Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

Customer Success 76

Customer Success Definition Customer Journey Customers 76

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable. In 2023, Totango is taking its show on the road.

Customer Journey Mapping 81

Customer Journey Mapping 2023 Metrics Customer Success 81

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. But customer journey mapping can be complicated to create, and the results can be difficult to track and interpret from end to end. Gather a Cross-Functional Team. Plot Touchpoints.

Customer Journey Mapping 529

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 529

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. If you’ve already devoured that and are ready for more, read on!

Customer Success 94

Customer Success Customer Journey Mapping NPS 2020 94

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

Customer Success 52

Customer Success 2021 Measurement ROI 52

Education Services Group

JULY 9, 2021

We know this can be especially true for Customer Success leaders. Project managers utilize powerful little documents called project charters to define, implement, and keep track of their projects. Why project charters are valuable in Customer Success. The elements of a Customer Success project charter.

Customer Success 52

Customer Success Customer Journey Mapping Document Customers 52

Education Services Group

JUNE 24, 2022

So, what stops customers from taking the adoption leap? This one might seem obvious, but you have to define, document, and measure adoption variables in order to know if a customer is adopting or has adopted your product or service. Take the time to define what it means for your customers to adopt your product.

Customer Success 98

Customer Success Net Promoter Score ROI Customers 98

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success Culture Leadership Customers 98

CustomerSuccessBox

APRIL 3, 2022

Customer Success ensures that your customers remain happy customers. Its objective is to guarantee that your customers get the most value from your product. Sending an email with the appropriate intent at the right time is essential to a good customer success email. Customer Success Email Templates.

Customer Success 52

Customer Success Webinar Customers Consumers 52

Customer Bliss

JUNE 28, 2019

Gainsight is a SaaS company focused on customer success. Additionally, she included the metrics that each function was responsible for. For example, if CSMs have expectations from the professional services team, those would be documented. customerexperience #metrics #kpis Click To Tweet. Create a 90-Day Plan.

Metrics 172

Metrics Document Customer Journey Books 172

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

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 Customers Touchpoint 19

SmartKarrot

DECEMBER 6, 2022

Role: Director, Customer Success Location: Open Hall, NL, Canada Organization: Security Compass As a Director, Customer Success, you will hire, coach, and develop a high-performing CS team to drive adoption, health, and retention. Own the fleet customer journey (post-sale, implementation, opportunities, etc.).

Customer Success 19

Customer Success Government Document Metrics 19

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.

Customer Success 19

Customer Success Management Document Customer Journey 19

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Measurement 52

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. Educating the customer on how your platform can support their business goals.

Customer Journey Mapping 93

Customer Journey Mapping Customer Success Document Customer Journey 93

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

SmartKarrot

MARCH 17, 2023

Role: VP Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Argus Media As a VP of Customer Success, you’ll be setting the strategy, prioritising the objectives and key metrics, building a world-class team, and extending and mentoring the European Customer Success team.

Customer Success 19

Customer Success Roadmap Customers Document 19

SmartKarrot

JANUARY 20, 2022

Role: Customer Success Director Location: Pennsylvania, United States Organization: Globality, Inc. As a Customer Success Director, you will serve as the lead point of contact for all customer account management matters. Increase customer retention and satisfaction scores in North America.

Customer Success 19

Customer Success Document Consulting Customer Retention 19

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

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success E Commerce E-support ROI 19

CustomerSuccessBox

DECEMBER 17, 2021

Decision: At the decision stage, a consumer feels they have a sufficient understanding of the options available and the extent to which they can solve the need that triggered the customer journey. A customer journey cannot be micromanaged. What is the customer lifecycle? Which leads very well to the next section.

B2B 52

B2B Touchpoint Net Promoter Score Customer Journey 52

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Customer Success 97

Customer Success B2C Webinar B2B 97

ClientSuccess

OCTOBER 14, 2019

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related. And you’re not wrong.

Customer Satisfaction 46

Customer Satisfaction Customer Success Document Customers 46

SmartKarrot

FEBRUARY 1, 2022

Role: VP of Customer Success Location: Remote, New York, United States Organization: Teampay As a VP of Customer Success, you will coach the team on strategies for building trusted advisor relationships. Oversee customer onboarding, strategic business reviews, success plans, contract renewals and upsell opportunities.

Customer Success 19

Customer Success NPS Healthcare Metrics 19

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Changing management is hard but critical to the success of a CS team.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

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

Totango

SEPTEMBER 20, 2022

Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business? Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product.

B2B 83

B2B Net Promoter Score Social Media Customer Success 83

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

SmartKarrot

NOVEMBER 24, 2021

Customer Success leaders benefit from a personal framework since time is in short supply and we constantly need to prioritize our efforts. The P’s & T’s of Customer Success reflect my current framework—which is always in the process of refinement. What are my P’s & T’s of Customer Success?

Customer Success 19

Customer Success Customer Journey Customers Measurement 19

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

FEBRUARY 15, 2022

Role: Senior Director of Customer Success Location: Minneapolis–Saint Paul, MN, US Organization: Patterson Companies, Inc. Build and lead a team of onboarding, customer training, and account management professionals. Build and lead a team of onboarding, customer training, and account management professionals.

Customer Success 19

Customer Success Customers Document ROI 19

Gainsight

OCTOBER 7, 2022

That’s because when companies are looking to optimize the customer journey for conversion, renewal, and expansion, they achieve the best results when Customer Success and Product Development are working together. Customer Success then works with Product to develop a sophisticated system for engaging with customers.

2022 52

2022 Customer Journey Mapping Document Customer Journey 52

SmartKarrot

SEPTEMBER 24, 2021

Role: Customer Success Director Location: Remote, United States Organization: Brightcove As a Customer Success Director, you will drive retention and growth among the most valuable customers by understanding their business needs and helping them succeed.

Customer Success 19

Customer Success Multi-Channel Social Media Customer Satisfaction 19

Gainsight

MAY 4, 2023

So, instead of being focused on Support, a Community should be a pivotal strategy in your Customer Success journey, driving real business results and value for the customer — not simply vanity metrics like member growth or number of posts. Community members need a reason to come back.

B2C 52

B2C Roadmap Books Travel 52

Gainsight

AUGUST 31, 2022

Within the world of customer experience (CX) and customer success (CS), however, I use the term squishy to describe a team that operates on the basis of intuition or assumed best practices, not hard evidence. It’s important that both teams are aligned in terms of the conversations and outcomes they are discussing with customers.

E-support 52

E-support Metrics Books Sales 52