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

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice?

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

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

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice?

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

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

CSM Practice

FEBRUARY 12, 2020

This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. Qualitative data is obtained from customer-facing teams and personnel. This includes the support team, customer success team, delivery or service team, and account managers. Qualitative Data.

Strategy 52

Strategy Data Customer Success Customer Centricity 52

Wootric CX Blog

MAY 12, 2020

When it becomes a firehose, you are ready for text analytics to tell you what your customers are feeling and what they care most about. . In 2014, Airbnb increased bookings from their referral program by more than 300% per day. You could do the same thing with marketing campaigns or new customer success hires.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

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

Influitive

FEBRUARY 12, 2021

In a recent episode of our customer success webinar series, How Blackbaud build a thriving advocate community, I had the opportunity to chat with Tim Newborn, Customer Advocacy and Engagement Manager at Blackbaud.

Engagement 59

Engagement Software Customer Success Management 59

Retently

MAY 9, 2024

Personalizing customer interactions, offering exceptional customer support, and proactively addressing concerns are key components that boost customer retention and trust in B2B markets. Customers are people who ultimately want to talk to other people when they have issues, suggestions and questions. But don’t stop there.

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

Gainsight

OCTOBER 15, 2020

Gainsight is part of those unique breeds of businesses that have accomplished this by helping create the category of customer success, and the solution—Gainsight CS. Terminus is an end-to-end account-based marketing platform (ABM) used by the world’s largest and most successful companies. One such company is Terminus.

Customer Success 40

Customer Success Marketing Customer Centricity Software 40

Thematic

SEPTEMBER 6, 2018

The larger the number of advocates for the product, the lower the customer acquisition costs for the company, and the more effective customer success team will be.” Still today, NPS is integrated into Symantec’s business, and a big part of its customer-centric culture. Just 2% of guests were detractors!

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Gainsight

MAY 7, 2019

In 2014, he founded the Lean Product Silicon Valley community which has over 7,800 members who gather monthly to discuss how to apply Olsen’s principles when building products. Pulse 2019 is the place for Product veterans and aspiring leaders alike to learn best practices to cultivate customer-centric product experiences.

Industry 49

Industry Conference Consulting Fashion 49

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. The More Things Change, the More They Stay the Same.

Social Media 45

Social Media Conference NPS Hotels 45

Elevio

APRIL 12, 2017

This post is part of Inside Support , a new blog series featuring customer happiness leads from companies that have outstanding experiences in customer success to share. We go into detail on how their support team works, share their dedication to customers, and a way for everyone else to learn how big players do it.

Effort Score 40

Effort Score Airlines Course Measurement 40

SmartKarrot

JANUARY 28, 2022

It was transformed into the #GiveFirst hashtag at Techstars around 2014. . Applying this concept to the customer success field provides a fresh perspective to the CSMs. Applying this concept to the customer success field provides a fresh perspective to the CSMs. GiveFirst and Customer Success.

Customer Success 10

Customer Success Management Social Media Loyalty 10

SmartKarrot

SEPTEMBER 10, 2020

When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. Supervising all customer-facing teams.

Chief Customer Officer 10

Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

SmartKarrot

JANUARY 25, 2022

Founded in 2014, Employment Hero is a SaaS-driven human resource management software. They provide their customers with a unified, powerful, and low-code-designed platform to help them make optimized, customer-centric , and situation-aware business decisions. Headquarter: Canberra, Australia. Founder/ CEO: Andrew Parnell.

Company 10

Company Self Service Innovation Hotels 10

CSM Magazine

JANUARY 31, 2025

I am impressed by the team’s customer-centric approach to innovation, and their AI advancements. With a deep commitment to innovation and a focus on customer success, SuperOps equips MSPs with the tools they need to streamline operations, enhance service delivery, and scale their businesses.

Tools 52

Tools Marketing Innovation B2B 52

Bold360

NOVEMBER 21, 2016

“While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40