ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)

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Gainsight

MARCH 2, 2022

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends.

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Totango

FEBRUARY 21, 2020

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

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Education Services Group

JANUARY 25, 2022

For some, monetizing Customer Success may feel like a long way off. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. A tiered pay structure that encompasses the entire customer lifecycle.

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Education Services Group

APRIL 25, 2021

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention. The ESG Customer Success Maturity Model is not linear.

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Customer Success Roadmap White Paper Customer Journey Mapping 91

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

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CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle.

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ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

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Education Services Group

JULY 1, 2022

The role of Customer Success Analysts and the impact we can have, not only on the Customer Success organization, but the entire company, in bringing cross-functional collaboration and alignment. Some of the unattainable attributes and measures we waste time chasing in Customer Success. Customers want value.

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Customer Success Metrics Document NPS 52

Gainsight

JULY 29, 2024

I’ve had many conversations with Customer Education and Customer Success leaders that have all gone something like this: “I want to educate users on my software…but we’re busy, and hiring people is expensive. Can’t we just go digital and have AI do the training for me?” What does this story tell us?

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Customer Success Net Promoter Score 2015 Workshop 52

Gainsight

JULY 29, 2024

I’ve had many conversations with Customer Education and Customer Success leaders that have all gone something like this: “I want to educate users on my software…but we’re busy, and hiring people is expensive. Can’t we just go digital and have AI do the training for me?” What does this story tell us?

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LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team.

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Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

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SurveySparrow

JANUARY 22, 2020

You can completely erase such a possibility by resorting to a good customer success platform. What is a Customer Success Software? What are the benefits of a good customer success software? What are the benefits of a good customer success software? Hyper-target customers.

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CustomerSuccessBox

AUGUST 25, 2021

With a greater understanding of post-sales functions, many of the SaaS Businesses have already started implementing Customer Success as a dedicated functionality to run their Business. Customer health is not monitored. The actual test of an interested customer is his or her ability to ask questions.

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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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Customer Success Books Definition Customers 72

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

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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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Education Services Group

APRIL 13, 2021

Whether we’re talking about attracting new customers or strengthening the bonds with your current customers, this (surprisingly common) misconception has got to go – especially when it comes to Customer Success. That’s our definition of scale.” And over time, you see your cost to serve decline.

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SurveySensum

AUGUST 21, 2019

Classification of customers based on NPS survey response: The data pulled from this response is an indicator of their brand loyalty and satisfaction. Let’s say you have a customer success team for Europe, one for North America and one for South America. Answer option scale from 0-10]. Contact the experts now!

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Net Promoter Score NPS Definition Social Media 68

Gainsight

JULY 12, 2022

Customer success is the solution for those seeking to break through the constraints caused by the downward pressure of the economy. The discussion with Angie DeLaRosa was full of great ideas and insights that worked for NAVEX and can easily be put into practice in your customer success program and tech stack.

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Totango

FEBRUARY 22, 2021

By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!). Changing the Customer Success Game.

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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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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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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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Customer Success Customer Journey Mapping NPS Presentation 45

CustomerSuccessBox

JANUARY 18, 2022

They do not want to be happy or feel fulfilled by being customers, they want to achieve the objectives they have when purchasing your product or service. This is where the Customer Success team comes in. But one of the major things companies fail to achieve is Customer Success at scale. Segmenting Your Customers.

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CustomerSuccessBox

MARCH 9, 2022

One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. According to a research study, 20% of the SaaS companies, especially small to midsize companies, often depend on their CRM to administer all customer life cycle tasks which do not suffice their Customer Success function.

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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. Customer Success Builds Relationships.

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CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics.

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ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

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ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . Now, more than ever, is the time to double-down on your *existing* customers and customer success within your company. I’m writing this letter as one of you, and one of them. .

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Amity

MAY 24, 2018

Your “obvious stuff list” will definitely depend on the results of the inventory that you conducted. Many of the individuals that attend these webinars can be resource drains on your support and success teams. When a Customer Success platform is implemented correctly, it can be the ultimate operationalization tool.

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SurveySensum

AUGUST 21, 2019

Classification of customers based on NPS survey response. Net Promoter Score (NPS) is defined as a metric for determining the state of a customer’s loyalty and satisfaction with a brand or product. Let’s say you have a customer success team for Europe, one for North America and one for South America.

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Net Promoter Score NPS Definition Social Media 45

Amity

NOVEMBER 16, 2016

In my previous article, I covered how to hire your first Customer Success Manager. Some of the questions you may ask yourself when onboarding a new hire into Customer Success are: What does success look like in this role? When should they start talking to customers? Marketing Got Happy Customers?

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Customer Success Measurement Definition Customers 81

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. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

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Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Definition of success towards retention.

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CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics.

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