Education Services Group

JANUARY 25, 2023

Speaker: Joel Passen , CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Q: Are both Customer Success and Sales paying attention to the AI input?

Sales 52

Sales Customer Success Conference Data 52

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight has a terrific platform.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. Let’s dive into what we covered on our webinar.

How To 260

How To ROI Net Promoter Score Measurement 260

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Otherwise, it could cost you.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Feedbackly

MARCH 14, 2024

As one of the top CX trends for this year, there’s no doubt that Artificial Intelligence (AI) will be a game-changer in helping both brands and customers benefit from improved efficiency. Let’s take a look at how AI can be used to enhance CX and build better connections with customers! It’s a great way to win customers!

Customer Experience 52

Customer Experience Engagement Chatbots Analysis 52

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 5 Tips to Simplify Your Customer Journey Map.

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success.

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Learn the one question backed by research and data that will help your customers stay and grow.

Customer Success 40

Customer Success Strategy Customer Centricity Leadership 40

CSM Magazine

MAY 10, 2024

Keeping new customers from leaving too soon is no small feat. When customers jump ship soon after signing up, it hits a business where it hurts the most – its future growth and earnings. Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around.

How To 52

How To Social Media Analytics Touchpoint 52

ClientSuccess

OCTOBER 5, 2017

This live webinar is over and is now available as a recorded version. Webinar Details. Join Dave Blake, Founder and CEO of ClientSuccess and a panel of customer success leaders as they discuss how to succeed at customer success. In this webinar you will learn: When is the right time to invest in customer success.

Customer Success 41

Customer Success eBook Culture Sales 41

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. User engagement patterns.

Metrics 40

Metrics Customer Success eBook Culture 40

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

ClientSuccess

AUGUST 8, 2017

This live webinar is over and is now available as a recorded version. Webinar Details. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

Sales 40

Sales Customer Success Customer Journeys eBook 40

Optimove

APRIL 6, 2019

Become an Independent Marketer Webinar. Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Josselin Petit-Hoang. Albina Kehoe.

Data 40

Data Marketing CRM Customer Centricity 40

ClientSuccess

MARCH 8, 2023

This will make the customer feel valued and show that you take their concerns seriously. Get straight to the point and tell the customer what you do to address their issue. Don’t use too much jargon or technical language the customer may not understand. Show gratitude Finally, it’s important to show gratitude.

Customer Success 79

Customer Success Tips eBook Roadmap 79

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. So, let’s explore these customer engagement ideas and discover how they can help you boost your business to new heights.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

Optimove

MARCH 27, 2019

Optimove is used by 350+ customer-centric brands. Optimove lets us be super-personalized in our customer messaging, by making it easy to target customers based on any number of attributes. growth in the number of active customers.”. Learn about what makes Optimove unique, and see it in action! Josselin Petit-Hoang.

Data 40

Data Marketing CRM Customer Centricity 40

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 100

Customer Retention Software Customer Success CRM 100

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

ChurnZero

DECEMBER 21, 2023

Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. You Mon is a serial entrepreneur and the Founder and CEO of ChurnZero.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Kayako

MARCH 9, 2017

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Customer support directly relates to helping customers use your software effectively.

Self Service 178

Self Service Customer Service Roadmap Customers 178

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Customer loyalty is about the emotional relationship a customer has with a brand.

Loyalty 98

Loyalty Net Promoter Score Airlines Loyalty Programs 98

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software. What is a CRM? (If

Software 87

Software Customer Success NPS Net Promoter Score 87

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times.

Communication 101

Communication NPS Case Study Metrics 101

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The customer success survey. NPS surveys.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

SurveySparrow

AUGUST 28, 2023

While factors like features and pricing play a role, there’s a secret ingredient that truly defines their success: delivering an unparalleled customer experience in the realm of Software as a Service (SaaS). Did you know that a remarkable 86% of buyers are willing to pay more for a better customer experience?

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52