Customer Experience Best Books of 2019 – 2020 Readings
eglobalis
NOVEMBER 21, 2019
Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.
Books Culture Customer Success 
[Experience Action Podcast] CX Pulse Check – July 2024
Experience Investigators by 360Connext
JULY 9, 2024
We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture.
2024 
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Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest
eglobalis
JANUARY 28, 2025
During the event, attendees had the opportunity to pick from three books. Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage. Brian never disappoints Mindshift is an exceptional book and his best work so far.
Books 195
195 
CX Education for Employees: Why it Matters & How to Develop Your Program
Experience Investigators by 360Connext
JANUARY 18, 2022
One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.
Culture 378
378 
Inside Customer Success: Typeform
Amity
OCTOBER 5, 2016
Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?
Customer Success 129
129 
Top women CXOs
CloudCherry
MARCH 8, 2019
Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Rashiruleneey Rashid.
40 Best Customer Service Books We’d Recommend to Support Operators
ProProfs Chat
JUNE 30, 2020
To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.
Books 85
85 
Inside Customer Success: Loopio
Amity
APRIL 24, 2017
From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. In the beginning, I was heavily focused on Product and Development, but my primary focus over the last two years has been to serve as the VP of Customer Success.
Mythbuster monthly: Customer Success Manager coverage ratio
ChurnZero
AUGUST 5, 2022
When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest. Let’s find out.
Top 30 Customer Service Books Every Team Needs to Read
Comm100
SEPTEMBER 22, 2016
“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. Mindset: The New Psychology of Success by Carol Dweck.
Books 78
78 
Tips on Creating a Customer-Centric Culture
ShepHyken
DECEMBER 11, 2023
Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Plus, Shep and Steven discuss why some companies remain “diamonds in the rough” and never successfully cultivate a customer-centric culture. What is effective empathy?
CX Education for Employees: Why it Matters & How to Develop Your Program
Experience Investigators by 360Connext
AUGUST 20, 2024
The importance of customer experience has rarely come up in conversations about product development, marketing, or project management. After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. 5 Elements of a Successful Customer Experience Employee Education Program 1.
Inside Customer Success: Uberflip
Amity
OCTOBER 31, 2016
Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.
Inside Customer Success: Achievers
Amity
AUGUST 5, 2016
With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.
Do We have a Couch Potato Storytelling Culture?
One Millimeter Mindset
OCTOBER 24, 2018
Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot. End of story.
Culture 71
71 
High-Touch Customer Success and Automation: The Perfect Match
ChurnZero
APRIL 23, 2021
If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven. Let’s roll with that.
Rules of Engagement for Customer Success and Sales: Considerations and Examples
ChurnZero
JULY 22, 2021
By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Building on the point above, when determining expansion ownership, you want to quantify the established relationships between a Customer Success Manager or salesperson and the customer.
Sales 98
98 
What The World Can Learn from Japan's Exquisite Service Culture
Forrester
MARCH 29, 2016
This empathy-focused culture is rooted in what the Japanese call "omotenashi," a spirit of unobtrusive and respectful approach to guests that anticipates their needs, bestows respect, and surprises them at every point in the service scenario. customer service; CRM; Customer success; CX.
Culture 69
69 
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Chad Horenfeldt – Director of Customer Success at Kustomer.
2020 132
132 
Customer Experience Influencers You Must Follow – Part 2
Customer Guru
AUGUST 21, 2018
Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.
Customer Success Operations: Top Takeaways from ChurnZero Virtual RYG
ChurnZero
MAY 14, 2021
How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Rachel Yockey , Vice President of Experience at Realync.
Stay-at-Home Customer Success Reading List
ChurnZero
JUNE 10, 2020
But unplugging from it all and diving into a good book can, if only for a little while. Enjoy this list of must-read Customer Success books. . . A veritable blueprint for success in the new membership economy, this book is a must-have for organizations of any size. What Customers Crave.
Inside Customer Success: Oracle Marketing Cloud
Amity
FEBRUARY 10, 2017
Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. How did you get started in Customer Success?
4 Customer Success Books You Need to Read!
ClientSuccess
JUNE 15, 2022
As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. This book has the answers.
Books 52
52 
Inside Customer Success: HelloSign
Amity
SEPTEMBER 25, 2017
Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?
Got self-doubt? How to silence imposter syndrome in Customer Success
ChurnZero
APRIL 1, 2022
You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.
