Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Gainsight

AUGUST 6, 2020

And the customer migrations to the cloud are planned without their involvement. We all know that the chaotic year of 2020 has only accelerated the move to SaaS and the cloud. As such, many of these businesses will make a significant investment in Customer Success. 2020 is a big year for everyone.

Technology 52

Technology Software Culture Customer Centricity 52

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

Net Promoter Score 98

Net Promoter Score Chief Customer Officer Leadership Software 98

inSided

JANUARY 21, 2021

Customer Success, traditionally, has been perhaps one of the most under-appreciated functions in a company. As a result, they’ve also been painfully underserved when it comes to technology. Because 2020, while a terrible year in many ways, highlighted the importance of Customer Success more than ever.

Customer Success 52

Customer Success Technology Survey Customers 52

ChurnZero

JANUARY 3, 2020

Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

Report 69

Report Customer Success Net Promoter Score Chief Customer Officer 69

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist.

Report 59

Report Customer Success eBook Communication 59

ChurnZero

SEPTEMBER 1, 2020

For many of us, 2020 will be known as the year business conferences moved from convention halls to online. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behind a webcam. 2) The Customer Conference.

Conference 98

Conference Customer Success Customer Journeys Industry 98

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist.

Report 52

Report Customer Success eBook Technology 52

ClientSuccess

JANUARY 23, 2020

This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist.

Report 52

Report Customer Success eBook Technology 52

TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Here are some sample use cases: Predictive analytics and maintenance.

Technology 176

Technology Self Service Innovation Trends 176

ChurnZero

SEPTEMBER 23, 2020

ChurnZero is being recognized for giving back to their community with a 2020 Tech Cares Award from TrustRadius. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized the company with a 2020 Tech Cares Award. This pandemic isn’t just a test of fortitude.

B2B 98

B2B Healthcare Touchpoint Customer Voice 98

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Centercode

DECEMBER 22, 2020

You can say what you like about 2020, but you can’t say we didn’t learn a lot. Our team was right there, too, and we’re proud to say that we continued not only to support our customers with our platform and services, but we supported testing professionals with in-depth content to help them adapt and improve.

eBook 75

eBook Case Study ROI Roadmap 75

ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. CallTrackingMetrics.

Net Promoter Score 96

Net Promoter Score NPS Software Touchpoint 96

Education Services Group

FEBRUARY 5, 2021

Customer Success becomes a “must-have” in a tumultuous economy, increasing the need for Customer Success as a Service ®. ESG, the market leader in Customer Success as a Service ® is proud to announce record-breaking 2020 year-end results. Human Resources technology company.

Customer Success 52

Customer Success Consulting Software Customer Centricity 52

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

BlueOcean

MARCH 7, 2024

The relationship between our organization and Blue Ocean is so special and unique,” said the Senior Director of Customer Success & Product Delivery at the client. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. We saw there was a true cultural fit.

Sales 177

Sales Customer Service Sports Contact Center 177

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen.

Training 94

Training Customer Success Customers Culture 94

CustomerSuccessBox

JUNE 28, 2021

But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The companies have realized the importance of customer success in an overall increase in revenue and profitability. Customer Retention.

Customer Success 52

Customer Success Trends B2C Customer Retention 52

ChurnZero

MAY 11, 2021

Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. . Customer Success Around the Web.

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Gainsight

MARCH 4, 2022

In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcasts. They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. I think that’s the biggest skill that makes a really great customer success manager.”

Culture 97

Culture Customer Success Healthcare Study 97

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Technology – key to successful customer retention strategies.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey.

Customer Journeys 81

Customer Journeys Customer Success Guidelines Customers 81

Totango

MARCH 25, 2021

As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. No one knew what the “new normal” meant for the market, industry, businesses, or customers.

Customer Success 62

Customer Success Hospitality Hotels B2B 62

Education Services Group

JULY 15, 2020

We all know that 2020 has been quite the year. I wanted to take some time to look ahead at what the future of Customer Success could have in store. , I wanted to take some time to look ahead at what the future of Customer Success could have in store. MH : “I think we’re in phase one of this.

Customer Success 52

Customer Success Sales Automotive Return on Investment 52

ChurnZero

APRIL 22, 2020

ChurnZero has been recognized as a leader among Customer Success software providers. We are proud to announce that TrustRadius has recognized ChurnZero with a 2020 Top Rated Award. Buyers have a wide range of Customer Success Software options from which to choose,” said Megan Headley, VP of Research at TrustRadius.

B2B 75

B2B Touchpoint Software Feedback 75

ClientSuccess

MAY 19, 2020

SILICON SLOPES, UT (May 18, 2020) – ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards. They represent the best of high-impact, outcome-focused innovation.” .

Customer Success 69

Customer Success Management Innovation Analytics 69

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. via GIPHY. #1 5 Flexibility. 5 Flexibility.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. If you’ve already devoured that and are ready for more, read on!

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

Education Services Group

JANUARY 31, 2022

ESG, the leader in Customer Success as a Service ® , is adding to its leadership team with the appointment of industry veteran Peter Armaly as Vice President of Customer Success. Peter joins ESG from Oracle, where he held strategic leadership roles in both Marketing and Customer Success for over five years.

Customer Success 52

Customer Success Leadership Consulting Industry 52

Education Services Group

JANUARY 8, 2021

In the spirit of resolutions and leaving 2020 behind (we all know how we feel about that, right?), I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021. I will…love my customers. I will…have realistic expectation for my Customer Success tools.

Customer Success 52

Customer Success Exercises Strategy Customers 52

Education Services Group

MAY 26, 2021

2020 proved that virtual learning can be a great alternative to being somewhere in person, and there’s no shortage of excellent virtual conferences, discussions, and gatherings to spark anyone’s interest. Customer Success webinars are no exception. ClientSuccess.

Customer Success 52

Customer Success Conference B2B Customers 52

Team Support

JANUARY 10, 2020

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). 2) Customer service will be more than just reactive conversations.

Trends 80

Trends Customer Service Self Service B2B 80

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

Customer Experience 109

Customer Experience Customers Innovation Customer relationships 109

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Education Services Group

JANUARY 19, 2021

At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on.

Study 52

Study Leadership Customer Success Industry 52