ChurnZero

AUGUST 17, 2021

Of course, those of us in the Customer Success industry know that CS has become a very popular practice, department, and role specifically over the last 5-6 years, but what does this growing interest in the topic really look like? So, let’s take a look at interest in “Customer Success” as a search term on Google over time. .

Trends 52

Trends Customer Success eBook Industry 52

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

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 52

Metrics Customer Success Net Promoter Score Effort Score 52

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 52

Metrics Customer Success Net Promoter Score Effort Score 52

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

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

Natalie Petouhof

AUGUST 9, 2015

Customer Success Management Field Sees Tremendous Growth. Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees five big themes in customer success management (see Figure 1) [1] : Delivering a brand promise instead of a product or service requires new approaches.

Customer Success 40

Customer Success Sales Management Analytics 40

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

Natalie Petouhof

SEPTEMBER 1, 2015

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Customer Success Management Field Sees Tremendous Growth. Five Areas Needed to Master Customer Success Management.

Sales 40

Sales Customer Success Management Advertising 40

Clarabridge

DECEMBER 7, 2016

Constant Contact offers email marketing software that helps our customers to create effective email marketing and other online marketing campaigns to meet their business goals. Simply put, we empower small businesses and non-profits to grow customer relationships and succeed. About Chris Rogers.

Feedback 81

Feedback Survey Case Study Analytics 81

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

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. He authored the Customer Success book for Wiley!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

ProProfs Chat

AUGUST 24, 2018

After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Inaction, rudeness and failure to take ownership of their mistakes – these are just some of the negative approaches to customer success that have left a black mark on many organizations.

Customer Service 74

Customer Service Customer Experience How To Policies 74

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. He authored the Customer Success book for Wiley!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Waypoint Group

FEBRUARY 4, 2016

In short, Dell found that there were critical gaps in meeting customers’ expectations for order delivery, and decided to do something about it. A better KPI: Rather than just focusing on NPS (an outcome that measures customer relationship strength) Dell decided that a leading KPI was critical. 2 key take-aways: 1.

Net Promoter Score 40

Net Promoter Score Metrics B2B NPS 40

Clarabridge

DECEMBER 7, 2016

Constant Contact offers email marketing software that helps our customers to create effective email marketing and other online marketing campaigns to meet their business goals. Simply put, we empower small businesses and non-profits to grow customer relationships and succeed. About Chris Rogers.

Feedback 40

Feedback Survey Case Study Analytics 40

Clarabridge

MARCH 30, 2017

Constant Contact offers email marketing software that helps our customers to create effective email marketing and other online marketing campaigns to meet their business goals. Simply put, we empower small businesses and non-profits to grow customer relationships and succeed. About Chris Rogers.

Survey 40

Survey Customer Experience Strategy Analytics 40

Tricia Morris

AUGUST 21, 2015

When asked what will be the most important business priority in their organization 12 months from now, respondents said (1) building strong relationships with customers over (2) promoting the company, product and/or brand. Customer experience is how a customer feels about a company over time. Ray” Wang. Kate Leggett.

CRM 40

CRM Customer Focused Self Service Conference 40

SmartKarrot

JULY 27, 2020

Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Chief Customer Officer 2.0: Customer success blogs have a lot to do with customer success software and customer success association.

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 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 18, 2022

CloudCherry is a cloud-based CRM ( customer relationship management ) company that assists its clients’ tracking and enhancing their customer engagement. It maps customer journeys, collects omnichannel input, and calculates Net Promoter Score to help organizations track and enhance customer engagement.

Company 11

Company e-support Customer Journeys CRM 11

Retently

MAY 9, 2024

Customers are people who ultimately want to talk to other people when they have issues, suggestions and questions. FAQs and an automated chat system can save time and reduce costs, but can also severely hurt your customer retention rate. As estimated in 2014 , US-based businesses lost $83 billion every year due to bad customer service.

Customer Retention 120

Customer Retention B2B Customer Journeys Loyalty Programs 120

ProProfs Chat

AUGUST 8, 2019

In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. To be customer-obsessed and serve them the way they expect a brand to serve them, requires in-depth knowledge on them and their activities with the brand. So what do you take away from this customer success story?

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

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