Gainsight

SEPTEMBER 22, 2022

That is exactly what is happening with Gainsight’s Pulse 2022. Over the years, we’ve been inspired by the unique strategies customer success professionals have presented to Pulse attendees and the way they’ve expanded CS beyond SaaS and into other industries. . One of those industries is the healthcare industry.

Healthcare 52

Healthcare Customer Success Strategy Government 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Lincoln Murphy. Aaron Thompson. Alex Farmer.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. How do you stack up against your peers?

Metrics 98

Metrics Software B2B NPS 98

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. There’s no doubt that customer success (CS) has become existential to SaaS.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

ChurnZero

FEBRUARY 11, 2022

Love is in the air TrustRadius has recognized ChurnZero with a 2022 Most Loved Award , and we couldn’t have done it without the support of our amazing customers and just want to say thank you! ChurnZero is rated as one of the 101 “Most Loved” software platforms for 2022 – placing the company in the top.0004%. We love you too!

Software 52

Software Touchpoint B2B Customer Satisfaction 52

Gainsight

OCTOBER 19, 2023

We partnered with Benchmarkit, a B2B SaaS research firm, to find out. We surveyed nearly 400 companies throughout North America to create the Customer Success Index 2023 North America (or CS Index for short). Download the Customer Success Index 2023 North America. So what did we learn? To start, here’s the TL;DR.

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

Retently

APRIL 6, 2022

To have a better CSAT overview in terms of score, we’ve decided to turn to customer data for more insights. Retently 2022 CSAT Benchmarks. Such industries as Digital Marketing Agency and B2B Software & SaaS are confidently approaching their peers with a CSAT score in the high 60s.

Effort Score 156

Effort Score Customer Satisfaction Survey Ecommerce 156

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. What does this mean for B2B SaaS businesses? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. How do you stack up against your peers?

Metrics 52

Metrics Software B2B NPS 52

Gainsight

NOVEMBER 23, 2022

With Pulse Europe 2022 in the rearview mirror (we can’t believe it either!), Robin van Lieshout, founder of inSided, and I are already reminiscing about customer conversations and micro piglets, digital-led strategy and Dutch clogs. it’s time to reflect on our top moments from the conference. The Product anticipation is unstoppable.

Self Service 52

Self Service Conference Course B2C 52

CustomerSuccessBox

DECEMBER 30, 2021

2021 has come to a close and we have a bright 2022 ahead for us. B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. 1) Customer review.

Customer Success 52

Customer Success Net Promoter Score Customer Journeys Effort Score 52

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

West Monroe

JANUARY 24, 2022

Despite some headwinds—including rising inflation, ongoing supply chain constraints that are hitting hardware businesses especially hard, and talent shortages, 2022 is shaping up to be another growth year for HT&S companies. We’ll examine some of the overarching trends affecting the high-tech & software industry in 2022.

Software 40

Software Trends Self Service B2B 40

Gainsight

MAY 17, 2023

Pulse 2023 opened today, and with it, the community of thousands of Customer Success (CS), Product, and Community professionals set in motion the next era of our industry: Digital Customer Success (DCS). Customers are navigating a disjointed web of communications and digital experiences.

Customer Success 52

Customer Success Self Service Conference Resources 52

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about CS Operations.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

Gainsight

JULY 1, 2022

This model uses the product as the primary vehicle to drive end-to-end value realization, build consumption-based pricing, prioritize the product roadmap to optimize customer outcomes, and unlock organic expansion using self-serve provisioning. . 43% of companies use free trials to optimize their customer acquisition. Mickey Alon.

Roadmap 52

Roadmap Metrics Analytics Strategy 52

Education Services Group

DECEMBER 4, 2019

You also have to think long-term, ensuring the success of those customers so they’ll stick around for the next subscription cycle and the one after that. And the key to optimizing revenue is Customer Success. What’s Customer Revenue Optimization? Customer Revenue Optimization (CRO) is a new twist on B2B sales.

Customer Success 59

Customer Success Resources Customers Sales 59

ShepHyken

APRIL 25, 2022

So how is it that some brands manage to rise above the rest and maintain customer loyalty, time and time again? My Comment: Every customer wants these five “consumer need states,” which is just a fancy way of saying “desires.” B2B customers have the same needs/desires. And these are not limited to retail consumers.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ChurnZero

MAY 6, 2022

Category creators face more challenges in B2B. “I But in B2B, being first is terrible. B2B products must impact ROI. “If You have to get your customers now. But if you don’t focus on making customers happy with a good Customer Success team right away, that ‘later’ happens quickly.

