CSM Magazine

JUNE 12, 2015

The Top 15 Award winners, in alphabetical order, are: ISM Top 15 CRM Enterprise Winners. KANA Enterprise v. ISM Top 15 CRM SMB Winners. For the past 25 years – since 1990 – ISM, through its Software Lab, has been awarding recognition to leading CRM providers in Enterprise and Small & Medium Business (SMB) categories.

2015 40

2015 Customer Centricity 2020 Definition 40

SmartKarrot

MARCH 20, 2023

Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Sr. Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on.

Customer Success 19

Customer Success Customers Leadership Measurement 19

Education Services Group

NOVEMBER 16, 2021

They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows. Its basic principle: consistently deliver the right resources at the right point in the customer journey.

Engagement 52

Engagement Touchpoint Customer Success 2021 52

ChurnZero

DECEMBER 9, 2022

Gabby shared how her customer experience acumen set her apart for the CEO role, advocating that “Customer Success is front and center of all the skills that you need to be a great CEO.”. It can be hard to convince PE firms to invest in the customer. How did you get your PE colleagues to invest in the customer experience?

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Oracle

FEBRUARY 16, 2018

According to Ovum’s ICT Enterprise study, over 90% of businesses have digital transformation as a top item on board agendas. Define your customer experience vision. This allows business and technical teams to create new customer experiences quickly per the ever-changing business and consumer dynamics.

B2C 56

B2C Roadmap B2B Retail 56

Kustomer

FEBRUARY 6, 2024

If you’re a CX leader running an enterprise-level organization, you need help desk software that goes beyond just automating basic support processes and managing tickets. So, how do you figure out which enterprise help desk software is the right option? And that’s exactly what we did in this guide.

2024 98

2024 Multi-Channel Omnichannel E-support 98

Gainsight

SEPTEMBER 21, 2020

Since 2013, BazaarVoice has been using Gainsight’s platform to gain insight into customer health and improve customer experience. BazaarVoice was one of the first software companies to embrace customer success ideology and practices. ” With customer success, it is a top-down and enterprise-wide motion.

Customer Centricity 52

Customer Centricity NPS Customer Success 2013 52

Oracle

JUNE 14, 2018

But that’s easier said than done, especially if your budget looks more like a startup’s than an enterprise’s. We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018.

Loyalty 54

Loyalty Brands B2C 2018 54

Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Customer experience is not customer service/support. About Libby. See above.).

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Education Services Group

DECEMBER 14, 2022

Q: What recommendations do you have for companies (SMBs) that don’t have access to data scientists? And we are seeing a lot of organizations in the SMB space look for this kind of Data Science as a Service approach. How can they leverage the data they have with an AI approach? So, there are opportunities out there.

Webinar 52

Webinar Innovation Customer Success B2B 52

CustomerSuccessBox

FEBRUARY 28, 2022

The free version allows them to generate leads whereas it is those free members who used the product to convert as a paid customer. Slack has attractive enterprises onboarded as well! They have more customers who contribute to paying $100k and more a year. Enterprise is stable whereas SMB’s are skyrocketing in Shopify.

E Commerce 52

E Commerce E-support Customer Retention Sales 52

ChurnZero

MARCH 18, 2022

But if it costs you 40 cents to get a customer, or something really low, and you get a lot of customers coming in, and you’re churning through most of them, you can probably get away with it. I’ve worked with some companies that have a zero percent expansion rate because they sell enterprise coverage on the first deal.

Metrics 98

Metrics Customer Success 2021 NPS 98

SmartKarrot

JANUARY 18, 2023

Role: Head of Customer Success Location: Lakeland, FL (Hybrid) Organization: Dice As a Head of Customer Success, you will partner with Product, Customer Experience, Technology, and Operations leadership to build a cohesive, compelling, class-leading customer experience. Apply here: [link].

Customer Success 19

Customer Success Roadmap Document Webinar 19

CustomerSuccessBox

MARCH 4, 2022

Architecting the customer success organization and solutions to leverage and grow in support of our revenue goals, including finding the correct balance of services and support for our many customer categories – Large Enterprise, Mid-market, and SMB. Increase Efficiency Through Technology.

Customer Success 52

Customer Success Demo Customers Leadership 52

ClientSuccess

MARCH 13, 2020

Ali Rayl, VP of Customer Experience @Slack. Article in Fast Company last month showing what HackerOne is doing to help expose and protect Enterprise companies from Cyber Attacks. . Lauren Schwartz: Senior Regional Director, Enterprise Sales @Segment. How to ensure successful cross-functional communication.

Presentation 52

Presentation Blog Healthcare Events 52

ClientSuccess

MARCH 13, 2020

Ali Rayl, VP of Customer Experience @Slack. Article in Fast Company last month showing what HackerOne is doing to help expose and protect Enterprise companies from Cyber Attacks. . Lauren Schwartz: Senior Regional Director, Enterprise Sales @Segment. How to ensure successful cross-functional communication.

