Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. How to Calculate 6 Key Customer Success Metrics. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

ChurnZero

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results?

Webinar 60

Webinar Return on Investment Customer Success Customers 60

CSM Practice

OCTOBER 13, 2017

If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. For this to happen, you must consider whether you have the right tools in place to establish a joint accountability with your client. Why keep your customers accountable?

Customer Success 40

Customer Success Customers Blog Management 40

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. You need to continue to modify your strategy and hence the cyclical approach.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

CustomerSuccessBox

MARCH 9, 2022

There are typically two tools commonly used by SaaS businesses to manage this mission. One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. What is CRM ? What is its primary function?

Customer Success 52

Customer Success Customer Relationship Management Touchpoint Customer Relationships 52

CSM Practice

JULY 6, 2020

However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. The strong suit of the SaaS model is the generation of recurrent revenues. We covered how to make renewals in another blog. 1. Fewer New Prospects.

Sales 71

Sales Customer Success Connections Customer Base 71

CSM Practice

JULY 6, 2020

However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. The strong suit of the SaaS model is the generation of recurrent revenues. We covered how to make renewals in another blog. 1. Fewer New Prospects.

Customer Success 71

Customer Success Sales Connections Customer Base 71

Amity

OCTOBER 12, 2017

For this reason, I’ve documented what I’m calling “The Cycle of Customer Success” There are a number of great Customer Success (CS) frameworks already out there which outline the core building blocks that Customer Success teams need. You need to continue to modify your strategy and hence the cyclical approach.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

CSM Practice

SEPTEMBER 25, 2019

The subscription model has changed everything. A good customer success manager (CSM) must understand the factors that result in churn and how to overcome these factors by taking customer success to the next level. Delivering on what was promised in the sales process alone has proven to be insufficient in preventing churn.

Download 65

Download Customer Success ROI Blog 65

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

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. So, what are you waiting for?

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

GetFeedback

JANUARY 19, 2020

All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. Cleanliness. Staff & service. Amenities.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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. What is the difference between B2B and B2C?

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

West Monroe

JUNE 27, 2019

Attending the Gainsight Pulse 2019 conference was a clarifying moment for anyone uncertain if the customer success mandate has reached maturity. In order to address these complex challenges, we identified three key themes that resonated with us given our recent experience supporting clients through their customer success journey: 1.

2019 40

2019 Customer Success ROI Customer Centricity 40

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

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. Brief won’t be easy, but I can try!

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Experience Matters

APRIL 7, 2015

Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

ijgolding

APRIL 21, 2015

To really stand out from the crowd and succeed, companies need a unique competitive advantage – one that can only be gained through the strength of the relationships forged in their key accounts. They were the ones who decided what processes their customers had to follow. Are you ready? The Balance of Power is Shifting.

B2B 53

B2B Competitive Advantage Customer Relationships Document 53

Grade.us

MARCH 12, 2019

She's a wealth of insights and consistently contributes actionable and strategic blogs for Moz.com. Garrett: Miriam, you've been familiar with local search and marketing industry for the past few years, what are some of the biggest changes that you've seen? What works in one geo-industry may not be quite right for another.

Marketing 36

Marketing 2019 Social Media Consumers 36

Totango

NOVEMBER 12, 2020

The six key challenges outlined above can be mitigated by using Customer Success technology to collect and analyze customer data and use the findings to create goal-based, results-driven processes. . Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers.

Customer Success 100

Customer Success Technology Customer Centricity NPS 100

ChurnZero

JANUARY 13, 2023

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future. What other changes are coming down the pike for Customer Success? A few common themes emerged. Joel Passen , co-founder, Sturdy.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 86

Customer Success Technology Customer Centricity NPS 86

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. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? What is Voice of Customer (VOC)? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101