CSM Practice

MARCH 8, 2021

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? The Customer Success Executives Roundtable sessions are held second Tuesday of every month. . Customer Journey. The Challenge. Moments of Value.

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Customer Success Customer Journey Mapping Customer Retention Customer Journey 52

CSM Magazine

FEBRUARY 1, 2022

EvaluAgent , who specialise in enabling Contact Centres Agents to have better conversations with customers through their Quality Assurance (QA) and Performance Improvement platform, are celebrating a record 2021 which saw revenues double in the year to December 31, which also saw it boost its staff numbers and clients. said Jamie.

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2022 2021 Roadmap 2020 52

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SurveySparrow

JUNE 15, 2021

You can ask this question to understand the features that matter the most to a specific customer. Product managers find this question useful as it helps them prioritize their product roadmap and understand what’s valuable to the end customer. Would You like to Schedule a Call with Our Customer Success Team?

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NPS 2021 Measurement Loyalty 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

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2023 Customer Success Chief Customer Officer 2022 52

Gainsight

APRIL 21, 2022

Since 2021, we have seen more product-led hypergrowth than in years past. According to an October 2021 Wired Magazine article titled “Earth’s Unicorn Population Is Exploding,” it was revealed that a record-breaking 264 companies were hitting “unicorn” status in the US, with VC investment hitting $240 billion. Product Experience .

2022 52

2022 Government Magazine 2021 52

Centercode

DECEMBER 22, 2020

How Defined Processes Are Shaping Success in 2020 (Blog). This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success. 2021 is sure to be full of surprises. How Arris Saved $1M by Fixing Bugs Before Release (Case Study). Engaging Testers.

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2020 2021 Webinar ROI 75

ViiBE Blog

AUGUST 18, 2021

Creating a customer-centric business strategy. CRM , Customer experience. August 18, 2021. In order to reap the benefits of a customer-oriented business, you’ll need to take concrete steps to structure your business around your customer. The customer success cycle is the roadmap to achieving this goal.

Customer Centricity 52

Customer Centricity Net Promoter Score 2021 E-support 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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2021 Customer Success Chief Customer Officer Leadership 98

Gainsight

MAY 18, 2023

Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight Karl Rumelhart, President of Products, Technology, and Global Operations at Gainsight, kicked off the Product Keynote to explain how Gainsight’s three product lines come together to power Digital Customer Success.

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2023 Chief Customer Officer Customer Journey Customer Success 52

Gainsight

JULY 1, 2022

This model uses the product as the primary vehicle to drive end-to-end value realization, build consumption-based pricing, prioritize the product roadmap to optimize customer outcomes, and unlock organic expansion using self-serve provisioning. . Of companies that use product experience data, 57% use it to develop product roadmaps.

2022 52

2022 Roadmap Metrics Sales 52

Gainsight

APRIL 12, 2022

Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and full of resistance. in 2021, despite the post-2020 economic recovery. . Remain Customer-Centric.

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Customer Centricity Customer Journey Mapping Consulting Roadmap 52

inSided

OCTOBER 1, 2022

This is exactly what Cognite built when they launched their Cognite Hub in 2021. From fractured to unified customer journey. In every customer journey, there are many different touch points—both 1:1 and 1-to-many. Many in the industry have been talking about the Customer Success Qualified Lead (CSQL). That’s a CQL.

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Document Customer Journey Customer Success Events 52

Gainsight

FEBRUARY 4, 2021

David Kellogg, the prolific and profound SaaS CEO who writes Kellblog, recently shared a set of 2021 predictions, which included this gem : Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts. Customer Success 2.0 = Net Dollar Retention.

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2021 Metrics Customer Success Sports 72

CustomerSuccessBox

JANUARY 15, 2021

Customer Success was holding the fort. This year also offered a unique opportunity to work with so many Customer Success leaders and learn from them as to what was working and what is not working for them. It is all going to be retention lead growth, and that’s going to be the secret sauce of customer success. .

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Customer Success Roadmap 2021 2020 52

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.

