In the fast-paced digital landscape, delivering exceptional customer experiences has become a crucial aspect of any successful business. Companies that prioritize understanding their customers’ needs and preferences are better equipped to build strong, lasting relationships. One way to achieve this is by leveraging digital user journeys. We’re highlighting a new playbook in collaboration with our
This article was originally written by Barb Mosher Zinck and published on Diginomica. Every company has some type of motion around the customer journey, according to Maksim Ovsyannikov, EVP of Product and Design at Gainsight. The question is, how sophisticated is it? The biggest difference comes down to having the resources to manage it properly,
As a professional, you’ve probably received plenty of questions about eLearning ROI (return on investment) and if your online training program is working. You want to help them understand how the initiative can pay for itself with increased brand awareness, reduced expenses, increased revenue and a host of other metrics important to the company’s bottom line. That
Churn is the enemy of every customer-focused business, which is why customer education is a vital part of acquiring and maintaining customers. Used properly, customers will help power product adoption while improving the individual customer’s overall experience. Along with those benefits, you can also see improved customer satisfaction and engagement, increased customer loyalty and a
The uncertain times are leaving many B2B businesses in a cloud of mystery. What’s not hanging in the balance, however, is your customers’ expectations. In 2023 and beyond—regardless of the state of the world—your customers will expect value from your product or service. They’ll expect—no, demand—customer outcomes. Something else that’s unlikely to change in 2023
What do Digital Customer Education Programs and snowballs have in common? They both grow over time. By now, your learning journey is well underway. You’ve promoted the heck out of it, maintained leadership buy-in, and got the oh-so-great news that your budget was increasing. The question is: What should you do with those extra dollars, and how can you
As the technology sector transitions from hyper-growth to durable growth, SaaS companies are shifting their focus to safeguarding Net Revenue Retention (NRR) and ensuring customer outcomes. That’s why leading Customer Success (CS) teams are discovering ways to deliver amazing digital experiences to customers efficiently and at scale. It’s clear that Digital CS is the path
When considering “user training,” your mind likely goes to a typical onboarding meeting or company training session. However, this is no longer the only (and certainly not the best) way to approach user training. Today, many organizations opt to use training management software (often called learning management software) to provide better training opportunities for their
As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No pressure!) There’s no way to get there without dialing in digital tactics, and Customer Success Operations, or
By now, you’ve heard the big news (but just in case you didn’t): Gainsight acquired the leading Customer Education Platform Northpass. For the boring version of this news, click here. And to see a video of Steve Cornwell (CEO of Northpass) and me realizing our companies are a perfect match, check out below. What comes