ChurnZero

OCTOBER 5, 2021

This year we joined 5,000 Cloud and SaaS Founders, VC and Execs in the SF Bay Area for three action-packed days of high-quality networking, learning from those who’ve done it, and of course happy hours and plenty of fun. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

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Customer Success Conference B2B Sales 95

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? If so, why? Involve Product.

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Customer Success Strategy Chief Customer Officer NPS 123

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

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Customer Success Case Study Self Service Customer Centricity 78

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers.

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Customer Success B2B Metrics Strategy 98

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset.

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Customer Success Marketing Net Promoter Score Case Study 52

Gainsight

OCTOBER 12, 2022

The practice of customer success (CS) has evolved rapidly over the past decade. It’s no longer about just playing defense to keep your existing customers satisfied. This is a huge change from when pipeline was purely the marketing or sales team’s domain. This story originally appeared in DestinationCRM.

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Customer Success Sales Course Customers 52

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. Customer Success Metrics: Customer Health Score.

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Metrics Net Promoter Score Customer Success NPS 132

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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Customer Success How To Customer Journeys Brands 112

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. It’s not just a team.

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Customer Success Strategy Chief Customer Officer Conference 59

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

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Metrics Customer Success Net Promoter Score Company 94

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

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Customer Success Net Promoter Score Customer Centricity ROI 52

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. Build Phase.

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Customer Success Customer Journeys Resources Touchpoint 90

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

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Customer Success Net Promoter Score How To Metrics 52

ChurnZero

FEBRUARY 5, 2021

Here’s the short and the long of it: if you’re a Customer Success leader who is looking for consolidated business, product, and customer data, then you can probably piggyback on the Business Intelligence (BI) tool your SaaS company already uses – and this will likely be heavily suggested (or even mandated) by your CEO or other C-suite leaders.

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Tools Customer Success Effort Score Customer Journeys 96

CustomerSuccessBox

MARCH 28, 2022

In this blog, we talk about how the 80/20 Pareto rule is applicable to customer success. This theory now holds good for every arena and why not apply it for customer success? Let’s call this an “80 20 rule customer success”. How does the 80/20 rule for customer success work? Sales promises.

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CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

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Software Customer Success Effort Score Net Promoter Score 52

Education Services Group

SEPTEMBER 12, 2022

As far as I know, there is no superpower that can provide us with this kind of insight, but what we can do is invest time in creating a plan of action in case something unexpected does knock us off course. At ESG, we utilize a six-step approach that you can easily apply in your Customer Success organization and initiatives: .

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Customer Success Strategy Analysis Resources 52

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. By now, all companies are using customer success in some way.

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Customer Success ROI Effort Score Metrics 59

Education Services Group

JUNE 14, 2022

Don’t misunderstand me, I have read a good number of the books on my bookshelves, and of course I have favorites that I’ll read once or twice a year. Of course, I would. The CRM is designed to track and monitor opportunities through the sales cycle. (Of Now think about the use case for Customer Success tools.

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Data Customer Success Net Promoter Score Report 52

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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Customer Success Chief Customer Officer Trends Sales 84

Gainsight

JULY 7, 2020

Churn (the amount of revenue lost from a company’s existing customer base each year) is a metric that rises to the top of most SaaS leaders’ minds; it is one of the most commonly tracked metrics in SaaS businesses. Specifically, we focused on decisions concerning the ‘Customer Success’ function. Of course not.

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Customer Success Management Metrics Software 97

ChurnZero

JANUARY 26, 2021

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 continues to evolve as a practice within companies that enjoy recurring revenue models.

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Customer Success Tools Management Chief Customer Officer 98

Amity

MARCH 26, 2018

The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. In 2004, Salesforce came up with the Customer for Life program, and set the foundation for all of the reasons we are so focused on Customer Success today.

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Customer Success Effort Score Customers Course 83

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

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Customer Success Case Study Customers Metrics 52

Amity

AUGUST 27, 2018

You’ve probably heard of personas helping teams segment prospects and customers in a Sales and Marketing context. Having persona profiles for existing customers will help your Customer Success team work more efficiently and better predict the needs of different customers. Research your customers.

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Customer Success How To Sales Survey 88

Gainsight

OCTOBER 19, 2021

The value of customer success cannot be overstated. A highly focused, strategic, and well-supported Customer Success team can affect everything from your product to Net Revenue Retention (NRR). Today, it’s imperative to prioritize the proper budget for Customer Success. Identify the Impact of Your Team.

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Resources Customer Success ROI Metrics 52

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

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Customer Success Customer Journeys Roadmap Strategy 52

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . If you weren’t able to attend the two full days, no worries, we have compiled our top ten favorite Customer Success takeaways for you here. . . Every employee is on the Customer Success team.

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Customer Success Conference Tips Metrics 59

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. But it also helps your business by giving you a constant, predictable revenue stream, making your business more predictable and getting rid of that quarterly boom-and-bust sales cycle that I’m sure we’ve all experienced.

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Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more.

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Customer Success B2B Metrics Sales 52

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

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

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Metrics Customer Success Effort Score Net Promoter Score 76

Gainsight

JUNE 18, 2021

Our new Customer Visibility Playbook and Webinar Series explain that it is not only a very solvable pain point but one that should be a priority for every company as it provides the foundation for a solid and impactful Customer Success strategy. Customers are people.

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Customer Success Customer Centricity Customers Loyalty 40

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.

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Tips Customer Success Social Media Roadmap 69

ChurnZero

JULY 8, 2022

It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. It was clear that, barring any wildly outlandish figures, customer retention wasn’t a dealbreaker in their decision to invest.

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Metrics Customer Retention Course Customer Success 98

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

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Customer Success Company Management Roadmap 59

Education Services Group

JULY 15, 2020

, I wanted to take some time to look ahead at what the future of Customer Success could have in store. That’s why I sat down with our own CEO, Michael Harnum, to discuss how he sees Customer Success evolving in the years to come and the lessons he thinks businesses should carry forward into the roaring ’20s.

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Customer Success Sales Automotive Return on Investment 52