Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. I have two core responsibilities at Winning by Design.

Customer Success 84

Customer Success Consulting Sales Customers 84

ChurnZero

OCTOBER 6, 2020

Superior Customer Success programs set great companies apart from their peers. Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. and “how should customers feel during and after onboarding?”.

2020 40

2020 Net Promoter Score Banking Innovation 40

ChurnZero

JULY 21, 2020

IntelAgree is a growing AI-powered contract management SaaS company that enables legal teams to do impactful work, not busy work. As relatively new functions, IntelAgree’s Customer Success and Professional Services/Implementation teams found themselves: Losing customer momentum during implementation. What were their pain points?

Net Promoter Score 52

Net Promoter Score E-support Leadership Customer Journey 52

CustomerSuccessBox

JULY 11, 2022

Eventually, some of your clients will leave. Anyone who jumps ship is a dead-end for customer success in their eyes. These establishments devote all of their time and resources to pampering newcomers, allowing other customers to suffer the door slamming on their exit. Why should you give a churned customer a good experience?

Consumers 52

Consumers Feedback Presentation Leadership 52

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations. Completely unacceptable.”

2024 97

2024 E Commerce E-support Social Media 97

SmartKarrot

OCTOBER 20, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Hire and train a world-class team of customer success managers.

Customer Success 19

Customer Success ROI Social Media Metrics 19

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Gainsight

JANUARY 11, 2021

In these conversations, we talk with customer success leaders who are role models and want to serve customers better. In this session, Nick Mehta, CEO, speaks with Chris Port , the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions. Companies were adopting SAAS.

Customer Success 52

Customer Success Sales NPS Connections 52

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Customer Success 19

Customer Success Customer Satisfaction Customers Management 19

delighted

JANUARY 28, 2020

Selecting the precise time to solicit feedback from your customers can have a huge impact on both the quality and quantity of the responses you receive. If you send your NPS survey too early, your customers may not have a full story to tell. The old way of timing customer feedback surveys.

NPS 44

NPS Hotels Net Promoter Score Retail 44

CustomerSuccessBox

NOVEMBER 1, 2018

What is Customer Success? Is it maximization of value to the customer right from onboarding to the stage where the customer becomes a product champion? Come to think of it every customer gets onboard a platform with the goal of meeting certain desired outcomes. How do you service a Fortune 500/2000 customer base?

Customer Success 40

Customer Success Webinar Customers Metrics 40

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Who are your most successful customers?

Customer Success 98

Customer Success Insights 2021 B2B 98

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov. Adoption Hero: Cision.

2022 98

2022 Customer Success NPS Customer Satisfaction 98

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Customer Success 128

Customer Success Customer Centricity Financial Metrics 128

SmartKarrot

JUNE 7, 2021

Working with partners can improve your operations and provide services that are beneficial to customers. In customer success, you can manage post-sales and improve the customer relationship. Technology companies can scale up their customer success function and drive better customer engagement while reducing churn.

Customer Success 10

Customer Success ROI B2B NPS 10

SmartKarrot

MAY 6, 2020

Ever since the SaaS companies came into prominence, somewhere around the mid 2000s, the major problem they faced was that of customer churn. They spent hefty amounts on marketing strategies to acquire new customers but due to the immense complexity of the software the customers were not able to adopt them and derive value from them.

Customer Success 10

Customer Success Customer Retention Sales Interaction 10

Retently

MARCH 10, 2022

It’s that awful, nasty, revenue-crushing word that every SaaS company has to deal with at some point in their customer lifecycle. Some companies experience a massive churn rate and have to fight for every customer. Customer Success and Churn. But what about the other 47%? The Three Leading Causes of Churn.

E-support 148

E-support Poor Customer Service Customer Success Customers 148

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred.

Sales 98

Sales Customer Success Customers Customer Relationships 98

SmartKarrot

AUGUST 5, 2020

For the modern SaaS companies, customer satisfaction is no more a good to have attribute. Companies have increasingly realized in the last decade that they cannot grow until their customers are happy. They are taking every measure to give excellent service to the customers. Why do customers turn unhappy?

Feedback 10

Feedback Brands Customers Customer Relationships 10

ChurnZero

MAY 28, 2021

If your goal is to keep your customers loving your product long term, you need to engage new users even after your customer spreads its wings and goes live. Customer dynamics constantly change. Teams grow and employees come and go, which means your product users do too – for better or worse. Basic set-up.

Engagement 98

Engagement Touchpoint Events Customer Success 98

CSM Practice

MAY 16, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Customer Success 52

Customer Success Financial Metrics Customer Centricity 52

CustomerSuccessBox

MAY 11, 2021

A SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. a mere 5% increase in customer retention could increase profits by 25-95%. . And as per the Harvard Business School report.

Touchpoint 52

Touchpoint Demo 2020 Customer Success 52

Help Scout

JULY 20, 2021

Being “customer-oriented” boils down to one idea: helping people. While there are many skills you need to help customers effectively, there’s a more profound outlook that informs the daily actions of customer service all-stars. What does it mean to be customer-oriented? Many companies take a sales-oriented approach.

Customers 145

Customers Culture Sales Metrics 145

SmartKarrot

APRIL 21, 2021

Role: Director of Customer Success Location: Remote, Greenville, SC, US Organization: CIMcloud by Website Pipeline As a Director of Customer Success, you will set the vision for Customer Operations and motivate a team of high performers to achieve their goals. Identify and assess renewal risks for customers.

Customer Success 10

Customer Success Leadership Metrics Measurement 10

SmartKarrot

APRIL 9, 2021

Change management in customer success is based on behaviour change. The ADKAR Model will help address customer success issues and adoption. Customer success managers need to have ADKAR to bridge gaps in change management. This helps create a SaaS stickiness that delivers value to customers. contact-form-7].

Customer Success 10

Customer Success Management Customers Communication 10

Amity

MAY 25, 2016

With over 750 customers worldwide, Vision Critical provides a cloud-based Customer Intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight. I head up the Customer Success Team in Toronto.

Customer Success 90

Customer Success Customers Metrics Sales 90

delighted

MAY 10, 2017

Selecting the precise moment in which to solicit feedback from your customers can have a huge impact on both the quality and quantity of the feedback you receive. Survey too early and your customers may not have a full story to tell. Administering feedback programs in this manner is time consuming and complex. A better way.

NPS 41

NPS E Commerce E-support Hotels 41

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

Customer Success 91

Customer Success Culture Customers 2011 91

CustomerSuccessBox

NOVEMBER 24, 2021

If you provide enough value, then you earn the right to promote your company in order to recruit new customers. In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. They are on their toes constantly to get customers to choose them over their competitors. Guy Kawasaki.

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52