CustomerSuccessBox

NOVEMBER 16, 2021

What is a Playbook? That is what playbooks fundamentally are. What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs).

Customer Success 52

Customer Success Metrics Customer Journey Roadmap 52

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Success = Outcomes.

Customer Success 40

Customer Success B2B Feedback Customers 40

ChurnZero

MAY 3, 2019

The following is a guest blog post by Sam Makad. . If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. But loyal customers don’t just appear out of thin air.

Customer Retention 75

Customer Retention Customers Customer Success Social Media 75

ChurnZero

JUNE 28, 2019

4 Customer Success Lessons That You Can Learn From Playing Tetris. But what could it possibly have to do with Customer Success? Continue reading to discover the four lessons that Customer Success practitioners can learn from this well-aged classic game. I’ve never considered myself a gamer.

Customer Success 49

Customer Success Webinar B2B 2020 49

Education Services Group

MAY 11, 2018

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. We see two options: Max out overhead by hiring additional full-time CS managers.

White Paper 40

White Paper Customer Success Engagement Customer Journey Mapping 40

Amity

SEPTEMBER 25, 2017

The company’s software platform — which includes eSignature, digital workflow, and electronic fax solutions — converts process to revenue for over 60,000 companies around the world with HelloSign, HelloFax and HelloWorks. Can you tell us about your responsibilities at HelloSign?

Customer Success 60

Customer Success B2C NPS E-support 60

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics 2014 Customer Success Financial 52

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics 2014 Customer Success Measurement 52

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Net Promoter Score (NPS).

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Customer Satisfaction Net Promoter Score NPS Effort Score 63

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

Customer Success 71

Customer Success Sales Connections Customer Base 71

CSM Practice

FEBRUARY 24, 2020

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. Most customer success metric fall into one of these four categories: Customer Usage Metrics.

Metrics 52

Metrics 2014 Measurement Blog 52

Gainsight

APRIL 17, 2019

It turns out that where you got your MBA isn’t a predictor of your success as a CEO. Actually, neither is your past performance! At least, that’s if you use stock prices as a yardstick for success. Companies had to rethink product development to embrace Agile and DevOps. Business has changed.

Presentation 79

Presentation B2C Roadmap Webinar 79

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

Sales 71

Sales Customer Success Connections Customer Base 71

Amity

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Customer Success 68

Customer Success Webinar E-support Customers 68

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Customer Success 45

Customer Success E-support Customers Blog 45

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Customer Success 45

Customer Success E-support Customers Blog 45

SmartKarrot

OCTOBER 31, 2022

The customer success/account management industry is constantly evolving, but one main thing that has not changed is the need for personalized recommendations for clients. Augmented Intelligence can be described as a system that allows you to create a personal-assistant-like experience for your customers.

Customer Success 10

Customer Success Management Social Media Interaction 10

ClientSuccess

NOVEMBER 7, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. From : Sam Feil , Customer Success Manager.

Management 51

Management Customer Success Blog Demo 51

Totango

JUNE 24, 2022

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. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 102

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 102

SmartKarrot

NOVEMBER 22, 2022

What is the land and expand strategy? . Then, you continue to sell to the business across different projects and expand your services and profit margins over time. Then, you continue to sell to the business across different projects and expand your services and profit margins over time. Here are the benefits of this strategy.

Sales 10

Sales Customer Success Net Promoter Score E-support 10

SmartKarrot

JUNE 30, 2021

What is product adoption and why is it important? Frequently Asked Questions: What is Product Adoption? Businesses and product creators need to know how the product works and is adopted by customers. Customer onboarding Training Engagement Product experience. Why Product Adoption is Critical for SaaS Success?

Social Media 10

Social Media Roadmap Customer Success Metrics 10

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In this mix, it is necessary to find efficient ways to sustain your business. What do Experts have to say?

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Amity

FEBRUARY 8, 2018

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future. I was at Q4 Inc. I was at Q4 Inc.

Customer Success 71

Customer Success Webinar Metrics Customers 71

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio.

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Customer Success Culture Books Metrics 93

CSM Practice

JUNE 4, 2021

How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. .

Customer Success 52

Customer Success Net Promoter Score NPS Metrics 52

Amity

MARCH 8, 2017

As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture. Making sure every single one of their 1,200+ customers achieves the best possible outcomes using Sysomos is a true mission statement for all departments in the company. Can you tell us about your responsibilities at Sysomos?

Customer Success 57

Customer Success Customers Culture Blog 57

ChurnZero

JANUARY 3, 2020

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. What does this mean for your team?

Customer Success 64

Customer Success 2020 Metrics Webinar 64

CustomerSuccessBox

JANUARY 31, 2022

S/he typically has a deep understanding of your solution and its benefits, understands the value and impact of ROI. What to do when the Executive sponsor change? Over the past few years, you’ve spent a significant amount of time and energy building a relationship with your Executive Sponsor on your account.

ROI 52

ROI Customer Success Events Document 52

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer Success 49

Customer Success Metrics Customers Marketing 49

CustomerSuccessBox

JULY 8, 2020

Customer Retention is key. These are some of the phrases that you must have heard a lot in the last few weeks as companies try to stage a comeback. What is the fundamental definition of Customer Retention? Customers who can pay for their subscription should be the gold standard in retention as cash is critical now.

Customer Retention 52

Customer Retention Consulting Competitive Advantage Customer Success 52

CustomerSuccessBox

NOVEMBER 23, 2021

Faced with the ever-growing offer of products and services, customers are increasingly volatile. Indeed, with a few clicks, a customer can decide to buy a product from another company. For this reason, the issue of customer loyalty turns out to be unavoidable. But what are the methods and the challenges of this loyalty?

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Loyalty Net Promoter Score Loyalty Programs NPS 52

CustomerSuccessBox

OCTOBER 23, 2018

Renewal rates are the lifeline of any SaaS company. The growth of any SaaS business not only depends on new customers but also the renewal rate. High renewal rates provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Understand your customer.

Customer Success 72

Customer Success Blog Customer Experience Management 72

Totango

APRIL 28, 2020

A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.

Customer Retention 111

Customer Retention Customers Connections Customer Success 111

CSM Practice

MARCH 13, 2020

An executive sponsor or champion is a critical asset for successful and organization-wide solution deployment and adoption. Executive sponsors leverage their deep understanding of the organization’s ecosystem to support your platform’s selection and implementation despite other alternative solutions. Set Clear Expectations.

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Multi-Channel 2014 Customer Success Customers 82