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.

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Customer Success Download Customer Retention 2021 98

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. Creating Better Customers, by Definition.

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Customer Success Definition Customer Journey Customers 78

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same?

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Customer Success Customer Experience Net Promoter Score Return on Investment 98

ChurnZero

OCTOBER 25, 2024

There are so many questions to answer when considering how to scale a customer success team. Whatever the decade it originated, if you fast forward to today, this concept certainly crosses many customer success leaders’ minds as they’re considering growing their teams. So, why does any of this matter in customer success?

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Customer Success Article Management Communication 52

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

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Customer Success Document Sales Customers 98

Totango

JUNE 17, 2021

Segmenting your customers based on health enables you to take appropriate action to promote satisfaction. For example, customer success managers may reach out to customers with high health scores to cultivate sales opportunities. Customer Success Email Campaigns. The post What Is Customer Segmentation?

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Definition B2B Customer Journey Mapping Customer Journey 71

Amity

JANUARY 16, 2017

As we observe momentum building up in Europe around the emerging role of customer success, I’d like to share a few thoughts around this business metamorphosis we are witnessing. This inspired me to create a series of some reflections around recurring themes and which I have called “Customer Success of Things” (CSoT).

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Definition Customer Success Customer Journey Sales 52

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

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Innovation Customer Success NPS Reference 116

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen.

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Customer Success 2026 Definition 2022 94

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

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B2B Customer Success Customer Service B2C 95

Education Services Group

JUNE 3, 2022

And yes, I promise there’s a Customer Success lesson in here, if you’ll just stick with me.). Much like everything else we do in CS Operations, your customer health score is a process, not a destination. It doesn’t mean your metrics are all calculating accurately and completely in your Customer Success tool.

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Customer Success Metrics Customers Definition 98

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Amy definitely does.)

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Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Here are some tips on how to put these steps into practice and become a success partner for your customers.

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Customer Success Document Measurement Customers 127

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox. 16 Ventures.

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2022 Blog Customer Success Definition 52

CustomerSuccessBox

AUGUST 25, 2022

Attending Customer Success events in 2022 ensures your SaaS business is at par with the current industry trends. There are some esteemed CS events lined up in the next few months that you should definitely attend. Customer Success Festival. Customer Contact West. Customer Engagement Summit.

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2022 Events Customer Success 2023 52

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Customer Success Vice President/Director . Customer Success Manager.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Speaker: Jennifer Chiang , Head of Customer Success, Seso.

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Customer Success Leadership Webinar Metrics 97

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

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Blog Customer Success Customer Centricity Consulting 64

CustomerSuccessBox

MARCH 23, 2022

As a Customer Success Manager , your main goal is to ensure that your customers have a great experience. And to make sure that your customers get the maximum value out of your product. While a day in the life of a Customer Success Manager (CSM) is imaginably packed with a lot of meetings with customers.

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Customer Success Customers Document Demo 52

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Metrics 52

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.)

Customer Success 52

Customer Success Download Customer Retention 2021 52

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

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Customer Success 2023 Customers Consulting 52

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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Customer Success Net Promoter Score Customers Customer Journey 52

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

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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Customer Success Culture 2020 Customers 98

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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Metrics Customer Success Measurement Net Promoter Score 61

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. The CS tech has evolved exponentially.

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2022 Customer Success Management Metrics 52

Education Services Group

NOVEMBER 7, 2022

It’s a commonly held concept that Customer Success Operations is Customer Success for the Customer Success team. I actually don’t personally love this analogy, but, like so many other aspects of CS, the definition of CS Ops is ever-evolving. The Customer Success Operations Maturity Model.

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Customer Success 2022 Customers 2019 52

CustomerSuccessBox

JUNE 27, 2022

Customer Success Enablement may be a term you’ve never heard of, but you’ve probably heard of sales enablement. Although it’s a crucial idea and job in the Customer Success industry, it still hasn’t fully earned the recognition it deserves. Customer Success Enablement – Definition.

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Customer Success Customer Experience White Paper Net Promoter Score 52

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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2020 Customer Success Connections Customer Journey 83

CSM Practice

MAY 13, 2020

As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. Sales and Customer Success.

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Customer Success 2020 Travel Customer Retention 83

ChurnZero

SEPTEMBER 2, 2022

Does your company understand the potential of Customer Success? Unfortunately, a few CEOs still think it’s just a trendy name for customer support, or believe that CS is there to schedule meetings and keep customers happy. Your CS team’s success depends on how your organization sees your role.

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Customer Success Customers Communication Customer Journey 98

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. Check out Gainsight Customer Education. Can’t we just go digital and have AI do the training for me?”

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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. Check out Gainsight Customer Education. Can’t we just go digital and have AI do the training for me?”

Customer Success 52

Customer Success Net Promoter Score 2015 Workshop 52

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

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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Customer Success Definition Customer Journey Customers 61