Grow closer. Be informed.

Stay on top of developments in the B2B growth solutions space.

November 12, 2020
good customer experience

Why Bad Customer Experiences Happen to Good Companies

We know that it costs more to get new customers than it does to grow existing customers, yet sometimes customers have bad experiences. This is how you win back the customer.
November 5, 2020

Find the Right Path with a Sales Performance Analysis (SPA)

A Sales Performance Analysis (SPA) is a comprehensive assessment of the entire customer journey experience (CJX) from lead conversion through onboarding, adoption, and finally renewal.
October 28, 2020

Onboarding is Key to Improving Your Customer Journey Experience (CJX)

Customers today will pay more for a better experience and they will continue doing business with companies that treat them well. This starts from the moment a customer connects with your company
September 16, 2020

Your Company’s Future Depends on Customer Success

Let’s take a look at why customer success roles are getting so much attention, and why they’re critical to the future of business around the world.
August 31, 2020

Driving Smarter Customer Segmentation

Segmentation is a powerful growth driver and can lead to increases in both average customer retention rates and average customer expansion rates.
July 28, 2020
customer insights

Customers Evolve. Customer Insights Evolve with Them

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.
July 22, 2020
Customer Success Chart

Survey Says: Investing in Customer Success is critical to Boosting Customer Loyalty

Survey Says: Investing in Customer Success is critical to Boosting Customer Loyalty Study after study have proven that it is easier to keep a customer than it is to find […]
July 16, 2020
360 Customer View

360 View for Customer Success

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.
December 12, 2019

Three Trends Influencing Customer Success in 2020

As you head into the new year, take some time to think about your customer relationships and how you can do a better job of delivering on your promises to […]
September 17, 2019

Traits of Top Customer Success Managers

Ensuring customer happiness is critical to the long-term growth and prosperity of your business. But who is responsible for managing that? Customer success is a newer industry that now employs […]
September 25, 2018

Transforming The Way We Learn: Q&A With ServiceSource’s Tony Brucha

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 […]
August 27, 2018

Segmentation, Variable Compensation, The Channel, and Metrics. What Do They Mean for Your Customer Success Strategy?

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 […]
July 10, 2018

Measure What Matters: What’s the Real Value of Your Customer Success Managers?

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 […]
June 28, 2018

Rethinking Segmentation for Middle Market Customer Success

Any company, whether it has 100, 1,000, or 1,000,000 customers, needs to adopt a customer segmentation strategy. Resources are scarce; there’s simply no possible way to deliver on a 1:1 […]
April 13, 2018

Pulse 2018 – Key Takeaways and Insights

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 […]
February 21, 2018

ServiceSource’s Secret Sauce? We Care.

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.
February 2, 2018

Listening to Your Customers and Acting on Failure

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.
January 18, 2018

Customer Engagement: Invent for the Customer

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.
November 30, 2017

Customer Journey Mapping for Customer Success

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.
October 30, 2017

Top 5 Reasons to Leverage Data to Get Closer to Customers

Keynote speaker at ServiceSource’s Recurring Revenue Forum, Anders Sörman-Nilsson, shares insight on how businesses can use data to get closer to their customers.
October 23, 2017

3 Key Paradigm Shifts in the Customer Journey

Keynote speaker at ServiceSource’s Recurring Revenue Forum, Anders Sörman-Nilsson, shares insight on what businesses must understand about the evolving Customer Journey.
October 19, 2017

Before Customer Journey Mapping Was Famous

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.
September 11, 2017

3 Ways to Accelerate Customer Success Best Practices

Customers care about outcomes, not the tools you sell them. Learn how “customer outcome-oriented” businesses are accelerating revenue growth in the new outcome economy.