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.

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Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Amy definitely does.)

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CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

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CustomerSuccessBox

AUGUST 25, 2022

Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. There are some esteemed CS events lined up in the next few months that you should definitely attend. Customer Success Festival. Location: Bespoke 845, Market Street, San Francisco. There we go!

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CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox. 16 Ventures.

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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. . Customer Success Vice President/Director . Customer Success Manager.

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CustomerSuccessBox

SEPTEMBER 29, 2022

This article will define time to value (TTV) and explain why it’s important to monitor it to maximize your marketing & customer success efforts. Time to value is one of the most important metrics in SaaS businesses to gauge how long it takes for customers to start benefiting from a product after they make a purchase.

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ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. TSIA Resource: The State of Customer Success: 2021.

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Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

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ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

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Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

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Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

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SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

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ChurnZero

DECEMBER 19, 2023

Metrics are the language of business. Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Customer lifetime value (CLV). Net revenue retention (NRR).

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2024 Metrics Net Promoter Score Customer Success 52

Education Services Group

OCTOBER 21, 2021

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). A Customer Success CoE centralizes the knowledge and expertise of CS and distributes it across the enterprise. Data and analytics.

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Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. . Customer Success Helps Businesses Rebound – Through Their Clients. Net Dollar Retention Becomes THE Metric. Customer Success Is a Unicorn.

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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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ChurnZero

DECEMBER 9, 2022

Today, division leaders who run market-facing GTM functions account for 36% of CEO appointments. However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG.

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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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Gainsight

OCTOBER 26, 2022

In theory, customer success (CS) and product teams should be the best of friends, even BFFs. Motivated sales organizations, supported by sturdy CSMs who were seen as “gap fillers” for the product, were usually enough to deliver the customer experiences that drive growth. Rise of the Customer-Centric Mindset.

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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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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. Are their objectives and processes the same?

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ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

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ChurnZero

JULY 1, 2022

Just ask your friends in marketing or sales. Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades.

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CustomerSuccessBox

MARCH 9, 2022

In the glorious business of the SaaS space, one underlying truth that determines the growth and scaling of the business is that it takes several months to recover the Customer Acquisition Cost (CAC) and get to the profitable zone at a unit economics level. This blog helps to clarify the purpose of CRMs versus Customer Success tools.

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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.

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ChurnZero

JULY 1, 2022

Just ask your friends in marketing or sales, which defined their spaces for ops long ago. That’s always been a big goal for us at ChurnZero, with ops or even enablement, figuring out a way to make sure that every customer gets that top-notch experience through the processes and playbooks we set.”. Are they a numbers person?

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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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Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

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Help Scout

JULY 24, 2018

The difference between customer support and customer success has sparked a number of lively discussions. Customer Support teams resolve product-related issues and educate the customer about how the product works. Both teams have the same goal in mind: to help customers and deliver amazing experiences.

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ChurnZero

APRIL 27, 2022

Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. . The stages of value realization are definition, delivery, realization, validation, and optimization. Definition.

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Measurement Chief Customer Officer Definition Metrics 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

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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. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. The year was 1909.

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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.

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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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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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Team Support

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 1 So, for to continue to flow, customers must continue to use your products. What did they mean ?

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