Oracle

FEBRUARY 21, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Over 40 of these sessions will focus on the most relevant, cutting-edge customer service trends and technology. Ready to register for Oracle Modern CX 2020?

Customer Service 62

Customer Service Roadmap Hospitality Conference 62

CustomerSuccessBox

JANUARY 15, 2021

2020 was no normal year. Customer Success was holding the fort. This year also offered a unique opportunity to work with so many Customer Success leaders and learn from them as to what was working and what is not working for them. Customer success has proven that it makes an impact. Customer Success.

Customer Success 52

Customer Success Roadmap Leadership Customers 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

Gainsight

MARCH 19, 2020

When you look back at January 1, 2020—the hopes, the dreams, the resolutions—it all feels so long ago. And that’s driven thousands of customer success professionals who were used to seeing their clients and teams every day to learn the ins and outs of “virtual” CS. Use your product to be there all the time for the customer.

Customer Success 85

Customer Success Tips Video Roadmap 85

CSM Practice

MARCH 8, 2021

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? The Customer Success Executives Roundtable sessions are held second Tuesday of every month. . Despite the COVID-19 pandemic, Delphix performed well in 2020.

Customer Success 52

Customer Success Strategy Customer Journeys How To 52

ChurnZero

DECEMBER 9, 2022

In 2020, that figure dropped by half to 38%. However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Who made up the lost ground?

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. 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

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. Have a look below at what past attendees had to say about Pulse Everywhere 2020. .

B2C 52

B2C B2B Roadmap Conference 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

CSM Magazine

FEBRUARY 1, 2022

EvaluAgent CEO Jaime Scott said: “Since 2020 we’ve seen an evolution in how Contact Centres are managing QA and agent improvement in response to remote working and heightened customer expectations. The first of these new products is Conversational Analytics. said Jamie.

Roadmap 52

Roadmap Analytics Retail Financial 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

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

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

APRIL 12, 2022

Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and full of resistance. in 2021, despite the post-2020 economic recovery. . Remain Customer-Centric.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

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

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

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

Gainsight

MAY 13, 2020

Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

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

Confirmit

JUNE 7, 2020

Based on the findings from the customer journey mapping, we came up with a plan to set up a process on how to gather, structure and organize customer feedback in ways that provide insights to take actions on for the Customer Success Manager and Product & Development. Voice of the Customer Company Best Practices.

Groups 52

Groups Customer Journeys e-support NPS 52

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

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

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

ChurnZero

FEBRUARY 25, 2020

A good customer onboarding process should…. Provide a clear roadmap – From the onset of your customer relationship you should share a strategic plan that outlines where you are going, and the steps needed to get there. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT. dence to own their role in the customer relationship.

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

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.

Self Service 52

Self Service Roadmap Video Travel 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

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). Smart Help for International Business : Realize Your Global JDE Roadmap.

Innovation 40

Innovation Roadmap Case Study Conference 40

Circular Edge

APRIL 24, 2019

In part one of my recap , I shared several JDE customer success stories, journey maps and announcements from the JD Edwards keynote and roadmap sessions at Collaborate 19 (I also included links to the recordings and presentations). Smart Help for International Business : Realize Your Global JDE Roadmap.

Innovation 40

Innovation Roadmap Case Study Conference 40

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

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

Gainsight

APRIL 13, 2020

Gainsight PX Product Analytics Aggregated Stats Q1/2020. Enable customers to be self-sufficient with contextual in-app messaging and supporting content. Increase CLTV by prioritizing product roadmap for product adoption with a higher focus on accelerating time-to-value and usability which helps businesses achieve more with less.

B2B 52

B2B Roadmap Metrics Software 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

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