Rick Adams: Practical Steps to Win with Customer Success Management

Customer Success Does NOT Have to be a Revenue Center

Rick Adams -
One of the topics that I see being debated most often within the Customer Success community is whether or not the Customer Success organization should be a “revenue center” (by which I mean a profitable concern that brings more back in revenues than it...

The Secret to Customer Value Realization is High-Quality Preparation

Rick Adams -
Let me ask you some questions… Are your customers truly realizing the types of value from your products, services and/or solutions that they desire and/or need to realize? How do you know for sure exactly what this value should look like? How is your...

How Customer Success Relates to Customer Experience: 6 Takeaways for Senior Leaders

Rick Adams -
Whilst the concepts of Customer Success and Customer Experience have been with us for many years – arguably for a very long time indeed – it has only been relatively recently that each one has been codified into its own specific and individually definable...

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Best Practices to Prove the Business Value of Customer Experience

CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure.

Webinar: How Bakkt Uplifts Remote Agent Satisfaction and CX

[03/25/2021] On March 25th, join Daren Autry, Head of Commercial Operations at Bakkt, and Darryl Addington, Dir. of Portfolio Marketing at Five9, to learn how Bakkt, a leading provider in digital assets, leverages Five9 Workforce Optimization (WFO) to enhance remote agent satisfaction and deliver consistent, superior customer support from anywhere.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

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