Articles
Tag: customer success
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How to Bake Customer Success into Your Operations
Integrating the concept of customer success into daily operations will improve customer retention.
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Bring Your Customer Data Together to Enable Customer Success
To let technology reach its full potential and deliver value to customers, companies need to first make the shift to a customer-centric mindset.
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There’s No Business Without Customer Success Business
Customer success needs to be part of a company's DNA. Without properly serving customers, value proposition makes no sense.
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Automation Is Key to Delivering Consistent Customer Experiences
The ability to deliver a consistent and outstanding customer experience is key to effective customer acquisition and retention.
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Here's What Customer Marketing Will Look Like in the Very Near Future
Customer marketing is going to play an increasingly important role in how B2B companies do business.
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Why Brands Must Unify Customer Experience and Customer Success (and How They Can Do It)
Customer success brings a new set of tactics that customer experience leaders should pay attention to.
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10 Common Voice of the Customer Mistakes
Your Voice of the Customer (VOC) program may be well-intentioned, but often fall prey to common missteps. Here's how to avoid those mistakes.
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Metrics Drive Behavior and Culture
Whenever you find organizations behaving badly you can nearly always find a series of metrics driving that bad behavior. The Irish Police (Garda) have been under intense scrutiny recently over the falsification of millions of breathalyzer tests. To achieve targets, numbers were made up.
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7 Habits of Highly Effective Customer Success Teams
Customer success is a relatively new focus for companies, especially for B2B organizations. There’s been a gradual shift in the way we think about customers, how they engage and what level of commitment represents true success.
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3 Customer Experience Success Factors That Will Shape Your Brand Strategy
We're now in an era where customer experience plays a significant role in the success of a brand.
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The Aha Moment That Taught Me What Customers Really Want
When I first started working in Silicon Valley in 2003, Software-as-a-Service (SaaS) was a relatively new model for delivering software. WebEx (my then-employer) and Salesforce were the two big SaaS companies, and their arrival on the scene turned traditional B2B customer lifecycle management on its head.
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Do You Abandon Your Customers Post-Sale?
Customer experience is the key differentiator in today's marketplace — and businesses know it. Yet too often they focus more on the early points of the customer journey — from initial contact until sales closure — and then disappear shortly after the sale is finalized. Recent studies show increasing complexity in delivering positive customer experiences. The
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Salesforce Enters E-Commerce Space with $2.8B Demandware Buy
It's acquisition week in the tech world. Just a day after Vista Equity Partners announced its intention to acquire marketing automation provider Marketo for $1.79 billion, Salesforce flexed its billion-dollar wallet too, announcing plans to acquire e-commerce platform Demandware for $2.8 billion.
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Customer Success Evolves to Deliver Customer Satisfaction, at Scale
In 2007 I met the CEO and co-founder of Jigsaw, Jim Fowler. He had just closed his C-round of financing and was considering the next phase of growth. He had heard great things about this new department called Customer Success and asked me to help him scale his sales team.
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