ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

2020 72

2020 Customer Success Events Workshop 72

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Upsells Happen Every Day.

Customer Success 76

Customer Success Customer Centricity ROI Metrics 76

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Customer Success 72

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 72

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

Metrics Customer Success Net Promoter Score NPS 52

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

Metrics Customer Success Net Promoter Score NPS 52

SurveySensum

DECEMBER 22, 2022

Voice of Customer (VOC) – Brief. Customer feedback is crucial for any business’ growth. And a VOC program helps businesses gather customer feedback through multiple channels and enable customer-centricity across the organization. . Launch a customer loyalty program .

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Networking events. Customer advisory board.

Engagement 52

Engagement Marketing Events Customer Relationship Management 52

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. What is a Customer Engagement Strategy? Analyzing customer success metrics.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

Totango

OCTOBER 29, 2019

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. 1: Recruit the Right People.

Customer Success 61

Customer Success Demo Feedback Customers 61

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals.

Customer Success 19

Customer Success Seminar Roadmap Customer Centricity 19

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

SmartKarrot

NOVEMBER 8, 2023

In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth.

Customer Success 10

Customer Success Customer Relationships Document Communication 10

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

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 59

Metrics Net Promoter Score Effort Score NPS 59

SmartKarrot

JULY 17, 2023

Customer Success is one of the most important key drivers of the long-term success and sustainability of a business across industries. Businesses require being proactive in ensuring that their customer achieves their desired result and fully realize the value of products and services for which they have made a payment.

Customer Success 10

Customer Success Customer Relationship Management Social Media Customer Relationships 10

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Webinar 62

Webinar Customer Success B2B NPS 62

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. Track Customer Progress and Optimize Your Onboarding Process.

E Commerce 127

E Commerce E-support Hospitality Healthcare 127

SmartKarrot

JANUARY 29, 2021

Role: Vice President of Customer Success Location: San Francisco Bay Area, US Organization: Privacera As a Vice President of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team.

Customer Success 10

Customer Success Customer Service Representative Customer Centricity Customers 10

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Profitability (efforts to increase revenue and profit from customers). Lynn Hunsaker.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

CSM Practice

JUNE 6, 2020

Despite the benefits of a higher renewal rate, many SaaS companies focus on generating revenue from new customers even while they lose revenue to customer churn. Contrarily, SaaS companies who understand the importance of high renewals can grow stable revenue while delivering optimum value to their customers. Increase Retention.

Metrics 89

Metrics Measurement Customer Success Financial 89

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Profitability (efforts to increase revenue and profit from customers). Lynn Hunsaker.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Amity

JUNE 24, 2018

This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process. Customer-centric thinking gives customers a positive experience that will bring value to both the vendor and the customer.

Customer Centricity 79

Customer Centricity Customers Customer Success Feedback 79

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset.

Customer Success 52

Customer Success Marketing Net Promoter Score NPS 52

Amity

DECEMBER 20, 2013

Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service. The last 12 months have been an intense and exhilarating ride!

2012 48

2012 2013 2014 Events 48

Totango

AUGUST 8, 2019

In his 2016 letter to Amazon shareholders , Bezos describes the preservation of this day 1 feeling as the biggest driver for pursuing a customer-centric approach. He believes customers desire “something better” and that your business needs to provide that kind of continued value. 3 Benefits of Customer-Centricity .

Customer Centricity 91

Customer Centricity Customer Relationships Metrics Lifetime Customer 91

SmartKarrot

NOVEMBER 6, 2020

Role: Vice President of Customer Success Location: Remote, United States Organization: Lionbridge As a Vice President of Customer Success, you will develop and implement a strategic customer success program, increase wallet share, identify areas of opportunity to cross-sell and support new business growth.

Customer Success 8

Customer Success ROI Loyalty Programs Webinar 8

SmartKarrot

OCTOBER 2, 2023

Churn—the rate at which customers stop using a product or service—is a challenge many businesses face. But, with the right strategies and approach, you can significantly reduce churn rates and drive long-term customer success. In this post, we list out 15 key points in a customer life-cycle journey to cut churn rates by half.

Touchpoint 10

Touchpoint Culture Loyalty Customer Centricity 10

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

SmartKarrot

DECEMBER 21, 2020

If you are a customer success professional, you get to collaborate with many other departments in your organization. Customer success is not a siloed function. It brings many opportunities for other departments to leverage the customer data that it has access to. It is the customer success function.

Customer Success 10

Customer Success Net Promoter Score Sales Customer Centricity 10

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer Centricity 85

Customer Centricity ROI Events Metrics 85

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

CSM Practice

JULY 6, 2020

SaaS companies are now turning to their customer success teams as client health , retention, and expansion of accounts become new priorities. This change in internal direction is beneficial to customers, as the success of the customer must be value-driven to ensure these outcomes. 1. More Customer Success.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Develop an engagement plan.

2016 267

2016 Innovation Marketing Insights 267

Totango

JANUARY 8, 2019

When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. If you work around their needs and schedules, customers will be more open to talking to you.

2018 54

2018 Social Media Customer Success Customer Relationship Management 54