Mindtouch

APRIL 17, 2017

The answer is everybody’s—support agents, sales reps, marketers, product teams, etc.—and and the reality is it’s an opportunity for everyone, internal and external, to advance utilizing your product or service. Shep Hyken (CAO, Shepard Productions ). Nick Mehta , Gainsight, CEO, @nrmehta, LinkedIn. Steve Jobs.

SaaS 81

SaaS Consulting Consulting Marketing 81

Education Services Group

DECEMBER 13, 2021

A day in the life of a CSM will look a little different depending on so many factors – the size of the company, the product or services they provide, the individual CSM’s book of business, how CS is structured within the business, their CS organization’s maturity level…I could go on and on. What does a typical day look like for you?

Education 52

Education Wireless Enterprise Technology 52

ChurnZero

OCTOBER 30, 2020

At BIG RYG, ChurnZero’s annual Customer Success conference, we hosted a panel discussion featuring CEOs of SaaS companies that are (re)defining the future of customer success, engagement, and experience. CEO and Founder Todd Olson, Gainsight CEO Nick Mehta, and G2 CEO and Founder Godard Abel. What’s Next For Customer Success?

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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

ChurnZero

SEPTEMBER 1, 2020

For those of us who love the in-person conference experience, this adjustment is tough. It’s an opportunity to join a community of experts and ABX trailblazers as they share best practices and their innovative solutions to forge meaningful relationships. There is, however, a silver lining. 2) The Customer Conference.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

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. As Gainsight explains, “What if the future of business isn’t less human?

Entertainment 40

Entertainment Customer centricity Accountability Customer Experience 40

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. A handful number of customers at this level means that customer success teams can identify most customers by name, describe their expected business outcomes, and predict at-risk and successful customers.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Netomi

JANUARY 5, 2022

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. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

APRIL 28, 2022

The Evolving SaaS Landscape and The Rising Role of Customer Experience. In this highly competitive era, the SaaS business model requires a new approach to customer service and customer experience. billion in 2021, it is forecast to reach USD $703.19 billion by 2030. So what is it limited by?

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

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. How does Glint define customer intimacy?

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

CSM Practice

MARCH 8, 2021

A seasoned pro at optimizing customer success through digital systems and processes, Will shared their journey and experience in building out a mature customer success organization with the participants of this session. Enterprise-based products. Their Customer Success organization has ~100 team members and is looking to grow.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

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

CSM Practice

SEPTEMBER 25, 2020

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. 02:17 – Nick provides a context about Gainsight’s survey. 11:09 – 4 Focus Points according to Gainsight’s survey. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

CustomerSuccessBox

JUNE 20, 2022

With the right customer success software in place, you’ll be able to automate your onboarding and customer journeys, optimize product adoption, instantly check on the health of your customers, and accurately track and report on the metrics that align with your company’s goals. Let’s try to understand every aspect of 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. As the value of Customer Success continues to be demonstrated, the Customer Success team will continue to expand. Again, White is asking us to focus on our customers and how our objectives impact their experience.

SaaS 48

SaaS Upselling B2B Self service 48

JustCall

APRIL 12, 2023

The best Gong alternative is a customizable, scalable solution that fits businesses of all sizes. They propose to be faster, more intuitive, and more cost-effective than Gong. If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. Remember to use a free trial to test the tool’s features and ease of use.

Sales 52

Sales Coaching CRM Analytics 52

Vonage

APRIL 12, 2018

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. But I think it’s important to lean into the [emotions that drive the work we do], that define a purpose for your team as well as your own personal why.”. This purpose also informs our approach to Customer Success.

Contact Center 48

Contact Center Best practices Sales Metrics 48

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. You’ve come to the right place. Communication and Marketing. Adobe Spark. Brightspot. Learn more: bronto.com.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Help Scout

JUNE 5, 2019

Not only is uncovering what your customers truly want difficult, but it can also often feel like it’s directly in opposition to your business’s best interests (“I’m afraid we can’t discount that product by 99%, and I can’t give you our CEO’s phone number.”). Historically, marketing was important in getting your product in front of customers.

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40

Netomi

APRIL 7, 2023

The top CX practitioners making the most impact on employee and customer experience Customer service is more important today than ever before. The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm. Andrew Stein, Chewy, Sr.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

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’s team sought out their most excited sales reps to help invite customers to the Blackbaud Champions advocate marketing program, and drive referrals. . Education for everyone.