Presentation 52

Presentation Blog Healthcare Events 52

CSM Practice

NOVEMBER 4, 2019

Customer-centric businesses aim to deliver excellent customer experience at all levels of segmentation. However, a growing customer base results in limited CSM resources. Interestingly, the best customer experience doesn’t always require a Customer Success Manager (CSM).

Customer Success 45

Customer Success Customer Journey Mapping NPS Presentation 45

Gainsight

SEPTEMBER 29, 2021

The first requirement in most CS Ops positions is to establish a systemized way to capture your customer’s data. If you are a Small to Medium Business (SMB) with under 50 employees, your CS system may be in a spreadsheet format or a Google doc shared in a common drive accessed by customer-facing employees.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Manager Location: Perth, Western Australia, Australia Organization: Pure Storage As a Customer Success Manager, you will establish, own and drive strategic, operational, risk, and growth management reviews as they relate to hardware/service delivery, deployments, migrations, capacity planning & expansions.

Customer Success 19

Customer Success Touchpoint Customer Journey ROI 19

SmartKarrot

JANUARY 3, 2023

Work closely with and in partnership with the Leader of Customer Support to ensure positive collaborations across Customer end to end ways of working. Deliver world-class customer success processes for both SMB and Enterprise customers that scale. Drive a company-wide culture of customer success.

Customer Success 19

Customer Success Net Promoter Score Customers Management 19

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ViiBE Blog

JULY 8, 2021

Customer experience , Technology. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. ViiBE Blog. What are the different kinds of top cybersecurity companies? Natalia Barszcz. July 8, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email.

2021 52

2021 Government Transportation Automotive 52

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Leadership ROI Metrics 19

SmartKarrot

FEBRUARY 20, 2023

Through customer interaction, inventive problem-solving, and excellent internal coordination with our Customer Onboarding team, empower the team to identify and successfully address accounts with low uptake. Create, provide, and administer high touch and large-scale programmes to satisfy the requirements of various customer segments.

Customer Success 19

Customer Success Communication Customers Books 19

Thematic

NOVEMBER 28, 2019

The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald. How long have you been working in Customer Experience?

ROI 100

ROI Net Promoter Score Metrics B2C 100

SmartKarrot

AUGUST 23, 2021

Maintain high customer retention and recurring revenue retention rates. Manage customer satisfaction ensuring an exceptional customer experience and reference ability. Deliver best-in-class retraining programmes for existing customers to support them with utilizing new functionality and product improvements.

Customer Success 19

Customer Success Consulting Customer Satisfaction Presentation 19

Talkdesk

JULY 31, 2017

It seems that what you are describing happens mainly in the enterprise. Do you think it’s happening in midmarket and SMB? It’s definitely happening in SMB, it’s happening in mid-market, it’s happening all around the world. Enterprise is bringing scale and sophistication with it.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Oracle

MAY 1, 2018

” – Julie Zisman, Head of North America Marketing, CX and SMB, Oracle. ” – Monica O’Dwyer, Enterprise Customer Success Manager, Veritas. There are good times and bad times in everyone’s careers, but the real opportunity is what you do with the information that you gain out of the bad times.”

Leadership 49

Leadership 2018 Technology Article 49

Talkdesk

JULY 31, 2017

It seems that what you are describing happens mainly in the enterprise. Do you think it’s happening in midmarket and SMB? It’s definitely happening in SMB, it’s happening in mid-market, it’s happening all around the world. Enterprise is bringing scale and sophistication with it.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. About Irit Eizips.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. About Irit Eizips.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. About Irit Eizips.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Thematic

NOVEMBER 28, 2019

The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald. How long have you been working in Customer Experience?

ROI 62

ROI Net Promoter Score Metrics B2C 62

SmartKarrot

JULY 3, 2020

Role: Customer Success Manager Location: Columbus, OH, US Organization: FloQast As a Customer Success Manager, you will manage a diverse portfolio of customers, from SMB to enterprise, develop new business from existing clients and manage the client relationship. Apply here: [link].

Customer Success 10

Customer Success Consulting Customer Satisfaction Sales 10

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

SmartKarrot

NOVEMBER 3, 2020

Drive a high performing CS team strategy with a highly consultative, analytic, and customer-centric mentality to cater to both SMB and enterprise-level accounts. Design and launch eLearning and other critical programs to improve customer experience and operational efficiency.

Customer Success 10

Customer Success Reference Consulting Customers 10

SmartKarrot

JULY 20, 2020

Role: Customer Success Manager – Commercial Location: Columbia, MD, US Organization: Tenable Being a CSM at Tenable, You will have to establish and drive sales activities for the software products within a designated geography. Manage customer journey throughout the sales cycle. Keep clients updated on new features. Apply here: [link].

Customer Success 10

Customer Success Presentation Sales Customers 10