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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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?
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 
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 
Five essential truths for customer success leaders in mid-2024
ChurnZero
JUNE 12, 2024
Will your customer success team see further cuts this year? Take a mid-2024 dive into these hot CS topics with ChurnZero CEO You Mon Tsang , who recently joined ESG’s Michael Harnum , and Melissa Langworthy for an in-depth discussion on how to retain and grow customers this year and beyond.
2024 52
52 
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 
Inside Customer Success: Densify
Amity
NOVEMBER 28, 2018
Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. I am the GM, the coach and the player.
Customer Success 106
106 
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.
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.
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.
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.
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.
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 71
71 
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 
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 
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 
11 Books Frontline Customer Success Managers Should Read Right Now
ClientSuccess
AUGUST 24, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Books 40
40 
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 
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.
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 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 
Critical Insights to the CS Culture, Career, and the CCO Role Revealed in the 2021 Game Changer Podcasts
Gainsight
MARCH 10, 2022
Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale. Culture is the Glue. As a result of building a winning culture, you have created a “ lasting source of competitive advantage.” Is that true?
2021 59
59 
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.
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 
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 
6 Key Takeaways From ‘Managing Friction Between Customer Success and Other Company Departments’ Panel
ChurnZero
FEBRUARY 26, 2021
Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.
Customer Success Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.
Metrics 52
52 
Customer Success Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.
Metrics 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?
Apr 04 – Customer Success Jobs
SmartKarrot
APRIL 4, 2023
By directing projects and programmes to enhance engagement strategies based on customer segmentation and fostering a culture of continuous improvement, you may define and optimise the customer lifecycle. Establish and maintain a top account funnel for prospective upsell and cross-sell opportunities.
Correlation vs. Causation in Customer Success
Gainsight
OCTOBER 31, 2018
I’m reading this fabulous book right now that is perfect for anyone making important decisions— The Book of Why. I can think of at least three customers that we lost because of this feature.”. The top performing IPOs all have great cultures.”. How do we quantify the impact of Customer Success?”.
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.
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.
Carine Clark CS100 Summit Presentation – Top Customer Success Leadership Characteristics
ClientSuccess
AUGUST 30, 2018
Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. The rest of the company includes your CEO, which, in Carine’s opinion, shouldn’t be as hard as many customer success teams expect.
Presentation 40
40 
Jan 20 – Customer Success Jobs
SmartKarrot
JANUARY 20, 2023
Role: Customer Success Lead Location: Remote, Switzerland Organization: Earny Switzerland As a Customer Success Lead, you will take charge of user requests & improve the payroll application and user experience. You will bring precise and fast answers to customers on all contact channels (emails, phone, etc).
Amazing Business Radio: Karin Hurt and David Dye
ShepHyken
NOVEMBER 16, 2021
Courageous Culture. Bringing Great Customer Experience Ideas Forward. award-winning authors of five books including, ?Courageous Courageous Cultures: How to Build Teams of Micro-Innovators,? Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem Problem Solvers, and Customer Advocates.
Culture 73
73 
How to help CSMs succeed in 2024: a VP’s perspective
ChurnZero
JULY 9, 2024
Last month, Jared Orr made three strong recommendations, from a CSM’s perspective, for customer success leaders looking to help their CSMs succeed. I wanted to complement his suggestions with three of my own, written from the perspective of a VP of customer success. But what if it happens twice in one day, or more?
2024 98
98 
Apr 03 – Customer Success Jobs
SmartKarrot
APRIL 3, 2023
Role: Customer Success Manager Location: Berlin, Germany (Hybrid) Organization: Ultimate As a Customer Success Manager you’ll assist 15-20 mid-market customers as their main point of contact during the installation and growth phases of their automation journey.
CSM from the Trenches: Mentors – Steve McDougal, VP of Customer Success, Preqin Solutions / Dynamo Software
ClientSuccess
AUGUST 27, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Jan 13- Customer Success Jobs
SmartKarrot
JANUARY 13, 2023
Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal.
Sep 02 – Customer Success Jobs
SmartKarrot
SEPTEMBER 2, 2022
Role: VP of Customer Success Location: Remote, Menlo Park, CA, US Organization: AutoService A.I. As a VP of Customer Success, you will onboard and guide customers to enable a seamless implementation experience. Understand every aspect of the customer business and prioritize customer needs.
Nov 24 – Customer Success Jobs
SmartKarrot
NOVEMBER 24, 2022
Role: Director of Customer Success Location: Remote, United States Organization: Hawke Media As a Director of Customer Success, you will establish a culture of high performance, accountability, and solutions-oriented thinking. Apply here: [link]. Apply here: [link].
Nov 17 – Customer Success Jobs
SmartKarrot
NOVEMBER 17, 2022
Role: Head of Customer Success Location: Remote, United States Organization: Voxie As a Head of Customer Success, you will mentor and inspire a team of high-performing Customer Success Managers. Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth.
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