Gainsight

DECEMBER 23, 2019

On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. This is a partial transcript of Nick and Gainsight’s vision of the future of customer success. Nick Mehta. Number one is gathering the data into one place.

Trends 52

Trends Customer Success B2C B2B 52

Gainsight

APRIL 12, 2022

While you have been planning and thinking through your improvement roadmap, your team may not yet have the same level of understanding. in 2021, despite the post-2020 economic recovery. . Remain Customer-Centric. Lastly, and most significantly, change management in customer success must be all about the customer.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

Gainsight

OCTOBER 16, 2020

At our first-ever Pulse for Product event, we got inspired by this idea of video games, the nostalgia of 8-bit classics, the 90s (or really any year excluding 2020 – the bar is low), and leveling up (which ultimately became our theme for the event). If 2020 has taught us anything, it’s that products must be human-first.

Strategy 59

Strategy Video Software Leadership 59

ChurnZero

APRIL 8, 2020

So how best do you go about developing customer advocacy in your organization? Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience. Wednesday, April 22, 2020, 2:00 – 3:00 PM EDT.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ChurnZero

DECEMBER 6, 2019

Or, how about a desk succulent with a note about how excited you are to help them accomplish new growth in 2020? For brand new customers, try sending a “Road to Success” kit that includes a welcome letter from the CEO, best practices materials, quick reference guides, and some fun company swag. .

eBook 80

eBook Roadmap Customer Success Tips 80

Interactions

JUNE 20, 2019

As companies continue to realize the importance of a customer-centric approach, customer experience is becoming everybody’s job. Therefore, it’s important to create a common vision about what customer experience actually means for your organization. Keep a common vision. Use AI to stand out from the competition.

Technology 67

Technology Customer Experience Roadmap Contact Center 67

ClearAction

JANUARY 12, 2022

New key performance indicators (KPIs) are needed to assess: Ease-of-Doing-Business from the viewpoint of customers and suppliers. As your roadmap and indices for customer-centered management capability, let’s review the alternative angles on Ease-of-Doing-Business and Ease-of-Work provided by this article series: Ease of Doing Business.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Gainsight

APRIL 13, 2020

Gainsight PX Product Analytics Aggregated Stats Q1/2020. Take a customer-centric approach – Customer experience becomes the key priority regardless of the organization’s guiding principles, culture, size, or budget. Enable customers to be self-sufficient with contextual in-app messaging and supporting content.

B2B 52

B2B Roadmap Metrics Software 52

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. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JANUARY 8, 2021

Alignment practices continue to be critical in the roadmap and feature development prioritization for Adobe. “Because of these efforts, it continues to be so critical in roadmap and feature development.” Adobe discovered that the success of the Customer Marketing team is partnering with the Product Management team.

Sports 52

Sports Effort Score Tips Analytics 52

Daniel Group

APRIL 5, 2023

I went and managed the processing center, which also had a customer service department in it. So very customer centric before that, but that really grew my appreciation for what our internal folks did, and then the importance of that interaction with customers and dealers.

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

SurveySparrow

DECEMBER 10, 2020

2020 was full of uncertainty, turmoil, and health concerns. However, in 2020, the whole world witnessed multiple digital transformations that changed the digital strategy for businesses despite all the negativity. . That’s why 5G has become a vital part of the digital transformation roadmap.

Chatbots 52

Chatbots Social Media Survey System 52

ChurnZero

AUGUST 30, 2019

We hope you found that to be a valuable recap of our favorite takeaways from SaaStr Scale, and we cannot wait to see you all at SaaStr Annual 2020 ! How to Build Effective Customer Success Plans Wednesday, September 11, 2019 2:00 – 3:00 PM EDT. Customer Success Around the Web. Upcoming Webinar.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Gainsight

OCTOBER 23, 2019

To do this, they need access to every tool that touches the customer. This enables them to share customer insights and data with the rest of the business. Some examples include: Product tools like analytics, roadmapping, and feature-tracking. Sales tools like CRMs and customer communication. The Biggest Takeaway.

Software 60

Software Customer Success Tools Customer Centricity 60

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.”

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

delighted

JANUARY 14, 2020

You’ll be able to report to your internal stakeholders that you’ve been able to improve your NPS, and have also gained more customers who are willing to promote your business. Create a customer-centric culture where everyone is accountable for each detractor’s experience. Looking to do more than measure NPS?

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

Thematic

APRIL 13, 2023

I joined Atlassian in May 2020, to work on a customer feedback ecosystem initiative. This was to address the feedback overload and make sure customers felt heard. The challenge we were tasked to solve was how to harness and respond to the estimated 60,000 pieces of customer feedback received every month. Why Thematic?

Feedback 71

Feedback Roadmap Analysis Data 71

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

GetFeedback

JANUARY 27, 2020

And customers are ready to open their wallets for great service — 86% of customers would be willing to pay more for a better experience. . That makes customer experience the leading factor driving revenue and retention, projected to eclipse price and brand as the key brand differentiator in 2020.

How To 221

How To Customer Journeys Feedback Survey 221

SmartKarrot

MAY 27, 2020

Account management often has to be customer-centric and Richardson’s Prosperous Account Strategy Program hits the nail on its head. Account managers often need to develop long-term roadmaps for their most important clients. Richardson’s Prosperous Account Strategy Training Program . LAMP Account Management Training .

Training 10

Training Resources Management Groups 10

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Phillip will lead the company’s efforts to evangelize customer voice to influence product roadmap and strategy. Follow Phillip on LinkedIn. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Strativity

APRIL 27, 2023

By the end of 2020 it was estimated that approximately 110,000 U.S. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. restaurants closed either permanently or long-term. Pepper, and other brands.

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

By the end of 2020 it was estimated that approximately 110,000 U.S. To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. restaurants closed either permanently or long-term. Pepper, and other brands.

Roadmap 52

Roadmap Customer relationships Brands e-support 52

Gainsight

AUGUST 10, 2020

Visual Executive Summary from Pulse CxO Summit 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. CxO Summit 2020 – How We Did It. The ocean breeze. Whale watching.

Leadership 59

Leadership Groups Customer Success Hotels 59

ChurnZero

JANUARY 17, 2020

This could mean that your customer isn’t realizing the full value of your product. . This same customer data can prove valuable for both your product and development teams, especially when your team is creating a product roadmap. . . “We Above all ensure that your metrics are as customer centric as possible.

Tips 72

Tips Metrics Customer Success Effort Score 72

West Monroe

JUNE 20, 2022

True to what we forecasted around the midpoint of 2021, healthcare transaction activity last year surpassed even 2020’s record level with nearly $40 billion in deals, up 32% from the previous year. Customer centricity and the expanded healthcare value chain. Key trends. Building for scale and flexibility.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

West Monroe

JUNE 20, 2022

True to what we forecasted around the midpoint of 2021, healthcare transaction activity last year surpassed even 2020’s record level with nearly $40 billion in deals, up 32% from the previous year.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

True to what we forecasted around the midpoint of 2021, healthcare transaction activity last year surpassed even 2020’s record level with nearly $40 billion in deals, up 32% from the previous year. Customer centricity and the expanded healthcare value chain. Key trends. Building for scale and flexibility.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40