Amity

NOVEMBER 28, 2018

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. I am the GM, the coach and the player.

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Customer Success Books Competitive Advantage Customers 106

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Rachel Yockey , Vice President of Experience at Realync.

Customer Success 81

Customer Success Metrics Customer Retention Books 81

Amity

OCTOBER 5, 2016

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. What does the culture of Customer Success look like at Typeform?

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Customer Success 2014 NPS Metrics 129

ChurnZero

JUNE 10, 2020

But unplugging from it all and diving into a good book can, if only for a little while. Enjoy this list of must-read Customer Success books. . . A veritable blueprint for success in the new membership economy, this book is a must-have for organizations of any size. What Customers Crave.

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Customer Success Books Sales Customers 69

ClientSuccess

AUGUST 24, 2018

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.

Books 40

Books Customer Success Management Chief Customer Officer 40

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

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. 5/ The startup’s guide to Customer Success.

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Webinar 2022 Customer Success Metrics 98

Gainsight

AUGUST 26, 2021

This is where elements and best practices refined for customer success can be focused inward for employee success too, helping your organization evaluate how your staff is performing across all dimensions and how your organization is doing with supporting them. So what does that mean in practice?

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Customer Success E-support Metrics Demo 52

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

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Customer Success Chief Customer Officer Customers Management 85

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. Five customer success leading indicators.

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Customer Success Customer Relationships Metrics Webinar 72

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Customer Success Conference 2022 by TSIA. Date- October 17th–19th, 2022.

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2022 Events Customer Success Contact Center 52

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Building on the point above, when determining expansion ownership, you want to quantify the established relationships between a Customer Success Manager or salesperson and the customer.

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Sales Customer Success Engagement Customers 98

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

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Customer Success Leadership Sales Customers 98

ChurnZero

FEBRUARY 8, 2024

Last month, ChurnZero’s article on customer success trends for 2024 came with a warning for CS teams and their leaders from one contributor. Burnout gets worse and starts to have a larger effect on attrition, performance, and customer interactions.” CZ: 2023 was a stressful year in customer success and SaaS.

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Customer Success 2024 Customers 2023 52

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

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2021 Customer Success Webinar Multi-Channel 111

Gainsight

AUGUST 24, 2021

One powerful way to inspire, inform, and motivate your organization to reach this next level of customer satisfaction is with deeper integration of sales staff with your organization’s customer success program. Form a holistic view of the customer experience. Introduction.

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Sales Customer Success E-support Demo 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.

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Customer Success Books Customers Chief Customer Officer 85

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. Customer Success Skills. Data Management.

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Customer Success Books Definition Customers 72

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

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Customer Success Touchpoint Chief Customer Officer Customers 90

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . The outreach sequence takes a few different paths from there, depending on the customer’s response.

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Customer Success Books Customer Journey Roadmap 52

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Learn from those examples, and apply the elements that fit for your team and situation.

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Customer Success Customers Sales Presentation 103

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

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Books Blog Management Leadership 80

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. Mindset: The New Psychology of Success by Carol Dweck.

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Books Customer Service Culture E-support 70

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

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Customer Experience Professionals Books Customer Experience Hotels 56

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.

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2022 Customer Success 2021 Consulting 52

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Don’t lose the customer’s momentum and excitement with a delayed transition from Sales to Customer Success.

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Customer Success Engagement E-support Books 87

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

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Customer Success Culture Leadership Customers 98

Gainsight

SEPTEMBER 19, 2022

For Customer Success (CS) teams, creating and managing alignment is essential at all stages of your CS evolution. At the onset, you need to create organization-wide alignment around what customer success will mean and the impact it should make on your business. . What is a customer success handbook?

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Customer Success Document Definition Customers 52

ChurnZero

APRIL 22, 2022

Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. Create a dedicated space for collaboration and learning with Success Centers.

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Customer Success Multi-Channel Touchpoint Communication 98

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

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Customer Success Chief Customer Officer 2021 Webinar 87

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Customer Success Podcasts.

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Customer Success Webinar Competitive Advantage Customers 98

ChurnZero

MARCH 19, 2021

Even if that additional upfront work makes us happier or far more successful in the end, we’d rather remain unhappy than make ourselves vulnerable to the unknown of change. Product adoption drives customer value which drives customer loyalty and recurring revenue – the lifeblood of SaaS companies. Get to the root of resistance.

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Customer Success Management Customers Feedback 88

Education Services Group

OCTOBER 13, 2021

Customer Success is in the perfect position to gather customer feedback about your product. And, if CS does inform Product about a customer’s concerns or requests, does Product listen? These are important questions for anyone to be asking if their goal is to create the best customer experience possible.

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Customer Success Feedback Customers Definition 52

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

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Customer Success Management Sales Customers 106

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You would use euros instead or pounds in the UK.

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Metrics Customer Success 2021 NPS 98

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

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Books 2018 Customer Service Call Center 40

CustomerSuccessBox

DECEMBER 13, 2021

Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. CS is evolving quickly which means there are lots of opportunities to help customers in new and innovative ways. Do you love reading books?

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Customer Success Management Innovation Books 52