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. Product-led strategies + distributed teams + retention-vs-newbiz = throw away old sales playbook. Focus on Retention . Totally agree.

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

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

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

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

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). Back in 2000, the strategy for Product Management was: Do what Sales wants.

Strategy 59

Strategy Video Software Leadership 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

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

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? Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping. Community as an advocacy strategy.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

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

Gainsight

APRIL 8, 2020

In those days, traveling was a major part of the job—traveling to California for monthly meetings with my product team; traveling to clients for sales calls or customer discovery; traveling to our corporate offices for sit-downs with other teams such as marketing, support, and finance. Your customers are glad to engage online.

Tools 52

Tools Travel Roadmap Course 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

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

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

Confirmit

JUNE 7, 2020

It all started two years ago when we encountered a higher amount of churning and unsatisfied customers. New sales were lagging and customers were switching to competitors’ products. Through this feedback channel, we receive insight to structure the roadmap by realizing what needs to be prioritized based on the feedback.

Groups 52

Groups Customer Journeys e-support NPS 52

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

Gainsight

APRIL 13, 2020

Gainsight PX Product Analytics Aggregated Stats Q1/2020. Here are some interesting stats comparing the past 30 days vs the preceding period: 50% of the customers experienced an increase in their DAU(daily active users). A new era for customer experience. CLTV = Customer value X Average customer lifespan.

B2B 52

B2B Roadmap Metrics Software 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 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

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

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

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. SaaS sales are different from traditional sales.

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

SmartKarrot

MAY 27, 2020

Analyze the account information and develop plans that improve profitability and align with customer’s goals. Knowledge of supporting tools for grabbing better insights into the hidden details of the data obtained that is critical for sale. Account managers often need to develop long-term roadmaps for their most important clients.

Training 10

Training Resources Management Groups 10

delighted

JANUARY 14, 2020

In a recent blog , we cited the importance of measuring the experience provided by employees when a customer visits a store or interacts with a sales/support rep. Collecting this feedback reveals gaps between what customers expect versus what your business provides.

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

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. That includes a roadmap for collaboration with these key features.

Leadership 52

Leadership Roadmap Culture Gamification 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 Table of Contents. Transparent Self-Mention: Grade.us. Website Grade.us

Software 47

Software Management Net Promoter Score Multi-Channel 47

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

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. Account Management?

Leadership 59

Leadership Groups Customer Success Hotels 59

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

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