CSM Practice

FEBRUARY 20, 2020

This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Gainsight has identified four stages of the maturity curve for customer success teams.

Customer Success 52

Customer Success Engagement 2014 Customer Centricity 52

West Monroe

JANUARY 30, 2019

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. Therefore, it is crucial to stay laser-focused on communicating the transformation value to your key stakeholders during the Enact stage to keep them engaged and on board.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Amity

OCTOBER 12, 2017

I’ve created a comprehensive yet simple approach that you can use to avoid many of the mistakes that I made and double down on the best strategies that the Customer Success community has implemented. I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

CSM Practice

SEPTEMBER 25, 2020

08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 16:40 – Irit discusses a part of the survey result that shows companies are planning on letting customer success managers go or shrink.

Customer Success 85

Customer Success Books Customers Chief Customer Officer 85

SmartKarrot

SEPTEMBER 24, 2020

There are many SaaS pricing models in B2B that you can adopt. We will see these details in this blog. Few of the cost factors are resource cost, services cost, infrastructure cost and maintenance cost. Unlike traditional software pricing, SaaS based pricing models depend on subscription delivery model.

Competitive Advantage 10

Competitive Advantage Metrics B2B Demo 10

Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) The ESG Customer Success Maturity Model is not linear. Everything is interconnected.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices. I’ll discuss personas in more detail below.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Amity

MARCH 8, 2017

Amity got the chance the visit Sysomos’ Toronto office to meet David Follert , Manager of Customer Success. We asked him how Customer Success Management became a pillar of Sysomos’ culture and how his team’s structure and priorities have evolved over the years. Can you tell us about your responsibilities at Sysomos?

Customer Success 57

Customer Success Customers Culture Blog 57

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. W hat once was a luxury that only a few companies had the resources to invest in (think Amazon and Netflix), has now become a staple on the CEO agenda. A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101