CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. At its most basic, customer success seems simple; however, in practice, it is complex and challenging as it should help to satiate every customer’s needs. . Challenges.

Customer Success 52

Customer Success Management Customer Retention Customers 52

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. . Customer Success Helps Businesses Rebound – Through Their Clients. Customer Success Is a Unicorn.

2020 69

2020 Customer Success 2021 2012 69

ChurnZero

FEBRUARY 5, 2021

Here’s the short and the long of it: if you’re a Customer Success leader who is looking for consolidated business, product, and customer data, then you can probably piggyback on the Business Intelligence (BI) tool your SaaS company already uses – and this will likely be heavily suggested (or even mandated) by your CEO or other C-suite leaders.

Customer Success 96

Customer Success Insights Books Customers 96

Amity

APRIL 24, 2017

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.

Customer Success 93

Customer Success Culture Books Metrics 93

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Definition of success towards retention.

Customer Success 59

Customer Success Roadmap ROI Sports 59

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Here are the radical changes I believe will be VoC of the future: (1) Let customers and employees give you feedback anytime , anywhere, any way. 5) Empower yourself.

ROI 54

ROI Feedback Insights Financial 54

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Ultimately, that change in behavior is what delivers your ROI. What are they?

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

Confirmit

DECEMBER 5, 2018

What is Customer Success (CS)? Customer Success can be defined as an organization’s approach to ensuring their products and/or services can deliver the right business outcomes for their customers. Why is Customer Success Important? What is the Definition of Customer Success Management?

Customer Success 40

Customer Success Definition Touchpoint Metrics 40

ProProfs Chat

APRIL 17, 2020

Keeping that in mind, we’ve decided to help you learn the different metrics that would allow you to create effective strategies that not only gives you an edge in the market but also retain your existing customers. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

ChurnZero

MARCH 9, 2021

This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. . Prevent It.

ROI 85

ROI Definition Customer Retention Customer Success 85

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

ChurnZero

DECEMBER 16, 2022

As a CSM, do you have to chase customers into doing the bare minimum required to see product gains, whether it’s responding to an email, showing up to a meeting, or finishing a task? Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T.

Customer Success 98

Customer Success Customers Metrics Financial 98

Gainsight

APRIL 21, 2022

Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding. Is it enough to simply arrive at customer success, or is there an opportunity to truly make an impact on growth? . What Do Customers Need? Depth and breadth of usage.

Measurement 98

Measurement Metrics Customer Success Airlines 98

Amity

JANUARY 20, 2016

Issue 72 - Customer Success Articles that are Certified Classics (Part 2). In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. Join us on January 26 at 1pm ET , as we teach you to transform product adoption for all your customers.

Article 48

Article Customer Success E-support Sales 48

SmartKarrot

MARCH 29, 2022

Role: Customer Success Director (West – Remote) Location: Remote, San Francisco, CA, US Organization: Included Health As a Customer Success Director, you will serve as the primary relationship owner, achieving trusted advisor status with customer contacts. Design and deploy a retention strategy.

Customer Success 19

Customer Success Transportation Roadmap Customer Satisfaction 19

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

2020 120

2020 Customer Experience Definition Metrics 120

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers.

2021 52

2021 2022 2020 Chief Customer Officer 52

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Culture Books Blog 40

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. That is NOT a good idea.

Definition 65

Definition Customer Success Chief Customer Officer Workshop 65

Gainsight

MARCH 21, 2019

The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your customers is to churn. You make the sale, close the deal. Every ex-customer is just another lead for a new sale. The y-axis is experience—does the customer like you?

ROI 78

ROI Webinar Return on Investment Customers 78

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Onboarding Hero – Definitive Healthcare.

2021 98

2021 NPS Healthcare Definition 98

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

Definition 90

Definition Metrics Customers Customer Experience Management 90

SmartKarrot

JUNE 12, 2020

At the 2015 conference, Jason Lemkin famously said that “Customer Success is where 90% of the revenue is.” the initial sales are received. Renewals, upsells, and cross-sells will help with customer success, which is why they will continue providing you with more revenue. How a CSM Sales Quota Differs?

Sales 10

Sales Customer Success Net Promoter Score Metrics 10

Totango

APRIL 2, 2019

Through customer journey mapping. By mapping the customer journey stages, you can visualize the customer success cycle from the customer’s point of view, including their perceptions of received value and the actions customers take as a result. The Customer Journey Stages, Step by Step.

Customer Journey 105

Customer Journey Customer Journey Mapping Events Demo 105

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. That’s the perfect recipe for success!

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. In This Post You Will Learn: What Does Customer Service Mean? Who can blame them, really.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

CustomerSuccessBox

SEPTEMBER 29, 2022

This refers to how quickly a product would help them solve their problem and get a good return on their investment (ROI). Customer relationships get stronger as you resolve issues more quickly as a company. The ability to communicate value will be better understood by sales and customer support.

Metrics 52

Metrics Return on Investment B2B Customer Relationships 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

Metrics 98

Metrics Definition Engagement Measurement 98

SurveySensum

MARCH 4, 2021

For example, it starts with the product design then the marketing takes over, they do their thing, and then its sales, legal comes at one point, then comes the onboarding, and so on. But it will definitely give you results. Measuring the emotions of the customer. Formula of calculating CX ROI. It’s a lot of work, agreed!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Gainsight

MAY 13, 2020

Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together. Vision and voice of the customer have made us the leader among customer success software vendors.

Reference 59

Reference Innovation Roadmap Customer Journey 59

SmartKarrot

DECEMBER 7, 2020

Role: Director, Customer Experience – North America Location: San Jose, CA, US Organization: Skybox Security As a Director of Customer Experience, you will be responsible for ensuring the success of our client base and deliver high levels of employee engagement and demonstrated outcomes for our customers.

Customer Success 10

Customer Success NPS Culture ROI 10

SmartKarrot

APRIL 22, 2021

Customer Success as a function is highly misunderstood. The recurring models and customer management requires a skill set that will help reduce customer churn. However, the role has changed with every company almost hiring a Customer Success Manager. The three objectives of customer success are-.

Customer Success 10

Customer Success Definition Customers Metrics 10

Amity

MAY 5, 2017

Wynne Brown is the Director of Customer Success at Seal for the West and Central regions. Prior to joining Seal, Wynne was the head of Customer Success for GitHub. Wynne’s roots are in sales starting with a named account position at Monster Worldwide where she grew revenue from $5M to $25M in five years.

ROI 73

ROI Document Measurement Customer Centricity 73

SmartKarrot

JULY 27, 2020

Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Customer success blogs have a lot to do with customer success software and customer success association.

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10

SmartKarrot

MAY 12, 2020

Before starting the difference between customer success vs. customer service, you might be wondering the definitions of these two terms would be as simple, right? Now, starting with the definition aspect, let’s begin with Customer Success. Return on Investment or ROI. Recruitment Aspect.

Customer Success 10

Customer Success Customer Service Definition Return on Investment 10