ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)

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Gainsight

MARCH 2, 2022

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends.

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Education Services Group

JANUARY 25, 2022

For some, monetizing Customer Success may feel like a long way off. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. A tiered pay structure that encompasses the entire customer lifecycle.

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Customer Success Net Promoter Score Customers Customer Journey 52

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

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Customer Success Definition Customer Journey Customers 61

Education Services Group

JULY 1, 2022

The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. Some of the unattainable attributes and measures we waste time chasing in Customer Success. Customers want value.

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Customer Success Metrics Document NPS 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.

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Metrics Customer Success Measurement Net Promoter Score 61

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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SurveySparrow

JANUARY 22, 2020

You can completely erase such a possibility by resorting to a good customer success platform. What is a Customer Success Software? What are the benefits of a good customer success software? What are the benefits of a good customer success software? Hyper-target customers.

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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

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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ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

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Customer Success Webinar Leadership Customers 98

Totango

FEBRUARY 22, 2021

By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!). Changing the Customer Success Game.

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CSM Practice

SEPTEMBER 15, 2019

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to driving long-term customer lifetime value through various processes and operations.

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Customer Success Workshop Effort Score Customers 45

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

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Customer Success Customer Journey Mapping NPS Presentation 45

CustomerSuccessBox

MARCH 9, 2022

One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. According to a research study, 20% of the SaaS companies, especially small to midsize companies, often depend on their CRM to administer all customer life cycle tasks which do not suffice their Customer Success function.

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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.

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Customer Success Management Definition Metrics 47

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.

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Financial Metrics Customer Success 2014 52

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

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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.

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Amity

NOVEMBER 16, 2016

In my previous article, I covered how to hire your first Customer Success Manager. Some of the questions you may ask yourself when onboarding a new hire into Customer Success are: What does success look like in this role? When should they start talking to customers? Marketing Got Happy Customers?

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Customer Success Measurement Definition Customers 81

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.

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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.

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Financial Metrics Customer Success 2014 52

SmartKarrot

FEBRUARY 14, 2023

Role: VP of Customer Success Location: United States (Remote) Organization: Meal Ticket As a VP of Customer Success you’ll drive Customer Success outcomes. Increase product adoption, customer contentment, and general health scores to have an impact on lifetime value in the future.

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Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. Double Down on Your Customer Base with Composable CS. During periods of economic instability, your current customer base can be your life raft.

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CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

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Customer Success Engagement 2014 Customer Centricity 52

SmartKarrot

OCTOBER 14, 2022

Role: Head of Customer Experience Location: Remote, New York, NY, US Organization: Oden Technologies As a Head of Customer Experience, you will be hiring, leading and retaining customer success talent responsible for driving value delivery for the customers. Apply here: [link] Role: Sr.

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Customer Success NPS Customers Customer Relationships 19

ChurnZero

APRIL 12, 2022

Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. Lead the creation of new Customer Success initiatives.

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Talkdesk

AUGUST 25, 2015

She expects more from the companies she works with and won’t accept anything less than excellent customer service. Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies. How mature is your customer success strategy?

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Kapta Customer Success

MAY 27, 2019

So, how do we go about creating this metric and tracking the success of your customers? Believe it or not, it has less to do with looking at spreadsheets and more to do with the customer’s personal definition of success. What’s Important to Your Customers? To provide and enhance value for the customer.

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Metrics Customer Success Measurement Customers 49

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer Success is a relationship-driven function,” says Anna.

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Customer Success Leadership Communication Customers 59

ChurnZero

FEBRUARY 21, 2022

What is a customer advisory board? Here’s a standard customer advisory board definition: a customer advisory board is a group of trusted, hand-picked customers or influencers brought in by a business to be thought leaders and help the company gain key insights into their customer base.

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Amity

AUGUST 17, 2017

You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success. Step 5: Examples of Success. Are you the one?

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Customer Success Customers Demo Definition 69

SmartKarrot

NOVEMBER 7, 2022

Role: Associate Director, Customer Success Location: Greater Boston, United States (On-site) Organization: Saama As an Associate Director of Customer Success, you will drive the overall customer relationship forward and drive product penetration and consulting services revenue in customer engagements.

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Customer Success Roadmap Leadership Government 19

Kapta Customer Success

JANUARY 31, 2018

We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients.

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Amity

AUGUST 17, 2017

You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success. Step 5: Examples of Success. Are you the one?

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Customer Success Customers Demo Definition 61

Totango

AUGUST 18, 2022

Describing where to access self-service and customer support tools. Educating the customer on how your platform can support their business goals. Ensuring a smooth handoff between the Onboarding Team to the Customer Success Team. Your team and your customers don’t have to guess what happens next.

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Customer Journey Mapping Customer Success Document Customer Journey 92

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.

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