Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Document 358

Document Net Promoter Score Government Leadership 358

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. 5 Key Takeaways. Need help leading your CS team?

Customer Success 86

Customer Success Webinar Leadership Communication 86

Gainsight

MARCH 8, 2023

Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” As he explains it, the key to winning in business is simply to be human, communicate openly, and treat those around you with compassion and respect. Look in the mirror. Give more to get more.

Leadership 52

Leadership Financial Workshop Books 52

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success Customer Satisfaction Customer Service Representative Webinar 70

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 102

Customer Success Webinar Chief Customer Officer Leadership 102

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 98

Customer Success Culture Leadership Customers 98

ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Communicate and engage.

Customer Success 75

Customer Success Webinar Measurement Leadership 75

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. 5 Key Takeaways. Need help leading your CS team?

Customer Success 69

Customer Success Webinar Leadership Communication 69

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Second, desire for the role, or cultural fit, matters way more than skillset. Then, think about leadership in general. For more customer success webinars and resources, click here.

Sales 52

Sales Customer Success Webinar Tourism 52

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen.

Customer Success 94

Customer Success 2026 Definition 2022 94

Thematic

APRIL 12, 2023

People sit and have meetings at that table because it's so central to the company culture and values. There is a focus on empathy for and listening to customers. Another example is getting your executive leadership team to call detractors. Afterward, he’d talk to the customer success team about his learnings.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Amity

JANUARY 9, 2019

With Elizabeth's permission, we are republishing and sharing it with our community. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. As a first step, let’s examine the causes.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

Gainsight

JUNE 8, 2022

In Customer Success circles, we practice the belief that when a company has the customer at the center of all that it does, customer outcomes will be achieved. his means that the product or service that a company is providing satisfies customers’ business needs. Teach Employees How to Help.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. What if current and potential customers run their businesses well-enough, so that big, hairy problems never, or rarely, occur?

Culture 71

Culture Workshop Leadership Books 71

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Is There Still Cultural Alignment? Cultures evolve, that much is clear. Cultures evolve, that much is clear.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. You’re listening to the Customer Service Secrets podcast by Kustomer. TRANSCRIPT.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

TechSee

AUGUST 31, 2022

After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business. Consider your team culture and their technology stack. Internal Adoption. Launch & Rollout.

Engagement 109

Engagement Culture Technology Omnichannel 109

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

Customer Success 52

Customer Success Customer Centricity Feedback Customers 52

Education Services Group

JUNE 15, 2022

I’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. What do you think is the link between employee success and CS?

Customer Success 52

Customer Success Webinar Connections Fashion 52

ShepHyken

NOVEMBER 16, 2021

Courageous Culture. Bringing Great Customer Experience Ideas Forward. They are known for practical tools and leadership development programs that stick. Courageous Cultures: How to Build Teams of Micro-Innovators,? Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem Karin and David are the?award-winning

Culture 73

Culture Innovation Leadership Books 73

Amity

NOVEMBER 14, 2016

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. No pressure, right? Experience.

Customer Success 95

Customer Success Management Culture Communication 95

Amity

MARCH 5, 2018

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. No pressure, right? Experience.

Customer Success 77

Customer Success Management Culture Communication 77

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. Here are some considerations to take into account when looking for a new customer success platform: 1. So, how are you supposed to choose??

Customer Success 52

Customer Success Metrics Culture Insights 52

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. Show Examples of Success Early On.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

SmartKarrot

SEPTEMBER 20, 2022

Role: Director, Customer Success – West Location: Remote, United States Organization: UiPath As a Director of Customer Success, you will be responsible for the execution of the UiPath GTM strategy to ensure over-achievement of the revenue targets and business objectives.

Customer Success 19

Customer Success Document Roadmap Leadership 19

SmartKarrot

FEBRUARY 21, 2023

To provide high levels of customer satisfaction, recruit and train the best customer success managers. Line manage the team, cultivate a positive team culture, hold regular 1-on-1 meetings and team gatherings, and make sure that decisions, plans, and goals are communicated and that problems are promptly fixed.

Customer Success 19

Customer Success Multi-Channel Leadership Customers 19

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

Customer Success 19

Customer Success Customer Retention Fashion Culture 19

Gainsight

FEBRUARY 11, 2019

Last month, I quit my position as head of Customer Success at my company, RD Station. Customer Success Is Not Your Product. Thus we used the customer success team to make product development faster. Customer Success is not your product. Yep, customer success folks. Why I Moved.

Customer Success 81

Customer Success Demo Sales 2016 81

One Millimeter Mindset

SEPTEMBER 17, 2018

Just ask your customers. When customer service delivery is not a cultural element of customer experience delivery, the customer gets abandoned along the way. Yes, each customer has a journey that our organizations need to understand. Then take a look at my latest speaking programs and workshops. .

Customer Service 202

Customer Service Customer Experience B2C Workshop 202

ProProfs Chat

MAY 21, 2020

However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. With good experience, communication skills, and product knowledge, your operators can easily take care of your customers and their growing expectations. Discuss the Work-Culture & What Candidates Can Expect.

Customer Service Representative 111

Customer Service Representative Customer Service Communication Leadership 111

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score?

Metrics 89

Metrics Demo NPS 2023 89

SmartKarrot

JANUARY 4, 2023

Role: Director of Customer Success Location: Remote, United States Organization: Slync.io As a Director of Customer Success, you will plan, lead, organize and control multiple project initiatives in accordance with the approved scope and schedule. Apply here: [link]. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Document Customers Sales 19

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Gainsight

APRIL 4, 2023

In the discussion, she outlined the change management process she and her team followed in order to empower hundreds of their Technical Account Managers (TAMs) around the globe to improve customer success outcomes with Gainsight. Leadership was sensitive to the tactical and emotional impact of the change.

Management 52

Management Leadership Customer Centricity Government 52