Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Communication Customer Relationships Customers 63

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journey Mapping Loyalty Programs Reference 61

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Customer Success 52

Customer Success Webinar Communication Interaction 52

Totango

JULY 22, 2022

Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. . Let Totango help through our extensive SuccessBLOC library and easy-to-use customer success tools.

Communication 103

Communication NPS Metrics Engagement 103

Education Services Group

MAY 13, 2020

Tying Customer Success to your company’s strategic growth (aka revenue) can be tricky to maneuver. Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. Here are some of the key takeaways from our webinar.

Customer Success 52

Customer Success Sales Leadership Customer Relationships 52

Gainsight

NOVEMBER 4, 2022

Gainsight dove into the topic of creating a bionic CS organization in the recent Catapult webinar series with Carolyn di Buono, Customer Success Operations Manager at Propeller Aero. . For Propeller Aero, scaling through digital customer success was mapped out as a year-long endeavor. Onboarding and training.

Touchpoint 52

Touchpoint Webinar Customer Success Reference 52

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. Customer Success Builds Relationships.

Customer Success 47

Customer Success Management Definition Metrics 47

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Own the resolution process ensuring you exceed customer expectations.

Customer Success 19

Customer Success Customers Webinar Sales 19

Amity

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Customer Success 68

Customer Success Webinar E-support Customers 68

Gainsight

JANUARY 31, 2022

Introducing customer success both as a methodology and working practice into a business can be difficult. People don’t like change, even if the shift promises them success. People don’t like change, even if the shift promises them success. Enter Customer Success. The Story Begins.

Customer Success 95

Customer Success E-support Advertising Sales 95

ClientSuccess

NOVEMBER 24, 2021

Communities can: Provide a way to showcase the great work your customers are doing. Facilitate learning and information sharing across your customer base. Communities can be incredibly powerful and, when leveraged correctly, can help transform your entire customer engagement strategy. Toolkit: Customer Journey Toolkit.

Engagement 52

Engagement Marketing Events Customer Relationship Management 52

ClientSuccess

MAY 10, 2022

However, there is an additional metric used by customer success teams (and, more recently, proactive executive leadership teams) to calculate the value of a customer beyond just what is outlined in the initial contract: Customer Lifetime Value (CLV). What about your onboarding, training, and customer success resources?

Metrics 59

Metrics Webinar Leadership Customer Relationships 59

Gainsight

FEBRUARY 28, 2023

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. EBITDA is a focus instead of hyper-growth.

Touchpoint 52

Touchpoint Metrics 2023 Customer Success 52

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Marketing 64

Marketing Webinar Reference Events 64

Gainsight

JULY 6, 2021

Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey.

Customer Success 73

Customer Success Customer Base Technology Webinar 73

Totango

SEPTEMBER 24, 2020

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. Customers are loyal to the ongoing value you provide them.

Customer Success 78

Customer Success Customer Journey Customers Metrics 78

Gainsight

APRIL 18, 2022

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. . Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results.

Customer Success 52

Customer Success Metrics 2003 Webinar 52

SmartKarrot

MAY 24, 2021

Apply here: [link] Role: Director, Customer Success Location: San Francisco, CA, US Organization: Incredible Health As Director of Customer Success, you will lead, support and develop a growing team of Customer Success (CS) Managers in half the country. Accountable for the customer-health post-sales.

Customer Success 10

Customer Success Roadmap Webinar Customers 10

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

Totango

SEPTEMBER 11, 2020

After all, as the old adage goes, “The customer is always right.” However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .

Customer Engagement 82

Customer Engagement Engagement Customers Communication 82

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 3. Changing Customer Priorities. 1. More Customer Success.

Customer Success 71

Customer Success Sales Connections Customer Base 71

ChurnZero

MARCH 11, 2020

Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. What advice would you give us to help serve our customers better in the future?

ROI 52

ROI Customer Journey Mapping Webinar Return on Investment 52

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset.

