Customer Experience Best Books of 2019 – 2020 Readings
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.
Books Customer relationships Customer Success 
Maximizing Outcomes with Integrated Customer Success and Experience Metrics
eglobalis
SEPTEMBER 5, 2024
It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.
Metrics 
347
347 Join 97,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Webinars
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Campaigns that Click: Practical Personalization Strategies to Boost ROI
Trending Sources
Customer Service + AI = Customer Success 3.0
ECXO
OCTOBER 23, 2024
Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.
Customer Success 207
207 
SaaS Customer Experience Starts in the C-Suite
Experience Investigators by 360Connext
NOVEMBER 20, 2014
This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Without an executive taking charge of the customer experience, the risk of high churn-rates grows exponentially.
[Experience Action Podcast] CX Pulse Check – July 2024
Experience Investigators by 360Connext
JULY 9, 2024
We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships.
Fashion 284
284 
Inside Customer Success: Typeform
Amity
OCTOBER 5, 2016
Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?
Customer Success 129
129 
Customer Churn Software: Can You Improve Customer Relationships During a Crisis?
ClientSuccess
AUGUST 28, 2020
If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.
Ask NPS Questions Using a Storytelling Approach
GetFeedback
JUNE 22, 2019
They are good for gathering real-time customer feedback and building customer relationships. Remember that your NPS survey represents a valuable customer loyalty metric. Viewing customers through this lens gives customer success teams a better way to build healthy, long-lasting customer relationships.
NPS 304
304 
The Ultimate List of Customer Success Resources For 2021
Gainsight
JANUARY 4, 2021
As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.
Resources 111
111 
How Better Customer Relationship Management Can Increase ROI
ClientSuccess
OCTOBER 5, 2020
If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI? Increasing ROI with better customer relationship management.
Inside Customer Success: Loopio
Amity
APRIL 24, 2017
From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.
Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience
ECXO
JULY 22, 2024
Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.
B2B 207
207 
40 Best Customer Service Books We’d Recommend to Support Operators
ProProfs Chat
JUNE 30, 2020
To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. So, let’s get started!
Top 10 Must-read Customer Success Books for CSMs
CSM Practice
JULY 15, 2020
The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.
Top 10 Must-read Customer Success Books for CSMs
CSM Practice
JULY 15, 2020
The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.
CX Education for Employees: Why it Matters & How to Develop Your Program
Experience Investigators by 360Connext
JANUARY 18, 2022
Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.
How To 378
378 
Top 10 books for Customer Success Managers in 2022
CustomerSuccessBox
MARCH 3, 2022
When for the firms, Customer Success came into sight helping out customers before a situation knocked up mattered a lot. Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”?
Customer Success Leading Indicators
ClientSuccess
OCTOBER 5, 2021
For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. Five customer success leading indicators.
Understanding the Customer Success Team Structure
Totango
JANUARY 21, 2020
The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.
High-Touch Customer Success and Automation: The Perfect Match
ChurnZero
APRIL 23, 2021
If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven. Let’s roll with that.
The top five Customer Success webinars of 2022 from ChurnZero
ChurnZero
DECEMBER 21, 2022
1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.
12 Quick and Easy Engagement Automations for Customer Success
ChurnZero
SEPTEMBER 4, 2020
You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Don’t lose the customer’s momentum and excitement with a delayed transition from Sales to Customer Success.
Got self-doubt? How to silence imposter syndrome in Customer Success
ChurnZero
APRIL 1, 2022
You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.
5 Sales to Customer Success Handoff Tips
Amity
NOVEMBER 14, 2018
The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. This article was originally published on WnTD's blog. Create a consistent internal communication process.
Sales 87
87 
CX Education for Employees: Why it Matters & How to Develop Your Program
Experience Investigators by 360Connext
AUGUST 20, 2024
Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.
How To 282
282 
Customer Experience vs Customer Success: What’s the Difference?
Totango
JULY 30, 2019
What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane? Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.
The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales
ChurnZero
OCTOBER 16, 2020
Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.
