Customer Experience Best Books of 2019 – 2020 Readings
eglobalis
NOVEMBER 21, 2019
Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.
Maximizing Outcomes with Integrated Customer Success and Experience Metrics
eglobalis
SEPTEMBER 5, 2024
It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.
Metrics 
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Celebrating 15 almost 16 Years of CRM Playaz: A Look into The Commonwealth of Self Interest
eglobalis
JANUARY 28, 2025
During the event, attendees had the opportunity to pick from three books. Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage. Brian never disappoints Mindshift is an exceptional book and his best work so far.
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[Experience Action Podcast] CX Pulse Check – July 2024
Experience Investigators by 360Connext
JULY 9, 2024
We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto.
2024 284
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Inside Customer Success: Typeform
Amity
OCTOBER 5, 2016
Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?
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SaaS Customer Experience Starts in the C-Suite
Experience Investigators by 360Connext
NOVEMBER 20, 2014
This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Without an executive taking charge of the customer experience, the risk of high churn-rates grows exponentially.
What every CRO should know about customer success, and how to set them up to win.
ChurnZero
MARCH 28, 2025
When customer success starts reporting into the CRO, its not just a reporting changeits a strategic shift. Most CROs come up through sales, where success is measured by speed and outcomes. But owning the full customer lifecycle demands a new operating modelone built on trust, value, and long-term growth.
Inside Customer Success: Densify
Amity
NOVEMBER 28, 2018
Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. I am the GM, the coach and the player.
Customer Success 106
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Mythbuster monthly: Customer Success Manager coverage ratio
ChurnZero
AUGUST 5, 2022
When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest. Let’s find out.
Why an Effortless Experience Isn’t Enough for Customer Loyalty
GetFeedback
SEPTEMBER 18, 2019
Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . loyalty doesn’t increase when customers are delighted. And in fact, the book argues that it costs more to delight. . Finding no.
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Pooled Customer Success Management: The Water’s Fine
Gainsight
MARCH 7, 2023
Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. Here’s a look at how it works.
Customer Success 102
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Top women CXOs
CloudCherry
MARCH 8, 2019
Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Rashiruleneey Rashid.
How Customer Success can transform your SaaS business
ChurnZero
JULY 29, 2022
A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do.
Q&A Part 2: the startup’s guide to Customer Success
ChurnZero
MARCH 17, 2022
As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Speaker: Jennifer Chiang , Head of Customer Success, Seso.
12 Customer Success predictions and trends for 2023
ChurnZero
JANUARY 13, 2023
However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.
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Need more customer success budget? Operational excellence is the key.
ChurnZero
OCTOBER 10, 2024
This guest post is by Kristen Hayer, CEO and founder of The Success League. As a discipline that’s shifting from new to established, customer success is facing some interesting headwinds right now. 2024’s Customer Success Leadership Study asked CS leaders to size their average CSM book of business by number of customers.
High-Touch Customer Success and Automation: The Perfect Match
ChurnZero
APRIL 23, 2021
If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven. Let’s roll with that.
Understanding the Customer Success Team Structure
Totango
JANUARY 21, 2020
The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.
Implement a Customer Experience Strategy at a Startup with VP of Customer Success, Adriana Zeman – CB77
Customer Bliss
NOVEMBER 14, 2017
Are you thinking about how to implement a customer experience journey at your startup? On this episode, Adriana Zeman , VP of Customer Success at Zaius , shares her proven path for making customer experience a part of the business in a startup operation. Adriana Zeman, A Strategic and Experienced Customer Success Leader.
Rules of Engagement for Customer Success and Sales: Considerations and Examples
ChurnZero
JULY 22, 2021
By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Building on the point above, when determining expansion ownership, you want to quantify the established relationships between a Customer Success Manager or salesperson and the customer.
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Ask NPS Questions Using a Storytelling Approach
GetFeedback
JUNE 22, 2019
Remember that your NPS survey represents a valuable customer loyalty metric. Viewing customers through this lens gives customer success teams a better way to build healthy, long-lasting customer relationships. Solid customer data helps your customer success teams predict and prevent churn.
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Customer Success Operations: Top Takeaways from ChurnZero Virtual RYG
ChurnZero
MAY 14, 2021
How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Rachel Yockey , Vice President of Experience at Realync.
