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. 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 !

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Education Services Group

MAY 23, 2022

Customer Success Analyst. VP of Customer Success. Customer Success Manager. The demand for Program Managers in Customer Success was a quiet undertone in almost every session but was specifically evident on the CS Operations side of the house. The future of customer engagement.

Interaction 52

Interaction Multi-Channel Conference Customer Success 52

Gainsight

SEPTEMBER 28, 2022

You see, simplicity itself is quite possibly THE underlying principle and North Star that guides every SaaS founder’s visionary approach to starting a company in the first place—even more so than our old favorite term circa 2002-2020: “disruption.” Have clarity and reasoning behind your roadmap.

How To 52

How To Roadmap NPS Fashion 52

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Wednesday, April 22, 2020, 2:00 – 3:00 PM EDT.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Gainsight

JUNE 17, 2022

Product-led growth is a strategy that centers your entire operation—including customer acquisition, onboarding, adoption, retention, expansion, and everything in between—around your product. . Like customer success, product-led growth strategies were born out of a need to optimize SaaS companies. User Sentiment and Feedback.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 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

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

APRIL 8, 2020

Of course, the current COVID-19 crisis is what’s top-of-mind in 2020 but there have been travel restrictions before during other national and international emergencies. You can use the same technique for building your product roadmap. Your customers are glad to engage online. Teams or Slack for on-going discussions.

Tools 52

Tools Travel Roadmap Course 52

Wootric CX Blog

MARCH 15, 2020

Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this. Step up your customer success initiatives. Make sure you and your clients are recording successes. How do you begin a customer advocacy program like this?

Company 125

Company e-support How To Chief Customer Officer 125

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

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.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

MARCH 1, 2020

And even though you’re not taking on the evil empire in 2020, you’ll still need someone exceptional to integrate your Customer Experience (CX) initiatives and take everything to the next level. . An established SaaS company that’s moved beyond the startup phase wants to unite its various customer Experience efforts.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

delighted

DECEMBER 14, 2020

2020 required many companies to pivot their internal and external customer processes to provide convenience and safety. Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible.

Strategy 63

Strategy Net Promoter Score Customer Experience Effort Score 63

Gainsight

JANUARY 8, 2021

Recently, Jackie Chevallier, Senior Product Manager for Adobe Audience Manager, and Connor Hatfield, Senior Customer Marketing Adoption Specialist at Adobe, sat with Gainsight’s Harshi Banka, Customer Success Director, Gainsight PX Team. Product adoption and customer success are core pillars of her role.

Sports 52

Sports Effort Score Tips Analytics 52

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

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. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CustomerSuccessBox

JUNE 15, 2020

But neither did several companies who had made detailed plans to achieve glorious heights in 2020. As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. instead of focusing only on KPIs and metrics it’s important to make the customer successful.

Customer Success 64

Customer Success Strategy Roadmap Metrics 64

delighted

JANUARY 14, 2020

While you may not be able to fix these issues immediately, it’s still good practice to acknowledge the pain the customer is feeling, and share any upcoming improvements on the product roadmap that could address their concerns. Gain the most valuable customer testimonial there is: a detractor turned promoter.

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

SurveySparrow

SEPTEMBER 6, 2019

The simplest formula for Customer Lifetime Value that anyone with technical knowledge can understand is this: Customer Lifetime Value = Customer’ spend – Cost of acquiring – the cost of marketing – the cost of serving the customer. How difficult would that be? 8 Feedback.

Social Media 51

Social Media Effort Score Metrics Customers 51

Centercode

APRIL 9, 2020

He discussed Ted, the “tester engagement director” bot that codifies the Customer Validation Framework into a collection of features for prescriptive tester engagement. He also shares insights into our roadmap for 2020. We don’t have a release date beyond 2020. Luke : Absolutely not.

Roadmap 72

Roadmap Conference Engagement Feedback 72

ChurnZero

DECEMBER 22, 2020

(If your newly minted budget leaves much to be desired, don’t give up b efore you try these arguments to win budget for Customer Success. Because in our very un biased opinion, Customer Success deserves to get everything they asked for and more. Looking for Customer Success book recommendations?

Customer Success 59

Customer Success e-support eBook Customers 59

GlowTouch

SEPTEMBER 18, 2020

The fun or quirkiness are enabled by a framework in which employees are engaged, have opportunities for career growth, and have ready access to support if needed. New personnel need a roadmap of expectations: do people work collaboratively or independently, is management top-down or is associate feedback encouraged? Tonya Morgan.

Culture 52

Culture Company Government Leadership 52

Gainsight

NOVEMBER 23, 2020

We have almost made it through the challenging year of 2020. When we acquired Aptrinsic two years ago, we had the foresight to see how valuable product data would be to the Customer Success function. Engage users without being overwhelming. 2020 has been a marathon of resilience, to say the least.

Roadmap 52

Roadmap Feedback Touchpoint Customer Success 52

Grade.us

JUNE 2, 2020

We’ve done our best to put together a comprehensive, in-depth list of the best reputation management platforms for your evaluation in 2020. Let’s take a look at the top 10 best reputation management solutions in 2020. In 2020, Grade.us million new customer reviews every month. Table of Contents.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

West Monroe

FEBRUARY 23, 2023

And while approaches may vary, there is a roadmap to establishing a mandate for and culture of collaboration, followed by setting up the systems and structures that will make it a reality. That includes a roadmap for collaboration with these key features. Each product had sales goals, KPIs and engaged leaders.

Leadership 52

Leadership Roadmap Culture Gamification 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

ClientSuccess

SEPTEMBER 8, 2020

This last factor – resource allocation – can make or break a customer success team’s large account management process. If a customer is looking to achieve a specific adoption percentage, every stage of the customer journey should highlight adoption and engagement on the platform.

Customer Journeys 52

Customer Journeys Management eBook Case Study 52

ChurnZero

JANUARY 17, 2020

If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. With so many tools at your disposal, it can be challenging to determine how to best leverage a Customer Success platform and hit the ground running. On Staying Organized .

Tips 72

Tips Metrics Customer Success Effort Score 72

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Circular Edge

AUGUST 29, 2019

The keynote also highlighted several other real-life customer success stories: Federated Co-Operatives simplified & streamlined business processes, improved UX by utilizing E1 Pages & Watchlists and modernized their business by engaging their workforce. CE Customer Stories & Educational Highlights.

Resources 40

Resources Conference Case Study Innovation 40