Customer advocacy 68

Customer advocacy Gamification B2B Education 68

CSM Practice

NOVEMBER 4, 2019

These efforts are geared towards presenting viable solutions to the challenges of building customer success at scale. Acquiring analytics and data science skills for the CS team. Choosing the right technology for the customer success team. Scaling sales capability with customer success. The Low Touch Study.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Education Services Group

MAY 11, 2018

While attending this year’s Gainsight Pulse Conference, the significance of human-touch was made clear across the board. The sad truth is most companies we come across run into hurdle after hurdle when trying to extend their internal CS teams. A successful vCSM solution flips the “do more with less” philosophy on its head.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

SmartKarrot

JANUARY 12, 2022

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Dover As a Director of Customer Success, you will work with the founders and other team members to build a world-class product delivery and customer management strategy. Develop strategies to create a better customer experience.

Upselling 19

Upselling Accountability Coaching Feedback 19

Education Services Group

OCTOBER 27, 2020

So, in case you missed anything, I asked members of the ESG team to share their key takeaways. Digital Strategies to Turn Around a Struggling Product Line. Her comments about starting with an already struggling product line and trying something new were insightful. Brad Davis, Digital Customer Success Manager.

Education 52

Education Best practices Journey mapping Analytics 52

ChurnZero

JANUARY 4, 2019

the stuff that Customer Success teams are really meant to do). the stuff that Customer Success teams are really meant to do). 4.) “As the connectivity experience becomes more refined, customer expectations will rise in response, and create a demand for higher-quality user experience (UX) innovation.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

SmartKarrot

FEBRUARY 25, 2022

Ensure successful deployment of products purchased by customers thru Radware professional services. Work with R&D, product teams to ensure fast resolution of high-priority customer issues. Work closely with Operations teams to ensure proper communication of both scheduled and unscheduled activities.

Engineering 19

Engineering Coaching Upselling Feedback 19

ChurnZero

DECEMBER 20, 2019

Popular predictions include CS and Product becoming the new power couple, product features taking a back seat to tangible results, and CS facing existential questions of their larger purpose within the organization. In short: we’ll sell outcomes not products and remove the Q from QBRs. . . The year was 1909.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

JULY 16, 2019

The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Ideally, I believe teams should set aside a budget for their CSMs to meet with their clients in person, spend time with them, get to know, and nurture them. Let’s get started with this week’s post! Question 2.

Sales 41

Sales Upselling SaaS Best practices 41

CSM Practice

JANUARY 1, 2017

Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Proofpoint is a software company that provides SaaS and on-premises solutions for inbound email security, outbound data loss prevention, privacy protection, email encryption, electronic discovery and email archiving.

SaaS 58

SaaS Metrics Accountability Best practices 58

ChurnZero

JANUARY 4, 2019

the stuff that Customer Success teams are really meant to do). the stuff that Customer Success teams are really meant to do). 4.) “As the connectivity experience becomes more refined, customer expectations will rise in response, and create a demand for higher-quality user experience (UX) innovation.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Vistio

MAY 28, 2022

And I really helped develop that function for our organization, built the team, established all the processes that went along with it. How many people, what’s the right team structure, the process, the tools. All of the things that you need to do to really have a high-performing team. You sure do, Hailey.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

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. It’s Customer Success all the way down.

Engineering 99

Engineering Management Metrics Feedback 99

SmartKarrot

JULY 9, 2021

Role: Director of Customer Success Location: Minneapolis, MN, US Organization: Avenica As a Director of Customer Success, you will provide strategic oversight to the Talent Delivery Connect Team. Oversee the administrative work of the TDMs and the Connect Team, including the documentation supporting preps, profiles, and submittals.

Best practices 10

Best practices Coaching Accountability Education 10

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Amarachi Ogueji. Ashna Patel.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JULY 22, 2021

Role: Director, Customer Success Location: Austin, TX, US Organization: StitcherAds As a Director of Customer Success, you will build customer success processes & lead/manage/mentor a growing team of CSMs. Serve as the voice of customers to inform product roadmap decisions.

Accountability 10

Accountability Engineering Education Best practices 10

Amity

OCTOBER 31, 2016

Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. I see our team’s responsibilities as falling into three broad categories. The first being product adoption, the second being customer retention, and the third being customer expansion. That’s when I came on.

Coaching 0

Coaching Engineering Upselling Marketing 0