One Millimeter Mindset

SEPTEMBER 11, 2018

Communication between leadership, management and front line employees. 1st LinkedIn message] Hi Babette, I understand you’re the author of Sales Aerobics for Engineers Blog. I’m working on groundbreaking XXX technology for B2B sales and marketing. Social communication etiquette is going over the top. Have you noticed?

Communication 167

Communication Social Media B2B Conference 167

Customer Bliss

JULY 11, 2017

The Ad/commerce space is a major revenue driver at Google, so it was close to a ‘power core’ there and allowed her to work with sales as well. Some include: Customer satisfaction. Customer retention. The Google role allowed her two major advantages: She could understand a full ecosystem of experiences.

Leadership 0

Leadership Customer Experience Report Innovation 0

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52

Sales Case Study Study Customer Success 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

One Millimeter Mindset

SEPTEMBER 24, 2018

Then again, when customer conversations stray dangerously close to the constraints of what is comfortable, why not at least pursue what just might be possible? When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? If not today, tomorrow?

Strategy 213

Strategy B2C Customer Retention B2B 213

One Millimeter Mindset

SEPTEMBER 17, 2018

In today’s digitally transforming customer ecosystems, the customer interacts with people, software, systems and machines. Through sensor-based feedback loops displayed on screens in B2B as well as B2C settings. Customer service delivery is everyone’s job responsibility. Virtually face-to-face or actually face-to-face.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. But training can pay dividends before a sale, leading to many more of them. Thought Leadership Think of any well-established company.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

CSM Magazine

JULY 22, 2021

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. Gone are the days of static one-sided advertising that speaks at the customer. Growing Customer Retention.

Brands 98

Brands How To Advertising B2C 98

Gainsight

JUNE 8, 2022

Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. Some questions that should be top of mind for a customer-centric company include: . Who owns the customer onboarding? .

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

One Millimeter Mindset

SEPTEMBER 20, 2018

As a result, even when the contract is consummated, these customer types continue to second-guess us and reinforce their self-importance. Toxic demanding customers like to butt heads. As their leadership communication strategy. Over time, their leadership style compromises the growth of their own organizations.

Strategy 70

Strategy B2C Leadership Customer Retention 70

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Strategy 396

Strategy Customer Experience Net Promoter Score Customer Centricity 396

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

One Millimeter Mindset

SEPTEMBER 27, 2018

3 Ways Your Value Added Customer Experience Efforts are not Valued. 2 Ways We create Innovatively Unforgettable Customer Experiences. 3 Ways to improve Your Customer Retention Scorecards. Are We Storytelling compelling Customer Retention Experiences? Social Communication is not permission to Sell.

Customer Retention 70

Customer Retention B2C B2B Customer Success 70

ChurnZero

JUNE 7, 2019

As he moved into growth-stage SaaS at PeopleMatter and Snag, Jason pointed his focus to driving revenue growth and customer outcomes. His experience across sales, marketing, product and customer success have allowed him to help clients focus on customer-first experiences. Q: What drew you to working in Customer Success?

Customer Success 73

Customer Success B2B Tips Consulting 73

SmartKarrot

FEBRUARY 1, 2022

The struggle to convince your senior leadership team to invest in customer experience has always been there for decades. Many company leaders say that customers come first, but they get more worried about tapping into new markets, sales, talent management, or process optimization when it comes to implementation.

Leadership 21

Leadership Customer Experience Customer Success B2B 21

Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

SmartKarrot

SEPTEMBER 18, 2020

In B2B SaaS or any other business per se, the competitive advantage is an attribute that allows a company to outperform its competitors. However, customer success is proving out to be one of the main for the B2B SaaS business model. Cost leadership strategy Differential strategy Focus strategy. Cost leadership strategy.

Competitive Advantage 14

Competitive Advantage B2B Customer Success Company 14

Beyond Philosophy

AUGUST 30, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Fully allocated costs may well show that the profit in a transaction with a customer that comes back voluntarily may be 10 times the profit realized from a customer that responds to advertising and other persuasion.” The Case for Strengthening Sales Governance.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success drives exponential growth. Because growth comes from an amazing customer experience. Yes, and when managed efficiently Customer Success can deliver exponential growth not just incremental. Well, how can you grow your business through current customers? Additional Read: Why is customer retention important.

Customer Success 52

Customer Success Touchpoint Customers Metrics 52

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Hubspot is an incredible organization that understands both the customer and employee experience. That couldn’t happen without impeccable leadership. Sales and CS. We are about CS Operations.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you are focused on customer retention, then you need to know the answer to?the

NPS 96

NPS Net Promoter Score Company Feedback 96

Gainsight

JULY 16, 2020

The genesis of Valuize lies in Ross’ nearly 20 years of seasoned experience in launching new business models in enterprise B2B software vendors and services providers. I became a student of subscription unit economics and how both sales and customer success strategies could make or break this type of business model.”.

B2B 52

B2B Customer Journeys Software Customer Success 52

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

One Millimeter Mindset

OCTOBER 10, 2018

Babette Ten Haken’s One Millimeter Mindset speaking programs showcase how collaboration catalyzes purposeful personal development and business growth in today’s digitally transforming B2B and B2C environments. Create a more engaged and profitable workforce relentlessly focused on customer success and customer retention.

B2C 69

B2C Customer Retention Customer Success B2B 69

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sports 99

Sports Sales Strategy Net Promoter Score 99

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Education Services Group

OCTOBER 4, 2022

CS organizations group customers into segments based on common characteristics such as industry/vertical, number of employees, geographic location, annual revenue, contract size, the list goes on and on. There’s also another whole component to engagement tiers that some may be forgetting.

Customer Success 52

Customer Success Financial Strategy Exercises 52

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer Metrics 57

Waypoint Group

MAY 23, 2018

Many Customer Success teams measure their performance via customer retention and expansion rates. A good CS leader needs to know how well team members are strengthening customer relationships. And they need to know it well in advance of a renewal / sales event.

Measurement 40

Measurement Customer Success Metrics B2B 40

Truthlab

APRIL 23, 2019

Whether that’s same day delivery with their Amazon Prime membership or frictionless B2B customer experiences, from the buy cycle all the way through to solving day-to-day support problems. Many of the common failures in customer service and sales funnels originate in one or two specific areas.

Omni-Channel 54

Omni-Channel Customer Journeys Multi-Channel Touchpoint 54

Education Services Group

OCTOBER 27, 2020

Quite eye-opening, I learned that 80% of B2B Sales interactions between suppliers and buyers will occur via digital channels by 2025. Digital Engagement is arguably one of the most critical pieces of a customer journey. There must be constant CS education across the board – this includes support and sales!

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss. Peter Armaly.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Amarachi Ogueji. Anita Toth. Donna Weber.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. Dave is an industry veteran and early leader for Customer Success Management.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

JANUARY 5, 2022

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. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Rick Adams.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Amity

JULY 13, 2016

He writes for entrepreneurs and startups on topics such as viral marketing, SaaS metrics, building a sales and marketing machine, techniques for lowering the cost of customer acquisition, etc. Glide Consulting - Glide helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams.

Customer Success 48

Customer Success Consulting Tips Resources 48