CloudCherry

DECEMBER 23, 2019

And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). So, what Brand has wowed our Customer Success Expert? Fancy that!

CEM 195

CEM Customer Success How To Return on Investment 195

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

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Customer Success Guidelines Social Media Tips 115

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer Success 52

Customer Success Tips Customer Journeys Customer Centricity 52

Gainsight

MARCH 19, 2020

And that’s driven thousands of customer success professionals who were used to seeing their clients and teams every day to learn the ins and outs of “virtual” CS. To do all of this, consider finding ways to connect with your clients digitally, in a “tech touch” model, and then use that outreach to drive virtual meetings.

Customer Success 85

Customer Success Tips Video Roadmap 85

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

Tips 98

Tips Gamification Feedback Customer Success 98

Experience Investigators by 360Connext

FEBRUARY 23, 2021

” of Customer Experience. Combine this with a customer experience champion program within your organization and watch culture really shift. 12 Tips to Help You Communicate About Customer Experience. Has your organization defined what customer experience means to you? See how fun it is to connect the CX dots?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Gainsight

FEBRUARY 28, 2024

Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. What unites them?

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Customer Success Meeting Self Service Chief Customer Officer 52

Totango

OCTOBER 29, 2019

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Tips for Building a Customer Success Team.

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Customer Success Tips Feedback Customers 61

Kayako

AUGUST 10, 2018

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it. A great customer experience comes with great responsibility.

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Customer Success Customers Connections Engagement 130

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

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Customer Success Training Customer Satisfaction Customer Retention 98

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

ChurnZero

FEBRUARY 15, 2024

It’s more effective to give explicit instructions, like asking Cara the CSM to create a “ Tip Tuesday ” post on a set date. However, those in roles like customer success have valuable insights from their interactions with customers. Structured prompts provide clear guidance and expectations.

Tips 52

Tips Analytics Engagement Strategy 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Totango

NOVEMBER 3, 2022

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. Check out six key takeaways from their discussion, plus a bonus tip from a session hosted by our friends at Higher Logic. Deliver day 1 value.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

ClientSuccess

AUGUST 10, 2021

Whether it’s been days, weeks, or even a month or more since you’ve heard from a customer, there will always be a way to re-engage and get your customer relationship back on track. Here are a few tips for getting your customers back on the right path: 1. Connect on LinkedIn or other networking sites.

Tips 85

Tips Engagement eBook Meeting 85

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

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Customer Success Culture eBook Social Media 74

CustomerSuccessBox

AUGUST 25, 2022

Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. Without any dilly-dallying, let’s dive straight in and take a look at the details of upcoming Customer Success events in 2022. Customer Success Festival. Customer Engagement Summit.

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Customer Success Conference Trends Customers 52

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. Customer Success playbooks are one approach to accomplish this.

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Customer Success Customer Journeys Customers Touchpoint 52

Wootric

SEPTEMBER 6, 2018

This post was contributed by Reuben Yonatan, CEO @ GetVoIP , a leading VoIP systems comparison guide that connects shoppers with relevant providers. While Customer Success may be a newer function than sales, it’s only growing in popularity. Here, we’re going to break these down to ensure epic customer success.

Customer Success 69

Customer Success Tips Comparison Social Media 69

ChurnZero

MAY 26, 2021

There are a number of Slack communities that have been created specifically for Customer Success professionals. To help with this, we have curated a list of the top five Customer Success Slack communities available for you to join today. CS in Focus applies the same mentality to Customer Success professionals.

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Customer Success Leadership Resources Communication 86

Oracle

JULY 31, 2020

Oracle CX Marketing has kicked off season 2 of “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts. Kicking off season 2, here are 5 customer experience tips during a time of uncertainty from the marketing pros. ” Phil M.

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Tips Customer Experience Video Course 105

CSM Practice

JULY 6, 2020

Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision. Customer success organizations are essential to maintaining this balance.

Tips 105

Tips Customer Success Customers Strategy 105

Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. Thankfully, there are best practices to increase your chances of success.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

Totango

DECEMBER 23, 2021

In a recent poll, we asked customer success professionals to rank their top year-end challenge. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. A disengaged workforce who is just showing up for the paycheck can stagnate the growth and success of a company.

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Customer Success Financial Exercises Customers 98

ChurnZero

JUNE 16, 2020

After speaking with their community in the wake of the current crisis, they said one thing was clear – the need to connect and share knowledge remains and grows stronger with each passing day. We pulled together the top ten Customer Success takeaways to share with you here. . Walk In Your Customers Shoes.

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Customer Success Customer Retention Customer Centricity Tips 92

Education Services Group

JUNE 9, 2022

Recently, I was in a very intense game of Topgolf with two of my friends and colleagues, Sheik Ayube and Peter Armaly (VPs of Business Development and Customer Success, respectively, here at ESG). But by nothing more than chance, the connection was good, the direction was accurate, and I hit my target. I am terrible at golf.

Customer Success 52

Customer Success Sales Customers Financial 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

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers.

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Customer Success B2B Metrics Strategy 98

CustomerSuccessBox

DECEMBER 1, 2021

Customer success, as we know, is a holistic approach to delivering the maximum possible value to customers. If you’ve been in the business, you know how you must master human communication, the very first thing to be successful with your customers, which means speaking mindfully but listening even more intently.

Customer Success 52

Customer Success How To Feedback Customers 52

SurveySparrow

AUGUST 25, 2023

With a customer centric culture, you will soar to heights of success, by leaving them satisfied and happy. Customer Experience Best Practices: 10 Tips For You Now that you have a clear picture of what you need for starters, let’s dive a little deeper and find out what you need to do in order to create that lasting mark.

Tips 52

Tips Customer Experience Social Media Self Service 52

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. In one of many similar instances, I was helping a SaaS company get to the root of its high customer churn.

Customer Journeys 52

Customer Journeys Tips Exercises Consulting 52

ClientSuccess

OCTOBER 12, 2021

As a CSM, you spend countless hours in customer meetings, communicating with customer contacts, and engaging with internal and external resources. But connecting with your customers on a deeper level requires more than just knowing how to explain complex products in detail. Tips for active listening.

Tips 64

Tips eBook Resources Communication 64

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. 9 tips to cultivate a happy and thriving CS team. Keep your CSMs in the loop on all customer communications.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

Gainsight

JUNE 3, 2021

Career-flix After Party: Tips, Tricks & Hacks to Fast Track Success. Customer Onboarding Workshop by Rocketlane. Customer Success Operations Deep-Dive. While this feature may seem a little intimidating, see it as a chance to perhaps connect with your future boss. Chairside Yoga with Danielle Allwood.

Connections 52

Connections Conference Meeting Tips 52

CSM Practice

JULY 6, 2020

Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision. Customer success organizations are essential to maintaining this balance.

Tips 80

Tips Customer Success Customers Communication 80

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 72

Customer Success How To Net Promoter Score Financial 72

Alida

AUGUST 30, 2016

More than just a conference for learning, the Summit offers a unique opportunity to get some face time with business leaders from the most customer-centric global brands—a chance to enhance your career and make connections. Four tips stood out and are important to keep in mind if you plan to attend the upcoming Summit in Chicago.

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Tips Customer Centricity Fashion Case Study 113