Gainsight

SEPTEMBER 25, 2023

Customer Success Management has matured over the last decade to become a mission-critical practice that efficiently and effectively protects Net Revenue Retention (NRR) and fuels expansion pipeline. As such, Customer Success (CS) has grown to rely on mission-critical platforms that serve as a single source of truth for customer data.

2023 52

2023 Customer Success Management Marketing 52

Gainsight

MARCH 7, 2023

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. Here’s a look at how it works.

Customer Success 102

Customer Success Management Customers Healthcare 102

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. Now it is influencing the way we communicate with companies.

Customer Success 52

Customer Success Technology Social Media Advertising 52

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

2022 116

2022 Customer Success White Paper Social Media 116

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

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Customer Success 92

Customer Success 2023 B2B Customer Relationship Management 92

Gainsight

OCTOBER 11, 2022

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

2022 52

2022 Customer Success Management Marketing 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

MAY 22, 2024

I find that saying the term “digital customer success” in our industry almost always garners one of two responses from CS professionals. Now, there’s absolutely nothing wrong with customer marketing, but that’s just a tiny portion of what we’re really talking about here. I like to call this “random acts of marketing.”

Customer Success 52

Customer Success Roadmap Net Promoter Score Touchpoint 52

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

AUGUST 24, 2023

Traditional marketing, such as content creation and social media, has become non-negotiable. Businesses have to work harder to make their marketing campaigns successful. By tailoring customer marketing messages that resonate with customers’ unique preferences, companies can unlock a powerful avenue for sustainable growth.

Marketing 98

Marketing Customer Retention Loyalty Social Media 98

BirdEye

MARCH 4, 2024

While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. Today’s marketers understand this well. How drip marketing works So, how does drip marketing work? Drive more revenue.

Marketing 109

Marketing Multi-Channel Events Demo 109

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates.

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Gainsight

JANUARY 11, 2024

Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. Nick Mehta , CEO and Founder of Gainsight, recently said, “Every single software company has a customer success program now.

CEM 52

CEM Management Customer Success Customers 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Expanded roles and responsibilities: how will customer success evolve in 2024?

2024 52

2024 Customer Success Chief Customer Officer 2023 52

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

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Customer Success is growing, which is no surprise. that have a specialized Customer Success Platform (CSP).

2022 98

2022 Leadership Customer Success Metrics 98

Gainsight

JULY 7, 2023

Many organizations face the challenge of a fragmented customer journey—especially because their tech stack, with many disparate customer-facing tools and resources, is disjointed and disconnected. How Does the DCS Package Drive Cohesive Customer Journeys? Learn more about Digital Customer Success by talking to your rep today!

Customer Success 52

Customer Success Touchpoint Customer Journey 2023 52

Gainsight

MARCH 21, 2024

In a recent webinar, Strategic CX in Action: How Tricentis Leverages AI for Customer Success and Support Alignment , Somya Kapoor, CEO and Co-founder, TheLoops, and Genady Rashkovan, VP of Global Support, Tricentis, discussed the role of AI in transforming Customer Support and Success.

Customer Success 52

Customer Success Webinar B2B Insights 52

Gainsight

FEBRUARY 28, 2024

Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. What unites them?

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

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

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

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

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

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Your Customers.

Customer Success 98

Customer Success Return on Investment Fashion Reference 98

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

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

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Customer Success Vice President/Director . Customer Success Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Gainsight

FEBRUARY 8, 2023

This is becoming true in the world of customer success (CS), where Customer Success Managers (CSMs) are unlocking the power of AI to do more with less. NRR is becoming a lifeline for many organizations, as market conditions force businesses to become durable through a renewed focus on efficiency.

Customer Success 52

Customer Success Metrics Customers Insights 52

Gainsight

NOVEMBER 15, 2023

. … we love our colleagues, but they don’t always get what we do in Customer Success (CS),” says Mehta. In fact, Customer Success is undergoing an evolution. As we move into the second decade of our industry, we’re creating Customer Success 2.0. While that is important, CS is much more than that.

2023 52

2023 Customer Success Roadmap B2C 52

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Blog 98

Blog Customer Success Consulting Metrics 98

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

Customer Success 52

Customer Success 2023 Customers Consulting 52

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 30

Customer Success ROI Customer Service Training Sales 30

Gainsight

SEPTEMBER 22, 2022

Over the years, we’ve been inspired by the unique strategies customer success professionals have presented to Pulse attendees and the way they’ve expanded CS beyond SaaS and into other industries. . To do this, Inovaccer supports a high-touch customer success motion for every customer. That is a winning system.

Healthcare 52

Healthcare 2022 Customer Success Government 52