ChurnZero

MAY 11, 2021

The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. . Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . Customer Success Around the Web.

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Gainsight

MAY 15, 2024

The Human-First AI Playbook Is Here To kick off the keyn ote, Gainsight CEO, Nick Mehta, jumped on stage to discuss the state of customer success right now. In CS specifically, many teams have to juggle decreasing headcounts with more demands from the customer. The truth is that many in SaaS are wrestling with challenges.

Self Service 52

Self Service How To Customer Journeys Training 52

Totango

JUNE 8, 2022

Organizations who are proficient in scaling their recurring revenue models are what we at Totango like to call “customer success pacesetters.” Enable Digital-First Customer Success. How do you do this? Implement Composable Customer Success. A multi-dimensional customer view.

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How To Conference Customer Success CRM 90

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Madeline Evans, Digital Customer Success Manager. Most importantly, how are value and desired outcome perceived by the customer?

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Interaction Customer Journeys Touchpoint Customer Success 98

Education Services Group

MAY 20, 2022

I lock my laptop and go into a conference room to answer. I’ve never felt so helpless in my life, knowing that Sox is out there with no understanding of how to come back to us, with no understanding of what went wrong. Stop chasing a Customer Success platform that doesn’t do what you need it to do. Justin…don’t be mad.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

Totango

JUNE 6, 2018

Customer Success Buzz at TSW. Customer success is hot. Notably, over 50% of the attendees at TSIA’s Spring Technology & Services World (TSW) event this year were in customer success. Organizations are finally recognizing they cannot afford to ignore their most important asset – their customer.

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Customer Success Conference Trends Measurement 48

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. That’s where Customer Success comes into play. That’s Totango’s mission.

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Chief Customer Officer Conference Customer Centricity Customer Success 55

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context.

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context.

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Customer Success NPS Net Promoter Score Metrics 97

CloudCherry

AUGUST 26, 2019

A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. The survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development.

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B2B Conference Metrics B2C 199

Gainsight

MAY 17, 2023

Pulse 2023 opened today, and with it, the community of thousands of Customer Success (CS), Product, and Community professionals set in motion the next era of our industry: Digital Customer Success (DCS). In honor of the tenth anniversary of our Pulse conference, Mehta took a look back at where it all started.

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Customer Success Self Service Conference Resources 52

ClientSuccess

JUNE 29, 2021

Have you tried to build your Customer Success program without collaborating with your colleagues? Or do you tend to focus more on problems, at risk customers, or churn that you forget to celebrate the wins along the way? Download the Top 16 Mistakes When Building a Customer Success Team. Kristi Faltorusso.

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Customer Success Conference Leadership Tips 59

CSM Practice

FEBRUARY 4, 2022

The Customer Success industry is changing because of computer science trends like AI, machine learning , and augmented reality. We have compiled some of the most relevant tech trends affecting the Customer Success industry, specifically tech trends that will help Customer Success Managers and professionals.

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Omni-Channel Customer Success Technology Social Media 52

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing.

Customer Success 74

Customer Success Technology Conference Competitive Advantage 74

Totango

MARCH 5, 2021

To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

Customer Retention 88

Customer Retention How To Net Promoter Score Effort Score 88

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

Wootric CX Blog

MAY 4, 2020

Three years ago, I wrote a post on “ How to start a customer success program from scratch ” and outlined all the reasons to do so: . The potential for a customer success program to become a “growth engine”. The sheer impact of returning revenue and customer lifetime value. And the list goes on.

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Customer Success Net Promoter Score Effort Score ROI 82

ChurnZero

NOVEMBER 3, 2020

Just last month we hosted our first ever virtual conference – BIG RYG 2020. Throughout the conference we conducted a series of audience poll questions, that related to the session topics. We received poll responses from over 800 Customer Success professionals who also attended the conference. .

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Conference Customer Success Leadership Customer Journeys 98

ChurnZero

NOVEMBER 16, 2018

Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Customer Success is one of the fastest growing professions in the modern economy.

