Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Customer Success 92

Customer Success 2023 B2B Customer Relationship Management 92

Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. CX Problem #3.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Amity

OCTOBER 3, 2016

The Customer Success Manager (CSM) needs to work quickly to establish credibility and demonstrate to the customer that they will help them achieve their business goals. Most companies likely employ a number of systems to satisfy business requirements ranging from email, billing, and sales automation to support tickets.

ROI 76

ROI Roadmap Measurement Customers 76

Amity

MAY 6, 2014

The Customer Success Manager (CSM) needs to work quickly to establish credibility and demonstrate to the customer that they will help the customer achieve their business goals. Pam: At this juncture, you are no longer trying to “make the sale”. Remember no one individual “owns” the customer.

ROI 48

ROI Customer Success Roadmap Measurement 48