BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Experience Investigators by 360Connext

JULY 6, 2021

A Customer Experience Charter can answer that question. What is a Customer Experience Charter? A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. Invite team members from other areas that are close to the customer experience.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

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

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

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

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. At a local level , agile teams should focus on region-specific customer challenges, iterating solutions quickly based on feedback.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Experience Investigators by 360Connext

JULY 20, 2021

Meanwhile, Malik from the Social Media Response team is doing his best to reply to customers who say they’ve complained about this issue before — even though he doesn’t know what the root cause of the issue might be — and Padma from Customer Success doesn’t have any visibility into what customers are saying at all.

Customer Journeys 361

Customer Journeys Social Media Survey Contact Center 361

Lumoa

JANUARY 9, 2018

Stop organising by function and skill set, start organising by ‘ability to deliver customer success’ create ‘experience teams’ of people with different skills and different core competencies that can manage the entire customer life cycle and reward them together for the achievement of customer success, not completing tasks and activities.”.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Experience Investigators by 360Connext

DECEMBER 10, 2024

Track metrics like average purchase value or purchase frequency, because these measurements help tie your efforts back to organizational success and show the ROI of CX investments. A great customer experience will lead to benefits in other business areas, like fewer calls to the customer success team or a shorter sales cycle.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

Meeting 98

Meeting Customer Success NPS Customer Satisfaction 98

Experience Investigators by 360Connext

JANUARY 5, 2022

You also included less structured measurements, like what customers were telling you in user reviews. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. You set up a CX Team of cross-functional leaders.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Kayako

AUGUST 12, 2022

Capture your customer’s entire journey in a way a support ticket or traditional help desk never could. What Is Personalized Customer Service? Picture your customer visiting their state’s government agency office to complete a routine task. Help centers are important to customer success.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Experience Investigators by 360Connext

JANUARY 5, 2021

The brands with the most effective brand cultures are also the ones who use their customer-focus as a factor in their decisions. And being customer-centric isn’t reserved just for the customer support or customer success teams. Creating a culture focused on customers has to start and end with focusing on employees.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Customer Bliss

DECEMBER 13, 2016

Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be successful in his customer experience role. .

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

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

Lumoa

FEBRUARY 9, 2023

Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Include customer-centricity in daily operations and communications inside the company. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

inmoment

JUNE 8, 2020

Whether companies are new to the CX world or looking to brush up their brand, it never hurts to (re)visit the building blocks of effective CX governance. A well-governed CX program can help brands achieve transformational success, a better bottom line, and an improved experience for their customers. Visibility.

Government 52

Government Net Promoter Score Effort Score Financial 52

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Bonus Takeways*.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Kayako

FEBRUARY 28, 2019

Governance structure. Critical to the success of your Customer Experience transformation is a governance structure, which ensures a lot of things, not the least of which is cross-functional commitment and involvement to execute the Customer Experience strategy. What is governance?

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

ClientSuccess

MAY 26, 2020

Nearly every single SaaS organization was forced to switch to fully remote operations over the last few months, moving everything from product to sales to, yes, customer success online. Simply put, this is a lot to handle for customer success teams at any time, but the first half of 2020 has magnified these challenges in many ways.

Connections 69

Connections Customer Success Government NPS 69

Gainsight

SEPTEMBER 22, 2022

Over the years, we’ve been inspired by the unique strategies customer success professionals have presented to Pulse attendees and the way they’ve expanded CS beyond SaaS and into other industries. . Government is interested in the value of CS as it is applied to Healthcare and its cost-saving potential. Take Away #1: The U.S.

Healthcare 52

Healthcare Customer Success Strategy Government 52

Gainsight

SEPTEMBER 9, 2024

Customer Success (CS) has always been about more than just keeping customers happy; it’s about ensuring they achieve their desired outcomes. But let’s be honest—traditional methods of gauging customer health and engagement often feel like trying to predict the weather with a sundial. Why AI, you ask?

Customer Success 52

Customer Success Net Promoter Score Government NPS 52

Gainsight

SEPTEMBER 9, 2024

Customer Success (CS) has always been about more than just keeping customers happy; it’s about ensuring they achieve their desired outcomes. But let’s be honest—traditional methods of gauging customer health and engagement often feel like trying to predict the weather with a sundial. Why AI, you ask?

Customer Success 52

Customer Success Net Promoter Score Government NPS 52

Amity

MARCH 5, 2018

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. No pressure, right? Experience.

Customer Success 77

Customer Success Management Culture Communication 77

ClientSuccess

APRIL 20, 2020

If you’re like most organizations over the past few weeks, you’ve received orders (whether government-mandated or from your leadership team) that have forced your team to work remote for the foreseeable future. Here are three big ways remote working impacts customer success teams: 1) Staying on top of critical projects.

Customer Success 52

Customer Success Government Communication Leadership 52

ECXO

OCTOBER 5, 2023

You can also learn more on our Third-party webpage: [link] CX & EX & PX Strategy Maturity Price: € 85 EUR Description: Learn how to outpace your industry in ROI for customer, employee, and partner experience strategy. Fine-tune your wisdom in governance, engagement, maturity roadmap, and tying-in to corporate strategy.

ROI 156

ROI Video Government Leadership 156

Education Services Group

NOVEMBER 28, 2022

As presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. Grouping your customers by common characteristics drives efficient engagement and enables a more personalized scale strategy.

Customer Success 52

Customer Success Exercises Financial Customers 52

Lumoa

MARCH 20, 2018

Involve all the employees in the transformation : motivate the employees of the company to deliver great customer experience. Include customer centricity into daily operations and communications inside the company. Build CX into the culture : build a long-lasting principles oriented on customer success.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

AWS Machine Learning

DECEMBER 11, 2024

With Amazon Q Business, we no longer need to manage each of the infrastructure components required to deliver a secure, scalable conversational assistantinstead, we can focus on the data, insights, and experience that benefit our salesforce and help them make our customers successful on AWS.

Sales 101

Sales Customer Engagement Engagement Knowledge Base 101

Gainsight

AUGUST 14, 2021

Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. What governance should we put in place when multiple teams want to use them?

Government 52

Government How To ROI Effort Score 52

Gainsight

AUGUST 20, 2024

AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM) is evolving at a remarkable pace. According to a 2024 Forbes Advisor survey , a staggering 64% of respondents in SaaS believe AI will enhance customer relations and productivity.

Customer Success 52

Customer Success How To Innovation Culture 52

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. Customer Success leaders are pulled in so many directions that prioritizing our aspirations can feel impossible. Everybody’s heard of Customer Success, and the industry is growing.

Customer Success 52

Customer Success Leadership Metrics Customers 52

CustomerSuccessBox

MARCH 2, 2022

The global customer success software market share will rise in 2022. The accelerating growth in the customer success industry is due to: Digitization, Increased volume of data, and Advanced analytics solutions. Where customer retention and customer satisfaction are the crucial factors they work upon.

Software 52

Software Customer Success Marketing Transportation 52

CSM Practice

MARCH 1, 2021

Business prospers by setting goals and striving hard to achieve targets in order to get more customers. However, as companies attract more customers, maintaining relationships with customers becomes more challenging. Salesforce and Customer Relationship Management. Success Plans for CRM in Salesforce.

Customer Success 52

Customer Success Chief Customer Officer How To Customer Relationship Management 52

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. At its most basic, customer success seems simple; however, in practice, it is complex and challenging as it should help to satiate every customer’s needs. . Challenges.

Customer Success 52

Customer Success Management Customer Retention Customers 52

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. And government regulators love that!

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136