Gainsight

NOVEMBER 28, 2023

In just 18 months, MoveWorks expanded their Customer Success Manager (CSM) team from just 7 reps to over 25. Rapid Growth Meets Digital Customer Success But rapid growth comes with growing pains: Key customer data became siloed across multiple tools. Thus, Customer Success 2.0 Repeatable Custom Deck-Building Process.

Customer Retention 52

Customer Retention Omnichannel Document Customer Success 52

Quadient

JULY 25, 2022

Choosing your Customer Journey Software: our best tips. It’s critical that the entire organization works together to create the customer experience that your customers want and expect. But how do you shift the focus of the entire company to put the customer front and center? j.shah-thiel. Introduction.

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 52

Think Customers

SEPTEMBER 22, 2023

Rather than force customers into interactions dictated by the company, an omnichannel system enables customers to engage with a brand on their channel of choice when, where, and how they prefer. A company is not “omnichannel” just because it is capable of interacting with customers across all channels.

Omnichannel 52

Omnichannel Contact Center Social Media 2023 52

inQuba

OCTOBER 18, 2021

Leading Customer Journey Management and Customer Experience (CX) software company, inQuba, has been announced as Microsoft’s ISV Partner of the Year, Industry Solution, Financial Services Industry.

Financial 52

Financial 2010 2021 Customer Journey 52

Gainsight

AUGUST 31, 2020

A focus on seamless handoffs and a smooth onboarding helps ensure a positive customer experience and results in a healthy and happy new customer. At Gainsight, we do this through our Journey Orchestrator. EdTech customers can combat competition by capturing as much wallet share as possible from their existing customers.

2020 98

2020 User Experience Technology Marketing 98

Gainsight

MARCH 25, 2020

Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. My teammates and their families are going through the same issues, and our customers are feeling the financial impact of business uncertainties.

Communication 143

Communication Fashion Financial Hospitality 143

Gainsight

NOVEMBER 16, 2023

Every year at Pulse Europe , we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. As a result, their companies reap the rewards of stronger adoption and customer retention.

2023 52

2023 Telecommunications Contact Center Innovation 52

Kitewheel

JULY 16, 2020

Kitewheel was honored that Cheetah Digital’s Patrick Tripp invited the president of our company, Mark Smith, to be a guest on a recent “Pulse” podcast , highlighting our new partnership and the importance of journey management. Data must drive us towards answering questions about the customer journey.

Customer Journey 52

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Gainsight

JULY 26, 2023

In the current market, a company’s future is increasingly being determined by its existing customers. As new business growth slows down, companies that retain and expand their customer base are poised to survive and beat the downturn. This is where digital user journeys come into play. Change over time.

NPS 52

NPS Effort Score Roadmap Measurement 52

Customer Guru

OCTOBER 16, 2018

Customer Experience is the only true differentiator for brands today. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Jeanne Bliss, Customer Experience Expert and Best-selling Author.

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Customer Experience Definition Interaction Touchpoint 129

Quadient

AUGUST 11, 2022

But while concerns of economic uncertainty remain top of mind, the market for customers’ time, attention, and spending is becoming fiercely competitive, making 2023 the right time to transform your customer communications. Aspire Leaderboard: Create a Custom Vendor List Aligned with Your Criteria.

2022 52

2022 Omnichannel Customer Journey Mapping 2023 52

Gainsight

DECEMBER 14, 2020

So even one negative experience could cause a customer to leave and never return. At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy.

Customer Engagement 52

Customer Engagement Engagement NPS Customer Journey 52

Optimove

APRIL 28, 2022

The IDC MarketScape assesses the capabilities and strategies of popular enterprise software vendors and specialty CDP providers in serving the needs of retail and CPG companies worldwide across industry segments (food and nonfood retail). ” Give it up to customer-facing teams. For a complimentary copy of the report, click here.

Retail 40

Retail 2022 E Commerce E-support 40

Kitewheel

AUGUST 3, 2020

Journey Analytics Drives Better Experiences. Customer experience is the key competitive battleground for businesses and marketers in particular. We’ve discussed the importance of journey orchestration, recently covered in The Forrester Wave report. Here are six reasons why Marketers should care about journey analytics.

Marketing 52

Marketing Omnichannel Customer Journey NPS 52

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. As the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. Here’s a look at how to drive adoption with digital user journeys.

NPS 52

NPS Touchpoint Customer Journey Effort Score 52

Quadient

JUNE 22, 2022

As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. According to the IDC MarketScape report, enterprises that seek omni-channel customer experiences through the lens of a customer journey should consider Quadient.

2022 52

2022 Multi-Channel Omnichannel Communication 52

Gainsight

NOVEMBER 22, 2019

Why Aren’t Customers Adopting Our Latest Release? Your colleagues in Marketing, Sales, and Customer Success (CS) are trained on the new release. The code is deployed and you’ve sent out email release notes to all of your customers. As a product manager for an enterprise software company, this scene is all too familiar.

Multi-Channel 80

Multi-Channel Demo Customer Success Communication 80

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Organizations have been using this type of AI for decades.

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Presentation Customer Journey Measurement Definition 88

Bizagi

FEBRUARY 25, 2020

Whether it’s customer communications in the form of desktop assistants, or automated tasks across an enterprise, automation is transforming the way we live and work. To deliver services based on this automation, organizations need to orchestrate their complex operations through automated processes.

Banking 117

Banking Technology Insurance Government 117

Gainsight

SEPTEMBER 8, 2020

In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Define and design the customer journey.

Webinar 52

Webinar Customer Success Customer Journey Events 52

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. The capabilities you need to operationalize your Customer Success practice.

Customer Success 94

Customer Success Customer Journey Mapping NPS 2020 94

Think Customers

APRIL 12, 2022

Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. But even modern tools can be damaging for the employee and customer experience if used at the wrong place and time.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Network (APN) recognized VoiceFoundry’s work to help customers elevate their customer experience leveraging Amazon Connect. The AWS Partner Awards also recognize AWS Partners whose business models continue to evolve and thrive on the AWS Cloud as they work with customers.

2021 52

2021 Connections Contact Center Omnichannel 52

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.

Customer Success 52

Customer Success Roadmap Touchpoint Customers 52

Kitewheel

JANUARY 25, 2021

They must prepare for the changes that are coming to the world of customer journeys. In this blog, we lay out our 2021 trends based on years of experience in the customer journey space. With massive changes to customer demands and business needs, corporate leaders need to keep the customer experience front and center.

2021 52

2021 Omnichannel 2020 Customer Journey 52

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. Ready to provide education for onboarding and customer usage.

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Roadmap Return on Investment Customer Journey Customer Success 59

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

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Yet in most software companies, accountability for NDR is still unclear or dispersed across multiple functions. Digitize the customer experience.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

CustomerSuccessBox

JUNE 15, 2021

From business to business, different teams may handle renewals, or the renewal process may be different for each customer segment. It can help you standardize your process and be consistent with your customer experience. Customer Success playbooks enhance customer experience and improve the way your service is delivered to customers.

B2B 52

B2B Customer Journey Customer Success Events 52

Totango

MAY 19, 2021

Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. How to Use the Customer Success Platform Evaluation Scorecard Template. Customer 360. Customer Retention. Customer Journey Orchestration. Segmentation and Personalization.

Customer Success 108

Customer Success Customer Retention 2021 Customers 108

SurveySparrow

AUGUST 14, 2023

They are the result of a well-crafted customer experience framework that transforms regular businesses into customer-centric marvels. In this blog, we’ll take you on a journey through the realm of CX frameworks. What is a Customer Experience Framework? What Makes a Good Customer Experience Management Framework?

Customer Experience 52

Customer Experience Customer Centricity Customer Journey Mapping Touchpoint 52

Gainsight

MARCH 31, 2020

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. If your team is like most other customer-facing organizations, you rely on email to do a lot of communications with your customers.

Customer Success 85

Customer Success E Commerce E-support NPS 85

Gainsight

JANUARY 8, 2021

Many enterprise companies find themselves without either a tool or platform that gives a unified customer experience across multiple products. As a result, the customer can often experience a disjointed. The company is unable to optimize or scale the customer and ultimately impacts customer retention.

Customer Confidence 52

Customer Confidence Customer Retention Engagement Customer Base 52

Gainsight

OCTOBER 26, 2021

An effective Customer Success strategy requires that the entire company is focused on delivering the best customer experience. Admins are not only responsible for flipping the switches in Gainsight software but also for determining how the software should be configured to help CS Ops team members best achieve customer-oriented goals.

Multi-Channel 52

Multi-Channel Document Customer Success Management 52

Gainsight

JANUARY 7, 2019

We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. These challenges are nothing new to Customer Success (CS). But as SaaS becomes the global standard for delivering software, it’s urgent that companies get to the root of the problem.

Customer Success 65

Customer Success Multi-Channel Roadmap Customer Journey 65

Gainsight

MARCH 1, 2021

One of the best parts of my job is my involvement in the exploding career of Customer Success. I’ve noticed as Customer Success became the 6th-most-promising career in the world , according to LinkedIn. I typically have 3-6 calls per week with Customer Success leaders thinking about their next role. Owning the Number Is Key.

2020 52

2020 Customer Success Leadership Sales 52

Gainsight

AUGUST 24, 2020

You’ll find me in pursuit of that goal, whether it’s inventing customer success processes, facilitating a working session, managing my team, evolving my workout and meditation routine, or (to the aggravation of my fly-by-the-seat-of-his-pants husband) grocery shopping. Customer communications and surveys. Process development.

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