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Customer Success Conference Travel Customers 49

Gainsight

NOVEMBER 16, 2023

Throughout the journey of the event, attendees learned about emerging technologies that drive Customer Success (CS), from Customer Education to Community , Product Experience , and more. And how to discover new horizons in our work, as the landscape of our industry changes. Let’s wipe that out of our brains.

Self Service 52

Self Service Touchpoint Conference CRM 52

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. The following is what she has to say.

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Management How To Effort Score Customer Success 52

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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Customer Success Interaction Chief Customer Officer Customer Experience 48

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Brad Davis, Digital Customer Success Manager. I found her “how-to” insights to be invaluable to my own responsibilities within my position here at ESG.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

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 . Making customers happy is no longer good enough. . . The year was 1909.

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Customer Success Chief Customer Officer ROI Sales 80

Gainsight

JANUARY 18, 2024

Organizations have turned to customer experience to stand out. With a top-level CX strategy, the entire customer journey becomes distinctly you—distinctly your brand. Customer experience focuses on the relationship between a business and its customers. How’s Learning Impacting the Customer Experience Tech Stack?

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Touchpoint Advertising Study Customer Journeys 52

Gainsight

AUGUST 19, 2022

From the opening keynote to the closing dance party, every minute of the conference was filled with engaging conversations, inspiring ideas, and more than a few incredible pairs of shoes. . One quote really set the tone for the entire conference. Customer-centric companies are durable companies.

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Self Service Conference Customer Success Customer Centricity 52

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.

Chief Customer Officer 52

Chief Customer Officer Self Service Conference Customer Success 52

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Do you see the pattern?

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Loyalty Customer Experience Touchpoint Metrics 257

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Education Services Group

NOVEMBER 23, 2021

My favorite part of attending Customer Success conferences is knowing that I will walk away with a plethora of best practices and tangible solutions that can be implemented with my team immediately. I couldn’t miss ESG’s very own CEO Michael Harnum lead a session titled “How to Capitalize on the C-Suite’s Attention on CS.”

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Customer Success Trends Conference Customer Journeys 52

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” When I dig more deeply, I usually hear about how busy everyone is with. Following up on customer support requests. Who is “the customer?”

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

ChurnZero

FEBRUARY 5, 2020

We aim to help CS professionals excel in their career and understand what it takes to deliver exceptional ongoing customer value at all levels of your organization. Think you have what it takes to wow our crowd of Customer Success professionals? We want to hear from you! this upcoming October?

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Conference eBook Customer Success Metrics 64

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. 4 NPS Challenges to Consider and How to Navigate Around Them.

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NPS Customer Success Net Promoter Score ROI 40

SmartKarrot

FEBRUARY 15, 2022

You need to retain customers, and the best way to do that is with winning customer success strategies. A key aspect of customer retention and customer success is ensuring you get customer loyalty. Customer marketing is vital to enhance customer experience. Pain Points of Paid Customers.

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Customer Success How To Customers Video 10

Gainsight

JULY 13, 2022

At Pulse 2022 you’ll learn proven strategies for product-led growth, driving, adoption, user retention, and how to build effective roadmaps. Best of all, you’ll have a blast, and then head home with a fresh, unique perspective on how to create business-changing products. How does your team ensure feature adoption?

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Roadmap Conference Analytics Strategy 59

SmartKarrot

JULY 6, 2020

Customer success as the name suggests is about your customer’s success. And this success goes beyond mere satisfaction and maximum usage of your product and Customer Success Program. It needs to be defined from the customer’s point of view. What are the goals they are trying to achieve?

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Customer Success How To B2B Customers 10

BirdEye

OCTOBER 11, 2023

Watch this exciting conversation here to learn more about customer delight: Grow Sales by delighting customers – Session Transcript: Justin Meredith (Birdeye): Good morning, Good afternoon, and Good evening everyone. We are so happy to have you join us for today’s session, “How to grow sales by delighting customers.”

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Sales Social Media Customers Multi-Channel 109