ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

Totango

JULY 23, 2021

Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used.

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. As you grow and as your customers mature, so too should your segmentation. Turn on video when running a customer call! Involve Product.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ChurnZero

MAY 11, 2021

The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. . Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . Customer Success Around the Web.

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. Wait…what???

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Totango

NOVEMBER 3, 2022

That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference. Start with defining the customer journey. Be sure to watch the full video below for even more helpful tips. .

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Madeline Evans, Digital Customer Success Manager. Joshua Robitaille, Customer Success Program Manager. Customer Content: Video + No CTA = A-Ok.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Do you see the pattern?

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! By providing real-time, in-app guidance, you can create a seamless and intuitive customer journey that can be managed across all customer-facing departments.

Communication 89

Communication Customer Success Conference Customer Journeys 89

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 85

Customer Success Customer Journeys Guidelines Customers 85

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. How to play offense as a customer success leader.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

Customer Bliss

JULY 19, 2019

In today’s episode, we take a look at how Lucy Norris , Executive Vice President, Chief Customer Success Officer at Genesys and Daniel Coullet , Senior Vice President of Customer Success and Experience at PTC , handled the first year in their role. Listen to Your Customers’ Direct Feedback.

Employee Experience 160

Employee Experience Customer Experience Customer Success Conference 160

Education Services Group

MAY 20, 2022

I lock my laptop and go into a conference room to answer. I see a lot of chasing in Customer Success: chasing metrics that our data doesn’t support, chasing insight, chasing answers to the reason customers churn, and chasing a haven of exemplary plays and processes to mitigate risk and drive value. Justin…don’t be mad.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Clarivate

MAY 10, 2017

The new Customer Journey Dashboard feature allows users to view some of the most important reports for each customer journey map on a single screen. The new Customer Journey Dashboard feature allows users to view some of the most important reports for each customer journey map on a single screen.

Customer Journeys 40

Customer Journeys Conference Customer Success Software 40

Gainsight

AUGUST 17, 2020

In the Customer Success world, as one CS exec told me recently, it’s become clear that “this is our moment.” With new business sales slowing and clients needing more help than ever, Customer Success has proven to be existential in 2020. CS 2020 Requires Alignment Across Customer Success, Sales, and Product.

Customer Success 94

Customer Success Company e-support Sales 94

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Find out the moments of value in a customer journey. Let’s find out.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Sales 98

Sales Customer Success Conference Customers 98

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. That’s where Customer Success comes into play. That’s Totango’s mission.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

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

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing.

Customer Success 74

Customer Success Technology Conference Competitive Advantage 74

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

Resources 80

Resources Customer Success Customers Customer Retention 80

Totango

APRIL 1, 2022

With Totango’s Customer Experience Canvas , your entire company can collaborate in one shared workspace. It is a place where team members from every department – from Customer Success to Marketing to Sales to Product and more – can effortlessly align, share, activate and show off customer campaigns and programs in real-time.

Customer Experience 126

Customer Experience How To Conference Customer Journeys 126

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? It covers multiple respondent types, multiple moments in the customer journey, and multiple ways internal teams use this number. Here’s why.

Customer Success 98

Customer Success NPS Net Promoter Score Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? It covers multiple respondent types, multiple moments in the customer journey, and multiple ways internal teams use this number. Here’s why.

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

Education Services Group

DECEMBER 21, 2021

What teachers might not realize is that the skills they’re developing in the classroom are transferable to a career in Customer Success. So, I’ve developed a handy reference guide to help you transition your career from teaching to Customer Success. Customer Success (CS) Term: Success Plan.

Customer Success 52

Customer Success Customer Journeys Conference Metrics 52

Totango

NOVEMBER 26, 2024

It may not be right now, but it’s time to start the discovery process on how AI-powered tools can help you better understand the entire customer relationship so optimizations translate to long-term value and business growth. A sentiment that was heard over and over again on the conference floor.

Tips 62

Tips Conference Financial Tools 62

Totango

JUNE 6, 2018

Customer Success Buzz at TSW. Customer success is hot. Notably, over 50% of the attendees at TSIA’s Spring Technology & Services World (TSW) event this year were in customer success. Organizations are finally recognizing they cannot afford to ignore their most important asset – their customer.

Customer Success 48

Customer Success Conference Trends Measurement 48

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. The hard part is deciding which conferences are actually worth attending. Customer SuccessCon.

Conference 40

Conference Customer Success Hotels Customer Centricity 40

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. The hard part is deciding which conferences are actually worth attending. X4 Experience Summit.

Conference 40

Conference Customer Success Hotels Customer Centricity 40

ChurnZero

NOVEMBER 3, 2020

Just last month we hosted our first ever virtual conference – BIG RYG 2020. Throughout the conference we conducted a series of audience poll questions, that related to the session topics. We received poll responses from over 800 Customer Success professionals who also attended the conference. .

Conference 98

Conference Customer Success Leadership Customer Journeys 98

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Wootric CX Blog

MAY 4, 2020

Three years ago, I wrote a post on “ How to start a customer success program from scratch ” and outlined all the reasons to do so: . The potential for a customer success program to become a “growth engine”. The sheer impact of returning revenue and customer lifetime value. The ‘free marketing’ of brand advocacy.

Customer Success 82

Customer Success Net Promoter Score Effort Score ROI 82

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Chae Stewart, Digital Customer Success Manager. Meaningful Audience Engagement.

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. VP of Customer Success at Veriforce, Andy Kearney. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Sales 113

Sales Marketing Sports Customer Journeys 113