Customer Experience Category - Page 5 of 15

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Webinar Q&A Recap: The Path to Advocacy at Scale

Speakers: Sara Bochino, Vice President of Customer Success at talech, Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso, Sr. Director of Customer Success Strategy at Convercent Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. We welcomed a panel of Customer Success experts to discuss the Path […]

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5 Critical Moments in Customer Relationships to Document in Customer Journey Maps

When you build a customer journey map, you’re focused on the customer’s experience from their perspective. You chart every interaction with your customer, everywhere you engage with them and everywhere they engage with your product. It’s easy to confuse this with a customer touchpoint map (also known as a service blueprint), where you look at […]

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A Super Simple Way to Consolidate Customer Communications

I recently read a question posed on LinkedIn by Jeff Breunsbach, Director of Customer Experience at Higher Logic. He asked why building customer marketing programs is becoming harder by the minute. He correctly concluded that it’s because everyone (from your implementation team to Marketing, to Product, Support, and on and on) has something to say […]

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Webinar Q&A Recap: Nurturing Employee Success in Customer Success

Speakers: Perry Monaco, Head of SMB & Scaled Customer Success at LinkedIn & Jim Mercer, Global Head of Customer Success at Zoom Our Vice President of Customer Success, Peter Armaly, stepped in as guest host for this month’s Customer Success Unlocked Webinar to lead the conversation on Nurturing Employee Success in Customer Success. Zoom’s Jim […]

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Webinar Q&A Recap: What It Takes to Become a Customer-Led Growth Leader

Speaker: Chris Hicken, CEO & Co-Founder of Nuffsaid Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand! Chris Hicken, CEO and Co-Founder of Nuffsaid, and Marley Wagner, Vice President of Marketing & Digital Customer Success here at ESG, […]

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5 Models for Monetizing Customer Success

For some, monetizing Customer Success may feel like a long way off. Others are but a hop, skip, and a jump away. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. Because there is so much to […]

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Net Revenue Retention: The New King of CS Metrics

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Customer Success charters are expanding to cover more revenue-related activities, but CS leaders can do more to validate their […]

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The Dos and Don’ts of Killer Customer Surveys

Voice of the customer (VoC) initiatives have often been owned by Marketing in the past, but Customer Success is taking on more and more ownership in this space. Customer Success teams can (and should!) contribute to creating killer customer surveys no matter who owns the survey methodology in your organization. By following this list of […]

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5 Questions to Ask When Making the Choice – Customer Journey Map or Touchpoint Map?

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences. Customer Success leaders must understand the […]

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The Future’s So Bright, We Gotta Wear Shades: Customer Success in 2022

What a year, what a year. After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry […]