Articles
Tag: customer success
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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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Leveraging the Power of Predictive Analytics to Control Churn
The subscription economy has forced a huge shift in the way companies approach their customers. The game is no longer a race to acquire new customers, but rather to hone in on retention and upsells. A Pacific Crest 2014 Private Software-as-a-Service (SaaS) survey found that it costs $0.
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Gainsight Rakes in Another $50M
Redwood City, Calif.-based Gainsight just got another $50 million to help companies deliver on its concept of customer success. Executives told CMSWire the company plans to use the money for research and development, as well as engineering investments. It will also invest into its Pulse community, specifically its annual
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Gainsight: Even Big Companies Can Do Customer Success
Customer success is complicated. Especially if your customers are enterprise companies. Why? Because these types of organizations are responsible for managing a tangled web of different products, with different functions responsible for various customer segments.
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10 Laws of Customer Success #PulseConf2015
Whatever you think of the concept of customer success, this much is true: there are plenty of believers, as evidenced by attendance at this week’s Gainsight Pulse 2015 conference.
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IDC: Your Customer Experience Cup Is Just Half Full
A month after IDC warned companies about the tough challenges in improving customer experience, a new survey by the research firm shows little more than half the firms are even trying.
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How to Engage the Other 98 Percent of Your Visitors
In today's hyper-competitive environment, many marketers would be happy if 2 percent of their website visitors made a purchase. But what about that other 98 percent? The importance of addressing those potential customers came up repeatedly yesterday during a CMSWire webinar entitled "Be More Agile with Real-Time Insights."
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Why Customer Success Will Fail
I’ve seen customer success transform businesses that bring it in as part of their culture. So when I saw a post titled “Customer Success is a Failure,” I was a bit horrified at what I was about to read.
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