ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

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. Ask us anything!

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Gainsight

OCTOBER 9, 2019

And I’ve hit a goldmine of opportunities in the customer success profession. — Nick Mehta (@nrmehta) September 24, 2019. As I’ve tweeted many times, the customer success leadership job market is white hot. We’ve learned five key things about hiring customer success leaders: 1.

Customer Success 58

Customer Success Chief Customer Officer Leadership Customer Centricity 58

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

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

JUNE 14, 2019

12 Steps to Conducting a Productive Customer Success Brainstorming Session. Automation is a game-changer for almost any department, but surprisingly Customer Success teams are a bit behind some of their counterparts (i.e. Marketing and Sales) when it comes to adopting technology to allow for automated workflows.

Customer Success 65

Customer Success Customer Retention Customers Metrics 65

ClientSuccess

APRIL 4, 2019

ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. David will share his thoughts on how to scale your team and organization with product-led customer success. About the Presenter.

Customer Success 46

Customer Success B2B Customers Innovation 46

ClientSuccess

APRIL 17, 2019

ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now.

Customer Success 45

Customer Success B2B Consulting Customers 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

Gainsight

JANUARY 8, 2019

Build up those knowledge reserves by attending these can’t-miss conferences of 2019. TSW, hosted by Technology Services Industry Association (TSIA) covers a wide variety of topics like customer success, expansion selling, support/field/professional services, and beyond. Pulse 2019 | May 21-24, San Francisco, CA.

Conference 45

Conference B2B Entertainment B2C 45

ClientSuccess

APRIL 17, 2019

ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now.

Customer Success 40

Customer Success B2B Consulting Customers 40

Comm100

NOVEMBER 2, 2020

Instead of letting prospects bounce off a landing page before asking that one important question on their mind, your AI customer service bot can step in and provide instant answers, book an appointment with your sales team, or help customers make a payment right there and then. And in December 2019? Industry: Ecommerce.

Chatbots 148

Chatbots Examples Customer Service Banking 148

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success ROI Sales Groups 64

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

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Gainsight

NOVEMBER 13, 2018

The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices. Like the universe, Customer Success is always expanding. Since then, Customer Success has grown from a job role to a department, and now requires the entire company’s efforts.

Customer Success 68

Customer Success Multi-Channel Effort Score Customers 68

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

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

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Be sure to align what feedback you gather with your Customer Experience Success Statement.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

Circular Edge

MARCH 4, 2024

“We were able to turn the challenges brought by the pandemic into opportunities to upgrade and roll out new features, where the risk was minimized due to a slower business period where we weren’t serving as many customers. Read Customer Success Stories See what more of our customers have to say.

Transportation 52

Transportation Apparel Sports Ecommerce 52

Oracle

JANUARY 28, 2021

Field Service Connect: The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support. AA-ISP The Global Inside Sales Association: Virtual Leadership Retreat. Conference: A Virtual Event for Sales Leaders. You can find the 2019 – 2020 calendar here. February 17 – 18, 2021. 12 PM EST. —.

Customer Experience 76

Customer Experience B2B Conference Advertising 76

Gainsight

OCTOBER 3, 2018

This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Luckily, our Chief Operating Officer, Allison Pickens, has worked with many different Customer Success orgs and shared her knowledge during our recent webinar on budgeting for Customer Success.

Customer Success 40

Customer Success Management How To Customers 40

ClientSuccess

FEBRUARY 20, 2019

ClientSuccess will host Julie Persofsky , Partner & Customer Success Advisor of Winning By Design , for this month’s customer success webinar series: How to Handle Churn as a Organization and Keep your Company Focused on Growth. What customer success should focus on to make companies more successful.

Customer Success 40

Customer Success Company How To Strategy 40

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

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

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 Leadership Connections 52

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

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Be sure to align what feedback you gather with your Customer Experience Success Statement.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Hero Digital

APRIL 15, 2020

Here are a few things you need to start focusing on ASAP: Big ideas for helping : The notion that “brands are defined by their behaviors, not their messages” (Friction, 2019) is especially true during an economic crisis. For marketers, this means taking your existing relationships with Sales and Customer Success to the next level.

B2B 52

B2B Marketing Guidelines Advertising 52

RapportBoost

JANUARY 7, 2019

We are proud of the leadership Dani brings to the team and the industry,” adds Dr. Michael Housman, Chief Data Science Officer and Co-Founder of RapportBoost.AI. Conversational selling and augmented intelligence are about helping people succeed, and Dani’s loves to help her customers, partners, and the contact center community succeed.”.

Average Handle Time 40

Average Handle Time Contact Center Social Media Customer Centricity 40

Kayako

AUGUST 22, 2019

At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support. Customer Success & Support . Customer Success & Support . Customer Success.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ChurnZero

MAY 31, 2019

Let’s take a look at a scenario involving a championless churn monster and see what you can do as a Customer Success Manager in this situation. How to Keep the Revenue Your Company Worked So Hard to Earn Wednesday, June 19, 2019 2:00 – 3:00 PM EDT. Companies work hard to attract and win their customers.

Customer Retention 75

Customer Retention Customer Success Metrics Customer Journeys 75

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. Upcoming Webinar.

Tips 58

Tips Metrics Customer Success Training 58

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. . . CSM, Cloud Software Company . ? .

e-support 49

e-support Sales Roadmap Customer Success 49

ChurnZero

JUNE 21, 2019

They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. Does reaching profitability on a particular customer acquisition change the approach at all? Q&A Recap . Or is more involved?

Company 73

Company How To Measurement Customer Success 73

Gainsight

AUGUST 31, 2020

It is a genuinely worthy lesson about willingness to learn, the ability to adapt successfully, the power of motivating team leadership, the benefits of making data-driven decisions from product usage insights, and the results produced from commitment. “I had to think about leadership differently,” Amy stated.

Leadership 52

Leadership Resources Multi-Channel Software 52