What's Missing in Your Customer Success Software?


Customer Success Key Account Management Tools Customer EngagementLack of visibility is one of the biggest problems impacting key account management, even in 2021.

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Customer Success Playbook Tips: Five Proven Tactics


Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks.

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The Real Difference Between Customer Support and Customer Success


With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. But there’s still one area that’s neglected all too often – Customer Success.

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Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

Education Services Group

How many times have you watched customers churn early because they (or you) discover your product or service doesn’t actually solve for their business case? How many times have you seen customers stall or hesitate to adopt and you don’t understand why? Your customers are going to talk.

2022 83

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Functional Roles of Customer Success


Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Customer Success Roles. Customer Success Management.

2022 82

Mythbuster monthly: Customer Success Manager coverage ratio


When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest.

2022 74

Rants of a Customer Success Analyst: Crocheting Chains – Customer Health Scores

Education Services Group

And yes, I promise there’s a Customer Success lesson in here, if you’ll just stick with me.). When it comes to customer health scores, we expect a blanket. We expect a customer health model that identifies risk and allows our CSMs to act, triggered by prescriptive data.

2022 83

Risky Business: Proactively Planning for Risk in Customer Success

Education Services Group

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. throughout a customer’s lifecycle. . Is it an internal stakeholder, or someone at your customer? .

2022 52

Customer Success in SaaS: A Complete Guide & Best Practices


Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Start with a SaaS Customer Journey Map.

2022 88

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Customer Success Dashboard KPIs: Nine CS Metrics To Track


Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. Customer health score.

2022 82

Enterprise CS 101: Establishing Customer Success Quickly


The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. . In customer success, content is core.

2022 82

Rants of a Customer Success Analyst: That’s a Wrap…. For Now

Education Services Group

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. The role that empathy can play in helping deliver value to our customers.

2022 52

In Customer Success We Trust

Forrester Digital Transformation

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention. B2B CX customer centricity Customer Engagement customer obsession

2022 83

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Top 5 Customer Success resources


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. Customer Success around the web.

2022 66

Why Customer Success is not Customer Experience


Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

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Rants of a Customer Success Analyst: Impossible Shot – Forecasting in Customer Success

Education Services Group

Recently, I was in a very intense game of Topgolf with two of my friends and colleagues, Sheik Ayube and Peter Armaly (VPs of Business Development and Customer Success, respectively, here at ESG). Customer Success Operations led. The Reason.

2022 52

CSAT vs. NPS: Understanding Customer Success Metrics


Take customer satisfaction. Even customers can struggle with quantifying how happy they are with your services. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common tools businesses use to track how happy customers are.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

What’s in a Name? The Many Uses of “CSP” in Customer Success

Education Services Group

Let’s say you’re reading an article about Customer Success. In Customer Success, we do use a lot of three-letter acronyms , and they can get pretty confusing. The CS industry (we know CS is Customer Success already, yes?) Customer Success Professional.

2022 52

What Is Customer Success?


An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. The question is, what is customer success? What Is Customer Success?

How to Structure Your Customer Success Team


What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team? How is a Customer Success Team Structured?

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9 Best Customer Success Communities in 2022


Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer.

2022 97

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

5 Models for Monetizing Customer Success

Education Services Group

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. Free Customer Success for everybody!

2022 52

Scaling with Digital Customer Success

Education Services Group

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. Getting Started with Digital Customer Success.

Why You Need More than CRM Features for Customer Success


Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A typical CRM feature list also may include: Storing notes on customer marketing and sales interactions. Recording customer purchase history.

2022 80

3 Steps to Getting Sales on Board with Your Customer Success Plan

Education Services Group

Customer Success Plans are key to starting your customer relationships off on the right foot. They’re a great way to demonstrate to your brand new customers that “you’ve got this.”. Step 1: Explain what a Customer Success Plan is. Only certain customers?

2022 52

Applying Customer Success Strategies to a Customer Community

Speaker: Mike Ellis

Running a successful customer community is not some big and scary initiative, it’s something that you already have the institutional knowledge to achieve. Join the webinar to find out more!

Why Now is the Time to Invest in Customer Success


We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

2022 88

Understanding Customer Success: Growth Driven by the Customer-Centered Economy


Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Increase Customer Retention.

2021 87

Why homegrown tools won’t cut it for scaling customer success programs


In a world where technology is ubiquitous and constantly evolving, why do so many customer success (CS) managers say they don’t have the right tools to bring CS teams into digital transformation and scale-up growth? Customer Success

2022 72

Customer Success Data & Analytics: Lessons Learned from Tennis

Education Services Group

Lastly—as a plug for my fellow CS Analysts—having Customer Success focused analysts as part of your CS organization (or better yet, CS Center of Excellence) is a must. The post Customer Success Data & Analytics: Lessons Learned from Tennis appeared first on ESG.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.