ECXO

MARCH 6, 2025

Many organizations designate a specific executive owner for CX (such as a Chief Customer Officer or Chief Experience Officer) to lead the charge. Regardless of title, this leaders role is to rally different departments, secure resources, and keep the organization focused on customer-centric goals.

B2B 339

B2B Customer Journeys How To Effort Score 339

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

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! Automated reminders and resources powered by plays.

Customer Success 52

Customer Success Meeting Self Service ROI 52

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? It was a one-team show.

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

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. Very few products are built from a customer success perspective.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Your customers’ primary interaction with your company is through your product.

Roadmap 75

Roadmap Analytics Analysis NPS 75

ChurnZero

MARCH 7, 2025

For B2B SaaS companies, a strong community is a key component to building great customer relationships. And, with automation and scaled customer success becoming more common in SaaS , a community is a great way to provide customers who may not have a CSM with the resources necessary to succeed.

How To 52

How To Roadmap Self Service Gamification 52

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

Customer Success 91

Customer Success Customer Journeys Roadmap Return on Investment 91

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Instead, continuously evaluate what practices and customer insights might lead to better outcomes.”.

Customer Success 105

Customer Success Management Marketing Analytics 105

Amity

APRIL 16, 2018

Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there. Be Transparent. Don’t Put A Timer On It.

Roadmap 69

Roadmap Feedback Customers Course 69

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. 5 Key Customer Success Manager Interview Questions. . Customer Success Managers are leaders.

Customer Success 103

Customer Success Management How To Leadership 103

Amity

AUGUST 1, 2016

Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization. Roles and Responsibilities – Once you understand the objectives of your Customer Success team you need to assess how your team members align.

Customer Success 72

Customer Success Roadmap Training Resources 72

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

GetFeedback

DECEMBER 10, 2018

If someone is identified as a detractor, you can use the thank you page to provide helpful articles and resources rather than marketing content. The annual batch and blast approach makes it too difficult to connect with relevant customers. We set rules so our Customer Success team is notified anytime someone gives us a 8 or below.

NPS 210

NPS Net Promoter Score Survey Measurement 210

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. This helps to keep your projects on track, your customers happy, and your business thriving.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Amity

OCTOBER 21, 2014

Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization. Roles and Responsibilities – Once you understand the objectives of your Customer Success team you need to assess how your team members align.

Customer Success 67

Customer Success Roadmap Training Resources 67

Gainsight

MARCH 19, 2025

Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. Resources are reserved for tools and tactics proven to move the needle. Revenue growth requires sustainable strategies centered around existing customers.

Self Service 52

Self Service Strategy Roadmap Sales 52

Amity

FEBRUARY 16, 2016

As an evangelist for Customer Success, it’s in my nature to be curious. I started to realize that many of the most important characteristics of effective Customer Success teams are not unique: they’ve already been discussed in relation to other business functions. A Strong Preference for Being Proactive.

Customer Success 86

Customer Success Roadmap Leadership Customers 86

Gainsight

MARCH 24, 2022

Before your product starts booming, you need a product roadmap that charts a clear course to growth. In this article, we lay out the questions you can ask yourself to help you create a successful product roadmap that’s anchored in analytics. What is a product roadmap? We’re here to help. Do I know how users are behaving?

Roadmap 52

Roadmap Analytics Metrics Feedback 52

Interactions

NOVEMBER 6, 2024

If you do have the resources and ability to hire for these roles, they likely have implemented Conversational AI at one or two companies. Interactions has a deep bench of customers we’ve been working with for many years, so we can identify insights and areas of improvement that may never have occurred to you.

Contact Center 62

Contact Center Self Service Roadmap Analytics 62

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. Journey mapping Once you have segmentation sorted out, you need a customer journey for each segment. The post Facing economic challenges in Customer Success? Register today.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. This list is filled with the help you need to deliver the ultimate product experience for your customers. Benchmark: Product Roadmapping With Product Experience Data. Using Product Analytics to Drive Product Roadmaps.

Resources 52

Resources Roadmap eBook Analytics 52

CSM Magazine

NOVEMBER 6, 2024

Start with a project management plan template that includes: A detailed scope statement outlining deliverables A work breakdown structure dividing tasks into manageable work packages A resource management plan allocating team members effectively Your project plan is a living document that will guide every decision and action moving forward.

Customer Satisfaction 52

Customer Satisfaction Management How To Guidelines 52

Circular Edge

APRIL 22, 2020

Through the theme of “ Re-Imagining JDE ,” Lyle Ekdahl illustrated how customers are leveraging EnterpriseOne 9.2 I looked forward to attending the JDE Product Update & Roadmap session with Bob Monahan and Gary Grieshaber. First, the latest JDE Roadmap illustrating updates on the 9.2 JDE Roadmap: [link].

Resources 52

Resources Innovation Roadmap Self Service 52

Gainsight

SEPTEMBER 20, 2019

While cost seems fairly straightforward, be sure to take into considering things like: How many engineering and design resources will be needed to complete the work? As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Is the cost of doing the work high, medium, or low? Not at all!

Roadmap 58

Roadmap Exercises Sales Marketing 58

Circular Edge

OCTOBER 30, 2020

Then a few examples of how customers are innovating with available 9.2 tools including Orchestrator, Mobile, IoT, Chatbots, CPQ Integration, Automation & UX One – Which was a perfect setup for CE Customer Success Stories & Educational Highlights. CE Customer Success Stories & Educational Highlights.

Resources 52

Resources Self Service Case Study Innovation 52

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

Customer Success 64

Customer Success Strategy Roadmap Metrics 64

TechSee

MARCH 2, 2023

What resources should I allocate to bring your AI solution into my service organization? Any transformational initiative will require resources like staffing, planning, operations, and technical implementations and integrations. Experienced providers will provide a blueprint and resources plan based on your objectives and requirements.

Self Service 109

Self Service Roadmap Resources Meeting 109

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Gainsight

OCTOBER 22, 2024

Humans are creatures of habit—whether that means knowing exactly where a button is or settling into a workflow—and that’s why migrating learning management systems (LMS) can be a touchy topic for Customer Education teams. Communicate: Whatever level of communication you think you need for a successful LMS migration—double it.

Self Service 52

Self Service Course Sports Roadmap 52

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Creating a Product Roadmap?

Resources 52

Resources Handbook eBook Government 52

Gainsight

OCTOBER 22, 2024

Humans are creatures of habit—whether that means knowing exactly where a button is or settling into a workflow—and that’s why migrating learning management systems (LMS) can be a touchy topic for Customer Education teams. Communicate: Whatever level of communication you think you need for a successful LMS migration—double it.

Self Service 52

Self Service Course Sports Roadmap 52

CSM Practice

FEBRUARY 15, 2019

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds. In a nutshell, this is why customer success is so important.

Customer Success 53

Customer Success eBook Roadmap Customer Journeys 53

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

TeamSupport

DECEMBER 14, 2018

Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. It’s about doing anything and everything possible so your customers are successful with your business.

Trends 111

Trends Self Service Customer Service Chatbots 111

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Amity

AUGUST 1, 2016

Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization. Roles and Responsibilities – Once you understand the objectives of your Customer Success team you need to assess how your team members align.

Customer Success 48

Customer Success Roadmap Training Resources 48