CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Overwhelmed CSMs managing renewals, health, and expansion. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

ChurnZero

FEBRUARY 4, 2022

Because how you share information with investors matters. This is a skill that every influential, self-aware leader knows how to do. This is a skill that every influential, self-aware leader knows how to do. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics 2014 Customer Success Financial 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. Customer Financial Metrics.

Metrics 52

Metrics 2014 Measurement Blog 52

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. A SAM is crucial for nurturing key relationships, ensuring customer satisfaction, and driving growth. Who are the major players, and how does your client differentiate from them?

Feedback 10

Feedback Presentation Insights Communication 10

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

Net Promoter Score 84

Net Promoter Score Metrics Customer Success NPS 84

SmartKarrot

APRIL 21, 2023

This is where revenue intelligence comes into play, helping companies to gain valuable insights into their revenue performance, identify growth opportunities, and drive profitability. In this blog, we will explore two key areas of revenue intelligence: deferred revenue and expansion revenue.

Metrics 10

Metrics Customer Relationship Management Sales Insights 10

SmartKarrot

NOVEMBER 16, 2022

An account executive would have been in charge of this in the past. . No transaction is enormously successful until the customer has fulfilled their end of the bargain (perhaps with an upsell or two along the way). . Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering.

Books 10

Books Customer Success Chief Customer Officer B2B 10

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Knowing how to capitalize on these opportunities can give you an advantage over competitors. How Is Customer Success for SaaS Different from Other Businesses.

Customer Success 103

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 103

SmartKarrot

SEPTEMBER 17, 2020

When we talk about what part of the company is technically the inner voice of the customers, the answer usually turns out to be customer success management. In fact, the best companies recognize the use of good communication and how that can add value to the sales process. Why aligning sales and customer success is important?

Sales 10

Sales Customer Success Reference Workshop 10

SmartKarrot

JULY 16, 2020

In this blog, we are going to delve into the reasons why retention is a critical step, some of the best metrics to use to calculate the retention. In this blog, we are going to delve into the reasons why retention is a critical step, some of the best metrics to use to calculate the retention. Key Retention Metrics.

Metrics 10

Metrics Customer Retention Webinar Touchpoint 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. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. It’s designed to be read and reviewed by executives. .

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Amity

APRIL 7, 2017

You might need additional funds approved to hire additional Customer Success managers. Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. To scale, one needs a bigger budget.

Customer Success 67

Customer Success Chief Customer Officer Metrics Webinar 67

ChurnZero

AUGUST 27, 2021

This is a guest blog post by Shoshana Luria from PandaDoc. 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.

Touchpoint 98

Touchpoint Metrics Customer Success Document 98

CSM Practice

APRIL 17, 2017

You might need additional funds approved to hire additional Customer Success managers. Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. To scale, one needs a bigger budget.

Customer Success 40

Customer Success Chief Customer Officer Metrics Reference 40

ChurnZero

JANUARY 17, 2020

Blog Author: Alex Weihmann. With so many tools at your disposal, it can be challenging to determine how to best leverage a Customer Success platform and hit the ground running. The approach that may have worked for managing a small number of customer accounts can prove an obstacle as your company scales. Jump to: .

Metrics 72

Metrics Customer Success Insights Webinar 72

ChurnZero

AUGUST 27, 2021

This is a guest blog post by Tamiracle Williams from PandaDoc. 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.

Touchpoint 52

Touchpoint Metrics Customer Success Document 52

ClientSuccess

JUNE 12, 2017

After the positive response to our “Customer Success Dictionary of Reference: Part I” post , we wanted to provide further opportunities for education and growth. Customer success teams should track subscription revenue over time to keep tabs on big-picture customer accounts and relationships. Cross-Sell. – Part II.

Reference 46

Reference Customer Success Webinar Metrics 46

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. A few common themes emerged. First, digital CS will become a way of life due to flat or reduced headcount. AI is real and it works.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? But how do you do it well? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101