ChurnZero

APRIL 3, 2019

TrustRadius Announces ChurnZero as a 2019 Top Rated Award Winner in Customer Success Category. We’re excited to announce that ChurnZero has been awarded a 2019 Top Rated Customer Success Software by TrustRadius. About TrustRadius: Established in 2013, TrustRadius has become the most trusted site for B2B software reviews.

Software 15

Software Customer Success Effort Score B2B 15

SurveySensum

OCTOBER 27, 2020

Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

Totango

MAY 27, 2022

Another difference from the sales-led growth strategy is that when you let your product-led growth, your sales process works in tandem with the entire customer-facing side of your business. Your marketing, sales, customer service, and customer success teams all help support a satisfying experience of your product that will promote a purchase.

Customer Retention 126

Customer Retention Sales Software Strategy 126

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. The event consisted of a panel discussion.

Customer Success 48

Customer Success Chief Customer Officer Groups Customers 48

NICE inContact

AUGUST 4, 2016

The inContact Connector for Skype for Business is supported with both Microsoft Lync 2013 or Skype for Business 2015 or later. Please get in touch with your Customer Success Manager or simply contact us ! Interested?

Contact Center 122

Contact Center Tools System Communication 122

Gainsight

OCTOBER 5, 2021

And how has customer success evolved since its introduction in 2013? The evolution of customer success happened in three stages, and each played a critical role in where we’ve been and where we’re going. Shift One: A Change In Customer Experience. In each instance, the customer initiated the engagement.

Customer Success 45

Customer Success Customers Leadership Sales 45

Amity

JULY 14, 2017

The goal of any career transition is to reach what “ The First 90 Days ” (highly recommend this book) calls the break-even point - the “point at which you have contributed as much value to your new organization as you have consumed from it” (Watkins, 2013). Unlearn what Customer Success means to you.

Customer Success 54

Customer Success Customers Communication Report 54

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success. How do we know?

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Lincoln Murphy. Aaron Thompson. Alex Farmer.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Bill Quiseng

JULY 28, 2014

Happy Employees = Happy Customers = Successful Business. Cayzu is a cloud-based helpdesk software solution that allows any business to easily manage all their customer service needs through email, phone, website, Facebook, Twitter and even mobile. Ben is the Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). .

Customer Service 126

Customer Service Hotels Social Media Software 126

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Metrics Sales 0

Gainsight

FEBRUARY 16, 2021

I joined our two founders ( Jim Eberlin and Sreedhar Peddineni ) very early (around $100K ARR) before officially launching Gainsight in 2013. To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short.

Chief Customer Officer 64

Chief Customer Officer Conference Customer Success Software 64

Education Services Group

DECEMBER 10, 2019

Since 2013, the Customer Success Association has been hosting Customer SuccessCon , a conference designed to look at the current state of the profession and into its future. It brings together some of the most experienced and forward-thinking minds in the Customer Success community. Part 4: Growth.

Customer Success 40

Customer Success Exercises Sports Competitive Advantage 40

Storyminers

JULY 6, 2020

For over a decade, he has helped hundreds of companies accelerate growth by optimizing the Customer Lifecycle, from customer acquisition to retention to account expansion and advocacy. He authored the Customer Success book for Wiley! By 2013, her book eBay For Dummies was one of the best sellers on the topic.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind Customer Success.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind Customer Success.

Customer Success 52

Customer Success B2B Metrics Sales 52

transcosmos Information Systems

FEBRUARY 13, 2018

Lafley was the CEO of multinational consumer goods company, Procter & Gamble , from 2000 to 2009 and from 2013 to 2015. Lafley cared so much for P&G customers that he wanted P&G products to build on their personal lives and experiences. Making Customer Success Happen. Alan George “A.G.”

Customer Care 84

Customer Care Customer Centricity Policies Customers 84

ChurnZero

AUGUST 25, 2020

Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . Nick Mehta, Gainsight Nick ( @nrmehta )is CEO of Gainsight , the Customer Success company.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

Dapresy

MAY 15, 2019

I graduated from Linköping University in 2013. I started in our support team, which I then managed until January 2019, when I started working as one of our Customer Success Managers. I’m Emma Daréus. I studied Statistics and Data Analysis and started working for Dapresy directly after my graduation.

