Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

Amity

JUNE 15, 2017

As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. The result of this work is immediate. 1: Value Segmentation.

Customer Base 73

Customer Base Customer Journey Customer Success Webinar 73

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Responsibilities: Own the revenue number for the installed customer base. Customer Success Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

Customer Success 52

Customer Success Chief Customer Officer Consulting Customer Centricity 52

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success Managers who do it all.

Customer Success 52

Customer Success Chief Customer Officer Consulting Customer Centricity 52

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates.

Customer Success 59

Customer Success Touchpoint Financial Customer Journey 59

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 111

Customer Success Customer Journey Brands Customers 111

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Customer Success 52

Customer Success Net Promoter Score Multi-Channel ROI 52

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Customer success is one of the most impactful teams on the post-sale experience. Rarely are teams thinking about the impact on new logo pipeline.

B2B 92

B2B Reference Customer Success Customers 92

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

SurveySparrow

SEPTEMBER 20, 2022

Your client success quotes should be some of your proudest achievements, not just your bottom line. We look at some of the best customer success quotes from business legends and seasoned entrepreneurs in this article. 30 customer success quotes for inspiration: 1. Your customer is going to get to vote and talk.

Customer Success 52

Customer Success Airlines Net Promoter Score Advertising 52

CSM Practice

JUNE 15, 2017

As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. The result of this work is immediate. 1: Value Segmentation.

Customer Base 40

Customer Base Customer Success Customer Journey Blog 40

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

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.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

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

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. . Set your customers up for success from day zero with a welcome email that does serious work.

Customer Success 52

Customer Success Books Customer Journey Roadmap 52

Gainsight

APRIL 16, 2021

Whatever it might be, Horizon Analytics can visualize the required data to run a successful Customer Success Org. This report shows the user the overall number of VOs and the % of customers with VOs to track ROI, which is helpful during renewal discussions. Reference Manager. Risk Escalation. Support View.

Customer Success 52

Customer Success Reference ROI NPS 52

CustomerSuccessBox

AUGUST 27, 2021

Many startups in their early stages believe that customer success isn’t for them. This means you can be a startup with a seemingly scalable business model and still never become a scaleup for lack of (customer) growth. Thus, to scale up your startup you need to ensure customer success in relation to your business.

Customer Success 52

Customer Success Effort Score Reference NPS 52

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. To clarify, Olson said he was referring to the more monotonous and mundane aspects of a CSM’s onboarding responsibilities. “We’ve

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

SurveySparrow

MAY 6, 2021

Imagine your customer is a restaurateur with Michelin star chefs and gourmet cuisine. In the same analogy, how do we differentiate customer success vs customer support? Customer support would mean making sure the king is getting his daily newspaper. . Customer Success vs Customer Support.

Customer Success 52

Customer Success NPS Customer Retention Net Promoter Score 52

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Customer Success 52

Customer Success Customers Metrics B2B 52

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Customer Success Net Promoter Score NPS 76

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.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Totango

FEBRUARY 5, 2024

In: A hand-in-hand, three-team approach to customer success where Sales, CS, and Marketing work together to guide customers through the entire customer journey. No more “Here’s your customer success manager, see you never!” Customer success is a three-legged stool “Chime! We all know it.

Multi-Channel 98

Multi-Channel Sales 2024 Customer Success 98

SmartKarrot

FEBRUARY 8, 2023

Role: VP Customer Success Location: United States (Remote) Organization: Unifyed As a VP of Customer Success, you’ll drive Customer Success Outcomes. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores. Map customer journey.

Customer Success 19

Customer Success E Commerce E-support Customer Satisfaction 19

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. With Elizabeth's permission, we are republishing and sharing it with our community. Consistency is key.

Sales 87

Sales Customer Success Customer Journey Customers 87

Gainsight

APRIL 2, 2021

I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. She was a field Customer Success manager with over ten years in CS. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.”

Customer Success 52

Customer Success Sales Government Metrics 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.

Customer Success 19

Customer Success Leadership Travel Metrics 19

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?

Customer Success 52

Customer Success Engagement 2014 Customer Centricity 52

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Customer Success 19

Customer Success Document Touchpoint Customers 19

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Leadership ROI Metrics 19

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? Increased Customer Engagement.

Customer Success 81

Customer Success Measurement Definition Customers 81

Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. It doesn’t make the customer feel very special, does it? American Express refers to this as humanizing interactions.

Customer Service 117

Customer Service E Commerce Effort Score E-support 117