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. Do your processes work for 40 customers? Creatively Segment your Customers. Believe it or not, customers are not created equal. Think Scale.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. ChurnZero is proud to be a Gold sponsor of the event.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 103

Innovation Customer Success Customer Journeys How To 103

CustomerSuccessBox

AUGUST 23, 2021

This 4 day conference brings together leaders from product management, creative SaaS marketing and startup founders. The annual Conference of The Experience Management Summit brings together some of the most inspiring people. This summit discusses the importance and innovations of customer success. Customer Contact West.

Conference 52

Conference Customer Success Case Study Innovation 52

ChurnZero

OCTOBER 13, 2020

Don’t know about all of you, but we are still on a conference high from an amazing first ever BIG RYG virtual conference last week. Featuring speakers from the likes of G2, Mailchimp, and Pendo, we tackled some of the most pressing issues in Customer Success today. List critical success factors 5.

Customer Success 98

Customer Success Conference Customers Measurement 98

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

ClientSuccess

NOVEMBER 20, 2020

Think back to the last time you or your team attended a conference or expo in person. With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. Chief Customer Officers Conference – [link].

Conference 52

Conference Customer Success Chief Customer Officer Leadership 52

Totango

NOVEMBER 22, 2017

So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer Success 85

Customer Success Conference Customer Centricity Customer Engagement 85

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

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. Are your compensation plans setting your business up for longer-term success or subscription contraction? . Customer Success begins in Sales and needs to be part of your funnel.

Customer Success 95

Customer Success Conference B2B Sales 95

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

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

SEPTEMBER 22, 2020

Being a phenomenal Customer Success Manager doesn’t just come naturally. Always staying abreast of the latest trends and developments is essential to your long -t erm success. . Be the Sherlock Holmes of Customer Success: Uncovering Hidden Points of Contact (with DocSend ) . We’ve all been there.

Customer Success 93

Customer Success Management Conference Metrics 93

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? Which conferences would I recommend? DMI Design Management Conference. DMI Design Leadership Conference. Chief Customer Officer USA. IPQC’s Executive Customer Contact Exchange. Gartner’s Customer 360 Summit.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! Help users navigate complex workflows, resulting in quicker product proficiency and customer satisfaction. This enhances your user engagement and ensures your customers are always informed.

Communication 89

Communication Customer Success Conference Customer Journeys 89

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? .

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

ChurnZero

SEPTEMBER 8, 2020

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. . .

Net Promoter Score 90

Net Promoter Score Customer Success Conference NPS 90

CSM Practice

MAY 13, 2020

As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Sales and Customer Success.

Customer Success 83

Customer Success Survey Conference Customer Retention 83

ChurnZero

MAY 20, 2022

In our webinar, The CSM journey: How to carve your Customer Success career path , Peter Armaly, vice president of Customer Success at ESG , explores specialized career paths in CS, the skills expected of CS professionals, and why you should be more serious than ever about taking charge of your own career.

Customer Success 98

Customer Success How To Banking Leadership 98

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

ChurnZero

APRIL 22, 2022

Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. When a customer sees a message while using your product, they’re already in the state of mind to engage with you.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

Totango

FEBRUARY 14, 2022

Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and its customers. So, in honor of Valentine’s Day, let’s take a look at how you can apply the five love languages to customer success. .

Customer Success 91

Customer Success How To Gamification Social Media 91

Amity

APRIL 24, 2017

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.

Customer Success 93

Customer Success Culture Metrics Customers 93

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. We pulled together the top ten Customer Success takeaways to share with you here. . Walk In Your Customers Shoes. Customer Success Around the Web.

Customer Success 92

Customer Success Customer Retention Customer Centricity Tips 92

Totango

SEPTEMBER 6, 2017

They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. Sam’s philosophy: “In a perfect world, our products hit the customer needs so well that humans don’t need to be involved at all.”

Customer Success 84

Customer Success Self Service Conference B2B 84

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

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. One way to solve this challenge is to use customer surveys which can allow you to normalize all the feedback to determine the next best course of action.

Conference 66

Conference Industry Metrics Effort Score 66

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

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

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

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? Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion?

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? Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion?

Customer Success 97

Customer Success NPS Net Promoter Score Metrics 97

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

Customer Bliss

APRIL 25, 2019

Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success. Jon says, “in pre-sales, your sales team knows why the customer is buying the product because they’re the ones who convinced the customer to do so.”

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

PK

JUNE 3, 2020

Years ago, I sat in a conference room on the campus of a global technology company. The post Foundation for customer success appeared first on PK. The distance from one end of the room to the other was so great […].

Customer Success 59

Customer Success Conference Customers Technology 59