Up Your Service

FEBRUARY 5, 2020

Last year in Toronto, Canada, I was being recognized as the #1 Customer Service Global Guru. Join the Service Leadership Workshop. So, I’m delighted to tell you now that in partnership with Right Selection, Marshall Goldsmith and Ron Kaufman will be delivering the Service Leadership Seminar, first time ever.

Leadership 52

Leadership eBook Culture Connections 52

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

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

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. As an emergent position in a highly competitive industry, jumping into a leadership role can be intimidating.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. Bring the best parts of personal service over to your professional team to ensure your customers feel special. .

Leadership 40

Leadership Customer Success eBook Culture 40

ClientSuccess

JUNE 15, 2022

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. 4 customer success books you need to read now!

Customer Success 52

Customer Success eBook Leadership Innovation 52

PeopleMetrics

SEPTEMBER 17, 2015

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility? Why should they care?

Leadership 48

Leadership Customer Experience Customer Centricity eBook 48

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

JANUARY 12, 2022

Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions. Here are five key steps for designing a customer success executive sponsor program: Define your objective.

Customer Success 75

Customer Success eBook Measurement Leadership 75

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world. Very little.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Resources 98

Resources Customer Success Handbook eBook 98

ClientSuccess

AUGUST 31, 2020

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . Use your customer journey to make decisions.

Customer Success 105

Customer Success How To eBook Leadership 105

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. And these ones happen to be free!

Tools 98

Tools Customer Success Return on Investment Fashion 98

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

Up Your Service

FEBRUARY 8, 2020

Ron Kaufman, number one Global Guru in Customer Service. We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. The post Ron Kaufman ranked #1 Customer Service Global Guru 2020 appeared first on Uplifting Service.

Customer Service 69

Customer Service eBook Leadership Meeting 69

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

MAY 10, 2022

When a new customer joins your book of business, there are some things that are known right out of the gate. The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. What is Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

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

Gainsight

OCTOBER 17, 2022

Now that the era of easy money and growth-at-any-cost is over, they are looking to reconnect with the fundamentals of their business models, which in the case of SaaS means ongoing relationships with customers. . You might say it’s time for a customer-centric twist on that classic catchphrase: Keep calm and double down on your customers. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

ClientSuccess

NOVEMBER 11, 2021

In Part 1 of the customer marketing series, we discussed how CSMs can advocate for their customers through customer success stories and reference programs. Through this kind of advocacy work, CSMs can help customers share their stories, thank them for their partnership, and leverage success as a sales tool. Newsletter .

Marketing 52

Marketing Case Study eBook Leadership 52

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89

ChurnZero

NOVEMBER 9, 2021

6 Tips to Improve Customer Onboarding. The proper upkeep and continual improvement of a customer onboarding process are essential to maintain its value over time. When you’re ready to improve customer onboarding , then follow our six tips to enhance the most influential phase of your customer’s journey.

Tips 98

Tips eBook Customer Retention Feedback 98

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

ClientSuccess

SEPTEMBER 28, 2021

While the best parts of working with customers involve forging strong relationships and engagement strategies, there is one downside to the role: customer churn. As hard as you work, there will inevitably be customers who churn throughout your tenure as a CSM. . Why do customers churn?

Leadership 52

Leadership eBook Customers Customer Base 52

Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices. They need proof.

Chief Customer Officer 100

Chief Customer Officer eBook Leadership Culture 100

ClientSuccess

SEPTEMBER 22, 2021

Often, a customer’s life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. These checkpoints can be in-person meetings, quarterly reviews, weekly calls, or however else your team checks in with customers. Keep it short, sweet, and to the point.

Customer Success 64

Customer Success eBook Meeting Resources 64

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Measurement Training 88

Gainsight

APRIL 4, 2023

In the discussion, she outlined the change management process she and her team followed in order to empower hundreds of their Technical Account Managers (TAMs) around the globe to improve customer success outcomes with Gainsight. Leadership was sensitive to the tactical and emotional impact of the change.

Management 52

Management Leadership Customer Centricity eBook 52

Quadient

FEBRUARY 15, 2022

Living journey maps bring your customers' happiness to life. A properly executed living customer journey map is a valuable and versatile tool. But you can’t create an effective journey map without interacting with your customers, because the map is representative of the interactions they have with your brand, from their perspective.

Customer Journeys 59

Customer Journeys Touchpoint Fashion eBook 59

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Where Does Customer Care Sit in All of This?

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No No pressure!)

eBook 52

eBook Leadership Omni-Channel Innovation 52

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

BirdEye

OCTOBER 16, 2020

Buying a car is a big decision and customers want to go with the best. In the experience economy, the dealerships that win offer winning experiences at every point of the customer journey. In this article, we’ll go through five ways you can improve your customer experience , sell more cars, and grow your dealership.

Strategy 98

Strategy Customer Experience eBook Tips 98

ClientSuccess

APRIL 13, 2021

As a main point of contact for many customers, CSMs are often one of the first sounding boards for customer ideas, opinions, and questions. . A critical goal for every CSM should be to establish yourself as a key executive asset for customers and here’s how.

eBook 52

eBook Customer relationships Leadership Course 52

ClientSuccess

MARCH 17, 2021

Today’s CSMs and customer success leaders are masters in juggling multiple plates at once. As customer success has become one of the most visible – and critical – departments within many organizations, CSMs are tasked with acting as a project manager not just for onboarding and implementation but for customer projects throughout a company.

Customer Success 52

Customer Success Case Study eBook Leadership 52

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Value Vectors by Vecteezy.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81