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Capacity Planning in Customer Success

Education Services Group

As presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. The post Capacity Planning in Customer Success appeared first on ESG.

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What's Missing in Your Customer Success Software?

Kapta Customer Success

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

2021 75
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Why Applying the Golden Rule to Customer Success Efforts Works

ClientSuccess

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations.

2023 73
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The Real Difference Between Customer Support and Customer Success

Retently

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.

2022 115
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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!

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Functional Roles of Customer Success

Gainsight

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
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Customer Success Playbook Tips: Five Proven Tactics

Totango

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.

2022 77
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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
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Customer Success Plans That Rock!

Education Services Group

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. The anatomy of a Customer Success Plan.

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The Many Pieces and Parts of Customer Success Operations

Education Services Group

It’s a commonly held concept that Customer Success Operations is Customer Success for the Customer Success team. In earlier stages of Customer Success Maturity , people tend to wear many hats, and operations can get wrapped up in other functions.

2022 52
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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!

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Do you have Customer Success focused on the right things?

Waypoint Group

The current mantra: “Customers churn when they don’t see the value. CS is all about ensuring the customer sees value.” it’s ADOPTION — CHANGE — that customers must go through to acquire the value.

2023 52
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5 Customer Success New Year’s Resolutions for 2023

Education Services Group

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. Customer Success leaders are pulled in so many directions that prioritizing our aspirations can feel impossible.

2023 52
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Bumps and Breakthroughs: 5 Customer Success Predictions for 2023

Education Services Group

Last year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. According to the 2022 Customer Success Leadership Study , 78.5% On the bright side, Customer Success Operations is expanding, with 59.5%

2023 52
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How customer success teams drive value through collaboration

Totango

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Customer Success

2022 93
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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.

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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
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Why Customer Success is not Customer Experience

CloudCherry

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.

2018 215
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What Is Customer Success?

Totango

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?

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Enterprise CS 101: Establishing Customer Success Quickly

Gainsight

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
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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.

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Customer Success in SaaS: A Complete Guide & Best Practices

Totango

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 87
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How to Structure Your Customer Success Team

Totango

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?

Sports 104
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Mythbuster monthly: Customer Success Manager coverage ratio

ChurnZero

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 73
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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.

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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!

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Top 5 Customer Success resources

ChurnZero

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 64
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13 Customer Success Manager Skills to Look for When Hiring

Totango

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team.

2022 79
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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
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Customer Success Team Structure: Four Best Practices

Totango

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. What Is Customer Success?

2022 82
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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!

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9 Best Customer Success Communities in 2022

Totango

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 96
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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
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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
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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
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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.