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. . Adoption is a make-or-break aspect of the customer journey.

Customer Success 52

Customer Success Books Customer Journey Roadmap 52

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Customer Success 52

Customer Success Roadmap Customer Journey Mapping Customers 52

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. Benefits of customer success roadmap.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer Relationships 59

Customer Relationships Roadmap Customer Success Sales 59

SurveySensum

DECEMBER 22, 2022

And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Now what to do with these customer insights? So, what is VOC?

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

SmartKarrot

APRIL 26, 2022

Role: Director Customer Success – Lending Location: Charlotte, NC, US (On-site) Organization: Ally As a Director of Customer Success, you will establish robust feedback loops and communication channels (e.g., Slack, email, newsletters) with product and customers/customer-facing teams.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Apply here: [link].

Customer Success 19

Customer Success Roadmap Measurement Metrics 19

Gainsight

AUGUST 26, 2022

This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. And for the next two days, we saw that not only do other SaaS executives agree, but they also have implemented processes to make the collaboration successful. .

2022 52

2022 Customer Journey Customer Success Roadmap 52

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? They are the lifeblood of your brand.

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

SmartKarrot

JANUARY 21, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Twingate As a Director of Customer Success, you will hire a team of talented customer success managers and leaders. Work closely with product leadership to help deliver roadmap feature requests across the entire customer base.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

SmartKarrot

NOVEMBER 17, 2021

Role: Director of Customer Success Location: Santa Clara, CA, US (Hybrid) Organization: LeanData As a Director of Customer Success, you will lead, coach and mentor a team of Customer Success Managers across enterprise and large commercial accounts. Lead an inclusive, engaged, and high-performing team.

Customer Success 19

Customer Success Sports Roadmap Books 19

SmartKarrot

AUGUST 24, 2021

Role: VP Customer Success Location: Remote, United States Organization: SocialChorus As a VP of Customer Success, you will create a vision and strategic plan for leading Customer Success teams with delivering a scalable best-in-class customer journey for the 500+ global customers that maximizes revenue and retention.

Customer Success 19

Customer Success Roadmap Customer Journey Customer Satisfaction 19

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CustomerSuccessBox

NOVEMBER 1, 2018

The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds. —?Casey 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? Casey Stengel.

Customer Success 40

Customer Success Webinar Customers Metrics 40

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

ChurnZero

JULY 2, 2020

Q: Who should handle renewals and a customer centric organization? A: [Abby]: As Customer Success continues to mature, I believe owning the renewal becomes a natural part of Customer Success. Customer Success may queue up the renewal for another team to close, or they may only be responsible for upsells.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

SmartKarrot

SEPTEMBER 21, 2021

Role: Director, Customer Success Location: Dallas, TX, US Organization: Castlight Health As a Director of Customer Success, you will grow and manage a portfolio of business with responsibility for the growth and retention of the existing customer base. Monitor usage and customers’ engagement level.

Customer Success 19

Customer Success Roadmap Customers Sales 19

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs). Benefits of Customer Success Playbooks. Accountability. Don’t do it.

Customer Success 52

Customer Success Metrics Customer Journey Roadmap 52

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Engage with customers through defined calls to action and 1:m value-based sessions.

Customer Success 10

Customer Success Roadmap Leadership NPS 10

SmartKarrot

FEBRUARY 25, 2021

Develop and nurture cross-functional partnerships across the entire TargetCW organization including software, sales, marketing, finance and operations which impact overall customer success and drive customer retention and revenue growth. Helping drive product adoption and advocacy across the customer base.

Customer Success 10

Customer Success Roadmap Customer Journey Mapping Customer Retention 10

SmartKarrot

JULY 20, 2022

Customer success is when your customers choose your product and company because they are happy and see ROI appropriately. This revenue was once the responsibility of customer service or account executives. However, customers now want more personalized products and services. What is a Customer Success Specialist?

Customer Success 10

Customer Success Roadmap B2B Customer Journey 10

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Leadership 40

Leadership Customer Centricity Financial Roadmap 40

SmartKarrot

JUNE 9, 2021

Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities.

Customer Success 10

Customer Success Roadmap Customers Customer Journey 10

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

SmartKarrot

MAY 24, 2021

Engaging with the Product Team to understand roadmap and implications for clients and advocate for the clients’ feature needs. Work with Incredible Health partners to identify and develop upsell and expansion opportunities across the customer base. Own the customer experience from post-implementations.

Customer Success 10

Customer Success Roadmap Webinar Customers 10

SmartKarrot

MARCH 9, 2021

Role: Vice President, Customer Success Location: Boston, MA, US Organization: Immuta As a Vice President of Customer Success, you will map the customer journey beginning with implementation. Define the segmentation of the customer base and varying strategies for each segment.

Customer Success 10

Customer Success Roadmap Presentation Metrics 10

SmartKarrot

NOVEMBER 11, 2020

Role: Vice President of Customer Success Location: Englewood, CO, US Organization: WOW! Internet, Cable & Phone As a Vice President of Customer Success, you will define and optimize the customer lifecycle, applying customer journey mapping, and identifying standardized interventions for each point in the journey.

Customer Success 10

Customer Success Customer Journey Mapping Roadmap Government 10

ClearAction

DECEMBER 31, 2016

Allow your Customer Service team to transition from reactive mode to proactively helping your Customer Success team. Customer Success — resolve to anticipate customers’ expectations. Segment customers by what they’re trying to get done. New Wisdom for Voice of the Customer.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

Solvvy

OCTOBER 25, 2022

Customer feedback – such as the information you collect through the customer satisfaction index model – can provide insights into their intentions. . Another way to understand the likelihood of future purchases is to use customer data to map the customer journey of loyal customers.

Customer Satisfaction 62

Customer Satisfaction Measurement NPS Metrics 62

SmartKarrot

JULY 7, 2021

Role: Director, Customer Success Location: Remote, New York, United States Organization: SecurityScorecard As a Director of Customer Success, you will manage the gross and net retention of a book of business; including forecasting, strategy development and efficient execution. Represent the voice of the customer!

Customer Success 10

Customer Success Roadmap Customers Demo 10