Beyond Philosophy

APRIL 12, 2024

They play the tech card, crunching data to determine “personalized” offerings—not always a slam dunk. The Differences Between Small vs. Big Business Tactics: Uncover how small businesses ace personalization in face-to-face talks while larger corporations use tech and the tradeoffs involved. But big companies?

User Experience 88

User Experience Customer relationships Data Connections 88

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

Innovation 88

Innovation Video CRM Customer Success 88

Totango

NOVEMBER 8, 2023

Create a 360-degree view of the customer Truly understanding customers and delivering them an exceptional experience requires unifying data from across the organization: sales, support, customer success, marketing, finance, and product. Check out our full list of technology partners or request a new integration.

Data 94

Data Analytics Customer Retention Software 94

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. What do these four pairs have in common?

Chief Customer Officer 94

Chief Customer Officer Customer Centricity Metrics CRM 94

Storyminers

AUGUST 28, 2017

I was invited to ask questions of the customer experience leaders on their success tactics. AR/VR/AI and other tech is under scrutiny here, but on a low-risk, low-cost basis. My take: Clorox’s decision to use tech with purpose is smart. AI, according to Milliken, may offer the earliest promise. Makes sense.

Brands 350

Brands Healthcare Roadmap Exercises 350

Integrity Solutions

FEBRUARY 1, 2024

Is sales still a viable profession today? While the selling environment has undergone some pretty dramatic changes in recent years, if anything, they’ve only heightened the need for sales professionals who care about, can connect with and actively listen to their customers. Is it something needed or that people even want to do?

Sales 106

Sales Self Service Training Connections 106

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed. We turn to tech for many reasons — and we expect a LOT from tech.

Technology 62

Technology Customer Success Consulting ROI 62

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Customer Success 102

Customer Success Tips Self Service Customer Journeys 102

ChurnZero

NOVEMBER 11, 2022

Customer Success is gaining ground, influence, and budget within organizations. However, CS departments remain underfunded, especially when it comes to their tech stack. Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date.

Study 98

Study Leadership Trends Customer Success 98

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. Customer Success is a rapidly evolving function. As an industry, it is fast-moving and outgrowing the tech! Yet, Customer Success is often undervalued and underfunded. Revenue is there, where Customer Success is.

Customer Success 98

Customer Success How To CRM Software 98

Integrity Solutions

OCTOBER 23, 2023

One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. And then a funny thing happens: They realize they like doing sales. “To become successful in sales, you need a lo t of networking.

Sales 114

Sales Connections Feedback Banking 114

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. That’s just the simple truth.

Sales 73

Sales Training Financial Travel 73

TechSee

MAY 10, 2021

Our global sales team currently stands at 30, predominantly based in North America, the UK and throughout Europe. Our TechSee Sales Superstars are enterprising, resourceful, experienced and ambitious individuals who collaborate across functions (BD, Sales, Account Management, Pre-Sales, Customer Success) to deliver exceptional results.

Sales 109

Sales ROI Contact Center Culture 109

TechSee

AUGUST 14, 2023

She has published more than 350 articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers. and the United Nations. Follow on LinkedIn

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

MARCH 7, 2023

Kate Johnson, President & CEO, Lumen Technologies – Kate has a proven track record of driving business and digital transformation success at the world’s top Fortune 100 technology companies. Sabine was recently recognized as a nominee for Sales Confidence’s TOP 50 UK SDR Managers of 2022.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ChurnZero

MARCH 9, 2023

Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job. When the survey asked, “What does your tech stack look like?”

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Don’t put your tech stack before your customer journey. The Customer Success tech stack is misunderstood. Software vendors want in.

Conference 98

Conference Customer Success Leadership Sales 98

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Leadership Case Study Sales 98

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. That’s just the simple truth.

Sales 64

Sales Training Financial Travel 64

Totango

NOVEMBER 3, 2022

Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map. If you let your customers meander around with no direction, they aren’t going to be very successful long term,” she said. Deliver day 1 value. Deliver business outcomes, not cadence calls.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. This is, in essence, Digital Customer Success.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

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

MARCH 13, 2023

That means the recent era of rubber-stamped “APPROVED” on requests to bulk up a company’s tech stack are over—for now. It’s also a pretty sure bet that your CFO is going to be asking you to cut out tech spend fat—real or perceived. Here are Mosgofian’s top five takeaways for navigating this new normal of tech spend cuts.

Management 52

Management eBook Software Tools 52

ChurnZero

MARCH 9, 2023

Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job. When the survey asked, “What does your tech stack look like?”

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Effort Score Roadmap Software 52

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. My Comment: I’ve been studying how different brands are creating successful loyalty programs. This concept is easier to deliver than ever, thanks to how we collect data and track customers.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Customer Success 98

Customer Success Effort Score Tools Self Service 98

ChurnZero

JUNE 14, 2023

.” When times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow. It’s a company-wide goal, but the team in the spotlight is customer success (CS). In a growing market, your sales team takes the lead in bringing in new sales. While 83.1%

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

CSM Magazine

FEBRUARY 14, 2024

This level of detail helps marketers to understand which marketing actions get the most leads or sales. Understanding how tracking calls helps solar promotion plans is crucial for success. Then, you can change your marketing stuff and sales talk to deal with them. Keep an eye on call results, such as sales or appointments made.

Analytics 52

Analytics Marketing Strategy Social Media 52

Gainsight

MARCH 4, 2022

They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. As we looked back over the 2020 season, we realized there were incredible insights on customer success and life in general as people adjusted to a different work-life balance. Balance and Focus.

Culture 97

Culture Customer Success Healthcare Study 97

Education Services Group

FEBRUARY 9, 2021

Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. Who will win this tech tool showdown? Let’s get ready to…explore some tech tools!

Tools 52

Tools Customer Success CRM Sales 52

ChurnZero

MARCH 20, 2023

We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. GRR excludes expansion revenue which can mask churn and the true performance of the Customer Success team. said Customer Success; 19.2% said sales; 8.9% said Customer Success; 33.3%

Sales 52

Sales Customer Success Management Study 52

ChurnZero

MARCH 20, 2023

We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. GRR excludes expansion revenue which can mask churn and the true performance of the Customer Success team. said Customer Success; 19.2% said sales; 8.9% said Customer Success; 33.3%

Sales 52

Sales Customer Success Management Study 52

Integrity Solutions

JUNE 23, 2020

All tech companies want to build a world-class culture, and front-line managers play a pivotal role. With sales booming, several top salespeople were promoted to manager roles, and the expectations were high. With sales booming, several top salespeople were promoted to manager roles, and the expectations were high.

Sales 85

Sales Company Management Employee Engagement 85

Gainsight

APRIL 15, 2022

In a world where SaaS and tech are transforming businesses with recurring revenue models and subscription-based products and services, even the most established enterprise players need to adapt. But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! Get Alignment.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Gainsight

OCTOBER 21, 2022

In his otherwise exceptional book Amp It Up, Slootman has a section about why companies don’t need customer success teams. Slootman’s argument is basically that customer success is everyone’s job. He says companies should fix the underlying issues that prevent clients from being successful—e.g., product, support, etc.

Software 52

Software Customer Success Sales Comparison 52

Gainsight

SEPTEMBER 28, 2022

The 12-year tech bull market ended with a crash. The priorities that customer success teams live and breathe every day are now the top CEO and investor priorities. In a world of stagnant or declining sales, the work of post-sales and customer success teams has never been more important. First, the bad news ….

Customer Experience 52

Customer Experience Self Service Customer Success Sales 52