Who Should Be Accountable for Customer Feedback Loops?

Kayako

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

8 Customer Success Blogs Every Key Account Manager Should Read

Kapta

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business.

3 Steps to Increase Your Customer Success Budget

CSM Practice

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. Step 2: Metrics.

How to Get Your Customer Success Budget Increased

CSM Practice

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Step 2: Metrics.

Customer Success Performance Indicator

CSM Practice

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™. Introduction.

Customer Success Performance Indicators

CSM Practice

. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream.

Announcing the People’s Choice: TOP 100 Customer Success Strategists of 2017

Mindtouch

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. The TOP 100 Customer Success Strategists list is frequently updated and always evolving. Outstanding Customer Success Strategists. Director: Customer Success Operations, @netmow, LinkedIn.

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. The problems with the current state of customer experience.

Do you have a definite customer success organization structure?

CustomerSuccessBox

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization. Should Customer Success report to Sales?

10 Ways to Improve your Customer Success Strategy

Kayako

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Are you still onboarding every user/customer with a web-call?

CSM from the Trenches: Mentors – Aaron Thompson, General Partner, SuccessHACKER

ClientSuccess

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. Helping my clients identify MULTIPLE Ideal Customer Profiles (ICPs) has been an emerging trend lately.

7 Reasons Why You're Not Ready For Customer Success…Yet

Amity

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Improve customer satisfaction – (33%). This includes your vision, goals, customer data, metrics, timetable, journey map etc.

CSM from the Trenches: Mentors – Natalie Williams; Director, Customer Success; SmashFly Technologies

ClientSuccess

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. From : Natalie Williams ; Director, Customer Success. What are their metrics?

19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers

ClientSuccess

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. 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers.

10 Silos Impact Customer Experience

ClearAction

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. 9) Metrics Silos.

Creating World-Class Customer Experience Teams

ClearAction

Creating World-Class Customer Experience Teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. The Formation of Customer Experience (CX) Teams. CX Team Dysfunction Affects the Customer Experience.

The importance of customer experience in a winner takes all world

Eptica

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended.

Customer Experience & Marketing Workforce of the Future

ClearAction

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.”

The A-List: Customer Success

Amity

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. VP of Customer Success - Bluecore.

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We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

What is Customer Experience Ecosystem?

ClearAction

What is Customer Experience Ecosystem? And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. Penney’s case, its core customers appreciated getting good deals through discount sales.

12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM

ClientSuccess

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. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM.

Break Down Barriers to a Great Customer Experience

CX Journey

Unless your company was intentionally built from the ground up to not function in silos - and you're lucky, and unique, if it was - then silos are an issue for you and for your customers. We all know how detrimental silos can be not only to the customer experience but also to an organization.

8 Exceptional Customer Success Professionals Share Insights on the Future

Amity

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!

CEO’s Guide to Growth through Customer Experience Alignment

Answer Dash

CEOs can increase their organization’s clear understanding of how major priorities and objectives fit together through 1) Prioritization Clarity, 2) Core Customers Clarity, 3) Customer Management Clarity, and 4) Customer Excellence Maturity Clarity.

Q&A: Why It’s Time to Build a CS Ops Role in Your Organization

ChurnZero

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. What types of metrics should this role be responsible for.

Predictions for Customer Success in 2019

ChurnZero

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).

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How to Write a Compelling Customer Success Job Posting

Amity

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. The customer success industry is becoming more and more mature and complex, so not all positions will be the same.

CSM from the Trenches: Mentors – Kristi Faltorusso, Vice President of Customer Success, BetterCloud

ClientSuccess

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. I felt like it defined who I was, and my ability to get that customer to realize value or drive success.

Two Challenges of Customer Experience and Its Executive Buy-In

CSM Magazine

In 2016, the questions of ownership and business impact of customer experience management are still open. Many agree that the success of any corporate undertaking in customer experience heavily depends on whether CEOs and other key decision makers (can be board members or other) buy into it.

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania

C Space

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook.

Predictions for Customer Success in 2019

ChurnZero

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).

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Why You Must Assess Your Customers' Maturity to Serve Them Well

Amity

In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). The Problem: The Current Customer Health Score is Useless. We suggested that this metric is insufficient and a new analysis, CMI, is needed to augment it for it to be useful.

7 Reasons You Might Not Be Ready for Customer Success ….Yet!

Amity

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Improve customer satisfaction – (33%). And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%.

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?

Comm100

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good.

CS in Conversation: Focus on Adoption to Demonstrate the Need for Customer Success

Amity

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success.

Focus on the Frontline: How to Enable Your Team to Do Their Best Work [Webinar Transcript]

Branch Mesenger

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft.