Gainsight

MARCH 19, 2020

When you look back at January 1, 2020—the hopes, the dreams, the resolutions—it all feels so long ago. The current situation has foisted millions of people into their first experience working from home. Several commenters in the LinkedIn thread noted studies of increased Sales and CS performance with video on versus not.

Customer Success 85

Customer Success Tips Video Roadmap 85

ChurnZero

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results?

Return on Investment 60

Return on Investment Customer Success eBook Customers 60

CustomerSuccessBox

MAY 23, 2022

This is why it’s quite surprising to know that the profession of customer success specialist has been marked universally as a high-demand job profile. Read further to know how can you progress through the customer success career path. Additional Read: The key responsibilities of the Customer Success Manager.

Customer Success 52

Customer Success How To Leadership Trends 52

Gainsight

JUNE 11, 2019

If you missed it, I wanted to give you the top 10 highlights in this blog. Customer Success Hit the Main Stage. Microsoft launched HoloLens, Windows 10, and Cortana in the same place where more than 5,500 Customer Success and Product pros came together for Pulse. 20/20 Vision for the Next Decade of Customer Success.

Trends 58

Trends Customer Success Software Industry 58

Gainsight

APRIL 15, 2019

Click here to read last year’s Pulse recap blog and scroll down to the bottom. So we’re weeks away from Pulse 2019, and guess where I’m drafting this blog post? Speaking of 2020, that’s the theme of Pulse 2019: 20/20. What’s your job going to look like in 2020 and beyond? So this is crazy.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

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. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CustomerSuccessBox

FEBRUARY 15, 2021

It is strange how something written specifically for aspiring writers, ends up being applicable to all of us in the Customer Success world. Having worked in both environments; with and without CustomerSuccessBox (CSB), I have gained quite a bit of personal experience and perspective.

Software 52

Software Customer Success Customers Training 52

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. PUT THE “PRO” IN PROACTIVE.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

Gainsight

JUNE 23, 2020

Fast forward 12 years, I landed my dream job as the Director of Corporate Events at Gainsight, giving me the experience of working on both the client and agency side of event production and the opportunity to oversee the corporate events team here at Gainsight. Time was of the essence, and our message to the CS community would be key.

Hotels 88

Hotels Connections Travel Engagement 88

ChurnZero

JUNE 28, 2019

4 Customer Success Lessons That You Can Learn From Playing Tetris. But what could it possibly have to do with Customer Success? Continue reading to discover the four lessons that Customer Success practitioners can learn from this well-aged classic game. A similar lesson can be applied to Customer Success. Think Ahead.

Customer Success 49

Customer Success B2B Customer Retention Entertainment 49

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Interview Date: July 18, 2020. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 18:32 – Nick Mehta’s New Book: The Customer Success Economy.

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85

2020 Research

AUGUST 29, 2022

A quantitative insight community (IC) enables customer-centric brands to create a continuous flow of deep customer insights. Customer Engagemen t – It’s also possible to use an IC to consult with consumers, improve satisfaction, and adapt to changing consumer needs. Continue reading for a full overview of this webinar.

Brands 52

Brands Self Service Banking Groups 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? If you are committed to truly helping your customers grow, you need to make them the best at what they do.

Strategy 64

Strategy Marketing Case Study Effort Score 64

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. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

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

SmartKarrot

JUNE 8, 2021

Interestingly, the year 2020 has been officially tagged as the ‘work from home’ year. These difficult times have foisted millions of people into their firsts of working from home experience. Set your Settings 3. A lot of customers might be having a hard time, keeping up with the virus and adjusting to remote systems too.

Video 10

Video Conference Meeting Customer Success 10

ChurnZero

JANUARY 3, 2020

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. Today, I lead a team of 7 people, split across 3 sub-teams.

Customer Success 64

Customer Success Self Service Metrics Customer Retention 64

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Blog Author: Alexander Weihmann. Now more than ever Customer Success is essential to the long-term success of your entire organization. Now more than ever Customer Success is essential to the long-term success of your entire organization. Your CRM is Not Enough!

CRM 63

CRM Customer Success e-support Chief Customer Officer 63

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. With so many tools at your disposal, it can be challenging to determine how to best leverage a Customer Success platform and hit the ground running.

Tips 72

Tips Metrics Customer Success Effort Score 72

ProProfs Chat

DECEMBER 11, 2020

Therefore, you need to offer your services in such a manner that you deliver high value to customers continuously while controlling costs. This blog lists 6 impressive strategies that will help you measure your service quality and take your services from ‘mediocre’ to ‘exceptional’. Identifying the areas that need quality improvement.

Metrics 52

Metrics Measurement Customer Service Social Media 52

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. Later the conversation shifted much deeper into Customer Success and how can someone become one!

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

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

CSM Practice

FEBRUARY 15, 2021

Takeaways from CSM Practice Customer Success Health Score Survey Results. In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. The purpose of the survey was to assess the validity of common industry assumptions on customer health scores. Who Is Using a Customer Health Score?

Trends 64

Trends Industry ROI Customer Success 64

ProProfs Chat

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Helps operators to learn at their own pace. Learn anytime, anywhere.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Gainsight

DECEMBER 12, 2019

I had a few sections to talk about the Customer Success team, and Gainsight put all the information at my fingertips and saved me from crunching spreadsheets for hours. Call me biased, but if you’re a CS leader, you need to use it. User Adoption: Are CSMs at each customer using Gainsight in a healthy way (based on logins)?

Net Promoter Score 11

Net Promoter Score Effort Score Metrics ROI 11

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. Make sure your walkthroughs integrate with systems that contain customer data (including applications, CRMs, support ticketing systems, finance systems, email, and more), so it has a very deep and broad understanding of customers’ behavioral data.

Tips 52

Tips Self Service Effort Score Customer Success 52

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 101

Customer Success Technology Effort Score Customer Centricity 101

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 86

Customer Success Technology Effort Score Customer Centricity 86

Ecrion

SEPTEMBER 23, 2020

The Big Picture in CS | 2. Expectations Are High | 3. The term customer service is a catch-all phrase that roughly equates to a customer’s experience with and perception of your brand. Experts agree that customer service expectations are on the rise. How important is creating a positive customer experience?

Infographics 105

Infographics Self Service Customer Service Social Media 105