Team Support

JANUARY 9, 2024

Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Technology 59

Technology Call Center Social Media 2007 59

Forrester's Customer Insights

FEBRUARY 28, 2024

Today, customer success platform vendors Totango and Catalyst announced their intention to merge. This is perhaps the start of an acquisition trend that Forrester predicted last year.

Customer Success 51

Customer Success Marketing Customers B2B 51

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

2024 52

2024 Customer Success 2023 Leadership 52

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Customer success is a team effort, more Avengers than Batman.

Customer Success 97

Customer Success Net Promoter Score Chief Customer Officer Leadership 97

BirdEye

OCTOBER 11, 2023

Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. This blog details the panel discussion on Grow sales by delighting customers with George Grigoryan – Marketing Director, SEV, and Vandana Agarwal, VP of Pre and Post-Sales, Birdeye and Justin Meredith.

Sales 110

Sales Social Media Customers Multi-Channel 110

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. What is a B2B CRM? Today’s leading CRMs tend to be cloud-based.

B2B 80

B2B 2022 Sales Customer Relationship Management 80

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. Creating Alignment Between Sales and CS.

Sales 111

Sales Customer Success ROI Customer Centricity 111

CSM Practice

FEBRUARY 4, 2022

It is no secret that technology is changing almost every aspect of our lives, from travel, to our health, to how we experience things. The Customer Success industry is changing because of computer science trends like AI, machine learning , and augmented reality. The sales department also makes extensive use of video calls.

Customer Success 52

Customer Success Technology Social Media Advertising 52

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. Customer Success is a rapidly evolving function.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. 1: Is NPS a Customer Success metric? Here’s why.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. Here are three considerations to take into account when it comes to investing in customer success operations: 1.

Customer Success 68

Customer Success Webinar Metrics Sales 68

Gainsight

OCTOBER 22, 2018

It checked all the boxes for me—strategic thinking, working collaboratively, creativity, working with sales, and above all a total focus on giving the customer a great experience. When I left the world of product management to become a CEO, Customer Success was barely a gleam in my colleague Dan Steinman’s eye!

Sales 95

Sales Marketing Customer Success Customer Insights 95

Think Customers

AUGUST 30, 2021

The sales world is forever altered, thanks to pandemic-fueled digital transformation across entire enterprises. In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon.

B2B 59

B2B Sales 2021 ROI 59

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. says Kevin.

2023 52

2023 Customer Success NPS 2022 52

Forrester's Customer Insights

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer Success 31

Customer Success ROI Customer Service Training Sales 31

ChurnZero

MARCH 9, 2023

Any business function that wants to scale its capabilities needs two things: process and technology. Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. said customer relationship management (CRM); 65.9% said marketing automation; 27.5%

Customer Success 52

Customer Success Customer Relationship Management Download Technology 52

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. It’s newer when compared to more established departments like sales and marketing. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof.

Customer Success 94

Customer Success 2026 Definition 2022 94

ChurnZero

MARCH 9, 2023

Any business function that wants to scale its capabilities needs two things: process and technology. Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The full report is available for download.

Customer Success 52

Customer Success Customer Relationship Management Download Technology 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. One persuasive technique is to compare expansion CAC to new customer CAC.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing.

2019 74

2019 Customer Success Technology Competitive Advantage 74

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care.

Customer Success 98

Customer Success Webinar Communication Interaction 98

CustomerSuccessBox

FEBRUARY 28, 2022

Technology has radically changed the world. However, what has changed more radically is the way the technology is purchased and adopted by a customer. Undoubtedly, this change has crept into the Customer Success world as well. Undoubtedly, this change has crept into the Customer Success world as well.

Customer Success 52

Customer Success Customer Engagement Sales Customer Journey 52

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Demo Customers Leadership 52

Gainsight

FEBRUARY 9, 2023

And as you can tell by the chart, the runaway winners in the minds of most executives are: Expansion and Cross-sell: Want to reduce customer acquisition cost (CAC) ? Sell to your existing customer. Automating Customer Success (CS): Can’t add more Customer Success Managers ( CSMs)? The result?

Customer Success 52

Customer Success 2026 Customers B2C 52

ChurnZero

FEBRUARY 17, 2021

Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. Wondering what is top of mind for companies when it comes to Customer Success? TSIA Resource: The State of Customer Success: 2021.

Customer Success 78

Customer Success Workshop 2021 Webinar 78

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Insights Customer Success NPS 81

Education Services Group

FEBRUARY 9, 2021

Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. They help manage the internal workflow of sales teams and can even include marketing automation features.

Customer Success 52

Customer Success Sales Customer Relationships 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. If you’ve already devoured that and are ready for more, read on!

Customer Success 94

Customer Success Customer Journey Mapping NPS 2020 94

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. Traits: Product-market fit. $6M

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

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

ChurnZero

MAY 19, 2020

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Brian is the Senior Director of Customer Success at RFP360, where he leads the customer experience team.

Customer Success 98

Customer Success Consulting Customers User Experience 98

ChurnZero

MARCH 3, 2021

Did you know that 92% of SaaS companies fail within 3 years due to poor product-market fit, lack of cash flow, and/or overall mismanagement? Here’s our recap of the top three takeaways for Customer Success professionals. . Top 3 Customer Success Takeaways from SaaStock Remote 2021.

Customer Success 80

Customer Success 2021 Workshop Events 80

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52