Social Media 67

Social Media Analytics Analysis Study 67

Storyminers

JULY 6, 2020

For over a decade, he has helped hundreds of companies accelerate growth by optimizing the Customer Lifecycle, from customer acquisition to retention to account expansion and advocacy. He authored the Customer Success book for Wiley! By 2013, her book eBay For Dummies was one of the best sellers on the topic.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Amity

DECEMBER 20, 2013

Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service. The last 12 months have been an intense and exhilarating ride!

Customer Centricity 48

Customer Centricity Customer Success Customer relationships Tips 48

Education Services Group

OCTOBER 28, 2020

Capturing and reacting based on your customers’ expected business outcomes are integral part of Customer Success. Therefore, during a Quarterly Business Review (QBR), customers are asked what their desired business outcomes are. Since 2013, Irit has been pivotal in shaping Customer Success best practices.

How To 45

How To Chief Customer Officer Customer Success Customer Retention 45

Gainsight

APRIL 27, 2022

I decided to write this post to capture what I’ve heard over the years—from 2013 to 2022, from Series A VC funded to our Vista Partnership, from the San Francisco Bay Area to Hyderabad. We didn’t quite realize that when we launched Gainsight in 2013, we not only had to build software, but we had to help create a whole new industry.

Chief Customer Officer 52

Chief Customer Officer Conference Video Software 52

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” To get pumped up, we thought we’d share our top 10 moments from the last 10 years of defining the customer success industry at Pulse.

Industry 52

Industry Conference Fashion Customer Success 52

Eptica

AUGUST 21, 2019

Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Why the future of customer service is AI and humans together.

Meeting 66

Meeting Advertising Consumers Comparison 66

Gainsight

JUNE 17, 2020

We defined our Values in a tiny conference room in Mountain View, CA when we launched Gainsight in 2013. Thousands of companies realized that their businesses would only survive if their customers did. The downturn doubled down on the notion that business success requires customer success.

Leadership 107

Leadership Government Airlines Hotels 107

Customer Bliss

MARCH 8, 2018

Charlotte is a Customer Experience specialist who combines strategic marketing and sales with a pragmatic operational approach.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Gainsight

MAY 7, 2020

Given that retaining customers is more important than ever , your Customer Success teams are likely in situation #3 – doing more with the same or less. In our client base, prior to the crisis, we had noticed a renaissance of focus on Customer Success and Customer Experience.

Software 59

Software Customer Experience Survey B2B 59

Gainsight

NOVEMBER 2, 2022

Traditionally, it was revenue, profit, and cash, and now we’re going into more leading metrics—customer lifetime value is important, and CSAT [customer satisfaction] scores.”. “We We started in 2013,” said Tandan of Gainsight, Inc., a tech company that offers a customer success software platform. “We

Retail 52

Retail Metrics Software Customer Success 52

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Effort Score 59

Effort Score Chief Customer Officer Tips Return on Investment 59

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Seaton CX

JANUARY 4, 2024

When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue. ” The role of support, the authors conclude, isn’t to increase customer loyalty, but rather to mitigate disloyalty.

B2B 52

B2B Airlines Case Study Roadmap 52

AWS Machine Learning

MARCH 15, 2024

He entered the big data space in 2013 and continues to explore that area. Prachi has experience in multiple domains, including healthcare, benefits, retail, and education, and has worked in a range of positions in product engineering and architecture, management, and customer success.

Healthcare 121

Healthcare Training Leadership Data 121

CX Centric

MAY 31, 2024

Use of Multiple Sources of Customer Data Customer obsessed companies use data obtained from multiple sources to get to know and show that they know each customer. In a customer success culture, organization success is dependent on, and flows from, customer success.

Customer Experience 52

Customer Experience Company Strategy Government 52

ClearAction

DECEMBER 11, 2016

No wonder getting in-tune is the number 1 success factor for strong business results in customer experience management. 2 ClearAction Business-to-Business Customer Experience Management Best Practices Study , 2010-2013. Image purchased under license from Shutterstock.

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23