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

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success 2014 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

SmartKarrot

DECEMBER 13, 2022

Role: Customer Success Associate Location: Chicago, IL, United States (On-site) Organization: Wolters Kluwer As a Customer Success Associate, you will deliver prompt and professional service to the customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

Customer Success 19

Customer Success Customer Retention Fashion Culture 19

Education Services Group

SEPTEMBER 12, 2022

In Customer Success, there are a million things to keep track of, from staying on top of our daily tasks to preparing EBRs and collecting NPS scores, the list goes on and on. At ESG, we utilize a six-step approach that you can easily apply in your Customer Success organization and initiatives: .

Customer Success 52

Customer Success Events Document Customers 52

SmartKarrot

NOVEMBER 21, 2022

Director Customer Success Location: San Diego, CA, United States (Hybrid) Organization: Workiz Inc. Director of Customer Success, you will develop and execute a strategy to increase customer retention and satisfaction. Manage a team of customer success managers. Apply here: [link].

Customer Success 19

Customer Success Return on Investment NPS ROI 19

SmartKarrot

JULY 27, 2022

Role: Director Customer Success Location: Remote, United States Organization: symplr As a Director of Customer Success, you will be responsible for providing leadership, mentoring, and professional development for customer success team members.

Customer Success 19

Customer Success Leadership Sales Customers 19

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Be Proactive About Customer Health .

Return on Investment 75

Return on Investment Competitive Advantage ROI Communication 75

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 126

Communication Webinar Metrics Customer Retention 126

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. What does the chief customer officer role encompass?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

SmartKarrot

AUGUST 31, 2021

Role: Director, Customer Success Location: Remote, San Francisco, CA, US Organization: Salsify As a Director of Customer Success, you will supervise, build and expand the existing Customer Success strategy to enable each member of the team to be the best-trusted advisor for the customers.

Customer Success 19

Customer Success Customer Retention Leadership Metrics 19

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

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Quick Level Set: What Customer Success Is, and Isn’t.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

SmartKarrot

SEPTEMBER 9, 2021

Role: Global Director, Customer Success Location: Remote, London, England, United Kingdom Organization: MessageBird As a Global Director of Customer Success, you will define the vision, values, and KPIs to achieve customer success in alignment with the sales strategy.

Customer Success 18

Customer Success Leadership Sales Document 18

Education Services Group

JANUARY 18, 2022

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Now, there’s much debate about how to really measure Customer Success performance. Customer Health Scores?

Metrics 52

Metrics Customer Success Financial Leadership 52

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Customer Success 57

Customer Success Chief Customer Officer Customer Journey Mapping Metrics 57

Education Services Group

FEBRUARY 2, 2022

So, it shouldn’t come as a surprise to any of us in the Customer Success world that revenue is kind of a big deal to a business. As Customer Success organizations continue to gain attention and recognition for growing revenue , it is increasingly critical that we reach out to our hardworking peers in Finance to join forces more often.

Metrics 52

Metrics Financial Customer Success Customer Retention 52

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Customer Centricity 81

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Success 49

Customer Success Webinar E-support E Commerce 49

SmartKarrot

SEPTEMBER 5, 2022

Role: Director of Client Success Location: San Diego, CA, US (On-site) Organization: Dassault Systèmes As a Director of Client Success, you will drive Customer satisfaction & advocacy prioritize, escalate and manage customer critical issues. Apply here: [link].

Customer Success 19

Customer Success Customer Satisfaction Document ROI 19

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

Financial 86

Financial Customer Base Leadership Events 86

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Improve customer satisfaction – (33%). And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. Customer success doesn’t just happen.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

SmartKarrot

DECEMBER 14, 2020

Role: Remote Director Customer Experience Location: Phoenix, AZ, US Organization: Waste Management As a Director Customer Experience, you will meet or exceed all contact center financial and performance metrics, including efficiency, quality, and attrition goals, at the queue, center, and tier levels.

Customer Success 10

Customer Success Customer Retention Leadership Contact Center 10

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole.

2022 52

2022 Chief Customer Officer Innovation Connections 52

SmartKarrot

JANUARY 19, 2021

Achieving all quarterly targets including adoption, retention, expansion and referenceability metrics. Provide leadership and direct oversight of CSMs to ensure they develop strong customer relationships and serve in the role of trusted advisor to the customers. Apply here: [link] .

Customer Success 10

Customer Success Multi-Channel Leadership ROI 10

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Education Services Group

OCTOBER 4, 2022

But I still see far too many Customer Success leaders (yes, even smart ones!) Be sure you’re making a real distinction between segmentation and tiering in your Customer Success strategy. Number one and number two in the Customer Success Maturity Model. Don’t be silly!” Then, I’m relieved.

2022 52

2022 Customer Success Financial Engagement 52

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Leadership. Customer Success & Support.

NPS 98

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 98