Gainsight

MAY 3, 2023

The future of Customer Success (CS) is digital, but that doesn’t mean it can’t be beautifully simple. At Pulse 2023 , the largest conference in the Customer Success industry, we’re dedicating an entire track to unpacking Digital Customer Success (DCS): Digital Strategies to Help You Achieve More With Less.

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Chief Customer Officer Self Service Conference Customer Success 52

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

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Customer Success Net Promoter Score Effort Score NPS 93

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

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Communication Chief Customer Officer Customer Care Customer Success 222

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. “Customer Success isn’t just with one team in the organization.

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Gainsight

FEBRUARY 11, 2019

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

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Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

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Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

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Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

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Customer Success Chief Customer Officer ROI Customers 49

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

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Customer Journeys Tips Chief Customer Officer Healthcare 62

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Not everybody in the company will understand customer success because it’s a buzz word. Brainshark B2B Chief Customer Officer Diane Gordon.

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B2B Chief Customer Officer Net Promoter Score Culture 171

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. The year was 1909.

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Customer Success Chief Customer Officer ROI Sales 80

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

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Customer Success Chief Customer Officer ROI Roadmap 49

Gainsight

MARCH 10, 2022

Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale. Eduardo Amorim, global head of customer success at Sendcloud, believes it is. . Building Out and Up Your Customer Success Caree r.

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Culture Chief Customer Officer Customer Success Competitive Advantage 59

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

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Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Well, community has a special meaning here at Gainsight.

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Customer Success Chief Customer Officer Hotels Conference 27

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.

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Chief Customer Officer Handbook Customer Success Knowledge Base 91

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Amanda is a highly experienced customer experience consultant, adviser, and writer. Augie Ray Follow @augieray.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Gainsight

FEBRUARY 16, 2021

To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. And there were so many memories along the way, many from our Pulse conference. We launched in 2013 with the premise of “software for Customer Success Managers.”

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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.

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Customer Success Chief Customer Officer Leadership B2B 21

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Director of Customer Success, Sendoso. . .

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Gainsight

APRIL 12, 2023

Mistake #3: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! Invest in back-office systems early. Lead our clients to the outcome.

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Self Service Chief Customer Officer Software System 52

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

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Customer Success Chief Customer Officer Leadership Consulting 98

Amity

JUNE 28, 2017

Defining the CMI is a business-specific endeavor: For example, the factors you need to assess to understand the maturity of a sales team (if those are your customers) are different from those of a development team, which are different from those of a Customer Success team, architects and so on. Conclusion.

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ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

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Sports Chief Customer Officer Conference Customer Centricity 62

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Involve Customer Marketing. Creatively Segment your Customers. Believe it or not, customers are not created equal.

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Customer Success Strategy Chief Customer Officer NPS 123

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Q: Please introduce yourself.

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Management How To Effort Score Customer Success 52

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Reimagining the way processes work can tremendously improve customer experience.

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Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas. Annette Franz. Barry Dalton.

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Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas. Annette Franz. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

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Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

AUGUST 25, 2020

Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . But do you know where to look for them? .

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Chief Customer Officer e-support Conference B2B 69

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. Why did you choose Customer Success and what was your background?

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Customer Success Consulting Chief Customer Officer Customer Centricity 59

ChurnZero

SEPTEMBER 11, 2020

If this expression captures how you feel when your Customer Success and Product teams interact or fulfill a customer request without bickering or finger pointing, then please continue reading. As like with stars, you won’t be around long enough to witness the alignment of your Customer Success and Product teams.

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ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind Customer Success.

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Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind Customer Success.

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Customer Success B2B Metrics Sales 52

Gainsight

MAY 10, 2021

If you haven’t signed up for our free virtual conference yet, what are you waiting for? Top Picks: Simplifying Customer Success Track. Spotlight: Lorna Henri, Vice President of Customer Success at Modern Health. Topic: Launching Customer Success Fast. Chart-Topping: Customer Success Operations.

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Gainsight

MAY 18, 2023

Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight, kicked off the Product Keynote to explain how Gainsight’s three product lines come together to power Digital Customer Success.

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