Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. We know that what she will bring to the table is an extraordinary perspective on business, technology, and CS. And that is something worth celebrating!

2022 52

2022 Chief Customer Officer Innovation Connections 52

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

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.

2022 40

2022 B2B Chief Customer Officer Financial 40

CustomerSuccessBox

MARCH 3, 2022

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”? The philosophy of customer success has changed how CEOs think of their customers and business. Customer rating: 4.7

Books 52

Books 2022 Customer Success Management 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Maranda Ann Dziekonski. Andrew Michael.

2022 52

2022 Customer Success 2021 Consulting 52

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? They’re based on the consistent work that Customer Success has done to get where they are today. In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). Customer Success flexes its authority. Bill asked.

2022 97

2022 Customer Success Metrics Customers 97

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. It makes perfect sense too.

2022 52

2022 Net Promoter Score NPS Return on Investment 52

TechSee

AUGUST 14, 2023

If you missed the 2022 list, you can check it out here. Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. These technologies are at an early stage of development but maturing quickly, and the sky’s the limit on what it can do.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Gainsight

MAY 3, 2023

While we can’t let the cat out of the bag yet, here’s a sneak peek at our Digital Customer Success content and the experts we’re FIRED UP to see take the stage at Pulse. The integration between Connect Success and Gainsight allows our CSMs to monitor, track, and assist, ensuring customers progress on their journey.”

2023 52

2023 Chief Customer Officer Customer Success 2022 52

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. 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 Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. ” What role will AI and new technologies play in customer success in 2024?

2024 52

2024 Customer Success Chief Customer Officer 2023 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. Lincoln Murphy.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Gainsight

APRIL 21, 2022

stem from hundreds of thousands of surveys with respondents who are consumers, heads of business, and technological leaders. By implementing customer success ideology and methodology into an organization, businesses could: Track customers’ progression toward their goals. Link customers’ value realization to business success. .

2021 52

2021 2022 2020 Chief Customer Officer 52

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. 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 Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Who Do Customer Success Managers Report To? Customer success managers report to mid-level management personnel such as CS operations managers.

Customer Success 94

Customer Success Chief Customer Officer Customer Centricity Sales 94

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. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Gainsight

FEBRUARY 18, 2022

That is what brought Nick together with Thomas Hansen, Chief Revenue Officer at UiPath, and Justin Greenberger, Vice President of America’s Go To Market at UiPath, to have a candid discussion surrounding the process of recruiting hiring, and building a CS team in 2022. Who Is UiPath and What Do They Do Best?

Customer Success 97

Customer Success Chief Customer Officer 2021 Customer Centricity 97

SmartKarrot

MARCH 10, 2022

For 57% of CIOs, improving customer experience is a priority while 81% of the CIO respondents admitted to implementing new technology for customer interactions. Customer interaction has changed, and customers feel happy when their needs are met. The CIO can ensure there are no blind spots in the customer journey.

2022 11

2022 Customer Experience Net Promoter Score B2B 11

Team HGS

AUGUST 22, 2017

Artificial intelligence (AI) has been an area of increasing investment, with the AI market poised to grow to $40 billion by 2022, according to Market Research Store. These team members look at real-time dashboards on a daily basis and continuously optimize AI models and the machine learning technology. Lauren: Yes, we do.

Webinar 52

Webinar Customer Service Chief Customer Officer Average Handle Time 52

MyCustomer

JULY 22, 2022

HRevolutionary technology, combined with a once in a lifetime pandemic, has significantly and permanently influenced the customer journey. 8th Aug 2022. By Tijs Van Santen Chief Customer Officer.

Customer Journey 55

Customer Journey Chief Customer Officer Brands 2022 55

ChurnZero

DECEMBER 2, 2021

There are a lot of pieces to put together in terms of what your Customer Success tech stack looks like. The misunderstanding stems from a situation where people tend to focus first on the technology. They think the technology will solve their problems and build their processes. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

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.

Culture 10

Culture Chief Customer Officer Net Promoter Score Customer Centricity 10

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! Lesson: Many times, I thought “I need to hire for the role I’ll need 4 years from now.”

2014 52

2014 Chief Customer Officer Sales 2013 52

ChurnZero

JUNE 3, 2022

Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. Paul: If you could use technology to solve one world problem what would it be, and why?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. Paul: If you could use technology to solve one world problem what would it be, and why?

Customer Success 52

Customer Success B2B Metrics Sales 52

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. So there were a slew of requests from customers and everybody was very reactive to the situation. What was your personal experience?

2020 98

2020 Customers Communication Customer Success 98

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. They help customers quickly and easily find the answers to simple queries. A positive customer experience makes way for more loyal customers, and more dollars spent. Drive Revenue.

ROI 53

ROI Contact Center 2018 Social Media 53