ChurnZero

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results? This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. .

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Webinar Return on Investment Customer Success Customers 60

CSM Practice

MAY 22, 2022

This tool or software helps you in carrying out the major processes smoothly and efficiently. . High-touch customers – The customer segment that requires a dedicated Customer Success Manager (CSM), Business Review (QBR) meetings required, etc. . Metrics can help you improve your software and provide insights into data.

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Customer Success Customer Retention B2B Customers 59

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Kris Morrison, VP of Customer Success at Interact Software. Monitoring key customer events—like login activity which signified a company may still be open for business—and geolocation trends in ChurnZero.

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Webinar Customer Relationships Leadership Customer Success 72

CustomerSuccessBox

OCTOBER 26, 2021

The following points will make you understand the criticality, of the operations team for CS, better: Provides foundational execution and strategic insights to CSMs (Customer Success Managers). Manages data analytics, tech-stack for CS team, key process development, strategic planning. Helps in CS Enablement.

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Customer Success Customers Metrics Technology 52

ChurnZero

OCTOBER 11, 2019

Here’s six things Customer Success Managers should start doing today to make Q4 their strongest quarter yet and close out the year strong. . Know Your Accounts’ Budgeting Timeline. For accounts that are up for renewal in Q4, you should have a good understanding of their budgeting process and timeline. Timing is everything.

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Webinar Customer Journey Mapping Touchpoint Customer Success 66

ChurnZero

SEPTEMBER 20, 2019

The original C-level or VP level decision makers nearly always ignore or refuse to meet with CSMs during QBR or Customer Success Plan meetings. And then you can use your team to say, where are these relationships, and use those executives to get the meeting and they request that they come to a QBR. You can keep it private.

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Customer Success Roadmap Webinar Customers 66

ChurnZero

FEBRUARY 28, 2020

Even before pre-sales where possible, but I would definitely have your Customer Success team or manager introduced at the very beginning to be a customer advocate and track the customer experience along the way, even if they’re not directly owning the onboarding or implementation. Are these at-risk accounts?

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Customer Success Webinar Customer Journey Customer Journey Mapping 64

ChurnZero

FEBRUARY 21, 2020

Like a good dentist, Customer Success Managers are in the business of building rapport. . For example, to celebrate closing a long and challenging sales cycle, our Account Executive and his prospect-turned-customer wanted to share a beer together. Therein lies the key to fueling strong customer rapport and loyalty.

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Webinar Return on Investment Customer Retention Customer Success 52

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Traditional product management and marketing teams tend to focus on win/loss analysis in the sales process. Some of these questions could be awkward to ask for an account or customer success manager who’s been involved in the relationship.

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ROI Customer Journey Mapping Webinar Return on Investment 52

Amity

FEBRUARY 15, 2017

” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? The fundamental flaw is the assumption the Customer Success Management team can determine its own proactive destiny. “You want us to do what?”

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Customer Success Net Promoter Score Books Customers 65

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Enter the Executive Business Review (aka Quarterly Business Review or QBR). t wears that never gave them the con?dence

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2020 Customer Success Events Workshop 72

ChurnZero

MARCH 6, 2020

HR Technologist expands on this redefinition: “Moving shareholders down the list of priorities and putting employees higher on that list suggests a key development in corporate America: CEOs are beginning to realize the value of happier, more satisfied employees and their expectations from their companies.”. Feeling old yet?).

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Customer Success Culture 2025 Webinar 69

CSM Practice

OCTOBER 7, 2019

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). We established that productivity is the key to being proactive since it allows the CSM to dedicate more time for tasks, proactively. QBR Slides. Internal System and Software Manual. Email Templates.

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Customer Success Document Blog Books 40

ChurnZero

MARCH 20, 2020

The recent evolution of Customer Success, compounded by its intersection (and overlap) with more established functions, such as Account Management and Customer Support, creates an ambiguous amalgam of desired skills and competencies—turning idealized moderation into a murky mix. . Are Customer Success Managers no different?

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Customer Success Customer Centricity Webinar Return on Investment 52

ClientSuccess

APRIL 18, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Identify Key Individuals, Influencers, and Contacts. ——————————————————————————————————–———. For those just joining our blog series CSM from the Trenches , welcome.

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Document Blog Customer Success Presentation 48

ChurnZero

FEBRUARY 26, 2021

Amanda cautions that when Customer Success owns the renewal some of the time, but not all of the time – like if an account has expansion, then an Account Executive owns it; but if it doesn’t, then a CSM owns it – the system breaks down and that’s when friction begins to materialize. Give Product thematic feedback, not anecdotes.

