Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. Customers now have more power than ever.​. It’s all about the right information, about the right customer, at the right time.

Customer Success 61

Customer Success Competitive Advantage System Customers 61

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. But none of these systems were purpose-built for Customer Success Managers, Growth Managers, or Account Managers.

Customer Success 48

Customer Success Competitive Advantage System Customers 48

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. But none of these systems were purpose-built for Customer Success Managers, Growth Managers, or Account Managers.

Customer Success 48

Customer Success Competitive Advantage System Customers 48

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. But none of these systems were purpose-built for Customer Success Managers, Growth Managers, or Account Managers.

Customer Success 48

Customer Success Competitive Advantage System Customers 48

Amity

JULY 8, 2016

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. But none of these systems were purpose-built for Customer Success Managers, Growth Managers, or Account Managers.

Customer Success 48

Customer Success Competitive Advantage System Customers 48

Amity

NOVEMBER 13, 2013

The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies. In this highly competitive market, fighting to acquire and retain these newly empowered customers requires innovative thinking.

Customer Success 60

Customer Success Competitive Advantage Customers System 60

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

Calabrio

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. More freedom for employees means greater freedom to achieve more, for themselves, customers and the business.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

Kustomer

AUGUST 26, 2022

Podcasts are no longer just a nice addition to your content and marketing strategy — they’re a necessity. Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

inQuba

APRIL 4, 2023

Customers’ experiences are very different, and maps don’t accommodate for friction and inefficient processes. There’s no refresh button on your journey map, so it won’t accommodate for changing customer behaviour or market factors. Rapid prototyping encourages experimentation and iteration, leading to more innovative ideas.

Trends 52

Trends Customer Journeys Customer Centricity Metrics 52

Totango

MARCH 20, 2019

In today’s Customer Centered Economy, data integration and visualizations are table stakes — operationalizing a universal, company-wide approach to customer centricity is what delivers a competitive advantage to enterprises.

Competitive Advantage 54

Competitive Advantage Customer Centricity Innovation Customer Expectations 54

Amity

NOVEMBER 13, 2014

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you.

Customer Success 48

Customer Success Competitive Advantage Infographics Case Study 48

Alliance by IFS

JUNE 28, 2019

“We’re constantly seeking ways to accelerate our customers’ time to value,” said Anil Gupta, VP of Service Delivery for Astea International. YASH will enhance our customer success enablement by helping service providers leverage our solution to drive organizational efficiency and address critical business needs.”. www.astea.com.

Competitive Advantage 82

Competitive Advantage Technology Customer Centricity Innovation 82

Gainsight

JULY 11, 2023

I’m so proud of and grateful for the Northpassians who came together to innovate and build our remarkable company. Our vision is to elevate customer education into a mission-critical function at every company and build the #1 platform in the category. And it shouldn’t be understated that we’ve had a blast building together!

Leadership 40

Leadership B2B Competitive Advantage CRM 40

Team Support

OCTOBER 8, 2020

We conclude this series with Part 3, where Eric offers insight into the competitive market and what makes TeamSupport different. CIO Review: There are a number of companies out there that are vying for the top position in the B2B customer support software industry. What are the strategies employed by TeamSupport?

Customer relationships 59

Customer relationships Company B2C B2B 59

TechSee

JANUARY 11, 2021

By delivering better support, manufacturers can inspire brand loyalty, improve the customer experience (CX)s, and reduce the owners’ requirement for in-person roadside assistance and aftermarket repair services. Visual assistance technology is an evolving market, with many companies offering ‘see what your customer sees’ solutions.

Automotive 109

Automotive Self Service Brands How To 109

SurveySparrow

JUNE 30, 2023

Whether you aspire to become a customer experience manager or want to enhance your organization’s customer-centricity, get ready to unravel the secrets of exceptional customer experiences! Who is a Customer Experience Manager? “Customer experience is the new marketing.”

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

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. As a result of building a winning culture, you have created a “ lasting source of competitive advantage.” Is that true? Her advice for the CS newbie?

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Team Support

OCTOBER 28, 2020

“Our solution brought these teams together by being one of the first support solutions to include not only ticketing, but a robust customer database, a product database, and near real-time reporting,” mentions Harrington. Learn more at cioreview.com.

Customer relationships 45

Customer relationships Company B2B B2C 45

Gainsight

DECEMBER 14, 2022

During times of economic uncertainty, the secret to survival is to double down on your customers. That doesn’t mean just more time with Customer Success (CS) or building great products to meet customer demands. It also means delivering positive product experiences and overall exceptional customer experiences. .

