CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). The businesses, approaches, trends, focus areas, etc have evolved over time and more so after 2021. As we enter another year, Customer Success is poised to be more sophisticated. What is the ROI?

Customer Success 52

Customer Success 2021 Measurement ROI 52

Oracle

MARCH 1, 2021

These are critical questions that inform the future of your CX and customer success initiatives in today’s landscape. Some of her most powerful work focuses on customer experience initiatives to maximize and leverage the ROI of emotional motivators to accelerate business growth.

2021 81

2021 Technology Workshop Advertising 81

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers.

2021 52

2021 2022 2020 Chief Customer Officer 52

Gainsight

JUNE 9, 2021

What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Nearly every company in SaaS is “checking the box” on Customer Success in some way. How does Customer Success and Gainsight usage correlate to Net Revenue Retention ?

2021 59

2021 ROI 2020 2014 59

TechSee

MAY 10, 2021

Our TechSee Sales Superstars are enterprising, resourceful, experienced and ambitious individuals who collaborate across functions (BD, Sales, Account Management, Pre-Sales, Customer Success) to deliver exceptional results. 2021 will see us making more big deals with some of the world’s leading brands.

Sales 109

Sales ROI Contact Center Culture 109

Think Customers

AUGUST 30, 2021

Many sellers found success in these digital introduction, education, and nurture activities, thanks to the relaxed nature of connecting with people in their homes in an informal, authentic environment. Move the ROI needle with human experts While technology has its merits, it will not solve sales challenges on its own.

B2B 59

B2B Sales 2021 ROI 59

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. 63 on upsells and cross-sells from existing customers.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Centercode

DECEMBER 22, 2020

The ROI of Testing Pre-Release Products with Centercode. Our customers were crushing it this year, and we couldn’t be more proud of the role we played in their success. 2021 is sure to be full of surprises. Increasing Efficiency. Other Highlights. 5 Beta Program Tips to Live By from Industry Superstars (Blog).

2020 75

2020 2021 Webinar ROI 75

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 1 More control over metrics to measure ROI. Measuring the impact of customer service has always been difficult for entrepreneurs. So, let’s look at those trends here. #1

2021 10

2021 Customer Service Net Promoter Score ROI 10

SmartKarrot

DECEMBER 18, 2020

So, to stay ahead of the curve, it is worth having a look at the latest trends in customer service that are going to hit the road in the year 2021. 1 More control over metrics to measure ROI. Measuring the impact of customer service has always been difficult for entrepreneurs. So, let’s look at those trends here. #1

2021 10

2021 Customer Service Net Promoter Score ROI 10

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.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

CX University

MARCH 18, 2024

Personalization boosts companies’ growth rates by 6-10% on average and improves marketing efficiency, sales, and loyalty, all contributing to ROI when investing in a personalization tool. Customer Retention. Hyper-personalization can lead to improved customer loyalty, repeat purchases, and longer customer lifetime value.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Totango

MAY 10, 2022

After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged. We’ll follow up by honing in on how to optimize your customer engagement strategy by using KPI tracking and customer success software to maximize your results.

Customer Engagement 77

Customer Engagement Engagement Customer Journey Mapping Net Promoter Score 77

Gainsight

SEPTEMBER 8, 2020

In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. So, how did IntelliShift do it?

Webinar 52

Webinar Customer Success Customer Journey Events 52

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. Top Picks: Simplifying Customer Success.

Chief Customer Officer 52

Chief Customer Officer 2021 Customer Success Sales 52

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Gainsight CEO Nick Mehta began by communicating how Customer Success has transformed over the past year, despite the effects of the COVID pandemic economy.

Entertainment 98

Entertainment Customer Success Events ROI 98

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Customer Service 98

Customer Service 2016 2022 Brands 98

ClearAction

OCTOBER 25, 2022

Account: how managers are accountable for application of CX insights reveals your CXM ROI. It’s for everyone who collects and manages insights: Marketing, Customer Experience, Customer Success, Customer Service, Partner Experience, and Employee Experience teams. Your assessment scores can range from 0 to 200.

