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

Gainsight

AUGUST 22, 2021

By placing your product at the center of your growth strategy, your team can boost customer satisfaction, increase renewals, and lower acquisition costs. We’ve picked out five tips to help you create a best-in-class product-led growth strategy quickly and easily. Here are five tips to keep in mind: 1. Sound like a lot of work?

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Tips Strategy Roadmap Net Promoter Score 52

Education Services Group

OCTOBER 26, 2022

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership.

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Tips Meeting Roadmap Customer Success 52

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Yes, there is.

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Chief Customer Officer Company Tips Leadership 133

ChurnZero

APRIL 22, 2022

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. this October.

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Customer Success Roadmap Conference Feedback 52

Wootric CX Blog

APRIL 7, 2020

Jay Nathan, Founder and Managing Director of Customer Imperative , was taken by surprise with his first cancellation: “The first major cancellation I received after taking responsibility for retention was like a gut-punch – no warning.” This happened back when he was SVP of Customer Success at an early stage SaaS company.

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Customer Success Roadmap Customer Retention Feedback 72

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

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Customer Success Chief Customer Officer B2B Roadmap 64

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Yes, there is.

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Chief Customer Officer Company Tips Leadership 107

Gainsight

FEBRUARY 4, 2021

In the cloud world, though, there is a big gap between the highest and lowest-valued companies. Customer Success 2.0 = Net Dollar Retention. In parallel, the Customer Success space has significantly evolved since its early days. McKinsey captured the spirit of this in their article on Customer Success 2.0,

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Tips Metrics Software B2C 72

Gainsight

NOVEMBER 16, 2021

With a few tips and tricks guiding the way, you can create your own product-led flywheel that starts pumping out growth faster and faster. . The traditional sales and marketing funnel was set up for companies that needed to attract a variety of new customers and land one-off sales. Understand the customer experience.

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Tips Handbook Analytics User Experience 52

Gainsight

APRIL 23, 2019

These tips are just a taste of the product experience best practices that will be shared at Pulse 2019. Now in its 7th year, Pulse is introducing an immersive Product Management track where you’ll learn how successful product companies are cultivating customer-centric product experiences. What is Pulse 2019?

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Tips Management Roadmap Conference 49

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

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Self Service How To Roadmap ROI 52

Education Services Group

AUGUST 10, 2020

Partner Success programs are relatively new to the Customer Success world. Software as a Service (SaaS) companies are big trendsetters in CS. Customer Success evolved out of the need for more dynamic, forward-thinking relationships with customers who purchase these subscriptions.

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Tips Customer Success Roadmap Communication 52

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 1: Think Like a Human Resources Manager.

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Tips Metrics Customer Success Training 58

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. Vanessa Hannay , Director of Customer Success, Muck Rack . Rather, the CS team is equally important to the success of a company.

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Customer Success Chief Customer Officer ROI Sales 80

Gainsight

AUGUST 23, 2021

Explains how it can be difficult to set feature priorities for product roadmaps. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap. Points out the value of using customer feedback data to fuel priorities. Tips For Better Feature Prioritization.

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Data Roadmap How To Tips 52

ChurnZero

MARCH 1, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring, Brett Andersen who is the Director of Client Success at Degreed.

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Customer Success Return on Investment Customers Roadmap 40

Gainsight

OCTOBER 25, 2021

Because it feeds off of user experiences, and users are the main driver of your company’s growth, customer feedback loops can be a guiding light for your product roadmap. Customers feel valued. When you listen to customers and incorporate that input back into your product, it can make them feel more valuable.

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Feedback Roadmap Analysis User Experience 98

Gainsight

APRIL 21, 2022

According to an October 2021 Wired Magazine article titled “Earth’s Unicorn Population Is Exploding,” it was revealed that a record-breaking 264 companies were hitting “unicorn” status in the US, with VC investment hitting $240 billion. Creating a Product Roadmap? Product Experience: A Key Driver Of Your Customer Success Journey.

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Resources Handbook eBook Government 52

Retently

MARCH 5, 2024

Customers who feel valued are likelier to repeat business, share their positive experiences with others, and even become more forgiving of minor inconveniences or mistakes. Yet, creating a culture of gratitude isn’t just about external interactions; it starts within your company. The key is to maintain a professional approach.

