CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? It was a one-team show.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

2024 52

2024 Customer Success ROI Innovation 52

Gainsight

OCTOBER 15, 2024

For the past decade, Customer Success (CS) has been defined by a straightforward mission: guide customers to achieve their desired outcomes with your product or service. While this goal remains steadfast, the landscape of Customer Success is shifting dramatically.

2024 52

2024 Customer Success Sports Leadership 52

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Presentation Sales Return on Investment 81

ChurnZero

MARCH 31, 2023

The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. A Customer Success team has the time and resources to respond this way.

Customer Success 98

Customer Success Net Promoter Score 2022 Sales 98

Gainsight

JANUARY 10, 2025

Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025.

2025 52

2025 B2B 2024 Chief Customer Officer 52

GetFeedback

DECEMBER 10, 2018

The annual batch and blast approach makes it too difficult to connect with relevant customers. Instead, we recommend using an always-on timeline so you have a constant pulse on customer health. At GetFeedback, our customers receive an NPS survey quarterly, starting 90 days after they sign up with us.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

ChurnZero

MARCH 7, 2025

Here’s what we learned, with five actionable steps for success. What’s the impact of a digital customer community? A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow. 1: Define your digital community’s needs.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

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.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Gainsight

APRIL 16, 2025

In roadmaps. But heres the mindset shift were inviting you to make today: Your customers dont experience your company through departments, job titles, or tech stacks. And yesa whole lot of connective tech. Heres the truth: enabling your customer isnt owned by just one team. Customer Education creates proactive guidance.

Roadmap 52

Roadmap Customer Journey Webinar Touchpoint 52

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Increase retention of current customers.

Customer Success 77

Customer Success NPS Roadmap Customer Satisfaction 77

Amity

MARCH 1, 2016

Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. How did you get started in Customer Success?

Customer Success 91

Customer Success Customers 2003 2011 91

GetFeedback

FEBRUARY 17, 2020

This is critical because it connects your customer feedback with customer data so you have a holistic view of the customer experience. . With an NPS survey, the only information you can gather is what your customers are willing to answer. The first pillar is to integrate your NPS program with Salesforce.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.

Connections 64

Connections E-support Social Media Roadmap 64

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. SRO to hear 4 great brands talk how connecting with community gives competitive advantage #mrx #innovation #vcsummit pic.twitter.com/4kJDSW4uFz.

2016 267

2016 Innovation Marketing Insights 267

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Experience Investigators by 360Connext

JANUARY 10, 2023

You also included less structured measurements, like what customers were telling you in user reviews. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. They also bring CX priorities back to their teams.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

InMoment XI

JANUARY 10, 2023

They’ve got a sales team focused on enterprise sales, a customer success team that largely spends its time making onboarding simple and straightforward, and a customer support team that’s available to fix problems. And of course, they’ve got a product team constantly working to improve their software with customers in mind.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Customer Success 98

Customer Success 2023 B2B Customer Relationship Management 98

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product.

2022 88

2022 Customer Success Insights Customer Journey 88

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Totango

FEBRUARY 12, 2025

We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players. For the larger customer success community, the rebrand reinforces Totangos leadership in the enterprise CS space.

Brands 62

Brands 2024 Customer Success 2025 62

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

2020 65

2020 Customer Success Net Promoter Score Document 65

CSM Practice

FEBRUARY 15, 2019

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds. In a nutshell, this is why customer success is so important.

Customer Success 53

Customer Success Roadmap Customer Journey Customers 53

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. There are even more functions beyond those, but the point is: customer success is still being defined. Below is a preview of how the team at InVision defines customer success. Monday is that day for me.

Customer Success 84

Customer Success Management Roadmap Events 84

Gainsight

APRIL 11, 2025

Communities work best when they become specialized settings that are transparent, secure, and productive for customers. The best thing is that these conversations operate both ways, providing opportunities for companies to connect with their customers. Personal brand-building opportunities.

Events 52

Events Customers Roadmap Article 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . billion people in the world connected to the internet and more than 3.499 billion active social media users. . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

2020 61

2020 Customer Success Chief Customer Officer ROI 61

Gainsight

NOVEMBER 26, 2024

We can’t believe it’s been over a week since we gathered the Customer Success community at RAI Amsterdam for Pulse Europe 2024. It was all about making those small but memorable connections. Strategy Chats with Kristen Sanders : Meeting Kristen, VP of Global Customer Success at BMC Software , was incredible.

2024 52

2024 Events 2025 Consulting 52

Retently

OCTOBER 1, 2019

Better yet, if a Passive knows you added a specific feature or changed a specific aspect of your product based on their feedback, it creates a personal connection that separates your product or service from the competition. New features from competing products that you don’t or won’t offer due to other priorities in your roadmap.

Net Promoter Score 65

Net Promoter Score Connections NPS Definition 65

InMoment XI

OCTOBER 3, 2024

Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? Furthermore, 78% of consumers are likely to repurchase from an organization that personalizes their customer experience. This makes customers feel more connected to your organization. Accessed 9/19/2024.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Gainsight

APRIL 9, 2024

Many of the aspects of our customer community are tailored to help our customers get the support they need and also gain inspiration and knowledge from a broad network of Customer Success, Sales, Marketing, and Product professionals. Building a community of belonging is a winning strategy for everyone involved.

Connections 52

Connections Chief Customer Officer E-support Events 52

Gainsight

MARCH 19, 2025

Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. Revenue growth requires sustainable strategies centered around existing customers. And no organization has a stronger connection to existing customers than Customer Success.

2025 52

2025 Roadmap Sales Customer Success 52

Education Services Group

MARCH 18, 2020

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. This also means that CS is primarily referenced with some level of connection to SaaS. But it won’t only benefit your customers, it will benefit your business too! This is 100% true.

Customer Success 52

Customer Success Metrics Roadmap Measurement 52

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success. How do we know?

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

Totango

MARCH 12, 2019

The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. A Customer Onboarding Checklist to Raise Retention and Lower Churn. Follow a Roadmap Established by Customer Success Software.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80