CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Totango

DECEMBER 6, 2021

A positive post-sale experience encourages customers to expand their use of a brand’s products, renew their subscriptions and become loyal brand advocates, referring new customers who will soon become loyal advocates as well. Conventional customer success approaches had used digital technology on a limited scale.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 5. Advocacy Activity. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

InGenius

DECEMBER 19, 2019

Not just an exhibitor, we were excited to join our customers in several different presentation tracks and keynote sessions: Revolutionizing Salesforce Phone Integration and the Future of CTI , featuring partner Illuma Labs. Upland PSA: The future of professional services is customer-centric. Investing in our customers.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

SmartKarrot

AUGUST 10, 2020

In short, very few businesses of the past were customer centric. With the evolution of technology and our global society, customers are now closer to businesses than ever before. Slowly, companies learned how to harness the power of customer insights. What does customer centric mean?

Customer centricity 10

Customer centricity SaaS CRM Feedback 10

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 5. Advocacy Activity. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 5. Advocacy Activity. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ChurnZero

MAY 12, 2020

Host: Jeff Breunsback and Jay Nathan from Customer Imperative. Description: In the only podcast dedicated to customer-centric growth leaders in the B2B SaaS and tech space, we share conversations with industry executives who are actively growing and scaling their businesses with a customer-first approach.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

Natalie Petouhof

APRIL 7, 2016

Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations. Managing the customer experience, however, is a facet of business operations that proves challenging. Want to see all the tips?

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 45

Eptica

SEPTEMBER 28, 2015

Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Netomi

APRIL 27, 2022

Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way?

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

Kayako

JULY 30, 2018

After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. Successful customer-centric content strategies foster brand loyalty and long-term customer relationships if they consider an outside-in approach.

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

Customer Guru

AUGUST 21, 2018

He is the co-author of the book “The Challenger Sale, The Challenger Customer and The Effortless Experience” He is also an experienced advisor to senior executives on sales, service and customer experience. He is a passionate advocate, educator, and evangelist, empowering companies with its customer-centred strategies.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ChurnZero

FEBRUARY 1, 2019

Harnessing decades of experience and impact at MicroStrategy, Guidance Software (now Opentext), and RichRelevance, Amanda delivers true partnership as she works with Lucidworks customers to optimize the impact of technology innovation and accelerates business results. You can find and follow Amanda on LinkedIn. .

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Talkdesk

JULY 13, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. Retail Customer Support: Big Box vs. Mailbox. Lucas Peterson, Director of Customer Advocacy, Belkin International. Here’s more information on one of the videos available in this library.

Customer Support 40

Customer Support Entertainment Customer advocacy Customer centricity 40

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Customer-Centric Examples. That’s customer-centricity.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Customer Success will grow businesses.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

JANUARY 10, 2020

“Investing in our customers’ success is one of ShootProof’s top priorities. He is passionate about customer advocacy and believes that there’s no more powerful growth engine than delighted customers. ” . 3) Lisa Schreiber, (First) Chief Customer Success Officer, Forcepoint .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

SmartKarrot

NOVEMBER 30, 2023

Pragya emphasized the need to learn from both satisfied and unsatisfied clients, using case studies to analyze past experiences and create customized plans for different customer segments. Prioritize Risks Balancing customer advocacy and the company’s ultimate goals is crucial for a strong risk mitigation playbook.

Accountability 10

Accountability Management Customer advocacy Customer centricity 10

SmartKarrot

OCTOBER 13, 2023

In today’s hyper-competitive business environment, customer acquisition is only half the battle. Retaining those customers for the long haul is equally, if not more, essential. Considering this, here are five crucial strategies every customer retention playbook should include: 1.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

Influitive

MAY 12, 2016

Calling ABM a “B2B marketing must-have,” 58 percent of marketers plan to invest in ABM technology or services this year, according to SiriusDecisions. Although not a new approach, ABM has been given a shot in the arm with the rise of marketing automation—and marketers are taking note. Create your dream ABM program!

Accountability 61

Accountability Marketing B2B Customer advocacy 61

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

aircall

JUNE 30, 2021

When companies invest in transforming the customer experience, they perform better than those who don’t. This is because they show how they value their people, customers, processes, and technologies. Creating emotionally rich experiences for your audience is one of the most effective ways to improve customer retention.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

SmartKarrot

JANUARY 29, 2021

Role: Vice President of Customer Success Location: San Francisco Bay Area, US Organization: Privacera As a Vice President of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team.

Customer advocacy 10

Customer advocacy Education Upselling Customer centricity 10

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JULY 2, 2020

Apply here: [link] Role: Customer Success Manager Location: Remote- Denver, CO, US Organization: Red Canary As a CSM, You will have to act as a trusted partner for your customers on product functionality, build strong customer relationships and delivers customer-centric solutions.

Customer advocacy 10

Customer advocacy Enterprise Accountability Education 10

SmartKarrot

NOVEMBER 20, 2020

Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

B2C 341

B2C B2B Wireless Customer centricity 341

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JANUARY 8, 2021

Staci Satterwhite, Chief Customer Officer, Khoros. Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. Charlie Harvey, Vice President of International Customer Success, Zappi.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SmartKarrot

MARCH 14, 2022

Drive customer advocacy in the form of case studies, testimonials, and referrals. Apply here: [link] Role: Manager of Customer Success (£110K OTE) Location: London, England, United Kingdom (Hybrid) Organization: Ingenio Global As a Manager of Customer Success, you will recruit, motivate, and lead a highly-skilled Customer Success team.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. The world has understood the need for customer-centric systems and customer success at once. Customer Journey Mapping. Mapping customer journeys are going to be one of the most booming trends in 2022.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

ProProfs Blog

DECEMBER 12, 2019

Every business aims to be customer-centric now. Only a company that makes its customers’ prime focus can stand out from the crowd and gain recognition. Customer support? Whatever be the case, it is only a good customer experience that can make you recommend it to your loved ones. . So, get to know your customers.

Customer Experience 120

Customer Experience Customer Service Advertising Customer retention 120

Pointillist

JUNE 7, 2021

. “ Companies cannot solve customer needs within the traditional organizational silos. Companies that use customer journey programs to realign their organization around their customer can realize improvements of 20 to 40 points in customer advocacy scores, cost reductions of 15% to 25%, and revenue increases of 10% to 20%.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Use customer surveys to validate the workflow metrics tied to customer advocacy.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

Natalie Petouhof

AUGUST 26, 2015

As a customer success technology company, Gainsight helps companies manage their customer relationships while driving retention, upsell opportunities and organizational efficiency. Gainsight helps businesses grow faster by reducing customer churn, increasing upsell opportunities, and driving customer advocacy.

Sales 63

Sales Management Advertising Upselling 63

ClearAction

FEBRUARY 26, 2015

Mixing a variety of initiating situations or expectation sets in a single map dilutes insights that could lead to customer experience differentiation. Vague "calls to action" in the map, such as "customer advocacy" or "easy to use" need to be more specific, quantified when possible, and prescriptive to drive action.

Journey mapping 109

Journey mapping Customer Experience Customer advocacy Best practices 109