Report 52

Report Culture Competitive Advantage Customer Centricity 52

Talkdesk

JANUARY 2, 2020

We believe our innovative delivery model, and the speed at which we are able to deliver new features and functionality sets us apart within the CCaaS industry.” out of five) in the Gartner Peer Insights Contact Center as a Service, North America market. “Talkdesk is purpose-built on a modern, cloud-native architecture.

Report 66

Report Self Service Customer Service Contact Center 66

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Blockchain, GDPR) and coordination.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Optimove

JANUARY 31, 2019

Social proof is a cornerstone of modern marketing. Many times, leading, innovative brands require this form of “evidence” to justify the marketing investment. Our CEO, our Director of Customer Success, and I had a conference call with the CEO of a relatively new (and very satisfied) client of ours. We understand.

Case Study 49

Case Study Study Competitive Advantage Conference 49

Talkdesk

FEBRUARY 25, 2020

Becoming customer-centric is key for organizations to survive. Companies must focus on the customer at every interaction, including sales, marketing, support and others. Talkdesk® believes that a successful digital transformation is a strategy that applies to all stages of a business.

Contact Center 56

Contact Center Competitive Advantage Customer Centricity CRM 56

SmartKarrot

SEPTEMBER 11, 2020

By the year 2025, it will surpass 50% of the market share in the software industry. The cloud market grows with a CAGR of 20% whereas the whole of software market is growing with a CAGR of 10%. Bizzabo conducted a survey of nearly 400 event and marketing professionals to understand the current global situation.

Customer Success 10

Customer Success Competitive Advantage Comparison Culture 10

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Books on Improving Customer Success.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

SurveySparrow

DECEMBER 27, 2023

Feedback-Driven Product Development: This element emphasizes adapting and evolving the product based on customer feedback. It ensures that the product development process is aligned with what customers actually need and want. This approach not only enhances customer satisfaction but also builds loyalty.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 26, 2023

Feedback-Driven Product Development: This element emphasizes adapting and evolving the product based on customer feedback. It ensures that the product development process is aligned with what customers actually need and want. This approach not only enhances customer satisfaction but also builds loyalty.

B2B 52

B2B Net Promoter Score Effort Score NPS 52

West Monroe

JANUARY 24, 2022

Companies still have plenty of headroom for growth and innovation—in product portfolios, pricing, and other areas—as part of the ongoing shift to SaaS or subscription-based business models. Investors and the market increasingly expect a better balance between the two. Pressure is mounting to invest or be left behind.

Software 40

Software Trends Self Service B2B 40

SmartKarrot

OCTOBER 21, 2020

Understanding this helps companies to develop products and solutions that can target the core needs of a customer. While marketing their products, companies often highlight their product features and research on customer demographics. While this practice is partially useful, it fails to connect with the customer’s mindset.

Customer Success 10

Customer Success Innovation Competitive Advantage Customer Centricity 10

Wootric CX Blog

FEBRUARY 14, 2019

Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. He has had a rewarding career as both a thought and people leader.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Comm100

SEPTEMBER 22, 2016

This is a book filled with “treasure and big ideas” according to marketing guru Seth Godin. Delivering Customer Satisfaction. Your customers deserve responsive customer service that gets to the core of their needs. Did you ever think customer service would be your competitive advantage?

Customer Service 100

Customer Service Case Study Gamification Culture 100

SmartKarrot

JANUARY 20, 2022

Once your SaaS company adopts a data-driven culture, it can gather tremendous insights that can provide you with a competitive edge over other players in the market. Various leading SaaS companies have been using data-driven culture to fuel their success. . Encourages innovation and fresh ideas are tested regularly .

Culture 10

Culture Data Competitive Advantage Innovation 10

GlowTouch

JUNE 18, 2020

A Competitive Advantage. Businesses that utilize impact sourcing also gain a key edge over their competitors in the market. We’ve already discussed the cost saving aspect of this strategy, which in itself constitutes a major advantage. It’s truly a “win-win” scenario for everyone involved.

Return on Investment 52

Return on Investment Competitive Advantage Contact Center Omni-Channel 52

Natalie Petouhof

JUNE 9, 2015

Clients can use document as a source for planning and work closely with both the business and technical teams to ensure success to deliver on the brand’s promise. For many organization’s customer experience management is a major pillar in their efforts to engage and retain their customers and partners.

Report 40

Report Management Multi-Channel Competitive Advantage 40