ROI 98

ROI B2B B2C Metrics 98

Team Support

JANUARY 18, 2022

To be successful in 2022, it’s vital that you bring customers to the forefront of your B2B business. However, did you know your customer support software is likely holding you back, or outright preventing you from achieving this? In fact, 70% or more of annual revenue comes from current customers.

Software 52

Software B2B Customer Centricity Customer relationships 52

SmartKarrot

JANUARY 28, 2022

The future of the customer success field is extremely bright. And, I am not saying that just because I am writing a blog on the biggest customer success trends and predictions for 2022. There are quite a lot of fantastic things to expect in the customer success field in 2022. Keep reading….

Trends 10

Trends Customer Success B2B Metrics 10

SmartKarrot

FEBRUARY 2, 2022

“Customer success is about more than delivering service or support’.’ – Lincoln Murphy, Sixteen Ventures. Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength. The customer success function is relatively new in terms of its definition.

Customer Success 19

Customer Success Measurement Customers Sales 19

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? The stickier your B2B business is, the better.

B2B 105

B2B eBook Sales Analytics 105

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? The stickier your B2B business is, the better.

B2B 98

B2B eBook Sales Analytics 98

CX University

MARCH 18, 2024

Customer Retention. Companies that personalize B2B experiences report increased market share, with personalization playing a key role in customer retention. Hyper-personalization can lead to improved customer loyalty, repeat purchases, and longer customer lifetime value. Market Share and Customer Success.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

West Monroe

DECEMBER 4, 2022

Evolve expansion motion and compensation model to drive growth Customer Success is continuing to increase the involvement in driving commercial activities. According to a report published by TSIA, The State of Customer Success 2022 , ~62% of organizations are including expansion mandates as an objective within their teams.

Conference 52

Conference Interaction Self Service B2B 52

West Monroe

DECEMBER 4, 2022

Customer Success is continuing to increase the involvement in driving commercial activities. According to a report published by TSIA, The State of Customer Success 2022 , ~62% of organizations are including expansion mandates as an objective within their teams.

Conference 52

Conference Interaction Self Service B2B 52

ChurnZero

FEBRUARY 11, 2022

TrustRadius has recognized ChurnZero with a 2022 Most Loved Award , and we couldn’t have done it without the support of our amazing customers and just want to say thank you! ChurnZero is rated as one of the 101 “Most Loved” software platforms for 2022 – placing the company in the top.0004%. We love you too! Head over heels.

Software 19

Software Touchpoint B2B Customer Satisfaction 19

ChurnZero

JULY 8, 2022

“Oh, by the way, what’s your customer retention?” It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. NRR offers the most clear-cut valuation of your customers’ success.

Metrics 98

Metrics Customer Retention Course Customer Success 98

Gainsight

NOVEMBER 1, 2022

And while the economic and geopolitical uncertainty doesn’t look like it’s going away anytime soon, I’m making a bold prediction about the future of SaaS: 2022 will not be a repeat of 2008. In other words, with digital customer success, we can all easily do more with less. B2B communities. New growth avenues.

B2B 52

B2B B2C Software Customer Success 52

Education Services Group

OCTOBER 4, 2022

But I still see far too many Customer Success leaders (yes, even smart ones!) Be sure you’re making a real distinction between segmentation and tiering in your Customer Success strategy. Number one and number two in the Customer Success Maturity Model. Don’t be silly!” Then, I’m relieved.

Customer Success 52

Customer Success Financial Strategy Exercises 52

Seaton CX

DECEMBER 8, 2023

Gartner reported in 2019 that 82% of organizations have created customer journey maps, but only 47% of those are using them effectively. In 2022, the Technology Services Industry Association revealed that only 29% of customer success teams who created a customer journey map actually used it.

Customer Journeys 59

Customer Journeys Return on Investment Customers Contact Center 59

West Monroe

DECEMBER 4, 2022

Evolve expansion motion and compensation model to drive growth Customer Success is continuing to increase the involvement in driving commercial activities. According to a report published by TSIA, The State of Customer Success 2022 , ~62% of organizations are including expansion mandates as an objective within their teams.

Conference 40

Conference Interaction Self Service B2B 40

SmartKarrot

JANUARY 28, 2022

Applying this concept to the customer success field provides a fresh perspective to the CSMs. With the help of this novel concept, organizations can reap benefits across divergent functions of their SaaS setup, including sales, marketing, engineering, and customer success. GiveFirst and Customer Success.

Customer Success 10

Customer Success Management Social Media Loyalty 10