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. You’ll also be able to grab the full report in early November 2022.

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Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about CS Operations.

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2022 Chief Customer Officer Innovation Connections 52

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best.

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2021 Leadership Customer Success Chief Customer Officer 52

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution.

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Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success.

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2022 Net Promoter Score NPS Return on Investment 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

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Gainsight

FEBRUARY 18, 2022

With so much emphasis on employee change, organizations and businesses, especially tech and customer success, are scrambling to find CSMs, grow them, and keep them on their teams. Thomas explained that none of their work would be possible without a centralized approach to customers. A CS Charter that Addresses Success and Value.

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Customer Success Chief Customer Officer 2021 Customer Centricity 97

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.

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2022 Customer Success Chief Customer Officer Customer Centricity 21

ClearAction

APRIL 13, 2023

Here are 3 success factors: Setting the right expectations : Consistency is at the heart of trust and relationship strength. After you nurture potential customers along their buying journey, there’s the handoff to Accounts Receivable, customer onboarding, account management, Customer Success, Customer Service, Customer Loyalty, etc.

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Brands Chief Customer Officer Loyalty Programs 2023 62

Gainsight

MAY 3, 2023

The future of Customer Success (CS) is digital, but that doesn’t mean it can’t be beautifully simple. At Pulse 2023 , the largest conference in the Customer Success industry, we’re dedicating an entire track to unpacking Digital Customer Success (DCS): Digital Strategies to Help You Achieve More With Less.

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West Monroe

NOVEMBER 7, 2021

Gartner projects that the SaaS market will grow 17% in 2022, which in turn will drive high expectations on the part of investors and corporate leaders. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

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Chief Customer Officer Customer Experience Touchpoint 2022 52

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

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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.

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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

West Monroe

NOVEMBER 7, 2021

Gartner projects that the SaaS market will grow 17% in 2022, which in turn will drive high expectations on the part of investors and corporate leaders. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

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Chief Customer Officer Customer Experience Touchpoint 2022 40

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

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Gainsight

AUGUST 17, 2022

Pulse 2022 is officially underway! They also said customer success is the organization least likely to see cuts in spending over the next year.” Nick Mehta reveals durable growth playbook at Pulse 2022 appeared first on Gainsight Software. It’s no secret that the last few years have been a challenge for all of us.

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Gainsight

OCTOBER 13, 2022

To help you do that, we created the SaaS Durable Growth Kit for Customer Success , a collection of insights and proven strategies from Gainsight executives that shifts the conversation from “what now” to “what’s possible.” . Chief financial officers should consider moving from an annual budget to monthly forecasting .

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Gainsight

JUNE 23, 2022

Right now, 2022, the Bessemer Venture Partners (BVP) Nasdaq Emerging Cloud Index is down nearly 40 percent from its peak. Chief customer officers should consider ways to efficiently scale. The only solution is to consider more scalable ways to reach your customers, including: Automation through digital touches.

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SmartKarrot

MARCH 10, 2022

Customer interaction has changed, and customers feel happy when their needs are met. Along with the Chief Customer Officer, CIO can enable customer loyalty and experience is maintained. The CIO needs to use data intelligence to create high-level customer experiences to win over competitors.

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2022 Customer Experience Net Promoter Score B2B 11

CustomerSuccessBox

MARCH 3, 2022

When for the firms, Customer Success came into sight helping out customers before a situation knocked up mattered a lot. Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”?

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Books 2022 Customer Success Management 52

Gainsight

APRIL 27, 2022

I decided to write this post to capture what I’ve heard over the years—from 2013 to 2022, from Series A VC funded to our Vista Partnership, from the San Francisco Bay Area to Hyderabad. And they’re particularly excited for… Customer Success! Gainsters Love Working In Category Creation and Enabling Careers.

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2013 Chief Customer Officer Definition Customer Success 52

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

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Customer Success Chief Customer Officer Customer Centricity Sales 93

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

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Culture Chief Customer Officer Net Promoter Score Customer Centricity 10

CustomerSuccessBox

AUGUST 16, 2022

The customer Success (CS) industry has grown exponentially in the last couple of years. A fantastic approach to discovering the key players in the customer success industry and what they’re up to is through podcasts. Customer Success Podcast is often the ultimate reservoir containing the valuable content you need!

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Gainsight

APRIL 12, 2023

Mistake #3: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! Invest in back-office systems early. And for some, it occurs before.

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2014 Chief Customer Officer Sales 2013 52

Gainsight

OCTOBER 17, 2022

For those of us in the SaaS space, 2022 has certainly been one of those tough times. At Gainsight, we believe that truly durable growth is built on strong customer relationships. Taking care of your customer base not only maintains revenue streams during lean times, it can actually drive expansion. But you know what?

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West Monroe

JANUARY 24, 2022

Despite some headwinds—including rising inflation, ongoing supply chain constraints that are hitting hardware businesses especially hard, and talent shortages, 2022 is shaping up to be another growth year for HT&S companies. We’ll examine some of the overarching trends affecting the high-tech & software industry in 2022.

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Gainsight

SEPTEMBER 15, 2022

Data tell a story in customer success. . They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. This data is a good sign of customer success and where it’s going. .

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Chief Customer Officer 2022 Metrics Customer Success 52

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! To me, this entire scenario has relevance for every organization, and none more than Customer Success. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

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Chief Customer Officer Customer Centricity Social Media Leadership 52

Gainsight

AUGUST 30, 2022

When Customer Success, Product, and Community come together to create Pulse, the support for each other is tangible – and because of that, we are unstoppable. You can read their own Top 10 Learnings From Pulse 2022, which reflect mine in many important ways. Durable Growth is Unstoppable. Human-First is Unstoppable.

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CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. We specifically work with customer success teams, so we conducted a weekly survey to see what other customer success teams are going through.

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Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best.

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Customer Success ROI Metrics Chief Customer Officer 59

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind Customer Success.

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Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind Customer Success.

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Customer Success B2B Metrics Sales 52

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

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