Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. How do you put Customer Success at the core of your business?

eBook 52

eBook Metrics Roadmap Healthcare 52

SmartKarrot

MARCH 26, 2024

As someone deeply entrenched in the realm of customer success , I’ve encountered numerous instances where failure seemed imminent. Let’s delve into the intricate dynamics of customer success, dissecting the essence of learning from failures. But how do we navigate these turbulent waters and emerge stronger?

Customer Success 10

Customer Success Customer Journeys Customer Centricity Roadmap 10

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. Benefits of customer success roadmap.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

Retently

MARCH 10, 2022

Customer Success and Churn. Great customer success is perhaps the single greatest defense you have against high churn. Some of the areas where the churn rate is affected most significantly are during the Onboarding, Product Adoption, Customer Retention , and Product Expansion stages.

Self Service 148

Self Service e-support Poor Customer Service Customer Success 148

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.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Best way to improve culture? Respect Your Customer. We are happy to say it was a great event all around. Q&A happening now!

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

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. Consider your team culture and their technology stack. Culture & DNA. Internal Adoption. How often do they meet?

Engagement 109

Engagement Self Service Video Culture 109

SmartKarrot

MARCH 21, 2023

Role: Director, Customer Success Strategy Location: Seattle, WA, United States (Remote) Organization: CommerceIQ As a Director, Customer Success Strategy, you’ll create and implement customer success strategies that promote effective onboarding, adoption, retention, value creation, and customer satisfaction.

Customer Success 19

Customer Success e-support Consulting Roadmap 19

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

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 . Rather, the CS team is equally important to the success of a company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

MARCH 30, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Domo, Inc. As a Director of Customer Success, you will be forecasting retention numbers and remaining consistent in that effort. Lead the strategic customer success team and provide guidance, mentorship and build culture.

Customer Success 19

Customer Success Roadmap Case Study Customers 19

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.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Gainsight

APRIL 12, 2022

Whether you have an existing and evolving Customer Success (CS) team or are building an organization for the first time, it’s likely that you have experienced the realities of change management: It is hard, uncomfortable, and full of resistance. Remain Customer-Centric. Company-wide change is very complex.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Follow-up on support ticket escalations. Apply here: [link].

Customer Success 19

Customer Success Roadmap Conference Measurement 19

CSM Magazine

NOVEMBER 9, 2022

Calabrio continues to embrace a customer-first culture to lead customer understanding and experience design in the SaaS space. He will also help translate Calabrio’s own end-user feedback into the product roadmap and act as a resource for sharing customer challenges and opportunities across internal Calabrio departments.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. How did you get started in Customer Success?

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Retently

MARCH 18, 2024

Not only do customer service surveys gather valuable feedback, but they also serve as potent market research tools. The captured insights are key in crafting strategies to enhance customer retention. Integrating this feedback into your support strategy is crucial for nurturing a customer-centric culture within your organization.

Survey 141

Survey Customer Service Strategy Effort Score 141

Totango

AUGUST 29, 2019

We all know what customer experience is— just remember the best, or worst, experience you’ve had as a customer and you’ll know how important it is! Your brand’s product and people create a lasting impression that stays with new customers. If you aren’t a customer-centric company, now’s the time to become one.

Customer Retention 87

Customer Retention Strategy Customer Journeys Customer Centricity 87

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? developing customer advocacy is a must.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

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.

Customer Success 0

Customer Success Customers Metrics Sales 0

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Chad Horenfeldt – Director of Customer Success at Kustomer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. They also bring CX priorities back to their teams.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Totango

JANUARY 2, 2020

The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%. Analyzing customer data helps you determine the best way to retain customers and prevent churn. How Customer Data Insights Inform Next Steps. Take intelligent action based on data.

Data 71

Data Roadmap Customers Customer Success 71

SmartKarrot

MAY 19, 2022

Customer success requires a lot of attention. You need a bunch of good teams to ensure that customer success is assured. It is known that customers hold stronger power over businesses. Customers expect their pain points to be resolved and hence choose the right products to get outcomes. Marketing Team.

Sports 10

Sports Customer Success Customer Centricity B2B 10

SmartKarrot

JULY 7, 2021

Role: Director, Customer Success Location: Remote, New York, United States Organization: SecurityScorecard As a Director of Customer Success, you will manage the gross and net retention of a book of business; including forecasting, strategy development and efficient execution. Represent the voice of the customer!

Customer Success 10

Customer Success Roadmap Customers Customer Centricity 10

SmartKarrot

FEBRUARY 3, 2021

Refine and continuously improve the company’s Customer Success methodology and framework. Drive efforts to develop and maintain Success Playbooks that organize multiple roles to guide clients through an ideal lifecycle. Master the art of managing multiple projects at a time while respecting different deadlines.

Customer Success 10

Customer Success Competitive Advantage Case Study Roadmap 10

Kustomer

AUGUST 19, 2021

Gaining the favor of members in the C-Suite is key to building a strong, customer-minded culture. When CX has the backing of the C-Suite, it creates a company culture that keeps the customer in mind through every business decision, no matter how big or small. Being Culturally Sensitive for Global Success.

Culture 98

Culture Chief Customer Officer NPS B2B 98

Gainsight

APRIL 13, 2020

The effectiveness and efficiency of sales, marketing and success heavily impact the overall business performance of the company and there are several ways to scale and yield better results by optimizing the GTM motion as well as calibrating your product strategy. 5 Ways to calibrate your product & GTM strategy.

B2B 52

B2B Roadmap Metrics Software 52

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. This very reason makes them the most powerful voice of the customer. Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SmartKarrot

OCTOBER 2, 2023

Churn—the rate at which customers stop using a product or service—is a challenge many businesses face. But, with the right strategies and approach, you can significantly reduce churn rates and drive long-term customer success. In this post, we list out 15 key points in a customer life-cycle journey to cut churn rates by half.

How To 10

How To Self Service Touchpoint Culture 10

Retently

FEBRUARY 9, 2024

Asking about future intentions allows you to gauge customer commitment and identify upcoming trends or changes in preferences that could affect your market position. Meanwhile, asking direct feedback on potential areas for improvement can provide a roadmap for innovation and refinement.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

SmartKarrot

OCTOBER 21, 2021

Further, customer centricity has now become much more important than ever. While all businesses know and claim to understand the importance of customer-centricity, very few are able to implement it satisfactorily. So, when you work with a customer experience coach, you will know your progress in measurable terms.

Customer Experience 11

Customer Experience Roadmap Customer Centricity Culture 11

ClientSuccess

APRIL 7, 2017

Once a deal is signed, the ink is dry, and the kick off meeting is scheduled, it’s time for your customer success managers (CSMs) to drive a proactive approach to an awesome customer experience. This is where you move from logo to people oriented customer success. The Hand Off of People’s Goals and Needs.

ROI 40

ROI eBook Customer Success Roadmap 40

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Proactive onboarding, where the customer success team takes the lead, increases the likelihood of client retention.

Management 10

Management Case Study How To Roadmap 10

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

SurveySensum

NOVEMBER 22, 2021

They communicate customer issues with the management. This drives a cultural change in the organization. The customers start believing that the organization is truly customer-centric. Best Practices that make the Outer Customer Feedback Loop successful. It gives voice to the employees.

Feedback 52

Feedback B2C B2B Touchpoint 52