ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Customer Success Compensation Catches Up to Sales. Top SaaS CEOs Talk Compensation, Automation, and Investors.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

SurveyGizmo

JANUARY 28, 2020

Companies can now respond immediately and individually to customer feedback. January 29, 2020 07:00 AM Eastern Standard Time. – SurveyGizmo launched its Activated NPS Solution today, making it easy to respond to Net Promoter Score (NPS) feedback immediately and directly to drive higher customer engagement.

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NPS Net Promoter Score Feedback CRM 52

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

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Conference Chief Customer Officer Customer Success Software 98

ChurnZero

DECEMBER 9, 2022

In 2020, that figure dropped by half to 38%. Today, division leaders who run market-facing GTM functions account for 36% of CEO appointments. Gabby shared how her customer experience acumen set her apart for the CEO role, advocating that “Customer Success is front and center of all the skills that you need to be a great CEO.”.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

Customer Success 52

Customer Success Trends Management Survey 52

SurveySparrow

JANUARY 28, 2020

10 Best Online Reputation Management Software in 2020. And that’s exactly why we’ve listed out the top ten online reputation management tools of 2020 after thorough research. You also have the provision to trigger emails and text messages asking your customers for review submission. We totally get that! SurveySparrow.

Software 89

Software Net Promoter Score Management Social Media 89

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. To find out if you’re prioritizing Customer Success productivity, let’s look at these common questions and answers.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

Gainsight

DECEMBER 27, 2019

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. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. REQUEST A DEMO.

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Roadmap Metrics Feedback Conference 97

ChurnZero

OCTOBER 6, 2020

Superior Customer Success programs set great companies apart from their peers. Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. The Award Categories.

Net Promoter Score 40

Net Promoter Score Banking Innovation Video 40

BlueOcean

OCTOBER 6, 2020

And how do you test the waters to see how they compare in the market? For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are Your Customers Happy? Change is hard and change can be expensive.

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Customer Care Contact Center Effort Score Net Promoter Score 156

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.

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Software Customer Success Tools Customer Centricity 60

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

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Strategy Marketing Case Study Effort Score 64

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. Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Gainsight

MARCH 1, 2021

Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. Also, is there something beyond their technology level that led to success? In July 2020, Jamf debuted on the NASDAQ in a $100 million IPO. Sam : Nick, it’s been quite a ride.

Chief Customer Officer 52

Chief Customer Officer Customer Success Metrics Meeting 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52

Education Services Group

SEPTEMBER 19, 2022

Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. When uncertainty looms, there are a few leading practices that those of us in the Customer Success community can focus on to help keep everything on an even keel – for our business, our customers, and ourselves.

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Effort Score Customer Success Study NPS 52

TechSee

APRIL 3, 2018

Considering churn is closely linked to customer satisfaction, companies are attempting to transform their customer experience to meet consumers’ high expectations. In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020.

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Customer Retention Technology Strategy Analytics 141

InteractionMetrics

JULY 21, 2020

In the interim years, we’ve vastly improved the quality of customer listening for our clients, but broadly speaking, what’s the state of customer experience in 2020? Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator.

Survey 52

Survey How To NPS System 52

Education Services Group

MARCH 19, 2021

Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. Prioritize dynamic engagement with all customer segments.

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Customer Success Study Engagement Customer Engagement 52

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.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 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.” ” And it’s easy to see why. How to keep things simple.

How To 52

How To Roadmap NPS Fashion 52

CustomerSuccessBox

APRIL 5, 2022

It takes continuous renewals and a need to increase customer lifetime value as well. Having these burdens in mind, the first thing that pops into my head is the efforts of customer success teams in enabling the customer experience. That’s why customer enablement! What is customer enablement?

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Customer Centricity Metrics Customers Customer Success 52

SurveyGizmo

DECEMBER 18, 2020

A webinar with Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga. On December 16, 2020, Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga, sat down with Jeannie Zaemes, Director of Growth Marketing, to discuss their predictions for how customer experience will change in 2021.

Customer Experience 52

Customer Experience Trends Employee Experience NPS 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. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

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Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

MARCH 15, 2020

Financial markets are sliding, a pandemic is spreading around the world, schools are closing, businesses are moving to remote work if they can, and every company is scrambling to respond to quickly changing circumstances. Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this.

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Company e-support How To Chief Customer Officer 125

Education Services Group

APRIL 22, 2022

It was a Saturday, early in 2020, with whispers of an emerging and relentless virus in the air. The Customer Success organization is no stranger to complex business challenges; it’s what we address in our customers’ environments every day, and what we in CS Operations are tasked to navigate through for the Customer Success organization.

Data 98

Data Effort Score Customer Success Social Media 98

Gainsight

SEPTEMBER 8, 2020

In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. So, how did IntelliShift do it?

Knowledge Base 52

Knowledge Base Customer Success Customer Journeys Survey 52

Ecrion

MARCH 27, 2020

Before I go any further, let me state that I’m a practitioner and proponent of the Customer Success (CS) movement. Customer Success is about ensuring B2B customers achieve their desired outcomes from the relationship with their vendor. Defining a Successful Customer Experience Project.

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Customer Experience Customer Journeys How To B2C 74

Gainsight

JUNE 11, 2019

Customer Success Hit the Main Stage. Microsoft launched HoloLens, Windows 10, and Cortana in the same place where more than 5,500 Customer Success and Product pros came together for Pulse. We recently worked on a study alongside LinkedIn that showed customer success has grown 736% since 2015. We made it.

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Trends Customer Success Software Industry 58

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. Pulse 2020 – Back to Moscone (Or So We Thought).

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Social Media Conference NPS Customer Success 45

SmartKarrot

SEPTEMBER 24, 2020

Hence, SaaS customer success has evolved out of a need to handle this common problem. Hence, Customer success has emerged as a much needed solution to deal with this. There are many other benefits of SaaS customer success that we will look upon. This means more customers can subscribe.

Customer Success 10

Customer Success Company Net Promoter Score NPS 10

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. . Upgrade the NPS program. Relationship: NPS surveys in-app, from web, and via email. So… how do you find your Chosen One?

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. I can guarantee you my response would not have included customer success.

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Chief Customer Officer Self Service Customer Success Sales 52

Retently

JULY 25, 2018

This is actually one of those quotes on customer experience that kind of predicted the future in a way. What we mean by that is that, according to research , customer experience will end up overtaking price and product as the main brand differentiator by 2020. Customer Experience Must Be the Core of Your Strategy.

CEM 91

CEM Customer Experience Social Media NPS 91

SmartKarrot

JUNE 1, 2020

Customer Success is one of the biggest buzzwords in the modern SaaS industry. Subscription based economy has disrupted the ways companies used to measure their customer lifetime value (CLV). The pillars of customer success comprise a wide variety of functional aspects in a growing SaaS business.

Customer Success 11

Customer Success Net Promoter Score Metrics Effort Score 11

Education Services Group

NOVEMBER 7, 2019

The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. First, from a CS perspective, what are the most important metrics that organizations should look at as they work through their 2020 planning? Why does that matter?

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Customer Success Net Promoter Score NPS Metrics 45