One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? From customer success. At this particular time?

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B2C Workshop Customer Retention B2B 213

Forrester's Customer Insights

FEBRUARY 14, 2023

As a customer success manager (CSM) or B2B marketer involved in postsale engagement, you may be hearing more about Customer-Led Growth (CLG), especially as a counterpoint to Product-Led Growth. In the past few weeks, we have seen an uptick in interest about CLG and in the questions we receive as analysts. What is CLG?

B2B 26

B2B Engagement Customer Success Customers 26

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.

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Customer Success 2020 Chief Customer Officer 2021 84

Forrester's Customer Insights

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer Success 31

Customer Success ROI Customer Service Training Sales 31

Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. I get asked all the time, ‘what does successful CX do? Here we answer 3 of the most popular CX for B2B questions. They're not being graded.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Forrester's Customer Insights

FEBRUARY 10, 2020

In the three years since publishing our first report on the customer success discipline’s relationship to customer experience management, I’ve had many conversations with Forrester clients about bringing customer success management into a business. where should the program report) to […].

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Customer Success Customer Experience Management Customers Management 62

Forrester's Customer Insights

JULY 14, 2022

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention.

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Customer Success Customers Customer Centricity B2B 49

ChurnZero

OCTOBER 8, 2021

We believe that Customer Success teams are uniquely positioned to step up and provide business continuity to customers as well as tend to and protect their customer bases, so their organizations can survive, and we are proud to empower CS teams to do just that with our solutions and resources.”

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2021 B2B Healthcare Touchpoint 52

Forrester's Customer Insights

NOVEMBER 21, 2018

When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business?

Customer Success 50

Customer Success Management B2B Books 50

SmartKarrot

JUNE 3, 2022

In this article, we will discuss everything you need to know about customer insights and how they can be utilized to attain customer delight. This article will cover – What are customer insights? Why are customer insights important? How to collect quality customer insights?

Customer Insights 10

Customer Insights Insights B2B Loyalty Programs 10

SmartKarrot

JUNE 2, 2022

Customer experience is crucial for any B2B SaaS business. Any B2B SaaS business must keep the customers with the business with a good customer experience. In fact, a customer experience that satisfies customers leads to reduced churn. Benefits of Good Customer Experiences in B2B Companies.

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B2B Customer Experience B2C Omnichannel 10

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

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Customer Success ROI Voice of Customer Feedback 40

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. We studied 88 companies that have a formal customer program (e.g.,

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Loyalty Competitive Advantage White Paper Social Media 113

Forrester's Customer Insights

NOVEMBER 30, 2023

Digital-led and scaled customer success are often confused for each other. Learn the difference in this blog post.

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Customer Success Blog Customers Customer Centricity 28

SmartKarrot

APRIL 20, 2022

But, implementing these programs in Business-to-Business (B2B) environments can be a little different. The major difference is because of the businesses’ approach to the customers. . Now, if you are a B2B business, you may have many questions on what to do and how to start. Access to reliable customer data. Challenges.

Loyalty Programs 11

Loyalty Programs B2B Loyalty Rewards Programs 11

ChurnZero

FEBRUARY 11, 2022

“We built ChurnZero because we knew there was a better way the help our customers—and their customers—succeed. Customer Success Managers are in our software and talk with our team every day. Their success is literally the heart of our business.” Keeping customers happy is key to any business.

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2022 Touchpoint B2B Customer Satisfaction 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.

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2022 Customer Success Chief Customer Officer Customer Centricity 21

SmartKarrot

APRIL 4, 2022

A customer-centric DNA is when the focus of your company is customer success. Top brands like Ikea, Amazon, and Google take customer success seriously. This is because business growth can be shouldered on a well-designed customer success strategy. Customer Insights are the Key.

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Customer Centricity B2B Culture Customer Success 10

Forrester's Customer Insights

APRIL 25, 2023

If you’ve ever had the good fortune to travel on the Japanese bullet train or France’s TGV high-speed train, you know what an extraordinary experience it is: one defined by comfort, efficiency, and value — not just movement between two locations. Yet no one would have foreseen how train travel could reach this pinnacle in […]

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Customer Success Travel Customers B2B 46

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. Many Customer Success teams measure their performance via customer retention and expansion rates. Your process as a Customer Success leader should be similar.