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Customer Success Roadmap Financial Fashion 52

Totango

SEPTEMBER 17, 2021

It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. A January 2021 survey by the Technology and Services Industry Association (TSIA) found that 55% of technology providers now use freemium offers. Informs Your Product Roadmap.

Sales 74

Sales Customer Journey Mapping Loyalty User Experience 74

Gainsight

AUGUST 10, 2020

Imagine how excited I was last year when Gainsight and over 60 of the top Customer Success executives in the world decided to pay us a visit for the 2019 Pulse CxO Summit. As the leaders of Customer Success and Product Experience, we at Gainsight feel an obligation to the executives, customers, and the industry as a whole.

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Leadership 2020 Events Customer Success 59

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.

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Customer Success Net Promoter Score 2022 Sales 98

Gainsight

JUNE 10, 2021

From major players in the field such as Delphix and ADP to Okta, Lumen, and Glint, get ready to hear about Customer Success Operations, CS at Scale, CS Strategy, Human First Customer Success, and Product Experience. Chart-Topping Customer Success Operations. Familiar Favorites: Customer Success at Scale.

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Metrics Customer Success Customer Journey Measurement 52

West Monroe

JANUARY 18, 2023

Radio Flyer generated $120 million in revenue in 2017, four times its 1997 sales revenues, which climbed to $200 million in 2021. Enabled by real-time, continuous data collection and data analytics, teams can measure progress with smaller, more frequent milestones—versus plodding toward a completion date on a years-long roadmap.

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Banking Innovation 2022 Government 52

ChurnZero

DECEMBER 22, 2020

(If your newly minted budget leaves much to be desired, don’t give up b efore you try these arguments to win budget for Customer Success. Because in our very un biased opinion, Customer Success deserves to get everything they asked for and more. Looking for Customer Success book recommendations?

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2021 Customer Success E-support Books 59

SmartKarrot

JUNE 4, 2021

With each interaction, no matter how urgent or small it is – treat it like a top priority with full importance, because to your customers, it is. Say Yes to Customer Feedback. Your product roadmap could have glitches that can only be caught by the valuable feedback of your customers. Source: FinancesOnline.

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2021 Social Media Roadmap Feedback 10

Kustomer

AUGUST 19, 2021

When CX has the backing of the C-Suite, it creates a company culture that keeps the customer in mind through every business decision, no matter how big or small. One way leaders can win this backing is through sharing customer success stories with the higher ups, which adds value to your CX team ’s efforts. “I I love that.

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Culture Chief Customer Officer NPS B2B 98

CustomerSuccessBox

AUGUST 27, 2021

Many startups in their early stages believe that customer success isn’t for them. This means you can be a startup with a seemingly scalable business model and still never become a scaleup for lack of (customer) growth. Thus, to scale up your startup you need to ensure customer success in relation to your business.

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Customer Success Effort Score Reference NPS 52

Gainsight

FEBRUARY 16, 2021

On February 4, 2021, my team reminded me of my 8th anniversary at Gainsight (Gainaversary!). To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. We launched in 2013 with the premise of “software for Customer Success Managers.”

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2013 Events Chief Customer Officer Customer Success 64

SmartKarrot

JANUARY 12, 2021

With so many tech-companies supplying healthcare-related software products, customer success in healthcare has become an indispensable part. Customer success is as applicable in the service industry as it is in products. Customer success is as applicable in the service industry as it is in products.

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Healthcare Customer Success 2025 Customer Centricity 10

SmartKarrot

APRIL 26, 2022

The impact of customer success in the B2B SaaS industry is prolific. It is not a mean feat when you look at how far customer success has come from the days of its evolution. Today customer success has become inevitable for the success of a B2B SaaS company.

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2022 Customer Success B2B Culture 10

SmartKarrot

JANUARY 15, 2021

When it comes to the customer experience organizational structure, CX must be practiced in different ways and capacities by the following departments: Marketing Sales Product Management Customer Service Customer Success. You must be able to analyze the usage pattern of your product by your customers.

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Customer Experience Touchpoint 2021 Sales 11