CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Totango

OCTOBER 29, 2019

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Tips for Building a Customer Success Team.

Customer Success 61

Customer Success Tips Feedback Customers 61

Centercode

JANUARY 28, 2019

On an intuitive level, company leaders understand the necessity of Customer Validation. But actually proving the worth of a customer testing program can be a challenge. Director of Customer Success Austin Meyer how a test manager can instead refocus their energy to increase the value of their customer testing program.

Tips 63

Tips Analysis ROI Metrics 63

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

SurveySensum

DECEMBER 22, 2022

And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Formula to calculate the Customer Retention Rate. So, what is VOC?

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Up Your Service

FEBRUARY 24, 2019

I am traveling soon to Sydney Australia for the Salesforce World Tour 2019. Another session is “Gearing-Up Your Customer Service”. What do you do when your customer base grows faster than expected. It may sound like a nice problem to have, but you got to solve it fast to serve and keep those customers.

B2C 40

B2C Travel B2B Report 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

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

ChurnZero

JULY 26, 2019

Moving away from Customer Support and into Customer Success often brings up a number of different questions. How is Customer Support different than Customer Success? How do your Customer Success Manager’s prioritize their day? Bora Lee, Customer Success Manager, ChurnZero.

Customer Success 61

Customer Success Management Meeting Course 61

SmartKarrot

DECEMBER 18, 2023

In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. The Evolution of Customer Success The journey of customer success has been nothing short of extraordinary.

Customer Success 10

Customer Success Customer Centricity Trends Industry 10

SmartKarrot

DECEMBER 18, 2023

In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. The Evolution of Customer Success The journey of customer success has been nothing short of extraordinary.

Customer Success 10

Customer Success Customer Centricity Trends Industry 10

Retently

JULY 28, 2023

The exact timing of the first mentions of the Customer Experience Officer may vary across sources, but it gained prominence in the 2010s, given the growing importance of customer experience as a strategic differentiator.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Gainsight

JANUARY 31, 2022

Introducing customer success both as a methodology and working practice into a business can be difficult. People don’t like change, even if the shift promises them success. People don’t like change, even if the shift promises them success. In mid-2019, this became the problem to solve. The Story Begins.

Customer Success 95

Customer Success e-support Advertising Survey 95

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows.

Engagement 52

Engagement Self Service Touchpoint Customer Success 52

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. JM: Yes, for sure.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

CX University

NOVEMBER 21, 2020

Customer experience means a plethora of different things to different people. Customer experience is not the same as customer satisfaction or customer service and whilst there are some good guys doing some great work in the field of customer success, customer experience is quite different.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Gainsight

MAY 20, 2020

This award recognizes an organization that has risen to the occasion to take on challenges with an uncompromising dedication to the success of the individuals in their organization, their customer base, or their community. . Nominated by: Edgar Ramirez Vilchez, Director of CS Ops and Wendy Erdely, Director, Client Success .

Leadership 98

Leadership Customer Success Groups Management 98

Totango

FEBRUARY 22, 2019

Last year, we experienced record business growth—we more than doubled our revenue and customer base, tripled our engineering and support staff, introduced Totango Spark , a next generation flagship customer success solution, and announced a go-to-market partnership with SAP among many other exciting milestones.

Industry 50

Industry Leadership Financial Customer Centricity 50

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

Gainsight

JULY 2, 2019

This year at Pulse 2019, Gainsight officially made our biggest product announcement ever. We unveiled the Gainsight Customer Cloud that includes incredible products like CS, PX, CX, CDP and RO—all purpose-built to drive customer success across the entire company. Empower your cross-functional teams. Here’s the gist.

Customer Experience 70

Customer Experience How To Customer Journeys Touchpoint 70

Gainsight

MARCH 29, 2019

I don’t claim that the techniques we’re inventing and honing in the Customer Success Movement are on the same scale of significance as calculus or the laws of thermodynamics, but I do believe what we’re creating together is significant in its own way. Successfully charging for customer success.

