This article was originally published by Gainsight. Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. While this shift in mindset is certainly paying [...]
The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. And given the recent conversations we’ve had with several Venture Capital (VC) and Private Equity (PE) firms, we know this trend isn’t going away anytime soon. More VC firms are embracing the “community” approach [...]
In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. That prediction still holds true today as study after study confirms that customers will pay more for good customer experiences, and loyal customers reward good customer experiences by buying more and spreading the word to their network. But [...]
With more people turning to technology to improve their learning experience, the EdTech industry is poised for significant growth. It also means potential competitors are cropping up every day - targeting your existing customers and prospective customers. With all this jostling for market share, it is important to keep a close eye on the customer [...]
In today’s digital world, it’s incredibly easy to find helpful resources and how-to guides that enable us to succeed in our roles with just a few keystrokes or taps on our smartphones. With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. Which is why attending [...]
“If you can’t measure it, you can’t manage it,” said Peter Drucker, a well-known management consultant and educator who delved into the nucleus of businesses for them to operate optimally. When thinking of optimal business practices— and therefore, success— you may initially consider things like amazing products, friendly employees and value-driven sales. Do any of [...]
RESULTS.com is a business management platform that has helped over ten thousand businesses execute their strategy. We sat down with Stephen Lynch, award-winning author of Business Execution for RESULTS and President of RESULTS.com to discuss how companies can streamline their business goals and successfully carry out their strategic plans. Evan Klein: Tell us about the [...]
Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? The C-Suite? Your customer service or customer success team? If your answer isn’t “everyone,” you are shortchanging your Voice of the Customer (VoC) program—and the potential return on investment. The benefit of a well-executed [...]
Natero helps Customer Success Managers reduce churn, increase expansion, and manage more accounts. We sat down with CEO, Craig Soules, to get his thoughts on how Customer Success Managers can deliver real value. Read our interview: Evan Klein: How has the Customer Success industry changed since Natero was first founded in 2012? Craig Soules: The [...]
For Command Alkon, gathering customer feedback on the direction of the company and its efforts for delivering an A+ customer experience is a top priority. To keep the focus on customers, the company partnered with Satrix Solutions to manage its Voice of the Customer (VoC) program. Here's our interview with Leo Marthe, Director of Customer Success, [...]
