CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Changing management is hard but critical to the success of a CS team. What are they?

System 49

System Customer Success Net Promoter Score ROI 49

SurveySparrow

DECEMBER 22, 2019

“How do I make the situation better for a customer who has complained about something in the feedback?”. The fact that you have decided to get your hands dirty with collecting product feedback means that you care about your customers. There is no business without your customer. How many responses should I expect?”.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement Survey Customer Journeys Management 71