Sports 71

Sports 2009 2022 Financial 71

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm. The More Things Change, the More They Stay the Same.

2021 45

2021 Events Social Media 2013 45

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success ROI Travel Presentation 52

Kustomer

OCTOBER 22, 2020

“I think attention and compassion need to be the two leading elements of how we head into 2021,” said Luke Williams, the SVP of XM Institute at Qualtrics. “I I think … in 2021, we’re going to see a lot of companies pivot a little bit towards something that historically they may not have done.”. “I

Sports 96

Sports 2021 2020 Loyalty 96

SmartKarrot

DECEMBER 10, 2020

Here are hand-picked 8 such top sales trends that you need to watch out for 2021. Customers are done being treated like cash cows. Gone are the days when you could entice a customer with a sole product and they would simply accept it. The best tip for boosting sales in 2021 is to stop trying to sell!

2021 10

2021 Sales Omnichannel 2020 10

Quadient

MAY 21, 2021

Fri, 05/21/2021 - 18:03. You’re overhauling CCM, investing in customer communications solutions to transform customer experience and gain a competitive edge. Customer Success . What are your organizations’ all-time numbers for customer propensity to recommend? Andrea Haughton. Intellectual Property .

Demo 52

Demo Metrics Social Media Communication 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

2021 98

2021 NPS Healthcare Definition 98

Gainsight

MARCH 3, 2021

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In his recent post on 2021 predictions , Dave made a forecast that caught my attention: 8. As such, we invited Dave to a virtual happy hour with Customer Success executives. So how do we make it happen?

2021 116

2021 ROI Metrics Customer Success 116

SmartKarrot

FEBRUARY 2, 2022

“Customer success is about more than delivering service or support’.’ – Lincoln Murphy, Sixteen Ventures. Customer success has evolved with time, and 2021 has seen the world cope with COVID-19 and adapt with resilience and strength. The customer success function is relatively new in terms of its definition.

2022 19

2022 2021 Customer Success Webinar 19

Gainsight

JUNE 10, 2021

It’s a symbol that people are focused on learning more about customer success. Some of our speakers conducted presentations from great distances, others, especially our keynote speakers, were present at August Hall in San Francisco on June 9th and 10th, 2021. We are beyond elated to announce the 2021 GameChanger Awards!

2021 52

2021 2020 Customer Success Document 52

Kustomer

OCTOBER 22, 2020

“I think attention and compassion need to be the two leading elements of how we head into 2021,” said Luke Williams, the SVP of XM Institute at Qualtrics. “I I think … in 2021, we’re going to see a lot of companies pivot a little bit towards something that historically they may not have done.”. “I

Sports 52

Sports 2021 2020 Loyalty 52

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%.”

2022 98

2022 Customer Success NPS Customer Satisfaction 98

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

2021 52

2021 NPS Healthcare Definition 52

Education Services Group

MARCH 27, 2023

In Customer Success, we use data for all sorts of things like analyzing customer health scores , looking for trends in Voice of the Customer (VoC) programs , and capacity planning for short and long-term strategic decision making. Earlier this year, we talked about Customer Success trends we expect to see in 2023.

Customer Success 52

Customer Success 2023 2022 2021 52

Gainsight

NOVEMBER 1, 2021

Last week, I had the pleasure of presenting at the Technology & Services Industry Association (TSIA) semi-annual conference, TSW 2021, which Gainsight proudly sponsors. Held in Las Vegas, I traveled to the event with Lane Holt, Director of Customer Success, and Denise Stokowski, Group VP of Platform Products and PX.

2021 59

2021 Events Customer Success Leadership 59

SurveySparrow

DECEMBER 30, 2020

Thankfully, many companies were able to transition into a remote setting to provide customer service, mainly because of technology. Let us look at the top customer service trends of 2021 and how these trends boosted customer service relationships. Customer Service Trends To Checkout In 2020: Customer Service Trend #1.

2021 52

2021 Customer Service Social Media 2020 52

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98

ChurnZero

MAY 7, 2021

In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. Q: What should a small Customer Success team focus on first?

Customer Success 59

Customer Success Metrics Document Webinar 59