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

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. How to Build Effective Customer Success Plans Wednesday, September 11, 2019 2:00 – 3:00 PM EDT. Upcoming Webinar.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Gainsight

MARCH 25, 2021

Peacock, HBO Max, Quibi (RIP) all launched in 2020 to an already crowded marketplace of over 15 unique television streaming services. SaaS businesses have also seen a rise in 2020 as a result of everyone staying at home to live, work and play online. In hot growth markets, that consumer attention is pricey.

B2C 52

B2C B2B Roadmap Conference 52

ChurnZero

APRIL 8, 2020

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? So how best do you go about developing customer advocacy in your organization? Community as an advocacy strategy.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

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

Circular Edge

APRIL 22, 2020

Source: JDE Keynote April 20 2020. Through the theme of “ Re-Imagining JDE ,” Lyle Ekdahl illustrated how customers are leveraging EnterpriseOne 9.2 This is great news for JDE customers, especially for the 70% of those polled who are already running 9.2 ( source: live poll during the JDE keynote, April 21 2020 ).

Resources 52

Resources Innovation Roadmap Self Service 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. User Sentiment and Feedback.

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.” Have clarity and reasoning behind your roadmap. Growth is hard.

How To 52

How To Roadmap NPS Fashion 52

Gainsight

APRIL 8, 2020

Steve is an author, speaker, and product coach, as well as co-creator of the popular product management and marketing frameworks from Pragmatic Institute and QuartzOpen. As my personal story shows, product managers and marketers have been working with remote teams for years. Although it was a long flight—I could leave D.C.

Tools 52

Tools Travel Roadmap Course 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

Circular Edge

OCTOBER 30, 2020

Then a few examples of how customers are innovating with available 9.2 tools including Orchestrator, Mobile, IoT, Chatbots, CPQ Integration, Automation & UX One – Which was a perfect setup for CE Customer Success Stories & Educational Highlights. CE Customer Success Stories & Educational Highlights.

Resources 52

Resources Self Service Case Study Innovation 52

Education Services Group

AUGUST 10, 2020

Partner Success programs are relatively new to the Customer Success world. Customer Success evolved out of the need for more dynamic, forward-thinking relationships with customers who purchase these subscriptions. Partner Success is all about teamwork. What’s in it for them?

Tips 52

Tips Customer Success Roadmap Communication 52

Gainsight

FEBRUARY 4, 2021

As a reminder, NDR looks at your existing customers at the beginning of a period (e.g., beginning of the year) and calculates a ratio of the dollars that pool of customers (with no new ones) is spending at the end of the period divided by the dollars from that pool at the beginning of the period. calling it “the new growth engine.”.

Tips 72

Tips Metrics Software B2C 72

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.

Company 125

Company e-support How To Chief Customer Officer 125

Gainsight

OCTOBER 14, 2020

With the year 2020 delivering what it has, we can all feel nostalgic about turning back the hands of time to a simpler life of socializing, hugging, and unrestricted travel. . Everyone wants something from PMs, and they are constantly juggling the roadmap for success. Yes, you read that right. Breakout Sessions.

Self Service 52

Self Service Roadmap Video Travel 52

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

Gainsight

APRIL 13, 2020

The market instantly becomes volatile and companies are focusing on the fundamental business metrics. Gainsight PX Product Analytics Aggregated Stats Q1/2020. Customer Acquisition Cost = Sales + Marketing + Onboarding / # of New Customers. CLTV = Customer value X Average customer lifespan.

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. 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

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

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

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

SurveySparrow

SEPTEMBER 6, 2019

Methods to calculate the company’s Customer Lifetime Value. Cohort Analysis: A cohort is a group of customers who share specific characteristics with each other making it easy for a business to segment them for targeted marketing. The way you calculate your Customer Lifetime Value depends on your business model.

Social Media 51

Social Media Effort Score Metrics Customers 51

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Let’s take a look at the top 10 best reputation management solutions in 2020.

Software 47

Software Management Net Promoter Score Multi-Channel 47

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. Can’t wait to start using it.

Roadmap 72

Roadmap Conference Engagement Feedback 72

West Monroe

FEBRUARY 23, 2023

They ensure focus and expertise in key functions needed for success – from sales and marketing to product development to HR – and maintain accountability for progress against their specific mandate. But in today’s market, the traditional department mandate is quickly evolving.

Leadership 52

Leadership Roadmap Culture Gamification 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. We all know the holiday season is overwhelming in a typical year–even more so in 2020.

Roadmap 52

Roadmap Feedback Touchpoint Customer Success 52

GlowTouch

SEPTEMBER 18, 2020

New personnel need a roadmap of expectations: do people work collaboratively or independently, is management top-down or is associate feedback encouraged? We help clients effectively scale their operations and seamlessly integrate customer success across their channels, platforms, and devices. Tonya Morgan. Tonya Morgan.

Culture 52

Culture Company Government Leadership 52

ClientSuccess

SEPTEMBER 8, 2020

This last factor – resource allocation – can make or break a customer success team’s large account management process. Understanding what your enterprise customers want to achieve with your product can help influence every decision made throughout the customer journey. Check out these additional resources: .

Customer Journeys 52

Customer Journeys Management eBook Case Study 52

ChurnZero

JUNE 5, 2020

Like when they ask how many of your customers are behind schedule in onboarding, and you’re all… ¯_(?)_/¯. To be a competent and confident Customer Success Manager, you should know where your customers are in their journey at any given time. If you don’t, and the customer is struggling, then you cannot help them.

Feedback 64

Feedback Leadership Customers Analysis 64

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

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