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What skills do customer success professionals need in 2024?

ChurnZero

Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs. CSMs still need a consultative skillset for building trust, advocating for customers, and turning them into champions. Today, hybrid models are becoming more common.

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Predictions for Customer Success in 2019

ChurnZero

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

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Predictions for Customer Success in 2019

ChurnZero

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

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Building a Proactive Data-Driven Customer Success Engagement

CSM Practice

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. It also includes risk-reason tracking, renewal forecasts, survey analysis, and many automations built around the scorecard.

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Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint. 10 Ways Marketing Operations Creates Value.