Gainsight

JUNE 27, 2023

Over two days, more than 50 Customer Success CxOs and SVPs from leading businesses like Hubspot, Mews, Software AG, Intercom, Alteryx, and Darktrace came together at Oakley Court in Windsor to share knowledge, foster connections, and explore the ever-evolving Customer Success landscape.

ROI 52

ROI Events Return on Investment Touchpoint 52

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 63

Customer Success Management Net Promoter Score Metrics 63

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

Education Services Group

MAY 12, 2021

Madeline Evans, Digital Customer Success Manager. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! What is it that customers truly expect? Joshua Robitaille, Customer Success Program Manager.

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Totango

MAY 23, 2019

It’s also worth noting that up to 70% of revenue in a subscription business comes from existing customer renewals and upsells. Customer success upsells are critical to your own success. Let’s look at how you can generate customer success upsell opportunities and encourage continued expansion.

Customer Success 75

Customer Success Customer Centricity ROI Metrics 75

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

Customer Success 52

Customer Success 2021 Measurement ROI 52

Totango

JUNE 28, 2022

And in order to maximize your ROI, you should be focusing on retention and customer satisfaction strategies. The key to retaining your customers during market uncertainty is to help them see the value they’re experiencing from using your product. Be Proactive About Customer Health .

Return on Investment 75

Return on Investment Competitive Advantage ROI Communication 75

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. . Customer Success Helps Businesses Rebound – Through Their Clients. Customer Success Is a Unicorn.

2020 69

2020 Customer Success 2021 2012 69

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

Gainsight

JULY 26, 2023

And as the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. What’s the difference between a customer journey and a user journey? Customer journeys encompass everything with an overall account. Let’s start with the basics.

Customer Journey 52

Customer Journey ROI Webinar Customers 52

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

Amity

OCTOBER 17, 2016

Last week, we published a blog post in which Susan Nabeth Moore explored how Customer Success has changed the traditional Marketing and Sales revenue funnel and the way we conceive of the customer journey. Potential customers need to know WHY they should invest. Customer management buy-in and engagement is key.

Customer Journey 81

Customer Journey ROI Sales Measurement 81

Gainsight

APRIL 2, 2021

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.

Customer Success 52

Customer Success Events Sales Travel 52

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. In this customer-centered economy, a lapsed customer could represent years of lost renewal opportunities.

Management 107

Management B2B Seminar ROI 107

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Measurement 52

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Feedback 40

SmartKarrot

OCTOBER 10, 2022

Be the voice of the customer and champion this knowledge with cross functional teams within Diagnostic Robotics to improve the existing product experience as well as inform new product development opportunities. Apply here: [link] Role: Customer Success Manager Location: Remote, United Kingdom Organization: Trimble Inc.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Changing management is hard but critical to the success of a CS team.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

Gainsight

SEPTEMBER 29, 2023

That’s a wrap on Pulse Encore NYC , where attendees joined a more intimate Pulse experience filled with insightful sessions, all-star keynotes, hands-on workshops, and even more exclusive time with Customer Success (CS) leaders. on the heartbeat of customers is critical in the current economic climate. Customer Success 2.0

ROI 52

ROI Workshop Customer Success Insights 52

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Totango

SEPTEMBER 22, 2020

Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. Proactively Provide Value.

Customer Engagement 98

Customer Engagement Engagement Customer Journey Customer Success 98

SmartKarrot

APRIL 15, 2022

Role: Vice President of Customer Success Location: Phoenix, AZ, US (Hybrid) Organization: Chime Technologies Inc. As a Vice President of Customer Success, you will drive customer success outcomes by influencing product adoption, customer satisfaction, and overall customer success.

Customer Success 19

Customer Success Return on Investment Webinar Leadership 19

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Imagine a star-studded debut, with entertainers walking the red carpet and searchlights beckoning people to the event. we packed into Moscone Center.

Entertainment 98

Entertainment Customer Success Events ROI 98

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. So, how did IntelliShift do it?

Webinar 52

Webinar Customer Success Customer Journey Events 52

Totango

SEPTEMBER 10, 2019

As an equation, it looks like this: Customer Lifetime Value = Customer Revenue – the Cost of Acquiring. and Serving the Customer. You can increase customer revenue and reduce the cost of serving them by adopting customer success best practices that increase the value customers derive from the product.

Events 72

Events Customer Journey Customers Loyalty 72

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. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

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

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. According to OpenView , the NPS score doesn’t answer the ultimate “Why” question, and the score may also only give a partial view of how customers actually feel at a certain point in time.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ChurnZero

OCTOBER 6, 2020

Superior Customer Success programs set great companies apart from their peers. Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. The Award Categories. Onboarding Hero – Sendoso.

2020 40

2020 Net Promoter Score Banking Innovation 40

SmartKarrot

JANUARY 5, 2021

Apply here: [link] Role: Director, Customer Success Location: Redwood City, CA, US Organization: TigerGraph As a Director of Customer Success, you will be responsible for mapping customer journeys according to business goals throughout the onboarding and deployment process. Apply here: [link].

Customer Success 10

Customer Success Consulting Roadmap Government 10

Amity

FEBRUARY 9, 2016

Join Kia Puhm, Former VP of Customer Experience at Eloqua, on February 23 at 1pm ET , to learn how you can define and manage your customer lifecycle. • Retain Loyal Customers with these 3 SaaS Renewal Strategies. Unlike traditional business models, for a SaaS business, the customer journey beings with the purchase.

Customer Journey 60

Customer Journey Customer Retention Return on Investment Customer Success 60

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. Value realization is not just about your product but your company too.

Chief Customer Officer 52

Chief Customer Officer 2021 Customer Success Sales 52

SmartKarrot

MARCH 11, 2024

In the complex realm of Customer Success , crafting a plan that resonates with both the client and your internal team is the key to sustainable growth. As a Customer Success Manager, I have found one plan that stands out above the rest – The JOINT SUCCESS Plan.

Customer Success 8

Customer Success Document ROI Demo 8

Alida

SEPTEMBER 22, 2016

Test your assumptions about the customer journey. Visionary Award winners Alliant Energy and the Art Gallery of New South Wales shared how they built the ultimate end-to-end customer journey. Companies must welcome customer feedback and continually test and learn from new ideas. Develop an engagement plan.

2016 267

2016 Innovation Marketing Insights 267