ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Steve McDougal, VP of Customer Success.

Software 40

Software Customer Success Culture Customers 40

Lumoa

APRIL 21, 2022

What will make Customer Success succeed?” Reduced churn New opportunities Satisfied customers Bigger communities Less complaints More references Understand other’s preferences “Response time” “First call resolution” Are these really insightful Or just noise pollution? Ask “What does Sales need?” “How How can I help Product?”

How To 208

How To Self Service Banking Customer Satisfaction 208

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

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. Lincoln Murphy.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

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

Customer Guru

AUGUST 21, 2018

Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. For useful insights on CX, read his blog, Experience Matters. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ChurnZero

MARCH 29, 2019

This is a guest blog post by Gaetano DiNardi from Nextiva. How Customer Success Can Catalyze Customer-Centric Change. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution?

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Wootric CX Blog

DECEMBER 8, 2019

It almost serves as an early warning system for our customer success team by flagging issues (local issues, training, things within our system, etc.) that could impact long-term success so that we can be more proactive.”. A successful Voice of Customer strategy asks customers the right question at the right time.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Chad Horenfeldt – Director of Customer Success at Kustomer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Natalie Petouhof

JANUARY 19, 2016

Customer Success Management: What some of the conversation today reminds me of customer success management. If you have the data, why not use it to know if your customer is happy? No customers, no business. It’s something I’ve been on a soapbox for years. It’s really that simple.

Trends 40

Trends Software B2B B2C 40

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. He has authored six books on customer experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SmartKarrot

APRIL 13, 2022

While customer experience is a huge differentiator for any business, user experience is a huge factor in knowing how customers like the look and feel of the brand. User experience forms a major part of the customer experience. Improving customer experience requires you to improve the user experience.

User Experience 10

User Experience Customer Experience Net Promoter Score Abandon Rate 10

SuiteCX

FEBRUARY 22, 2017

The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied. For customer-experience professionals, I realize this definition of the MOT may be difficult to swallow given how it’s been used in the past.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

Alida

SEPTEMBER 22, 2016

Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post].

Innovation 100

Innovation Marketing Social Media Healthcare 100

SuiteCX

FEBRUARY 22, 2017

The customer journey is part of the co-creation ecosystem and systems thinking needs to be applied. For customer-experience professionals, I realize this definition of the MOT may be difficult to swallow given how it’s been used in the past.

Effort Score 100

Effort Score Touchpoint Airlines Interaction 100

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40