Sales 98
98 Make Customer Delight About Delivering Value with Jon Herstein of Box
Customer Bliss
APRIL 25, 2019
Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success. Jon says, “in pre-sales, your sales team knows why the customer is buying the product because they’re the ones who convinced the customer to do so.”
How Productive Customer Success Managers Organize Their Time
Amity
OCTOBER 23, 2017
Customer Success Manager is an overwhelming job, but a lot of that stress comes directly from the fact that your days are subject to change and priorities evolve from one hour to the next. One small change you can make right away is to book time slots for activities based on what you know works best for you. Own Your Schedule.
Amazing Business Radio: Robbie Kellman Baxter
ShepHyken
AUGUST 11, 2020
Subscribe to an Amazing Customer Experience. How to Deepen Customer Relationships Through Subscription and Membership. They discuss how any company in any industry can utilize a subscription model to the benefit of their customers. If the customer is not engaged or getting value, they will not renew.
Consulting 26
26 
Renew Your Reseller Strategy With Customer Success
Gainsight
JULY 21, 2020
At Gainsight and other SaaS companies, with the challenge of new sales, the emphasis has been on showing value and growing with your existing book of business. We all know that customer success is imperative in that regard, but this becomes even more important when looking at the reseller market. The entire vendor ?
What really makes customers happy?
ijgolding
AUGUST 12, 2018
Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.
10 Best Customer Success Software to check out in 2020
SurveySparrow
JANUARY 22, 2020
You can completely erase such a possibility by resorting to a good customer success platform. What is a Customer Success Software? What are the benefits of a good customer success software? What are the benefits of a good customer success software? Hyper-target customers.
Software 72
72 
Customer Experience Influencers You Must Follow – Part 1
Customer Guru
AUGUST 8, 2018
Blake Morgan is a keynote speaker, best-selling author, and futurist in the field of customer experience. She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake Morgan Follow @BlakeMichelleM.
Four digital customer success trends to watch in 2025
ChurnZero
JANUARY 10, 2025
While those consumer innovations may still be a few years away, 2025 is sure to be a year of creativity and change in the B2B technology space, particularly in customer success (CS). And even more specifically, in the sphere of digital customer success.
Trends 52
52 
Serious About Customer Success? Your CRM is Not Enough!
ChurnZero
NOVEMBER 8, 2019
Serious About Customer Success? 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
63 
Putting customers at the heart of strategy: Q&A with Vision Critical Chief Customer Officer Kelly Hall
Alida
NOVEMBER 8, 2017
But putting customers at the forefront of strategic decision-making isn’t always easy. Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. We are truly nothing without our customers.
Top 20 Books Every Customer Experience Professional Needs to Read Now
Chattermill
MAY 12, 2019
Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.
The journey to becoming a Customer Success Professional – By Irit Eizips
SurveySensum
OCTOBER 27, 2020
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. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.
How Customer Retention Strategies Can Facilitate Business Growth
InMoment XI
OCTOBER 3, 2024
Customer retention is your organization’s ability to keep your existing customers coming back to you over a set period. This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Why is Customer Retention Important? Accessed 9/19/2024.
Customer Experience Influencers You Must Follow – Part 2
Customer Guru
AUGUST 21, 2018
Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.
Customer Success & Teammate Success
Gainsight
AUGUST 26, 2021
This is where elements and best practices refined for customer success can be focused inward for employee success too, helping your organization evaluate how your staff is performing across all dimensions and how your organization is doing with supporting them. So what does that mean in practice?
The Evolution Of Customer Success In The Digital Age
Gainsight
APRIL 8, 2024
The role of Customer Success has undeniably been one of change in the last few years. Through advanced segmentation and automation tools, companies can deliver personalized experiences at scale , strengthening customer relationships and driving revenue growth. Want to learn more about Digital Customer Success?
Top 10 Must Attend Conferences in 2020 for Customer Success Professionals
ChurnZero
MARCH 3, 2020
Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.
Conference 72
72 
Let's personalize your content