Customer Success Specialist Job Description: Template & Examples
Help Scout
SEPTEMBER 21, 2021
The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Learn from those examples, and apply the elements that fit for your team and situation.
Customer Success 104
104 
Brainshark B-B Chief Customer Officer Diane Gordon – CB42
Customer Bliss
MARCH 14, 2017
. “It was important that our customers understood we were taking customer experience very seriously.” ” Diane also wanted to focus on building out a great employee culture, but believed that was out of scope with a “Head of Services” title. ” The customers would agree, and provide benchmarks.
The Ultimate List of Product Management Resources: Books, Blogs, and More
Gainsight
NOVEMBER 20, 2019
In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.
Books 80
80 
Inside Customer Success: test IO
Amity
JANUARY 11, 2017
Hundreds of customer-obsessed organizations -- and their developers, quality assurance engineers, and product managers -- rely on the power and flexibility of test IO’s self-service platform to ship their software faster with confidence. Can you give us a brief overview of Customer Success at test IO?
Inside Customer Success: Vend
Amity
MARCH 24, 2016
Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years. How is Customer Success structured at Vend?
Top 20 Books Every Customer Experience Professional Needs to Read Now
Chattermill
MAY 12, 2019
Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.
CX Wisdom You Need to Know From 6 Leaders in B2B Organizations
Customer Bliss
MARCH 28, 2018
In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Implementing a Customer Success Strategy is a Cultural Transformation.
B2B 171
171 
Amazing Business Radio: Jeff Gothelf
ShepHyken
AUGUST 6, 2019
“Sense and Respond” Culture. Building a Culture of Creative Response to Customer Need. They discuss how companies must build a culture around listening and responding to customer need. The Interview with Jeff Gothelf: Do work that has an impact on your customers.
Culture 120
120 
Amazing Business Radio with Steve Farber
ShepHyken
SEPTEMBER 10, 2019
Doing What You Love in the Service of Customers Who Love What You Do. They discuss how to implement love into every aspect of your business to drive customer success. Achieving this starts on the inside with the company’s culture. Shep Hyken interviews Steve Farber. If they don’t, we will have no competitive advantage.
3 BIG RYG Sessions that Help You Level Up as Customer Success Manager
ChurnZero
SEPTEMBER 22, 2020
Being a phenomenal Customer Success Manager doesn’t just come naturally. Always staying abreast of the latest trends and developments is essential to your long -t erm success. . Be the Sherlock Holmes of Customer Success: Uncovering Hidden Points of Contact (with DocSend ) . We’ve all been there.
The top five Customer Success webinars of 2022 from ChurnZero
ChurnZero
DECEMBER 21, 2022
1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.
Webinar 98
98 
Inside Customer Success: Sysomos
Amity
MARCH 8, 2017
As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture. Making sure every single one of their 1,200+ customers achieves the best possible outcomes using Sysomos is a true mission statement for all departments in the company. Can you tell us about your responsibilities at Sysomos?
5 Top Customer Service Articles for the Week of March 25, 2019
ShepHyken
MARCH 25, 2019
Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. I wrote a book on it!) Here are my top five picks from last week.
2019 113
113 
Customer Success & Teammate Success
Gainsight
AUGUST 26, 2021
This is where elements and best practices refined for customer success can be focused inward for employee success too, helping your organization evaluate how your staff is performing across all dimensions and how your organization is doing with supporting them. Cultivate the organizational culture that aligns with your values.
Amazing Business Radio: Robert Glazer
ShepHyken
DECEMBER 3, 2019
They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others. By investing in your employees, you are investing in the culture of your organization. How can I build my company culture?
4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company
Customer Bliss
JUNE 28, 2019
Gainsight is a SaaS company focused on customer success. What made the customer tick? Why did they originally book with SnackNation? Company culture fit: can you get the job done? Clarify Role and Department Responsibilities. She was missing data to help her tell the larger story. Do you work well with others?
Metrics 172
172 
Amazing Business Radio: James Dodkins
ShepHyken
OCTOBER 17, 2017
James shares seven key components to creating a working culture that best allows for customer success, when the employees are taken care of first and foremost. Giveaway: Download James’ book Foundations for Customer Centricity at no charge!
10 Best Customer Service Books You Need To Read In 2018
Call Center Pros
AUGUST 27, 2018
We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.
Books 40
40 
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