Celebrating Women in CS: 5 Takeaways From Our Power Up Masterclass
Gainsight
MARCH 27, 2025
As International Womens History Month comes to a close, it’s a fitting moment to celebrate the powerful intersection of women in leadership and customer success. Gainsight recently launched Season 2 of our Women in Customer Success Power Up Masterclasses in partnership with Women in Customer Success.
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The Ultimate List of Customer Success Resources For 2021
Gainsight
JANUARY 4, 2021
As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.
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Top 5 Udemy Courses to Upskill Your Customer Success Career
ChurnZero
JUNE 22, 2021
Looking for a way to upskill or even reskill your Customer Success career? Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success.
Q&A recap: the startup’s guide to Customer Success
ChurnZero
FEBRUARY 25, 2022
By investing in Customer Success from the start, startups can build loyal and engaged customers who ultimately become brand advocates. Jennifer Chiang author of “The Startup’s Guide to Customer Success,” joined us to share how Customer Success can help you as you scale your startup.
Rants of a Customer Success Analyst: Crocheting Chains – Customer Health Scores
Education Services Group
JUNE 3, 2022
And yes, I promise there’s a Customer Success lesson in here, if you’ll just stick with me.). Much like everything else we do in CS Operations, your customer health score is a process, not a destination. It doesn’t mean your metrics are all calculating accurately and completely in your Customer Success tool.
Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs
ChurnZero
MAY 20, 2021
When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.
The seven steps of a successful customer success book shift
ChurnZero
MARCH 14, 2024
Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team.
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The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales
ChurnZero
OCTOBER 16, 2020
Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.
Sales 98
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The Importance of Investing in Customer Success
CSM Practice
SEPTEMBER 25, 2020
Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.
Change the Game in 5 Minutes: Omada Health Embraces 3 Unshakeable Pillars of Customer Success
Gainsight
AUGUST 19, 2020
In these conversations, we talk with customer success leaders who are role models for others who want to serve customers better. Arvind Stokes , VP of Customer Success and Support at Omada Health , certainly fits the bill. Before we talk about customer success, let’s take a moment to learn something about you.
Customer Success Specialist Job Description: Template & Examples
Help Scout
SEPTEMBER 21, 2021
The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Learn from those examples, and apply the elements that fit for your team and situation.
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CX Education for Employees: Why it Matters & How to Develop Your Program
Experience Investigators by 360Connext
JANUARY 18, 2022
Customer-facing teams are the most obvious here, but challenge others to develop specific education around their roles. For example, Customer Service and Customer Success might have training plans around service-specific situations , like dealing with unhappy customers or having renewal conversations.
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Using digital customer success internally to enable your CSMs
ChurnZero
JULY 2, 2024
Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. 1: Use digital customer success to keep CSMs informed. That’s an absolutely fair and logical thought pattern.
Customer Success, Your BI Tool Isn’t Enough: Why Purpose-Built Wins
ChurnZero
FEBRUARY 5, 2021
Here’s the short and the long of it: if you’re a Customer Success leader who is looking for consolidated business, product, and customer data, then you can probably piggyback on the Business Intelligence (BI) tool your SaaS company already uses – and this will likely be heavily suggested (or even mandated) by your CEO or other C-suite leaders.
Customer Success Operations 101: Drive Productivity with Purpose, People, and Process
ChurnZero
JUNE 12, 2020
Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.
Make Customer Delight About Delivering Value with Jon Herstein of Box
Customer Bliss
APRIL 25, 2019
Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success. Jon says, “in pre-sales, your sales team knows why the customer is buying the product because they’re the ones who convinced the customer to do so.”
12 Quick and Easy Engagement Automations for Customer Success
ChurnZero
SEPTEMBER 4, 2020
You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Don’t lose the customer’s momentum and excitement with a delayed transition from Sales to Customer Success.
The top five Customer Success webinars of 2022 from ChurnZero
ChurnZero
DECEMBER 21, 2022
1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.
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Three lessons I’ve learned building a Customer Success team from different backgrounds
ChurnZero
NOVEMBER 29, 2022
This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.
5 Pieces of Career Advice for Starting in Customer Success
ChurnZero
AUGUST 6, 2021
Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Customer Success Podcasts.
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].
2020 132
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Q&A: Customer Success Study Results Revealed
ChurnZero
DECEMBER 18, 2020
With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.
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