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. Top 5 Customer Success Webinars of 2018.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. If you missed the webinar, you can watch it on-demand. Marley Wagner , Sr.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Webinars and Live Demos: The Secret to Leveling Up the Customer Game.

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

Education Services Group

JANUARY 25, 2023

That’s why Sales get nice things because somebody has ascribed, leadership, they’ve ascribed the revenue number to that person, and then they get resources to hit that revenue number. Watch the recording of this webinar to catch up on the full conversation! The post Webinar Q&A Recap: Is CS the Next Frontier of AI?

Sales 52

Sales Customer Success Conference Data 52

Education Services Group

JUNE 22, 2022

Speaker: Joanel Bernardo, VP of Customer Success at Sunstone Partners. In this month’s Customer Success Unlocked webinar, Joanel Bernardo joined Marley Wagner and Peter Armaly to share her insights and advice for leaders who sit at the apex of Customer Success and Private Equity. .

Customer Success 52

Customer Success Exercises Knowledge Base Customers 52

Education Services Group

FEBRUARY 25, 2022

Speakers: Perry Monaco , Head of SMB & Scaled Customer Success at LinkedIn & Jim Mercer , Global Head of Customer Success at Zoom. Very relevant for me in the last year, as it relates to some recent hires that I’ve made on my own direct leadership team.

Customer Success 52

Customer Success Leadership Customers Customer Experience 52

RapportBoost

OCTOBER 20, 2018

New, intelligent assistance technologies provide chat agents with insights and suggest responses that make conversations with prospects and customers more relevant, personal and empathetic than static marketing initiatives, like email or generic Website landing page,” explains Dan Miller, Lead Analyst at Opus Research. About RapportBoost.

Contact Center 70

Contact Center Sales Average Handle Time Analysis 70

Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. The quick wins are not sufficient to remove the pebble in the customer’s shoe,” Hunsaker said.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

ClientSuccess

SEPTEMBER 26, 2019

Doing so will make you a better customer success professional and set you apart as a trusted advisor who builds relationships that last. For additional insights, download one of these valuable resources: Webinar: Why Continuous Onboarding is Critical for Your Business. eBook: The Ultimate Guide to SaaS Customer Success Metrics.

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

Education Services Group

OCTOBER 25, 2022

Q: Any advice for CS leaders as they’re talking about churn to their leadership teams? I want to take accountability where we can, and show ownership of what we can do better, but honestly a lot of the churn is because customer budgets got cut… not a lot we can control there.

Customer Success 52

Customer Success Customers Sales Marketing 52

Gainsight

SEPTEMBER 22, 2023

Put yourself in your customers’ shoes: Are you more likely to buy a product from a company you know has your back (via customer training) or one that’ll onboard you and then leave you out to dry with a traditional help center and occasional webinar? Thought Leadership Think of any well-established company.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 126

Communication Strategy Metrics Customer Retention 126

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

ChurnZero

JANUARY 28, 2020

That’s why we created this guide on selling Customer Success Software to the C-Suite to arm you with: Ways to overcome the 13 most common leadership objections. How-to’s on building a convincing argument for Customer Success software. Get your ‘yes’ to Customer Success!

B2C 64

B2C B2B Customer Retention Touchpoint 64

ClientSuccess

AUGUST 17, 2022

But, the longer a customer is in a partnership with an organization, the more likely they will get to know your team, product, and company and build a loyal relationship. . Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

JULY 20, 2021

Customer retention is the responsibility of more than just the CSM team. Even though CSMs are responsible for the daily management and ongoing success of customer accounts, retaining and, to some degree, growing these accounts should be the responsibility of an entire organization. Want to learn more?

