... Access Research Already a Gartner client? A customer success capacity model is key to achieving customer retention and expansion goals at scale. Revenue and retention leaders tasked with determining the appropriate customer success manager to customer ratio for CSM staffing and allocation should use ...
Analyst(s): Jennifer MacIntosh | John Quaglietta | Michael Maziarka
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... Financially vulnerable customers make up 38% of retail banking customers. Retail banking leaders can use this research to better understand the behaviors and preferences of this customer segment and uncover valuable opportunities for mutual benefits. Overview Data Insights Gartner Recommended Reading ...
... an AI-evolved market requires product leaders to start with their customers’ business context when developing new use cases. This tool frames the business context for technology provider offerings, enabling greater alignment to customer priorities. When to Use Gartner Recommended Reading Gartner Insights ...
... part of that growth hinges on convincing existing customers to either buy more or buy higher-value offerings. The aim is to turn the customer using a midrange solution into one using a top-range solution, possibly with a few add-ons. Current customer account growth and retention are among the top priorities ...
... providers fail to structure customer success in their organizations in ways that most effectively address client concerns. Tech CEOs should look at how Vimeo built an enterprise customer success function to increase its effectiveness at promoting engagement and improve customer retention. Case Overview ...
... balance time and resources between new acquisitions and existing customer expansion. To more efficiently find quality net-new customers with a propensity for long-term expansion, product marketers should connect demand generation with customer success. Overview Data Insights Gartner Recommended Reading ...
... many CEOs, higher price sensitivity will be the biggest shift in customer behavior in the next two years. This one-minute video explains how CIOs can address this challenge by co-leading voice-of-the-customer programs and integrating customer data into products and services. Gartner Recommended Reading ...
... Customer journey mapping is a powerful technique that can improve customer service, but often fails to deliver meaningful change due to poor scoping and siloed execution. Customer service and support leaders should take an active role and follow best practices to maximize the value of the technique. ...
Analyst(s): Daniel O'Sullivan | Christopher Sladdin