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. .

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Customer Success Customer Retention B2B Customers 59

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!

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Customer Success Customer Journey Mapping NPS 2020 94

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

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Customer Success Touchpoint Chief Customer Officer Customers 90

Quadient

MAY 12, 2022

Cheers to customer success! Customer reviews are among Quadient’s favorite sources of feedback because they bring our products and services to life. Public customer reviews on third-party sites often provide contextual detail about how our products and services are being leveraged to drive better customer experiences.

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Customer Success Customer Journey Mapping 2007 Document 52

ChurnZero

MARCH 4, 2022

This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Manage customer feedback. Assist your sales organization in closing deals faster. Score all the forces.

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Customer Success Presentation Article Customers 95

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole.

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Feedback Roadmap Demo ROI 117

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.

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Customer Journey Mapping 2023 Metrics Customer Success 81

Totango

SEPTEMBER 20, 2022

Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. What Is Sales Enablement?

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B2B Net Promoter Score Social Media Customer Success 83

Education Services Group

SEPTEMBER 12, 2022

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. At ESG, we utilize a six-step approach that you can easily apply in your Customer Success organization and initiatives: .

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Customer Success Events Document Customers 52

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.

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Customer Success Customer Journey Mapping Loyalty Programs Reference 61

CustomerSuccessBox

JULY 26, 2022

The position of Customer Success leader imposes specific responsibilities on the holder. Most of us face competition from both direct and new competitors, as well as other ways customers can spend their limited time and money. What objectives do customers desire that we do not provide? These are some of them.

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Customer Success Metrics Feedback Measurement 52

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Personas are often used in marketing and sales efforts, and those names apply to those types of personas. We develop personas for specific activities around customer experience management. They are extremely useful when it comes to: Customer Journey Mapping. Customer Service Blueprinting.

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Customer Journey Mapping Culture Customer Journey B2B 375

Amity

SEPTEMBER 23, 2016

Your sales team is closing deals left and right. As the head of your company’s Customer Success team, you know that additional clients doesn’t always translate to additional headcount for your department and even when it does it often takes a while to get new hires up to speed. Document, document, document.

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Customer Success Document Customers Interaction 93

Education Services Group

OCTOBER 22, 2019

If you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your marketing department.

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Customer Success Marketing Customers Metrics 49

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.”

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Customer Success Sales Government Metrics 52

Gainsight

APRIL 2, 2021

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.

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Customer Success Events Sales Travel 52

SmartKarrot

DECEMBER 15, 2022

Role: Customer Success Lead Location: Sydney, New South Wales, Australia (Hybrid) Organization: Hatch As a Customer Success Lead, you will advocate for customers by providing feedback to internal teams on how to better meet customer needs. Apply here: [link]. Apply here: [link].

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Customer Success Workshop Document Customers 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.).

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Customer Success Government Document Metrics 19

SmartKarrot

APRIL 13, 2023

Role: Customer Success Manager Location: New York, NY, United States (On-site) Organization: Runwise As a Customer Success Manager, you’ll be using the Runwise platform to support property managers, supers, and owners. Creates and updates tracking-related documentation as needed.

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Customer Success Document Customers Consumers 19

SmartKarrot

APRIL 13, 2023

Role: Customer Success Manager Location: New York, NY, United States (On-site) Organization: Runwise As a Customer Success Manager, you’ll be using the Runwise platform to support property managers, supers, and owners. Creates and updates tracking-related documentation as needed.

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Customer Success Document Customers Consumers 19

SmartKarrot

JUNE 20, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Liquid Web As a Customer Success Manager, you’ll ensure that customers receive more value from your offerings by engaging in onboarding activities. Create case studies, gather client feedback, and directly influence NPS.

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Customer Success Document ROI NPS 19

CustomerSuccessBox

MARCH 17, 2022

It’s not always easy to navigate through the customer success process. Customer success, like any other tricky-to-navigate sector, requires a map. A customer journey map can help with this. Suggested Read : The Ultimate Guide on Customer Journey Mapping. Benefits of a Customer Journey Map.

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Customer Journey Mapping Customer Journey Document Touchpoint 52

ChurnZero

JULY 14, 2022

But what actually makes “good” data, and how does it contribute to Customer Success? To get a better understanding of the relationship between good data and Customer Success, I sat down with ChurnZero Implementation Team Lead Lexi Quinn. How do you help customers see the positive impacts of good data early in the process?

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Customer Success Customers Document Sales 52

Gainsight

JANUARY 31, 2022

Introducing customer success both as a methodology and working practice into a business can be difficult. People don’t like change, even if the shift promises them success. People don’t like change, even if the shift promises them success. Enter Customer Success. The Story Begins.

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Customer Success E-support Advertising Sales 95

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

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Customer Success Customer Retention Fashion Culture 19

SmartKarrot

DECEMBER 14, 2022

Role: Director of Customer Success Location: Remote, United States Organization: AffinityX As a Director of Customer Success, you will achieve channel partner support objectives by contributing information and recommendations to media plans and reviews. Defines processes for customer success set objectives (OKRs).

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Customer Success Roadmap Document Customers 19

SmartKarrot

SEPTEMBER 2, 2022

Role: VP of Customer Success Location: Remote, Menlo Park, CA, US Organization: AutoService A.I. As a VP of Customer Success, you will onboard and guide customers to enable a seamless implementation experience. Understand every aspect of the customer business and prioritize customer needs.

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Customer Success Roadmap Reference Document 19

ChurnZero

OCTOBER 26, 2021

The ChurnZero team is also thrilled to see a number of customers selected as winners of the SaaS Customer Success Award, which is a true testament to the impact our platform can bring to CS teams at SaaS organizations. Overall SaaS Award – Sales Category Winner: PandaDoc. SAAS CUSTOMER SUCCESS AWARD WINNERS.

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2021 Net Promoter Score NPS Document 98

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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Customer Success Customers Metrics NPS 52

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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Customer Success Roadmap Customers Document 19

SmartKarrot

JANUARY 6, 2023

Role: Head of Customer Success Location: San Jose, CA, United States Organization: Resolve Biosciences As a Head of Customer Success, you will recruit, manage, and develop the team of CTAs and DSAs. Act as the main global technical leader for the company accountable for customer success.

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Customer Success Webinar Document Customers 19

SmartKarrot

SEPTEMBER 26, 2022

Role: Customer Success Manager Location: Remote, London, England, United Kingdom Organization: Canonical As a Customer Success Manager, you will onboard new Canonical customers and introduce them to the products and support processes. Assist sales in identifying growth opportunities or renewal risks.

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Customer Success Metrics Customer Satisfaction Document 19

SmartKarrot

JANUARY 12, 2022

Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care. Help recruit, hire, and onboard new Customer Success Managers.

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Customer Success Leadership Roadmap Document 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.

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Customer Success Management Document Customer Journey 19

ChurnZero

JULY 1, 2022

Just ask your friends in marketing or sales, which defined their spaces for ops long ago. Our panel was joined by Nina Walker, the head of CS operations for ABBYY , a leader in intelligent document processing and Sarah Yaksic, the senior program manager of CS at Synopsys. We also always look for feedback from the CSMs.

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Customer Success Customers Metrics NPS 52

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.

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Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

OCTOBER 13, 2022

Role: Director, Customer Success Location: Atlanta, GA, US (Hybrid) Organization: Bakkt As a Director of Customer Success, you will collaborate with Product, Marketing, and Legal and Compliance to develop materials and resources to set new customers up for success and drive adoption and engagement in product.

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Customer Success Workshop Roadmap Document 19