Tag Archives: customer success

10 Common Voice of the Customer Mistakes

10 Common Voice of the Customer Mistakes

We have the technology to listen to customers, but we're still not getting customer experience right. According to the State of Customer Experience 2017 report from business process services company Conduent, brands fail to provide 80 percent of customers with first-step resolutions.

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The Aha Moment That Taught Me What Customers Really Want

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?

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

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

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

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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