Governance is the necessary framework to manage a Salesforce org. The framework, which is sometimes referred to as a Center of Excellence, includes both people and processes that work cohesively to ensure your Salesforce org is properly maintained, scales over time, and meets the needs of all users (typically, IT, Business, Sales Ops).
It’s an unprecedented time in the history of the digital transformation of business. The Fourth Industrial Revolution has just taken a major step forward as businesses worldwide quickly scrambled to […]
Customer insights need to evolve to enable businesses to retain customers. The right combination of experience, knowledge, and expertise to weave all the data points is crucial to understand where customers stand in the sales funnel.
Creating a 360-degree view of your customer provides you with a look at the customer success from all angles, shedding light on their experience at each touchpoint across all products, systems, devices, and interaction channels within your company.
Your customer success team is responsible for nurturing relationships with your customers at each and every stage in their customer journey experience. By understanding product and service needs, analyzing usage […]
Today’s B2B companies compete in a high-stakes environment. Customers nowadays conduct a significant amount of research on their own through social media, websites, podcasts, and review sites, and that’s all […]
Subscription pricing models have had a significant impact on our lifestyles in recent years. First taking hold with consumers through video streaming services such as Netflix, car sharing platforms, and […]
Customer Relationship Management (CRM) tools are a critical component of any profitable organization. CRM is the largest and fastest-growing enterprise software category today, according to recent research by Gartner. This […]
With a continuously expanding range of solutions in today’s digital age, leading cloud service and software providers face a real challenge to be “everything to everyone” across their broad customer […]
The B2B customer journey experience (CJX) is a highly complex and matrixed relationship that encompasses every single touchpoint you have with your customers. It starts with the initial outreach from […]
Continuous employee learning, training, and improvement. It’s a goal many businesses aspire to, but is typically much easier said than done. Corporate leadership many times doesn’t know where to begin […]
ServiceSource recently held a webinar in conjunction with the Technology Services Industry Association entitled “The Mid-Market Matters: Why Companies Must Rethink Customer Segmentation.” When it comes to customer success, many […]
What’s the main obstacle preventing your business from fulfilling its maximum growth potential? From generating a few million dollars in revenue every year to hundreds of millions? Sure, your products […]
This week, ServiceSource attended Pulse, a two-day gathering of thousands of customer success professionals from all over the world. The event provides an excellent forum to share our best practices […]
At ServiceSource, our “SREV Cares” culture is the secret sauce that helps us deliver improved customer experiences, greater customer loyalty, and more revenue growth. SREV Cares means that day in and day out, our employees prioritize taking care of our clients and their customers, the communities in which we work, and each other. Learn more about how we promote a culture of caring throughout our organization, and how we celebrated our first annual SREV Cares Day in 2018.
Having the courage to listen to your customers and admitting failure is one thing. However, the way you respond and act on that failure is even more important. Learn how you can understand where you are falling short and evolve for future success.
We continue to see businesses fail because their management did not anticipate their customer’s future desires. Learn how companies that anticipate customer needs and innovate their customer success strategies retain more customers, build loyalty and grow revenue.
In its simplest form, Customer Journey Mapping produces a diagram that literally illustrates the multiple touchpoints your customer has with your business, it depicts every step that they engage with your company.
Journey mapping has grown from a niche workshop in the land of business-to-consumer customer experience to being “on-trend” and fashionable. From ugly B2C duckling to elegant B2B swan. Join David Lopes at two TSW sessions to learn how to deploy Customer Journey Mapping tactics.
The Recurring Revenue Forum offers leaders responsible for revenue services a unique learning and networking opportunity with presentation-based content and participant-led discussions focused on Customer Success.
ServiceSource Summit 2016 was a gathering of some of the technology industry’s best leaders. Through insightful and inspirational workshops and presentations, these leaders exchanged creative ideas, best practices and innovative tactics around customer success and revenue growth in the new outcome economy.
Customer demands are changing, pressuring companies to transform their models or risk being irrelevant. TSIA’s John Ragsdale and ServiceSource’s Chad Lyne discuss how to succeed with new subscription business models.
As I heard from the various presenters at the recent Microsoft Worldwide Partner Conference (WPC), solely embracing cloud technology is not enough to stay ahead of digital disruption. The cloud has provided us with a goldmine — customer usage and behavioral data.
Recurring revenue business models have changed the game for channel management strategies. Thinking differently about how your partners enable, engage and extend customer relationships is the key to growing channel partner revenue in the subscription economy.
The “Customer Experience Economy” your clients expect to realize value and quantifiable business outcomes much more quickly. These customer success best practices will help you understand and meet these demands.
Predictive analytics and data science are hot right now. The truth be told, ‘big data’ has been a buzzword for over 100 years. Finding a way to harness the volume, velocity and variety of data that is flowing into your business is as critical to using Customer Retention Analytics to your advantage.
B2B tech companies like yours have to deal with a lot of pressure these days. Rapidly evolving technology, more informed and empowered customers and industry disruption are just a few of the factors for why you need to start focusing your attention on effectively managing your customer’s revenue lifecycle.