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

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Well, community has a special meaning here at Gainsight.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

CloudCherry

AUGUST 26, 2019

A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. The survey questions were asked regarding where organizations stood on four core CX capabilities: business case development for CX, customer success management, CX measurement, and insights development.

B2B 199

B2B Conference Metrics B2C 199

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

Totango

MAY 15, 2024

This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. “AI may not replace me, but AI will definitely change the way I work.”

Interaction 110

Interaction Customer Success Conference Industry 110

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

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

CustomerSuccessBox

AUGUST 23, 2021

This 4 day conference brings together leaders from product management, creative SaaS marketing and startup founders. The Experience Management Summit (X4). The annual Conference of The Experience Management Summit brings together some of the most inspiring people. TSIA Customer Success Conference.

Conference 52

Conference Customer Success Case Study Innovation 52

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

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

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? Which conferences would I recommend? Customer Success Association’s Customer SuccessCon East. Design Management Institute’s Design Leadership Conference. Service Design Network’s Global Conference.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

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. Get a program manager.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Additional Headcount Considerations.

Customer Success 91

Customer Success Self Service Case Study Customer Retention 91

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

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

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

ChurnZero

APRIL 22, 2022

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. this October.

Customer Success 98

Customer Success Roadmap Conference Feedback 98

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

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? Which conferences would I recommend? Design Management Conference Europe. Design Leadership Conference. Customer Experience Strategies Summit. Customer 360 Symposium. Customer Service Experience. March 31, 2016.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

Retently

OCTOBER 16, 2024

What You Gain : Using these survey responses, you can identify gaps in the onboarding process, make necessary adjustments, and ensure new customers have a positive, streamlined experience. This allows you to gauge customer satisfaction and identify any potential issues before they decide to renew or cancel.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

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

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

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

Gainsight

NOVEMBER 30, 2020

[TL;DR: We’re thrilled to announce a partnership with Vista Equity Partners, valuing Gainsight as a “unicorn,” to take the Customer Success movement to new heights. The face of every Gainster past and present who has played a role in making the Customer Success movement a reality. Is Customer Success really a thing?

Customer Success 101

Customer Success Course Conference Software 101

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

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

MAY 20, 2022

With some forward-thinking and career mapping, you can quickly identify the skills and the steps needed to advance from individual contributor to manager. Peter Armaly answers your Customer Success career path questions. At Oracle, we had this culture and initiative within Customer Success called Mavericks.

Customer Success 98

Customer Success How To Banking Leadership 98

Totango

SEPTEMBER 6, 2017

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. 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. So Product was needed to help un-complicate.

Customer Success 84

Customer Success Self Service Conference B2B 84

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. DesignThinker’s Academy Design Thinking Conference. Where am I speaking ?

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Conferences and Webinars. Digital Marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. Alignment is key—KPI alignment, executive alignment, and cross-functional alignment are critical for success. There is no singular magic metric for product success. . Customer Comes First.

Conference 66

Conference Industry Metrics Effort Score 66

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

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

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

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

Gainsight

APRIL 26, 2019

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. Customer Success 2010.

Leadership 79

Leadership Customer Success Roadmap Conference 79

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.

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105