BirdEye

AUGUST 3, 2023

Improve customer loyalty Asking for feedback makes your customers feel valued. And if you take steps to improve customer success, your customers will feel like you care. This fosters more customer loyalty. Put the customer first, and everything else will fall into place. What is a good CSAT score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Gainsight

AUGUST 19, 2022

Whatever it is, we’re pretty sure we beat it at Pulse 2022. . If you ask us, and the thousands of Pulse 2022 attendees, the experiment is working. . Customer-centric companies are durable companies. And it all started with a customer-centric approach to business.

Self Service 52

Self Service Conference Customer Success Customer Centricity 52

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . You can do that with an investment in Customer Success and customer education. .

Customer Success 98

Customer Success Customers Resources Customer Centricity 98

ShepHyken

JANUARY 24, 2022

How Can We Make Our Organizations Truly Customer-centric? diginomica) Customer Success isn’t just the name of a department – it’s a top-down, company-wide philosophy and responsibility to deliver an exceptional customer experience. 3 Trends Driving Brand-Defining Customer Service in 2022 by Sarika Khanna.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

Gainsight

APRIL 24, 2022

It’s a well-established fact that customer-centric businesses are built to weather the storm. But with every change in the economic cycle—from boom to bust to stagflation—customer-centricity takes on a new meaning. Here’s why customer-centricity matters even more during times of high inflation.

Customer Centricity 59

Customer Centricity Financial Customers Customer Success 59

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. Customer Success leaders are pulled in so many directions that prioritizing our aspirations can feel impossible. Everybody’s heard of Customer Success, and the industry is growing.

Customer Success 52

Customer Success Leadership Metrics Customers 52

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Gainsight

FEBRUARY 18, 2022

With so much emphasis on employee change, organizations and businesses, especially tech and customer success, are scrambling to find CSMs, grow them, and keep them on their teams. Thomas explained that none of their work would be possible without a centralized approach to customers. A CS Charter that Addresses Success and Value.

Customer Success 97

Customer Success Chief Customer Officer Customer Centricity Healthcare 97

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Success 98

Customer Success Customers Customer Centricity CRM 98

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

Gainsight

AUGUST 26, 2022

Pulse 2022 may be over, but the impact is just beginning. This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. Here are five important learnings from Product professionals during Pulse 2022. .

Self Service 52

Self Service Customer Journeys Roadmap Customer Success 52

Gainsight

JANUARY 20, 2023

Sabina Pons is Operating Partner at Growth Molecules and a 2022 Top 100 CS Strategist. We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. Looking for more insight on digital-led strategies?

Customer Success 52

Customer Success Strategy Touchpoint Tips 52

InMoment XI

APRIL 18, 2023

InMoment’s Simon Benns sat down with her on the recent XI Cafe Podcast to chat with Mary Anne about what you can expect to see at The Customer Show this year, as well as getting Mary Anne’s insider knowledge as to what are the key trends and concerns for CX professionals in APAC. Here’s an overview of their Q&A: What Is the Customer Show?

ROI 260

ROI Tips Healthcare Insurance 260

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

CSM Magazine

OCTOBER 18, 2022

Orstad joins the Calabrio leadership team with more than 25 years of experience building and supporting organisations with cultures focused on balancing customer success with profitable growth. I am beyond excited to be joining a company with such a passion for customer success. About Calabrio.

Customer Success 52

Customer Success e-support Contact Center Customer Service 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

OCTOBER 17, 2022

For those of us in the SaaS space, 2022 has certainly been one of those tough times. Now that the era of easy money and growth-at-any-cost is over, they are looking to reconnect with the fundamentals of their business models, which in the case of SaaS means ongoing relationships with customers. . But you know what?