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Feedback Effort Score Social Media Customer Satisfaction 155

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. One of the main differences between the old and the new economy is the fact that companies are required to design for value, not for profit or efficiency.

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Customer Success Customer Experience How To Roadmap 75

ChurnZero

DECEMBER 6, 2019

Customer Success Managers have a lot on their plate. . CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. .

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eBook Roadmap Customer Success Tips 80

Totango

MARCH 12, 2019

It’s a critical time that can either cement loyalty or lead to customer churn. The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Document every customer interaction and automate tasks.

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Roadmap Software Fashion Comparison 80

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. Recently, many companies are moving from on-premise to SaaS.

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Customer Success Metrics e-support Customers 58

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

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Customer Journeys Touchpoint B2B Social Media 117

Gainsight

MAY 4, 2023

In the not-too-distant past, communities were primarily viewed as a way of scaling Support or reducing costs for B2C enterprise companies. With the rise of Subscription-based companies came a new business model founded on the idea of proactively supporting customers to achieve success. Content is the most important thing.

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Self Service How To Effort Score B2C 52

Gainsight

FEBRUARY 21, 2020

What makes companies like Slack and Amazon so successful is their dedication to their user’s needs (you might know it as “customer obsession”). Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. REGISTER NOW.

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Case Study Roadmap Study Feedback 89

Centercode

DECEMBER 22, 2020

Our customers were crushing it this year, and we couldn’t be more proud of the role we played in their success. How Defined Processes Are Shaping Success in 2020 (Blog). This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success.

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eBook Case Study ROI Roadmap 75

Gainsight

SEPTEMBER 1, 2021

The product growth wave is swelling, and it’s poised to slam into SaaS companies of all types. This product-focused approach isn’t just changing how SaaS businesses sell; it’s redefining the way the whole company operates. In the past, many SaaS companies relied on market-led growth or sales-led growth strategies.

User Experience 52

User Experience Roadmap Strategy Tips 52

SmartKarrot

JANUARY 15, 2021

A healthy Customer Success and Product team relationship is essential for high performing, high growth companies. Most software companies can point to areas of coordination between Success and Product and this is an excellent starting point. But for the sake of your long-term success–aim higher.

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Customer Success Case Study Hospitality Roadmap 19

CustomerSuccessBox

SEPTEMBER 4, 2019

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). In case, you are planning to switch to Customer Success and wonder how we truck through our day, here’s a little glimpse.

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How To Roadmap Customer Success Training 78

CustomerSuccessBox

OCTOBER 31, 2021

Be it a Quarterly Business Reviews(QBR) or an EBR, these have the potential to gain customer trust, encourage them to interact with the company more frequently, and is an opportunity for the firm to identify if the customer is getting the promised value or not. What are the short-term and long-term priorities of the customer?,

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How To Roadmap Meeting Case Study 52

Gainsight

OCTOBER 28, 2021

Here are a few tips to help you determine product-market fit and grow your product: . This is the key metric you’ll use to drive your brand and feature’s success. And for most SaaS companies, product adoption will be the north star you’ll want to point you in the right direction. . Perfect the first mile of your product roadmap.

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Marketing Roadmap Metrics Measurement 52

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

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Customer Success Case Study Net Promoter Score ROI 40

SmartKarrot

SEPTEMBER 24, 2020

Hence, SaaS customer success has evolved out of a need to handle this common problem. Hence, Customer success has emerged as a much needed solution to deal with this. But this is just a tip of an iceberg. There are many other benefits of SaaS customer success that we will look upon.

Customer Success 10

Customer Success Company Net Promoter Score NPS 10

Gainsight

APRIL 14, 2022

Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. We’ve worked with a lot of companies making the transition to onboarding CS Ops and are sharing our best tips for building out your CS Ops team for the first time. Why CS Ops?

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Chief Customer Officer Leadership Report Customer Success 52

Amity

SEPTEMBER 20, 2016

Because there is so much to say about the right and wrong ways to do it, we’ve dedicated this week’s SaaS Tattler to customer onboarding. • 7 Awesome Tips to Ramp Up Your B2B Customer Onboarding Process. • 13 Tips To Improve User Onboarding From SaaS Leaders. ” - get inspired!

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Roadmap Tips B2B Customer Success 48