Customer Success 52

Customer Success Marketing Net Promoter Score NPS 52

SmartKarrot

JUNE 18, 2021

Role: Associate Director, Customer Success Location: Remote, United States Organization: AKASA As an Associate Director of Customer Success, you will demonstrate revenue cycle expertise by conducting customer onboarding and implementation activities such as process mapping or workflow review.

Customer Success 10

Customer Success Roadmap Leadership Customer Satisfaction 10

CSM Practice

JULY 6, 2020

For these companies, any revenue lost to churn is recovered through the expansion of the customer. In this one, we are going to focus on how SaaS companies can leverage their customer base to drive more revenue through expansion during Coronavirus. 3. Changing Customer Priorities. 1. More Customer Success.

Sales 71

Sales Customer Success Connections Customer Base 71

Totango

JULY 11, 2019

What’s the importance of customer retention? Well, it can mean the difference between lasting success or a flash-in-the-pan startup. Your business needs a loyal, long-term customer base to become well-established and ensure future revenue. Furthermore, retaining customers just makes good business sense. .

Customer Retention 63

Customer Retention Advertising Social Media Customers 63

Totango

JULY 11, 2019

What’s the importance of customer retention? Well, it can mean the difference between lasting success or a flash-in-the-pan startup. Your business needs a loyal, long-term customer base to become well-established and ensure future revenue. Furthermore, retaining customers just makes good business sense. .

Customer Retention 61

Customer Retention Advertising Social Media Customers 61

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Customer Relationships Webinar Metrics 52

SmartKarrot

MAY 19, 2021

In the SaaS industry it is known that customers have high expectations. There is increased focus by companies on protecting their customer base and improving outcomes for them. B2B customers prefer a personalized experience and nearly 65 percent of them will leave if you don’t deliver as per their expectations.

Customer Success 10

Customer Success B2B Customer Satisfaction Communication 10

SurveySensum

SEPTEMBER 5, 2023

Offer personalized support and build strong relationships through available Customer Success Managers. Elevate services by incorporating direct customer support surveys to gather insights. Note: 91% of customers are more likely to make another purchase after a positive customer service experience.

Insights 52

Insights Customer Experience Metrics NPS 52

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? These teams are responsible for the tactical realization of value for the customer.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

SmartKarrot

OCTOBER 3, 2023

Acquiring new customers is only half the battle in today’s extremely competitive market. To retain and grow your customer base, you need to focus on customer success and user engagement strategies that keep customers delighted and loyal. Learn more about customer success strategies here.

Engagement 11

Engagement Net Promoter Score Social Media NPS 11

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Definition Metrics 0

Totango

AUGUST 11, 2022

First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Then, we’ll consider why digital client relationships are so crucial for SaaS businesses and offer 14 tips you can quickly implement to help you build these digital relationships.

Net Promoter Score 109

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 109

SmartKarrot

OCTOBER 13, 2023

Segmentation: The age-old saying, “One size doesn’t fit all,” rings especially true in the customer-centric realm. Grouping customers based on shared characteristics, behaviour, or preferences is no longer optional. Educate and Empower: Empowered customers are loyal customers.

Customer Retention 10

Customer Retention Loyalty Programs Customer Centricity Innovation 10

ChurnZero

JUNE 27, 2023

In business, particularly among customer success professionals, it conjures up one key question: how can we do more with less? In my view, an effective digital customer success strategy has four key steps involving: Customer data Customer segmentation Automation A customer journey map 1.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

Gainsight

SEPTEMBER 6, 2022

The mindset in SaaS has shifted,” says Nick Mehta, Chief Executive Officer at Gainsight, a leading customer success and product experience platform. He’s also the co-author of two books: Customer Success and The Customer Success Economy. “A Your customers are often your best salespeople.

Customer Success 10

Customer Success Roadmap Sales 2022 10