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Customer Success Management Roadmap Feedback 59

ChurnZero

APRIL 3, 2020

Enter the Executive Business Review (EBR)—aka the Quarterly Business Review (QBR). With the changing landscape, now more than ever, having meaningful and relevant conversations about your customer’s challenges and goals will be key to your company’s success. New ChurnZero Resource: How to Sell Customer Success Software to the C-Suite.

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Customer Journey Mapping Webinar Customer Success Customer Journey 52

ChurnZero

AUGUST 27, 2021

Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. Some of the key touchpoints include onboarding and renewal. QBRs are a well-established practice across Customer Success teams. PandaDoc CSMs ??cut

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Touchpoint Metrics Customer Success Document 98

Gainsight

JULY 16, 2020

Not only do they recognize that technology is the key to the customer success domain, they continue to lead with a scientific mindset. . The genesis of Valuize lies in Ross’ nearly 20 years of seasoned experience in launching new business models in enterprise B2B software vendors and services providers. The Vision of Valuize.

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B2B Customer Success Technology Sales 52

ChurnZero

DECEMBER 16, 2022

Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T. I worked with one organization where the CEO and the others recognized that the importance of the impact of the software as well as the price tag they were paying made this a huge priority.

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Customer Success Customers Metrics Financial 98

ChurnZero

AUGUST 27, 2021

Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. Some of the key touchpoints include onboarding and renewal. QBRs are a well-established practice across Customer Success teams.

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Touchpoint Metrics Customer Success Document 52

Amity

APRIL 9, 2018

For Customer Success Managers, it’s tricky to map out a timeline as to when to start approaching customers to prepare for their upcoming renewal. Engage Renewals During a QBR. After the QBR, enter the renewal notice process. Remember, you don’t want your customer to have to go through that either.

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Document Presentation Management Measurement 95

SmartKarrot

JULY 14, 2022

Oversee team culture building and performance management (e.g. Work closely with the VP, Customer Experience to manage the day-to-day and longer-term strategic needs of the CX team. Manage, support, and grow a team of talented Customer Success Managers. Own on-boarding, account management, renewals and health KPIs.

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Customer Success Culture Presentation Document 3

ClientSuccess

APRIL 7, 2017

Hold a QBR to Align the Team on Critical Objectives. Before we go any further, let’s clear the air: Quarterly Business Reviews (QBRs) aren’t just for sales teams. QBRs are a great way to uncover internal questions or issues and then get input from the entire department on resolutions.

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Customer Success Sales Customer Satisfaction Demo 41

ChurnZero

MARCH 13, 2020

Rethinking the Quarterly Business Review (QBR). Convening in a meeting room chock-full of Customer Success Managers, we pondered the purpose of the arguably antiquated QBR. The industry feels like they have to conduct QBRs.”. Once QBRs become a metric, they become less meaningful.”.

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Events Webinar Metrics Customer Success 59

Gainsight

FEBRUARY 9, 2021

I first became a CS Ops leader in 2014, and I’ve seen time after time the value of the software, enablement, templates, data, and more that I’ve helped provide. As part of the IT team, Scott brings expertise and best practices to managing the team’s workflows. What’s the first question I ask any CS Ops leader, though?

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Government Roadmap Leadership Customer Success 52

Totango

SEPTEMBER 9, 2022

How to Make Your QBR Meeting Agenda Count. A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to assess the health of their business and your relationship, discuss their future goals and plans, and strategize how you can deliver more value to them. What Is a QBR Meeting?

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Presentation Metrics Customer Success B2B 18

Amity

MARCH 13, 2017

Whenever a new product or feature is launched, most customer success managers will attempt to either send out a personal email or schedule a training session with their customers to educate them about how to use the new module. Key takeaways. Be proactive around product updates. Expand your definition of customer success.

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Workshop Document Webinar Consulting 57

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? This approach is called strategic account management for enterprises (also known as key account management). The Responsibility of Strategic Account Manager. Imagine that you run a thriving software business with hundreds of customers.

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Management B2B ROI Customer Success 10

CSM Practice

MARCH 13, 2017

Whenever a new product or feature is launched, most customer success managers will attempt to either send out a personal email or schedule a training session with their customers to educate them about how to use the new module. Key takeaways. Changes: Be proactive around product updates. Getting Started: Onboarding.

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Workshop Document Webinar Customer Success 49

Retently

AUGUST 26, 2019

In short, it’s a customer relationship management strategy that involves the collection and implementation of customer feedback. Besides that, customer panels are also a great source of feedback, but only as long as it includes key decision-makers from companies that are current clients. Quarterly Business Reviews (QBR).

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Feedback Social Media Net Promoter Score NPS 87

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. ” As New York Magazine shares , during a postmortem, a Microsoft employee attributed Clippy’s fatal flaw to being “optimized for first use”—only taking into account novice Microsoft users. Enter the Executive Business Review (aka Quarterly Business Review or QBR).

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2007 Customer Success Webinar Return on Investment 52