Gainsight

AUGUST 30, 2019

As a customer success professional, you talk to your customers every day and gather a ton of feedback straight from the frontlines. I dug into this burning question with customer success (CS) leaders at Pulse 2019. I dug into this burning question with customer success (CS) leaders at Pulse 2019.

Roadmap 40

Roadmap Feedback Study Software 40

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

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market.

Software 60

Software Customer Success Tools Customer Centricity 60

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. SaaStr (@saastr) August 29, 2019. Bill Cushard (@billcush) August 29, 2019. . Respect Your Customer. No Surprises! saastrscale.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

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

ChurnZero

JANUARY 11, 2019

It’s no secret that Customer Success and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly. 1 – Product Doesn’t Care About Our Customers. 1 – Product Doesn’t Care About Our Customers. A PM’s job is to solve problems.

Customer Success 45

Customer Success Roadmap Return on Investment Feedback 45

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. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Expanded paid planning measurement.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Khoros customers are more empowered than ever — and more is on the way. Expanded paid planning measurement.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Totango

JULY 1, 2019

We know that our customers spend their day to day in Totango Spark. This enables them to stay always up to date with their customer status and goals. During this year we focus a lot on Customer Success Manager productivity and we just release Account Profile Links to enable them quick access to all systems.

Roadmap 56

Roadmap System Data Customer Success 56

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

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. Top 10 Product Experience Blog Posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Outstanding brands create connections between customer needs and their solution.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

West Monroe

JUNE 19, 2019

Forrester defines the Salesforce implementation services market as: Service providers that can help Salesforce customers successfully implement Salesforce solutions. We know that customer data is more critical than ever, and after the implementation, we help clients maximize the data they have to drive business value.

Report 40

Report CRM Roadmap Consulting 40

Gainsight

APRIL 23, 2019

We asked our Pulse 2019 speakers for the best advice they’ve ever received and we’re sharing it with you so you can take your product and career to the next level. These tips are just a taste of the product experience best practices that will be shared at Pulse 2019. What is Pulse 2019? Catch this expert at Pulse 2019.

Tips 49

Tips Management Roadmap Conference 49

Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and industry.

Leadership 40

Leadership B2B Competitive Advantage CRM 40

ChurnZero

DECEMBER 6, 2019

Customer Success Managers have a lot on their plate. . CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. .

eBook 80

eBook Roadmap Customer Success Tips 80

Gainsight

MAY 28, 2020

Over the years, Gainsight had become a leader in the Customer Success space, and we were ready to extend our reach to adjacent use cases. In early 2019, we acquired Aptrinsic, a company specializing in tools to better understand and connect with users within the product experience (renamed PX shortly after). Background.

Roadmap 52

Roadmap User Experience Analytics Brands 52

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Getting Customers Connected.

Self Service 74

Self Service Customer Service Customers Connections 74

delighted

DECEMBER 7, 2021

Lastly, we’ll explore why customer experience surveys are essential when developing your own user-focused product strategy. Product-led growth (often abbreviated to “PLG”) is a go-to-market strategy that centers the complete product experience as the primary driver of end-user growth throughout all stages of the customer lifecycle.

Case Study 79

Case Study B2B Self Service Software 79

Gainsight

MARCH 7, 2019

Back in February, I attended SaaStr 2019 in San Jose. Gainsight and Gainsight PX booth at SaaStr 2019. 2019 marks an important moment in time not just for product leaders, but for entire companies. The race to become more customer-centric is on. Can’t talk to your customers? Your best resource is an email away.

Customer Centricity 49

Customer Centricity Feedback Social Media Roadmap 49

Totango

OCTOBER 7, 2019

We are happy to share that Rapid Insights forms now not only enable you to streamline data input into Totango from members of your team, but also allow your team members to create a new customer account directly (within their set permissions). . By November 25th, all IBIZA features will be opened by default for all customers.

Roadmap 9

Roadmap CRM Metrics Customer Success 9

Totango

SEPTEMBER 23, 2019

Totango Product Updates | September 23, 2019. First, I would like to start by thanking all of you who joined us for a great Customer Success Team Summit in New York City last week! We had a great few days, discussing customer success best practices, sharing experiences and knowledge. Customer Data Hub.

Roadmap 9

Roadmap Knowledge Base User Experience Customer Success 9

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 1: Think Like a Human Resources Manager.

Tips 58

Tips Metrics Customer Success Training 58

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! So, in typical PM fashion, she created the solution to a known problem and co-founded ProdPad , a software solution that helps PMs manage their roadmap and product backlog.

Industry 49

Industry Conference Consulting Software 49

Gainsight

OCTOBER 22, 2018

The software enables digital products to increase trial conversions and accelerate return on product investments to help drive customer retention. With Aptrinsic, companies can implement effective product-led go-to-market strategies that increase product adoption and customer lifetime value. Why did Gainsight acquire Aptrinsic?

Roadmap 40

Roadmap Analytics Customer Success Financial 40

ChurnZero

SEPTEMBER 6, 2019

Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. You Know the One – That Coworker Who Treats Customer Success as Their Personal Secretary. . . i ncrease upsells?

e-support 49

e-support Sales Roadmap Customer Success 49

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. How do we know?

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

SmartKarrot

JUNE 30, 2021

Businesses and product creators need to know how the product works and is adopted by customers. Customer onboarding Training Engagement Product experience. Why Product Adoption is Critical for SaaS Success? Product adoption is when customers are comfortable with the product and know how to derive value from it.

Social Media 10

Social Media Roadmap Customer Success Metrics 10

Gainsight

JANUARY 28, 2019

But in my day job as CEO of Gainsight and “Chief Karaoke Officer” of the customer success movement, I think about other measurements: How many people will come to Pulse 2019 , after 5000+ at Pulse 2018? How many company kickoffs and all-hands will we be asked to speak at about customer success? Hundreds so far).

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

Gainsight

OCTOBER 5, 2020

Why should you involve your customers and users in the Product feedback and ideation process? Getting customer feedback isn’t a new concept. From a product development standpoint, customer feedback is vital. Does a large majority of your customers echo an idea, or are you receiving numerous versions of the same feature request?

Feedback 52

Feedback Roadmap Social Media Tips 52

Gainsight

APRIL 7, 2022

Hear how Product can influence revenue-driving CS strategies, how your community can inform your roadmap, and many more valuable insights at the intersection of all three. We’ve filled the entire space with booths, showcases, and experiences that show off the exciting new technologies in customer success, product experience, and community.

Entertainment 105

Entertainment Conference Innovation Fashion 105

Gainsight

AUGUST 10, 2020

Imagine how excited I was last year when Gainsight and over 60 of the top Customer Success executives in the world decided to pay us a visit for the 2019 Pulse CxO Summit. As the leaders of Customer Success and Product Experience, we at Gainsight feel an obligation to the executives, customers, and the industry as a whole.

Leadership 59

Leadership Groups Customer Success Hotels 59

Chattermill

APRIL 24, 2019

Top 5 learnings we’ve discovered working with the best companies for customer experience. by Junior Hewitt on 25 Apr 2019. Customer Success. Customer Experience. Chattermill is uniquely placed to identify key behaviours that enable companies to provide unrivalled customer experience across multiple industries.

Company 40

Company Customer Experience NPS Analytics 40

Gainsight

APRIL 29, 2019

I sat down with her at INDUSTRY EUROPE ‘19 to learn how all of us in product management can be more customer-centric. Q: In what ways can Product teams use support from other teams, like Customer Success (CS)? Q: How should Product and CS teams work together to find the right customers for beta offerings?

Roadmap 14

Roadmap Sales Conference Meeting 14