Metrics 55

Metrics Customer Success eBook Innovation 55

Gainsight

DECEMBER 18, 2020

CAC is the cost you incur by bringing in new customers, such as sales, marketing, salaries, overhead, and onboarding expenses. per new customer in 2019 to $1.60 This metric is the annualized amount that customers pay you for your product or service on a recurring basis. The average CAC went from $1.35

Metrics 59

Metrics Net Promoter Score Touchpoint Survey 59

Education Services Group

AUGUST 20, 2019

But, this heat-induced lull makes it the perfect time to refocus your Customer Success efforts, especially on those mid-tier clients. A greater effort toward keeping your existing customer base happy will help ease the frustrations and challenges of mid-year new customer acquisition. But what about the 80/20 rule?”

Customer Retention 40

Customer Retention Study Strategy Customers 40

Gainsight

OCTOBER 5, 2020

Typically, SaaS vendors do their best to incorporate the ‘Voice of the Customer’ (VoC) into their roadmaps, displaying their commitment to their users. Is this a real opportunity for product development, or will customer education and support help them achieve their goal with the current functionality? . We’re all busy enough.

Feedback 52

Feedback Roadmap Social Media Tips 52

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about CS Operations.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Gainsight

JUNE 10, 2021

It’s a symbol that people are focused on learning more about customer success. Their hard work of moving from proactive motions to predictive action has paid off and is proof of the value of visibility into the customer base. Nominated by Pam, Sutela, Customer Success Operations Manager, Sonotype, Inc.

Software 52

Software Customer Success NPS Leadership 52

Gainsight

JUNE 4, 2019

Now customer success has its own prestigious award! We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year. So we asked you, the customer success community, to nominate your peers to be recognized.

Chief Customer Officer 8

Chief Customer Officer Innovation Conference Customer Success 8

Gainsight

DECEMBER 21, 2020

In 2019, there were many thought leaders and evidence that the economy was shifting to the customer. With an inundation of products and services as subscriptions to choose from, the customer could quickly leave your company and take their business with them. Being Proactive.

Data 59

Data Software Knowledge Base Customer Success 59

Gainsight

APRIL 8, 2020

To that end, leaders and team members need to be well equipped to work renewals in an efficient fashion and more importantly, have a clear indicator of early signs of potential risk in the customer base. Drive Leads from your Customer Base. Customers who are nearing or have exceeded their Volume Limits.

Sales 98

Sales Effort Score Fashion Report 98

Gainsight

JUNE 18, 2020

Today, I’m chatting with Doug Hooton , Vice President of Customer Success at OneCause , a SaaS solution that helps nonprofit organizations engage donors and raise more money for their missions. Doug knows what it takes to respond to industry disruption—and how to emerge better positioned for success than ever.

Customer Success 52

Customer Success Exercises Technology Knowledge Base 52

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

CSM Practice

DECEMBER 29, 2020

06:24 – Irit explains her expectations during 2019 and Q1 2020. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. 17:20- Diane highlights customer and relationship-centeredness. And by the way, I’m not the only one that had an amazing 2019 and a great Q1 2020.

How To 98

How To Customers Communication Customer Success 98

Gainsight

JUNE 3, 2019

That’s why I’m so proud of the customer success movement, specifically. We created the Pulse Customer Success Community in May of 2013 with our first Pulse conference. And just two weeks ago, we held Pulse 2019 with 5500 in attendance at Moscone West. Community and Customer Success.

Conference 45

Conference Customer Success Connections Customer Base 45

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

Gainsight

AUGUST 18, 2022

The winners represent some of the biggest names in the SaaS industry, and we salute their ability to change the game of customer success and experience over the past year. . Okta offers secure, cloud-based authentication for everything from logins and passwords to the energy industry and more. Visionary Award Goes to … Seismic.

Effort Score 23

Effort Score Customer Success Software Healthcare 23

Team HGS

AUGUST 13, 2019

The conference panel was moderated by Melissa O'Brien, Research Vice President Customer Engagement, HFS Research , with panelists: . Michael Truett, Head of Customer Success and Engagement, Newsela. Takeaway One: Where does the customer journey start? Tue, 08/13/2019 - 23:19. Customer Experience.

Management 40

Management Conference Average Handle Time Contact Center 40