ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. When customer success is a company-wide goal, every team should have some visibility into how things progress with customer accounts.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Experience Investigators by 360Connext

DECEMBER 17, 2014

Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. Re-write your company’s job postings. To receive exclusive content, updates, and our FREE Mission Statement ebook, please enter your email address.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. It’s one of the most important parts of an organization – it’s translating the needs of clients to rest of company.”.

Leadership 40

Leadership Customer Success eBook Culture 40

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? They often provide unifying leadership to different areas of your business that are involved in customer contact. When and why your company needs a CCO. Many companies are embracing the role. For the most part, SaaS companies focus on ongoing revenue.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Beyond Philosophy

JANUARY 5, 2015

Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. All attendees will receive a discount code for 50% off the eBook.

Company 60

Company Airlines eBook Leadership 60

Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. As an emergent position in a highly competitive industry, jumping into a leadership role can be intimidating. He’s combined that insight from interviews with the top search firms in SaaS to put together an ultimate guide to growing your CS leadership career.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

PeopleMetrics

SEPTEMBER 17, 2015

How can the C-suite transform the stagnating company? Emotional intelligence is a powerful leadership tool. Customer experience leadership is a complex challenge, but it centers on a simple premise: you must deliver on the promises you make as a company. Which made the rest of us the big, dumb elephant.

Leadership 48

Leadership Customer Experience Customer Centricity eBook 48

Gainsight

SEPTEMBER 22, 2023

Historically, companies have competed on product features and pricing. Technology companies, in particular, adopted these points of differentiation to gain market share. This has stripped companies of opportunities to separate themselves during the buying process (and renewal talks). What do they have in common?

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

Gainsight

APRIL 4, 2023

Leadership also observed the system fatigue that resulted from employees having to administer processes among all of the tools. Leadership was sensitive to the tactical and emotional impact of the change. Previously, their TAM organization operated out of several systems.

Management 52

Management Leadership Customer Centricity eBook 52

ClientSuccess

JANUARY 12, 2022

Keeping executive contacts in the loop on customer situations is a critical part of setting up customer success as a company-wide initiative and ensuring that every department – from marketing to finance – is fully aware of customer relationships and how your customers are driving your company forward. .

Customer Success 75

Customer Success eBook Measurement Leadership 75

Gainsight

JULY 12, 2023

By envisioning and executing strategic objectives, you will contribute to our mission of delivering exceptional customer success experiences and driving our company’s growth. Collaborate cross-functionally with Sales, Product, Marketing, and other teams to align customer success objectives with overall company goals.

eBook 52

eBook Leadership Omni-Channel Innovation 52

Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset growth. They need proof.

Chief Customer Officer 100

Chief Customer Officer eBook Leadership Culture 100

ClientSuccess

JUNE 15, 2022

Customer Success: How Innovative Companies are Reducing Churn and Growing Recurring Revenue: Another long-bookmarked favorite for customer success professionals, this book is all about establishing a long-term customer success strategy not only for your customers but for the success of your entire organization. This book has the answers.

Customer Success 52

Customer Success eBook Leadership Innovation 52

Talkdesk

APRIL 15, 2016

The Sales Leadership track at TOPO Summit 2016 explored the ways in which sales leaders design, build and manage their organizations. In this blog post, we will cover the tips and tricks from the “Selling from the Buyer’s Perspective” session that was featured in both the Leadership and Technology Tracks. Q: Do you need a reference?

Sales 40

Sales Leadership eBook Call Center 40

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Leadership. Customer Success Leadership. 5 Things I learned from Discussing Customer Success with 5 Public Company Executive Teams. Bookmark this list and get through it bit by bit.

Resources 111

Resources Customer Success eBook Multi-Channel 111

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

FEBRUARY 1, 2022

Take the time to research the acquiring company or the company that your team acquired. Focus on the details such as the business value prop, the leadership structure, tech stack, and more. Next, take a look in your CRM to see if the new company involved in the transaction is an existing customer or a prospect.

Management 52

Management eBook Leadership CRM 52

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

Gainsight

OCTOBER 17, 2022

In this difficult environment, SaaS leaders are looking for strategies to help their companies ride out the storm—and emerge stronger once the storm has passed. To help SaaS leaders navigate the current environment, we’ve put together this ebook on The Path to Durable Growth. Get the latest thought leadership and best practices now.

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

Gainsight

DECEMBER 15, 2023

That means every company is in belt-tightening mode. We’ve created the ultimate cheat sheet for positioning your CS org as critical to your company’s bottom line. Tip 1: Learn the Revenue Love Language CS orgs are now at the executive leadership table and in the boardroom. Actually, the sound is more like a roar than a whisper.

Tips 52

Tips Leadership Sales Training 52

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Customer data needs to flow to frontline employees and tools, like a company CRM, via an application programming interface (API). McKinsey tells the story of a credit card company that adopted an omnichannel strategy to boost digital performance.