Measurement 69

Measurement Customer Retention eBook Resources 69

ClearAction

JULY 11, 2023

It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Use data mining thoroughly in Customer Service to identify patterns in customer expectations. This identifies customers’ jobs-to-be-done : their purpose in their relationship with your brand. It’s fast: 7.5

Customer Service 48

Customer Service Self Service Leadership Touchpoint 48

Totango

SEPTEMBER 1, 2020

It is important to establish acceptable product usage rates for each stage of the customer journey and then act to provide additional growth whenever these rates are low. Ensure Customers See Value. Get to know members of your customer’s organization at all, from key champions to users to executive sponsors.

Net Promoter Score 104

Net Promoter Score How To NPS Effort Score 104

One Millimeter Mindset

NOVEMBER 17, 2020

Consequently, they differentiate you from the noise of commoditized professionalism they receive via Inboxes, webinars or training. How do you liberate yourself from today’s noise to take your invited and trusted seat at the leadership table, tomorrow? Because your clients see and hear you differently. Delivered virtually or in-person.

Leadership 78

Leadership Innovation Meeting Measurement 78

ChurnZero

JUNE 12, 2020

If you replied, “Customer Success Director or above,” you’re not prioritizing your team by spending valuable leadership time on administration when it should be used to build your team’s strategy and remove obstacles in their way. Increase the Value of Customer Success with Operations. Customer Success Around the Web.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

ClientSuccess

JUNE 8, 2022

You can get more insight on preventing customer churn and developing an end-to-end customer lifecycle focused on growth with these additional resources from ClientSuccess : Webinar: Churn Probability Score – How to Recognize Risks and Predict Customer Success. Toolkit: Churn Management Toolkit.

Tips 52

Tips Return on Investment Effort Score Customer Retention 52

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Gainsight

DECEMBER 15, 2023

Tip 1: Learn the Revenue Love Language CS orgs are now at the executive leadership table and in the boardroom. As a result, CS leaders must learn to speak the revenue love language in addition to their already-fluent customer love language. Watch our webinar Opportunities for CS in a World Full of Change and AI.

Tips 52

Tips Leadership Sales Training 52

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

AUGUST 10, 2022

Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. But how do you know which KPIs truly measure things like customer sentiment, customer health, and, of course, customer retention? eBook: Ultimate Guide to Customer Success Metrics.

Customer Success 78

Customer Success NPS eBook Metrics 78

Gainsight

SEPTEMBER 27, 2023

Sofia Marrero, Manager of Customer Success (EMEA) at Deel, sat down with Gainsight’s Global VP, Remco de Vries to discuss Health Scoring in the Modern Age. Here are some of the key takeaways from the webinar. Every Health Score Starts With a Goal Are you looking to fight churn? Increase adoption? Detect expansion opportunities?

Metrics 52

Metrics Sports Customer Success NPS 52

ClientSuccess

JUNE 22, 2022

With strategies to build trust and communication working hand in hand, CSMs can confidently work towards building long-term, retention-based relationships with customers. Building customer loyalty doesn’t happen overnight, which is why we have the resources and tools you need to succeed. Want to learn more?

Loyalty 52

Loyalty eBook Customer relationships Customer Retention 52

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What tops my CX list this year is focusing on LEADERSHIP.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

ChurnZero

MAY 31, 2019

customer churn risk ) and how that churn monster might be successfully defeated. We hope you have found the advice to be useful in overcoming common obstacles in your customer retention efforts. Upcoming Webinar. Companies work hard to attract and win their customers.

Customer Retention 75

Customer Retention Customer Success Metrics Customer Journeys 75

Beyond Philosophy

JANUARY 23, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

How To 60

How To CEM eBook Study 60

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. She has become the “go-to” person for building the ultimate Customer Success model. Upcoming Webinar.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

ClientSuccess

JANUARY 12, 2021

This past year was all about flexibility, pivoting, and delivering value to customers above all else. CSMs truly went above and beyond for their customers to ensure value, as customer retention meant more than ever. Webinar: Delivering Customer Success at Scale. 2021 is not the year to go back to ‘before’.

Customer Success 53

Customer Success Customer Journeys eBook Customer Retention 53