Totango

JANUARY 14, 2020

To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. Thinking Critically About Customer Success Roles.

Customer Success 63

Customer Success B2B Net Promoter Score Sales 63

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B Engagement B2C Customer Success 80

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Customer Success 2009 Consulting 62

CustomerSuccessBox

JUNE 8, 2021

Sales, like Customer Success, has a job to do and the job has to be done well. Remember that a job well done for Sales means surpassing their numbers while the major goal of customer success is to ensure customers achieve their desired business outcome using the product. What is the effective way?

Sales 52

Sales Customer Success B2B Management 52

CustomerSuccessBox

SEPTEMBER 15, 2021

As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 52

Waypoint Group

MARCH 5, 2020

I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “ Failure Sucks! Some of the discussion included: Learning a few things from Sales around strengthening customer relationships. ”) and persona.

Sales 40

Sales Customer Success B2B Definition 40

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

PK

OCTOBER 2, 2019

The classic stereotypes of B2B tech buyers no longer hold true. Deals no longer hinge on cold calls, as B2B tech buyers want to shop anonymously for as long as possible. Some of this can be attributed to the rise of service-minded e-retailers like Amazon, a standard setter across B2B and B2C. The importance of building trust.

B2B 51

B2B Sales B2C Consumers 51

Team Support

JULY 27, 2020

This proves particularly important with B2B (business-to-business) relationships using an MRR (monthly recurring revenue) model since those customers tend to be higher value, thus more critical to retain. The buying cycle is typically longer as well, which makes it more difficult to fill a revenue gap if a customer is lost.

B2B 90

B2B Customer Success Financial 2020 90

Team Support

OCTOBER 11, 2019

For sales yes, but for your entire company it definitely shouldn’t be. More companies are spending additional time and resources on improving the B2B post-sale experience of their customers. Keeping customers happy after the sale decreases churn – Simply put, happy customers are less likely to leave your business. .

B2B 70

B2B Sales Customer Experience Demo 70

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. This article was originally published on WnTD's blog. Create a consistent internal communication process.

Sales 87

Sales Customer Success Customer Journey Customers 87

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 100

Customer Success Customer Centricity Customer Satisfaction Fashion 100

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? How Beneficial is the Voice of Customer Framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

CustomerSuccessBox

MAY 26, 2021

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. This is where Customer Success comes in.

Customer Success 52

Customer Success B2B Social Media Customers 52

Team Support

JANUARY 12, 2021

As we enter 2021 the strategic role of B2B Support must be aligned (or realigned) with overall corporate strategies. Company-wide initiatives to improve customer experiences (CX) and drive success are influencing Support to engage in new, more meaningful customer interactions.

B2B 86

B2B 2004 2021 Download 86

ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.). Learn what Patrick Blanton, Vice President of Customer Success shared about his team.

Customer Success 98

Customer Success Customers Metrics B2B 98

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? How Beneficial is the Voice of the Customer Framework?

B2B 52

B2B Net Promoter Score NPS Feedback 52

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

2021 95

2021 Customer Success B2B Customers 95

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B B2C Loyalty Sales 73

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. You cannot schedule an upsell engagement at a predetermined time in the customer journey.

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. In our field, the composition of Customer Education teams can vary wildly. Maybe both?

Customer Success 52

Customer Success Management Customers 2015 52

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score Insights Customer Success NPS 81

Think Customers

MAY 1, 2024

Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. Often many stake holders and decision makers are involved specially in B2B. The challenge is how. The answers is Yes. And also, no.

ROI 52

ROI B2B Sales Customer Success 52

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. It’s not just a team.

Customer Success 59

Customer Success Chief Customer Officer B2B Customers 59

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. Did they achieve these outcomes?

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. It depends on how technical your customers are.

Webinar 98

Webinar 2022 Customer Success Metrics 98

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important.

Customer Success 52

Customer Success B2B Customers Metrics 52

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success B2B Webinar Consulting 73

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 59

Leadership Customer Success 2021 2020 59

Gainsight

FEBRUARY 9, 2023

And as you can tell by the chart, the runaway winners in the minds of most executives are: Expansion and Cross-sell: Want to reduce customer acquisition cost (CAC) ? Sell to your existing customer. Automating Customer Success (CS): Can’t add more Customer Success Managers ( CSMs)? B2B and B2C.

Customer Success 52

Customer Success 2026 Customers B2C 52

Totango

MARCH 24, 2020

Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. Goal-Based, Results-Driven Customer Success.

B2B 59

B2B Management Metrics Customers 59

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Lincoln Murphy. Aaron Thompson. Alex Farmer.

2022 52

2022 Customer Success 2021 Consulting 52

Gainsight

JUNE 8, 2022

In Customer Success circles, we practice the belief that when a company has the customer at the center of all that it does, customer outcomes will be achieved. his means that the product or service that a company is providing satisfies customers’ business needs. One that comes to mind is SpaceX.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59