Squelch

MAY 29, 2019

Last week, Squelch was proud to sponsor Pulse 2019 — the world’s largest customer success conference. Hosted by Gainsight, the event took place May 21st-24th in San Francisco. The chance to speak one-on-one with the very customer heroes we aim to help with our CX optimization solution was invaluable.

Entertainment 40

Entertainment Customer centricity Accountability Personalization 40

Education Services Group

DECEMBER 13, 2021

The job of a CSM can look completely different from one organization to the next and even from one CSM to another on the same team! I thought it would be fun to chat with a few of ESG’s CSMs, each working as a virtual CSM for a different ESG customer, to learn a little more about what it’s like to be in their shoes.

Education 52

Education Wireless Enterprise Technology 52

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Mindtouch

APRIL 17, 2017

Get closer than ever to your customers. So whose responsibility is Customer Success? The answer is everybody’s—support agents, sales reps, marketers, product teams, etc.—and All the evidence points to a longer shelf life when it comes to focusing on your customer rather than your sales and renewals. Steve Jobs.

SaaS 81

SaaS Consulting Consulting Marketing 81

Answer Dash

MAY 8, 2018

So why is this functional initiative called Customer Success Management—a peer org but an evolutionary successor—reliving the 90s (and I’m not talking about last year’s Pulse theme ) in its approach to hiring and processes? We’re hiring a team and then are going to figure it out.” No CSM should be fired for “losing” a customer.

Metrics 89

Metrics Sales Coaching Self service 89

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. CEO and Founder Todd Olson, Gainsight CEO Nick Mehta, and G2 CEO and Founder Godard Abel. The expert panel included Pendo.io

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Squelch

MAY 14, 2019

The annual event, hosted by Gainsight, is considered the world’s largest customer success conference. Come learn how to improve your success programs and enhance your overall customer experience from some of the industry’s leading experts. See Squelch at Booth #B14! What if it’s more?

Entertainment 40

Entertainment Customer centricity Accountability Customer Experience 40

CustomerSuccessBox

MARCH 2, 2022

The global customer success software market share will rise in 2022. The accelerating growth in the customer success industry is due to: Digitization, Increased volume of data, and Advanced analytics solutions. Where customer retention and customer satisfaction are the crucial factors they work upon.

Marketing 52

Marketing Transportation Enterprise Analytics 52

CSM Practice

MARCH 9, 2021

Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn episode, we featured the customer success team of Glint.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

Satrix Solutions

FEBRUARY 12, 2020

This article was originally published by Gainsight. Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers.

B2B 78

B2B Feedback Consulting Consulting 78

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric. Customer centricity doesn’t apply to customer success alone.

Best practices 128

Best practices SaaS Customer centricity Finance 128

CSM Practice

MARCH 8, 2021

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? The Customer Success Executives Roundtable sessions are held second Tuesday of every month. . No unified voice and view of customers at the executive table.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Stacy Sherman.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 02:17 – Nick provides a context about Gainsight’s survey. 11:09 – 4 Focus Points according to Gainsight’s survey.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

SaaS 59

SaaS Upselling Construction B2B 59

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Register Now.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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?

Upselling 52

Upselling SaaS CRM Multi-channel support 52

Mindtouch

APRIL 30, 2018

The MindTouch team has scouted far and wide for the most inspirational quotes in the Customer Success space. With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Mike Grafham, Customer Success Leader.

SaaS 48

SaaS Upselling B2B Self service 48

Netomi

APRIL 28, 2022

And with this incredible growth, comes competition and a threat of losing customers if their expectations are not met. The Evolving SaaS Landscape and The Rising Role of Customer Experience. In this fast-paced industry, creating loyal customers and reducing churn rates with continual subscriptions are top of mind for every SaaS leader.

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

CSM Practice

JULY 6, 2020

But recently, their customers have struggled with reduced budgets and an unpredictable economy. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Little wonder successful companies are now focusing on hardening their customer base.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

But recently, their customers have struggled with reduced budgets and an unpredictable economy. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Little wonder successful companies are now focusing on hardening their customer base.

SaaS 71

SaaS Upselling Accountability Sales 71

Vonage

APRIL 12, 2018

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. And, thanks to the opening number, it had the distinction of being the largest (though likely last) Customer Success/rap event in history. This purpose also informs our approach to Customer Success.

Contact Center 48

Contact Center Best practices Sales Metrics 48

JustCall

APRIL 12, 2023

The best Gong alternative is a customizable, scalable solution that fits businesses of all sizes. Customer support Finally, consider the quality of customer support offered by the Gong alternative. They propose to be faster, more intuitive, and more cost-effective than Gong. Salesken SalesLoft Avoma Wingman 1.

Sales 52

Sales Coaching CRM Analytics 52

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Influitive

NOVEMBER 26, 2015

That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. Amy Bills , Customer Marketing Director at Blackbaud, knew they could do better if they rethought their approach to customer advocacy. Education for everyone.

Customer advocacy 68

Customer advocacy Gamification B2B Education 68

Education Services Group

MAY 11, 2018

If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. Bring in the vCSM cavalry.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Kayako

NOVEMBER 3, 2016

The difference was that account managers simply look after the financial aspects that an account brings in, while everything else was handled by various teams or departments across the company. Discover how account managers offer customers help to roll out your product and also have the knowledge to fully exploit your product features.

SaaS 0

SaaS Accountability Management Finance 0

CSM Practice

MAY 16, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric. Customer centricity doesn’t apply to customer success alone.

Best practices 52

Best practices SaaS Customer centricity Finance 52

SmartKarrot

JANUARY 12, 2022

Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care. Help recruit, hire, and onboard new Customer Success Managers.

Upselling 19

Upselling Accountability Coaching Feedback 19

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. So, in case you missed anything, I asked members of the ESG team to share their key takeaways. Brad Davis, Digital Customer Success Manager.

Education 52

Education Best practices Journey mapping Analytics 52

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Ensure successful deployment of products purchased by customers thru Radware professional services.

Engineering 19

Engineering Coaching Upselling Feedback 19

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. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack . The year was 1909.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Amity

JANUARY 11, 2017

Based in Berlin and San Francisco, test IO pioneered continuous testing for agile software development teams. By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device.

Engineering 99

Engineering Management Metrics Feedback 99

Liveops

JANUARY 25, 2019

Want to improve your Net Promoter Score and optimize your customer experience? We are dedicated to helping our customers better serve their customers—by building high-performing, trustworthy teams of professional agents. Customer Service and Support. Customer Engagement and Retention. Agent Support.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Sales 41

Sales Upselling SaaS Best practices 41