Measurement 40

Measurement Customer Success Metrics B2B 40

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? So are you asking yourself right now (and maybe turn to your colleague to do the same), “Are we ready for customer success?”. Customer success doesn’t just happen.

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Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

Forrester's Customer Insights

MARCH 8, 2023

How common is customer marketing as a stand-alone function? Is customer success becoming the new customer experience (CX) at B2B firms? What is the range of responsibilities commonly shared by B2B CX teams like yours? Forrester’s customer engagement research group is, too! We want to […]

Customer Engagement 26

Customer Engagement Engagement Sales B2B 26

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. Best Customer Success Certifications 2021.

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2021 Customer Success Workshop Customers 22

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

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Customer Success Insights 2014 Chief Customer Officer 48

Lumoa

JUNE 30, 2022

Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. Many customer experience and customer insights teams suffer from a lack of good data. Pick one area and make a change to the customer experience.

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Customer Experience Metrics Feedback Insights 110

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Silo Focus for B2B CXM Governance 2.

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Government B2B Customer Experience Customers 62

ChurnZero

DECEMBER 27, 2019

5 Common Mist a kes Customer Success Managers Make When Managing Their Day . 5 Misconceptions Customer Success Has About Product . How Best to Create a B2B Cus t omer Survey . Learn these B2B customer survey best practices to generate meaningful customer insights that don’t feel random and haphazard. .

2019 64

2019 Blog E-support Chief Customer Officer 64

SmartKarrot

AUGUST 2, 2023

Customer Success (CS) that focuses on boosting customer retention, loyalty, and overall business growth is a very important function for any customer-centric business. In fact, it is essential for sustainable growth and long-term success for any business across industries.

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Customer Success Net Promoter Score Customer Retention NPS 10

SmartKarrot

JUNE 7, 2021

In customer success, you can manage post-sales and improve the customer relationship. A good partner success strategy can help decrease the failure of bad alliances and help overcome challenges. Technology companies can scale up their customer success function and drive better customer engagement while reducing churn.

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Customer Success ROI B2B NPS 10

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

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B2B Metrics Measurement Competitive Advantage 12

ClientSuccess

MAY 19, 2020

SILICON SLOPES, UT (May 18, 2020) – ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards. We help customer success teams to better onboard, adopt, retain, and grow their customers.

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Customer Success Management 2020 Innovation 69

Retently

JULY 28, 2019

However, this is not just about winning time back in your day, at least when it comes to customer experience. Tech maturity of customer success teams who automate their key processes strongly correlates to significant business growth. Approach customers before they churn. Automate the feedback loop.

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Feedback NPS Roadmap Customers 88

Gainsight

NOVEMBER 18, 2019

After months trying to convince colleagues, “Let’s do it right this time,” finally, everyone agrees to invest in a cross-functional B2B customer experience effort. Post-it notes are everywhere, laying out our customer journey map. The reality is, B2B customer journey mapping is uniquely tough. We’ve all been there.

B2B 9

B2B Customer Journey Mapping Touchpoint NPS 9

Forrester's Customer Insights

JUNE 1, 2022

Attending conferences with other functional leaders can pave the way for change by broadening horizons and expanding perspectives. Our opening keynote demonstrated how anyone, with the proper approach, can create the conditions necessary for change.

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Customer Success Customers B2B Customer Engagement 26

ChurnZero

APRIL 15, 2022

Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. SalesIntel is a leading sales intelligence platform and B2B contact data provider.

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ROI Presentation Metrics Sales 98

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ChurnZero

FEBRUARY 11, 2022

“We built ChurnZero because we knew there was a better way the help our customers—and their customer—succeed. Customer Success Managers are in our software and talk with our team every day. Their success is literally the heart of our business.”. Keeping customers happy is key to any business.

2022 19

2022 Touchpoint B2B Customer Satisfaction 19