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

SurveySensum

DECEMBER 22, 2022

Voice of Customer (VOC) – Brief. Customer feedback is crucial for any business’ growth. And a VOC program helps businesses gather customer feedback through multiple channels and enable customer-centricity across the organization. . Formula to calculate the Customer Retention Rate.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Gainsight

AUGUST 18, 2022

After a whirlwind two days, Pulse 2022 has come to a close. But we couldn’t officially say goodbye without a reminder of why we strive to make Pulse the biggest event for Customer, Product, and Community: . As Mehta said, “This is the story of you, the customer success community.” . Gong organizes around community.

Customer Centricity 19

Customer Centricity Video Customer Success Software 19

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

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

Education Services Group

FEBRUARY 16, 2022

The opportunities and challenges are immense and are driving the tremendous pressure executives face as they work to accelerate the way their organizations operate and deliver value to customers and to the business. The answer to this (customer-centricity), and the consensus opinion, sounds so simple and it belies a hard truth.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

ClearAction

DECEMBER 26, 2022

For greater success in the CX Index and in your growth, here’s my advice: The first step to shifting gears for CX Index success is to broaden your customer experience strategy beyond touchpoints. Customer Service is an important, yet reactive and remedial component of your customers’ experience.

Strategy 71

Strategy Customer Experience Policies Loyalty 71

Seaton CX

DECEMBER 8, 2023

Customer Journey Mapping is a critical tool for managing, measuring, and improving customer experiences. A successful customer journey map creates empathy for customers and sparks customer-centric change. When those changes also improve business outcomes, your journey mapping initiative is a success.

Customer Journeys 59

Customer Journeys Return on Investment Customers Contact Center 59

Lumoa

APRIL 7, 2022

This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. An NPS score is a valuable metric to track customer sentiment, and it can help businesses improve customer loyalty, boost sales, and improve customer satisfaction.

NPS 208

NPS Net Promoter Score Industry How To 208

CSM Magazine

OCTOBER 18, 2022

Orstad joins the Calabrio leadership team with more than 25 years of experience building and supporting organisations with cultures focused on balancing customer success with profitable growth. I am beyond excited to be joining a company with such a passion for customer success. About Calabrio.

Customer Service 52

Customer Service e-support Contact Center Conference 52

Team Support

OCTOBER 27, 2022

Good customer service increases retention. Like the Fosbury, good customer support can get complicated fast despite stemming from a simple core tenet of customer-centricity. Customer retention and loyalty is the essential focus of good customer service – much like how the point of the high jump is to, you know, jump high.

Customer Service 98

Customer Service Customer Retention Customer Centricity Customers 98

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

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

Gainsight

AUGUST 18, 2022

New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation. . Pulse , Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product, and Community professionals. A focus on collaborative design.

Effort Score 52

Effort Score e-support Leadership Customer Journeys 52

Education Services Group

OCTOBER 20, 2022

BIG RYG 2022 was a jam-packed two days of engaging sessions, new connections, and “aha” moments. The customer-centric CEO. If you think only Sales and Customer Success can impact Net Dollar Retention (NDR), Joel Passen , Co-Founder of Sturdy would tell you that you’re dead wrong.

Financial 10

Financial Exercises Customer Success Communication 10

SmartKarrot

MAY 4, 2022

It is 2022, and we would be surprised if teams are not inter-connected and empowering each other. There is a lot common between the product team and the customer success team. Well, products are made for customers. And customers use products. Who is a Customer Success Manager? contact-form-7].

Customer Success 19

Customer Success Management Customer Retention Customer Journeys 19

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov.

Customer Success 98

Customer Success Meeting NPS Customer Satisfaction 98

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? So what exactly prevents or hinders these companies ?

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? So what exactly prevents or hinders these companies ?

B2B 98

B2B eBook Sales Analytics 98

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SmartKarrot

FEBRUARY 15, 2022

The credit for these changes goes to the customer service experts who helped redefine the industry. Today, almost all companies, irrespective of the industry they operate in, give special attention to customer service and make rigorous efforts to ensure customer success. Annette Franz. Bruce Temkin. Marsha Collier.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10