What’s new in Customer Success – Wednesday, August 10th

Hi and welcome to our roundup about what’s new in Customer Success. We scour the web for the best and brightest, so that you don’t have to! Below, are the top articles from companies, pontificators, and vendors. Enjoy!

– Jeff Nickerson, Roundup Curator at Sparked
Sign up for Sparked’s Customer Success solution at www.sparked.com

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From the companies and pontificators:

CIO workshop: ROI of customer experience
New research highlights the importance of customer experience. $3 return on investment expected for every $1 invested in customer experience. Some good data here. Love it.

Data breadlines and data brawls
“Employees are the data-poor, waiting around at the end of the day on the data breadline. The overtaxed data analyst team prioritizes work for the company executives, and everyone else must be served later.” Great imagery in this article by the ever prodigious Tomasz Tunguz. Read it.

Do You Abandon Your Customers Post-Sale?
Landing the customer shouldn’t be where your Customer Experience efforts stop. Dave Angelow at CMSWire writes that companies which emphasize post-sales services ultimately gain the advantage. Read it.

Customer Co-Creation Is The Secret Sauce To Success
Forbes contributor Christine Crandell gives us a look at two companies who are putting a focus on the customer lifecycle in order to provide an experience that will disrupt otherwise established industries. Love it.

Predictive Analytics for B2B Sales and Marketing has Certainly “Crossed the Chasm”
Pranav Vadehra from Martech Advisor speaks to Infer’s Sean Zinsmeister about the predictive space and how it directly relates to Infer’s product strategies. We especially liked the section on Predicting Intent and the risks of blending customer signals from disparate sources. Love it.

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From the Customer Success & Analytics vendors:

5 Cognitive Biases Ruining Your Growth
From the Amplitude blog, Growth Marketer Alex Birkett writes that “as data-driven as we try to be, all organizations are essentially and necessarily human-driven. And humans, naturally, are riddled with irrationality and biases.” Awesome stuff! Love it.

How Customer Research Solves B2B Churn
From the Kissmetrics blog, a missive on the importance of Customer Research. When evaluating churn, companies are still failing to set up systems to derive insight from their customer data. Read it.

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From us at Sparked:


Sign up for the world’s best Customer Success solution at www.sparked.com
Sparked is the least expensive and quickest-to-setup solution for Customer Success teams. We’d love to meet you.

Cheerio,
Jeff

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