Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Customer Segmentation/Categorization Considerations.

Customer Success 91

Customer Success Self Service Case Study Customer Retention 91

Answer Dash

JANUARY 8, 2020

(This article is published by the written consent of Custify ) If you’ve spent any time reading about customer success (CS), you’ve probably noticed that it emphasizes crafting positive customer experiences. Read any content about the field of customer experience (CX) and you’ll see the same. So what separates the two?

Customer Success 67

Customer Success Customer Experience Customer Centricity Touchpoint 67

TeamSupport

JULY 27, 2018

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Drawing the line of what is and isn’t part of the CRM experience can be difficult.

Customer Relationship Management 45

Customer Relationship Management Customer relationships B2B Customer Success 45

ClientSuccess

AUGUST 28, 2019

Customer success is a constantly changing and growing role for most companies. While the focus of customer success was only expanded into its own role a decade or so ago, it has really begun to pick up speed and expand in the last few years. Allow CSMs to focus on customer success. .

Customer Success 58

Customer Success Metrics CRM Resources 58

Answer Dash

MAY 8, 2018

It seems like something from a different lifetime, but I still remember the old days when sales was all chalkboards, steak knives, and “gut feeling.” But gut feelings—those were definitely the name of the game back in the day! But that’s a well known and broadly accepted premise—at least in Sales. Fast forward to today.

Customer Success 89

Customer Success Self Service e-support Sports 89

TeamSupport

JULY 27, 2018

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Drawing the line of what is and isn’t part of the CRM experience can be difficult.

Customer Relationship Management 40

Customer Relationship Management Customer relationships B2B Customer Success 40

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Customer Success hasn’t been around for nearly as long as we tend to think.

Industry 82

Industry Customer Success Tips Customer Centricity 82

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 Customer Journeys Leadership Metrics 81

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market.

Software 60

Software Customer Success Tools Customer Centricity 60

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Profitability (efforts to increase revenue and profit from customers). Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

InnerTrends

APRIL 3, 2018

That would be the equivalent of having data in your CRM only from the discussions with the clients. Enriching data in CRM will bring much more intel to the table, leading to far more closed deals. Is it the type of user who took a look at the product, went to the pricing page and then immediately contacted your sales department?

CRM 46

CRM Data How To Net Promoter Score 46

Gainsight

JUNE 4, 2020

Customer Success is more important than ever during this crisis. As new sales slow down due to uncertainties in budgets and spending, retaining customers is the easiest and more effective way to keep the cash flow going. We use PX in our own Customer Success platform to track our customers’ usage of the CS product.

Customer Success 52

Customer Success Travel CRM Ecommerce 52

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Paul] There is definitely a lot of time and commitment that goes into CSM software.

System 49

System Customer Success Net Promoter Score ROI 49

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Profitability (efforts to increase revenue and profit from customers). Lynn Hunsaker.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

CX Centric

MAY 31, 2024

They appreciate and take care of what they've got as they believe that the brand advocates will drive new customer acquisition for them. Creating Post-sale Connection with the Customer Customer obsessed companies focus on creating a customer engagement both short and long after the sale. Permalink

Customer Experience 52

Customer Experience Company Strategy Government 52

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. How do you track customer interactions? The short answer is, if you don’t have a CRM at all, you don’t have to have one.

CRM 62

CRM Roadmap Customer Success Customers 62

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success ROI Sales Groups 64

ChurnZero

JUNE 8, 2022

I am certain that we run ChurnZero’s business using data from no less than two dozen SaaS products: Customer Success platform, CRM, marketing automation, support, finance, HR and more. Our customers’ ChurnZero data makes their whole business tick, not just their Customer Success team.

Software 52

Software Data CRM Customer Centricity 52

Amity

DECEMBER 22, 2014

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Customer Segmentation/Categorization Considerations.

Customer Success 64

Customer Success Self Service Case Study Customer Retention 64

One Millimeter Mindset

SEPTEMBER 6, 2018

That critical time-period, the post-sale handoff of the contract for execution, involves more than a digital document passing through a CRM. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. Everyone who takes care of the customer, post-sale.

Customer Retention 48

Customer Retention Sales CRM Customers 48

CSM Practice

FEBRUARY 1, 2021

The kickoff meeting is usually the first live interaction Customer Success has with a new customer. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution. Goals and success metrics.

Meeting 76

Meeting How To Sales Knowledge Base 76

InboxAI

MAY 13, 2018

When searching for “customer success health score” you’ll find quite a few suggestions. But same as with Customer Success Playbooks most of them haven’t adopted yet, the data age. Customer success manager subjective opinion. AI driven customer success health score – summary.

Customer Success 45

Customer Success Metrics NPS Financial 45

Amity

JULY 22, 2016

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. Customer Segmentation/Categorization Considerations.

Customer Success 48

Customer Success Self Service Case Study Customer Retention 48

Experience Investigators by 360Connext

MARCH 8, 2021

But even if you don’t have those quite yet, you want to be sure everyone in your organization is defining and discussing customer experience with the same vocabulary! Path 1: Customer Experience 101. What DOES customer experience mean and why should we care? What does a seamless, easier experience look like for our customers?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CSM Magazine

AUGUST 14, 2020

In today’s irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains. In the regular world, obtaining customer loyalty is an important goal for any business to achieve. Stats please! Stats please!

Loyalty 85

Loyalty Strategy CRM Customer Retention 85

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. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

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. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

CustomerSuccessBox

DECEMBER 1, 2021

The goal is to eliminate any friction between the initial customer point of contact and the post-purchase. We know it can be difficult, which is why we’ve created this definitive guide to automate the onboarding process so you can integrate it in the future. Is customer onboarding that important? Integrate with CRM.

Tips 52

Tips CRM Customer Journeys Customers 52

Gainsight

SEPTEMBER 29, 2021

If so, you may have seen the recent uptick in interest and advertisement for positions as a Customer Success Operations Manager or Administrator. The truth is, right now, customer success is a new and evolving industry. Perhaps there are more desired attributes, such as previous experience with CRM systems.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

SmartKarrot

JUNE 15, 2020

The software marketplace is always in flux, with newer customer success solution just a click away. This means customers no longer have to be bound to one organisation, and even if they have a long-term contract, they don’t necessarily have to use your products or recommend them. CRM versus CSM Solutions .

CRM 10

CRM Customer Success Management Software 10

Kapta Customer Success

JANUARY 31, 2018

We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients.

Customer Success 45

Customer Success Software Communication Customers 45

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Consulting Tips Resources 48

ChurnZero

MAY 3, 2019

But the worst thing that you can do here is to create offers based on a hunch and not leveraging the customer data you have. Here’s what you can do instead: If you have not been using CRM software, implement it immediately. Once you have enough data to fall back on, start digging through customer history. How can this be done?

Customer Retention 75

Customer Retention Strategy CRM Customers 75