Data 98

Data Net Promoter Score NPS Effort Score 98

Playvox

FEBRUARY 13, 2023

Qualtrics examined three key aspects of consumer loyalty to a company: trust, advocacy, and ongoing purchases. Trust The Qualtrics study found that 89% of customers who had a high-quality customer service experience trusted the company afterward. Trust is the core of your customers’ loyalty and supports the next two aspects.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Up Your Service

FEBRUARY 8, 2020

Other Articles you may enjoy: “Different People Value Different Things” by Ron Kaufman Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith Five Best Practices for Creating Unbelievable Customer Experiences (eBook: 13 pages, free download). Book Ron Kaufman for your next event: [link].

Customer Service 69

Customer Service eBook Leadership Meeting 69

Beyond Philosophy

JUNE 13, 2019

My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. While we do see companies doing an excellent job of connecting the two, we also see many that have a long way to go. Other times it has to do with what the company incentivizes. The answer is easy to say and harder to do.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Customer Bliss

FEBRUARY 17, 2015

Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework. Make reliability performance part of the ongoing leadership talk track.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

ChurnZero

MARCH 3, 2022

Download this eBook to learn how to crust your SaaS Customer Onboarding. If you are responsible for Customer Success in your subscription model company, you have monsters in your closet. 2021 Customer Success leadership study. That’s what we set out to ask the Customer Success experts.

Resources 98

Resources Customer Success Handbook eBook 98

Alida

APRIL 22, 2016

Leadership is over-glorified,” says Derek Silvers, founder of MuckWork, a company that assists musicians with project management tasks. In this provocative video, Silvers redefines the concept of leadership—something that we tend to call “influence” in the market research or insight world.

Video 100

Video eBook Exercises Leadership 100

Michelli Experience

APRIL 24, 2018

While I am far from perfect in my predictions, I was glad to see the company taking action in accord with that prediction for training on “unconscious bias.”. In fact, back in 2009, I wrote the following as an excerpt in a free downloadable eBook about Starbucks leadership principles…. Michelli, Ph.D.

Training 100

Training Leadership eBook Customer Experience 100

inmoment

DECEMBER 5, 2019

Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. . When companies combine data insights with action, everyone wins. 1: Get the right reports.

eBook 52

eBook Fashion Social Media Metrics 52

ClientSuccess

MAY 10, 2022

However, there is an additional metric used by customer success teams (and, more recently, proactive executive leadership teams) to calculate the value of a customer beyond just what is outlined in the initial contract: Customer Lifetime Value (CLV). eBook: Ultimate Guide to Customer Success Metrics. What is Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Engaging Testers.

eBook 75

eBook Case Study ROI Roadmap 75

Michel Falcon Experience

JANUARY 10, 2016

How does your company acquire customers? Companies use traditional methods, such as radio, television, and print advertising, to increase their chances of converting new customers. As a management consultant and keynote speaker , I’m trusted by companies of all sizes to look into their strategies and find new opportunities.

Employee Engagement 60

Employee Engagement Engagement Company Survey 60

ClientSuccess

NOVEMBER 11, 2021

Another channel that isn’t just for outbound marketing is your company blog. In contrast, a prospect-specific webinar could be a great place to highlight a customer story or thought leadership. eBook: How to Become an Elite Customer Success Leader. New customer case studies. Data and insights. Surveys (and survey results).

Marketing 52

Marketing Case Study eBook Leadership 52

ChurnZero

NOVEMBER 3, 2021

Customer Success tools that help you stay up-to-date on recent company news, build connections with your customers, flesh out your ideal customer persona, and gather and organize customer feedback can make all the difference. And these ones happen to be free!

Tools 98

Tools Customer Success Return on Investment Fashion 98

Playvox

NOVEMBER 29, 2022

While to the agent, it’s just handling another customer interaction, they are the “face” of the company and take the brunt of the rage from the customer. Related eBook: Creating A Strong Remote Work Policy For Your Contact Center. While many companies have a zero-tolerance policy regarding contact avoidance, this is not always ideal.

Contact Center 77

Contact Center Policies eBook Interaction 77

ClientSuccess

JANUARY 24, 2023

Metrics That Indicate Customer Health It is essential to track multiple metrics to provide the needed information about how customers interact with your company. A higher health score indicates greater engagement and satisfaction, while a lower score may indicate areas where improvement is needed for the relationship to remain successful.

Metrics 89

Metrics NPS eBook Customer Success 89

ClientSuccess

MARCH 17, 2021

As customer success has become one of the most visible – and critical – departments within many organizations, CSMs are tasked with acting as a project manager not just for onboarding and implementation but for customer projects throughout a company. eBook: Customer Success as a Culture: Marketing Leaders Edition. Issue Escalation” .

Customer Success 52

Customer Success Case Study eBook Leadership 52