture Touchpoint 8

ClientSuccess

DECEMBER 4, 2018

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? Customer success starts with good planning and focus.

Customer Success 63

Customer Success eBook Culture Meeting 63

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. 2019 was a banner year for Pulse.

Social Media 45

Social Media Conference NPS Customer Success 45

ClientSuccess

MAY 7, 2019

CS100 Summit 2019—Call for Speakers. We are excited to announce the call for speakers for the upcoming 2019 CS100 Summit for Customer Success Leaders. The CS100 Summit is known for the best customer success leadership content in the industry. Speaker Submissions Deadline is May 31, 2019.

Customer Success 45

Customer Success eBook Metrics Conference 45

Help Scout

DECEMBER 26, 2018

In this post, our Support-Driven Growth Lead, Mo McKibbon, explains how rather than a euphemism for customer success, Support-Driven Growth is a business approach aimed at shifting the customer support channel from cost center to critical revenue driver. We’re looking forward to exploring the concept further in 2019.

Sales 40

Sales Interaction Customer Centricity Leadership 40

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. How are we doing this conference?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

SmartKarrot

APRIL 13, 2020

Source: Byteant , December 2019. Here’s an interesting blog on how should SaaS providers spend on Customer Success. Product-led growth and usage of the data for customer success and other strategies can be a powerful proposition. See here how we architected a cutting edge Customer Success platform.

Company 19

Company Software Analytics Sales 19

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Now more than ever Customer Success is essential to the long-term success of your entire organization. Now more than ever Customer Success is essential to the long-term success of your entire organization. Your CRM is Not Enough!

CRM 63

CRM Customer Success e-support Chief Customer Officer 63

Gainsight

FEBRUARY 13, 2023

While it’s been in business since 2011, it’s fair to say that Zoom really came into its own during the Covid-19 pandemic, between 2019–21, as an easy-to-use go-to way to help keep both business and personal communication alive and well in a brief but deadly era when face-to-face proximity was actively dangerous. That’s customer success #101.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. With many influencers and industry experts in a single place, they can offer the perfect time to pick the brains of those you look to for inspiration in your customer success strategies. Customer SuccessCon. November 18, 2019.

Conference 40

Conference Customer Success Hotels Innovation 40

ClientSuccess

MAY 9, 2019

There are a few ways that your customers can actually help set your product on the right path to success: 1. Asking customers for direct feedback is par for the course for customer success managers (CSMs), but asking them to help solve direct issues isn’t as common. Blog Posts: The Outcome Customer Success Journey.

Customer Success 46

Customer Success eBook Metrics Feedback 46

Gainsight

JUNE 10, 2021

It’s a symbol that people are focused on learning more about customer success. They helped their business and customers not only remain stable, but also thrive during the challenging COVID-19 pandemic economy. . Nominated by Pam, Sutela, Customer Success Operations Manager, Sonotype, Inc.

Software 52

Software Customer Success NPS Leadership 52

West Monroe

JANUARY 24, 2022

According to Reuters, software deals more than tripled in the first nine months of 2021 compared to 2019. But in a competitive labor market, the companies most able to attract top talent will exhibit a strong culture and a clear vision of how work will be delivered by a distributed and global workforce. Taking action. Taking action.

Software 40

Software Trends Self Service B2B 40

One Millimeter Mindset

FEBRUARY 4, 2019

Creating a team-based storytelling culture is the best way I know to foster cross-discipline communication. Fostering a culture of team-based storytelling focuses on small, seemingly inconsequential, decisions and actions which make a big impact on customer experience and customer success. Are you one?

Customer Experience 12

Customer Experience Guidelines Resources Customer Retention 12