The Good Stuff on Customer Success you should be Reading


Customer support and customer service have been around for decades. Organizations need to focus around the entire experience of the customer. And to achieve this, customer support is now customer success. Still expectation gaps remain, customer success by definition is still in its infancy, processes are immature and confusion reigns. We hope that our The Engaged Customer blog helps to simplify and guide you. Customer Success Managers In Action.

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Women of Influence: The Top 25 Innovative CX Leaders


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. Amanda Binns – Senior Vice President, Global Customer Success, Pixalate.


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New Year’s Resolutions from the first Customer Success Meetup of 2014


Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Key Takeaway: In your organization make sure that every department understands their contribution to the overall customer’s experience. Amity Blog Amity customer success Customer Success Meetup Meetup SaaS

8 BIG RYG Speakers to Follow on Twitter


Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . Ready to learn about Customer Success from the experts?

The Vcare Top 50 Customer Care Influencers


When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers.

How to Prepare an Effective Quarterly Business Review

Education Services Group

Capturing and reacting based on your customers’ expected business outcomes are integral part of Customer Success. Therefore, during a Quarterly Business Review (QBR), customers are asked what their desired business outcomes are. The focal point of the Quarterly Business Review , commonly known as a QBR, revolves around the business of your customers, on what can be done to scale the growth of their business.

Top 51 Customer Service Leaders – Best Customer Experience Influencers


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. Customer Service Leaders: Adam Toporek.

What is Customer Experience Ecosystem?


What is Customer Experience Ecosystem? The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. can cause a costly customer experience snafu.

8 Exceptional Customer Success Professionals Share Insights on the Future


Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. – Paul Chilensky, Former Vice President of Customer Success, Onshift Inc.

State of Business-to-Business Customer Experience Management


State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience.

The current state of Customer Experience and how I would like it to be

Customer Guru

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years. Each year, a new wave of technological advancements is introduced to customers.

A Perspective and a Prospective on CX

Horizon CX

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead.

The indispensable role of Customer Success in B2B SaaS with ChurnZero CEO You Mon Tsang


From optional to all-important, Customer Success has come a long way in the last decade. It lowers your customer’s upfront expenses. The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower.

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The indispensable role of Customer Success in B2B SaaS with ChurnZero CEO You Mon Tsang


From optional to all-important, Customer Success has come a long way in the last decade. It lowers your customer’s upfront expenses. The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower.

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How to Manage Churn- with Irit Ezips!


The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Customer Churn

Top 50 Customer Success Influencers 2022


Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order).

Dan Steinman of Gainsight Talks About the Evolution of Pulse


Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. Dan has seen the full transformation of Customer Success from fighting for a seat at the table, to requiring all company departments to have a seat at the Customer Success table.

Top 50 Customer Success Influencers 2021


The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Customers are nothing but normal people like us.

Five Trends Shaping The Future Of Customer Experience In 2019

Answer Dash

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. Customer experience is now seen as a key business strategy for every brand. The entire company has a customer experience mindset.

Top 50 Women Leaders in Customer Success 2022


In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success.