Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. The results? They’re critical for execution.

Customer Success 101

Customer Success Management Customers Leadership 101

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Register today.

Customer Success 97

Customer Success Touchpoint Financial Customer Journey 97

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

ChurnZero

JANUARY 31, 2025

In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. Its time to think about a customer platform to centralize AI. This article is excerpted from ChurnZero’s new guide, The AI Roadmap for Customer Teams. Download a copy here.

Roadmap 97

Roadmap Download Customers Leadership 97

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

ChurnZero

JULY 30, 2021

It’s no secret that Customer Success teams can occasionally get overlooked, or that organizations struggle with consistent cross-team collaboration. I know this firsthand, because as a Customer Success Manager at ChurnZero, I see it happen all the time with customers.

Customer Success 98

Customer Success Roadmap Leadership Customer Satisfaction 98

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.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 66

Customer Success Metrics E-support Leadership 66

Totango

FEBRUARY 12, 2025

We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players. For the larger customer success community, the rebrand reinforces Totangos leadership in the enterprise CS space.

Brands 62

Brands 2024 Customer Success 2025 62

Experience Investigators by 360Connext

JANUARY 10, 2023

You also included less structured measurements, like what customers were telling you in user reviews. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. Article] Improving your Voice of the Customer listening posts?

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Alida

NOVEMBER 8, 2017

But putting customers at the forefront of strategic decision-making isn’t always easy. Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. We are truly nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. WHY adopt a Customer Success model?

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Do you have a roadmap for CX? Make participation in the customer work a privilege.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

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.

2020 61

2020 Customer Success Chief Customer Officer ROI 61

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success. How do we know?

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

Education Services Group

AUGUST 17, 2021

While the term “Customer Success” is all about the customer, you can’t have Customer Success without CSM success. Take care of them, and they’ll take the same world class care of your customers. We’ve talked about the role of human capital management in Customer Success before.

Customer Success 98

Customer Success Roadmap Engagement Management 98

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Education Services Group

MARCH 18, 2020

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. Non-SaaS businesses are hopping on board the Customer Success train to meet market demand and consumer expectations. This is 100% true.

Customer Success 52

Customer Success Metrics Roadmap Measurement 52

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Do you have a roadmap for CX? Make participation in the customer work a privilege.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Register today.

Customer Success 59

Customer Success Touchpoint Financial Customer Journey 59

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

You’ve probably read your fair share of information online about Customer Success. Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. WHAT is SaaS Customer Success?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Gainsight

MAY 10, 2022

In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Think of your Customer Success organization as an orchestra.

Customer Success 52

Customer Success Customer Service Magazine Roadmap 52

TechSee

AUGUST 31, 2022

After speaking with hundreds of customers, enterprise buyers and our global team of customer success leaders, below are the five key questions to ask when evaluating a provider for your business. Another positive indicator of long-term viability is investment from, or leadership alumni from other leading platform providers.

Engagement 109

Engagement Culture Technology Omnichannel 109

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

2022 52

2022 Customer Success Management 2021 52

Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Control over the customer experience.

2023 52

2023 Customer Success Culture Roadmap 52

Gainsight

OCTOBER 22, 2020

With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . Mornings are dedicated to team and customer collaboration. At Gainsight, we believe customer success is a company-wide priority. How do you drive customer success in your role? .

Management 98

Management Roadmap Document Customer Centricity 98

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time. Then, think about leadership in general.

Sales 52

Sales Customer Success Webinar Tourism 52

ChurnZero

SEPTEMBER 27, 2024

Outcomes based customer success, a strategy that focuses on ensuring customers achieve their desired outcomes, sounds intuitive. But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done.

Customer Success 52

Customer Success Roadmap Sales Customers 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Sales 95

Sales NPS Customer Success Customer Journey 95

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. Family-friendly schedules!

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

One Millimeter Mindset

OCTOBER 15, 2018

Then, we imagine how the initial and subsequent experiences with these customers eventually contribute to customer success. However, our next steps regarding customers with potentially overstated stories become critical to the outcomes we produce. Before moving another step forward with these customers, take a step back.

Workshop 142

Workshop Roadmap Customer Success Leadership 142