ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. SaaStr (@saastr) August 29, 2019. Bill Cushard (@billcush) August 29, 2019. . Respect Your Customer. Q&A happening now!

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success ROI Sales Groups 64

ChurnZero

JANUARY 11, 2019

It’s no secret that Customer Success and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly. 1 – Product Doesn’t Care About Our Customers. Click here to read five misconceptions Product has about Customer Success.

Customer Success 45

Customer Success Roadmap Return on Investment Feedback 45

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ClearAction

OCTOBER 25, 2022

Account: how managers are accountable for application of CX insights reveals your CXM ROI. It’s for everyone who collects and manages insights: Marketing, Customer Experience, Customer Success, Customer Service, Partner Experience, and Employee Experience teams. Your assessment scores can range from 0 to 200.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

ChurnZero

JANUARY 25, 2019

Ready, Set, Customer Success! We may already be a couple of weeks into the new year, but it’s not too late to kick things off with a bang and help ensure growth for you, your customers, and your company. Customer Metrics – It’s obvious as a CSM your job is to help bring value to the customer, but how do you track that?

Net Promoter Score 45

Net Promoter Score Return on Investment Metrics NPS 45

ChurnZero

JANUARY 18, 2019

ChurnZero Resource – ROI Calculator. As we strategize for the new year ahead, it’s time to make sure you are investing for your Customer Success team wisely. This calculator simulates the potential return on investment that you could realize by implementing ChurnZero’s customer success platform.

Return on Investment 49

Return on Investment Customer Centricity Culture ROI 49

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98

West Monroe

JUNE 27, 2019

Attending the Gainsight Pulse 2019 conference was a clarifying moment for anyone uncertain if the customer success mandate has reached maturity. Finding the Right Organizational and Responsibility Alignment Between Sales, Customer Success, and Renewals.

Customer Success 40

Customer Success ROI Conference Customer Centricity 40

Centercode

JANUARY 28, 2019

On an intuitive level, company leaders understand the necessity of Customer Validation. But actually proving the worth of a customer testing program can be a challenge. Sixty percent of survey respondents who said that showing returns from their customer testing program is challenging don’t have mature processes in place.

Tips 63

Tips Analysis ROI Metrics 63

SmartKarrot

AUGUST 2, 2022

Digital marketers and B2B SaaS organizations both value engagement metrics. You will want to know how users interact with your software once they have started using it so you can raise app engagement metrics and profitability. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

B2B 10

B2B Analytics ROI Customer Success 10

SmartKarrot

AUGUST 12, 2021

With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality. In this context, many organizations are leveraging AI to boost their customer experience (CX) with more innovative techniques. A tremendous shift in decision making.

Customer Experience 11

Customer Experience Automotive Chatbots e-support 11

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He authored the Customer Success book for Wiley!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He authored the Customer Success book for Wiley!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

Gainsight

JUNE 10, 2021

It’s a symbol that people are focused on learning more about customer success. They helped their business and customers not only remain stable, but also thrive during the challenging COVID-19 pandemic economy. . Nominated by Pam, Sutela, Customer Success Operations Manager, Sonotype, Inc.

Software 52

Software Customer Success NPS Leadership 52

Gainsight

AUGUST 10, 2020

Imagine how excited I was last year when Gainsight and over 60 of the top Customer Success executives in the world decided to pay us a visit for the 2019 Pulse CxO Summit. As the leaders of Customer Success and Product Experience, we at Gainsight feel an obligation to the executives, customers, and the industry as a whole.

Leadership 59

Leadership Groups Customer Success Hotels 59

SmartKarrot

APRIL 24, 2020

When the convergence of low customer retention rates and higher churn, creates a deadlock in business growth, ‘ client success manager ’ comes in. What is Client Success? When talking with respect to B2B businesses, the term is often rephrased as client success. . That’s what we are working towards customer success.”.

Management 11

Management Net Promoter Score Customer Retention Customer Success 11

Gainsight

MAY 18, 2020

Just nine short weeks after deciding to transform the much-loved Pulse event into an online experience, we hosted over22,000 Customer Success and Product professionals from 50+ states/countries. The two big questions I get more than any other are around cost and ROI. That’s a wrap on #PulseEverywhere 2020. per person net.

ROI 105

ROI Multi-Channel Video Entertainment 105