Amity

JUNE 15, 2017

As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. The result of this work is immediate. 1: Value Segmentation.

Customer Base 73

Customer Base Customer Journeys Customer Success Groups 73

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.

Customer Success 52

Customer Success Net Promoter Score Customers Customer Journeys 52

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. Educating the customer on how your platform can support their business goals.

Customer Journeys 93

Customer Journeys Self Service Customer Success Software 93

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

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. Customer Success Skills. Data Management.

Customer Success 72

Customer Success Customers Sales Management 72

CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Mature SaaS companies are generally more concerned with the elements of scaling customer success.

Customer Success 45

Customer Success Customer Journeys Study Effort Score 45

Totango

JULY 19, 2022

How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. However, a traditional CRM focuses just on the transaction stage of the customer relationship rather than cultivating growth across the entire customer journey.

CRM 90

CRM Customer relationships Customer Success Exercises 90

CustomerSuccessBox

MARCH 9, 2022

One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. According to a research study, 20% of the SaaS companies, especially small to midsize companies, often depend on their CRM to administer all customer life cycle tasks which do not suffice their Customer Success function.

CRM 52

CRM Customer Success Customer Relationship Management Touchpoint 52

SurveySparrow

JANUARY 22, 2020

You can completely erase such a possibility by resorting to a good customer success platform. What is a Customer Success Software? What are the benefits of a good customer success software? What are the benefits of a good customer success software? Hyper-target customers.

Software 72

Software Customer Success Analytics CRM 72

Totango

FEBRUARY 22, 2021

By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!). Changing the Customer Success Game.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Customer Success & Support. Customer Success Around the Web.

NPS 98

NPS Net Promoter Score Customer Journeys Customer Satisfaction 98

Customer Bliss

MARCH 8, 2018

I found it interesting to hear that Charlotte took this approach, especially considering that more articles are being written about integrating marketing and customer service. Formalize Customer Research and Build a Customer Journey Map. As the customer, what are you experiencing?”

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Some concerns around customers feeling like they are being spammed. Watch it here if you missed it!). The other thing is what you’re sending.

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Why Should Customer Success Be Obsessed with Data?

Customer Success 52

Customer Success Data Engagement Effort Score 52

ChurnZero

JULY 9, 2021

While the whole organization plays a role in defining customer fit, Customer Success is the one who’s forced to bear the brunt of a bad-fit customer’s unhappiness and frustration. In this article, we’ll cover: What’s an Ideal Customer Profile? What’s the Cost of Selling to a Bad-Fit Customer?

Customer Journeys 75

Customer Journeys Customer Success Sales Social Media 75

SmartKarrot

FEBRUARY 14, 2023

Role: VP of Customer Success Location: United States (Remote) Organization: Meal Ticket As a VP of Customer Success you’ll drive Customer Success outcomes. Increase product adoption, customer contentment, and general health scores to have an impact on lifetime value in the future.

Customer Success 19

Customer Success Effort Score Leadership Travel 19

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. When you have multiple teams involved, you have several different perspectives that can help shed light on the customer journey. Segment for Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

SmartKarrot

OCTOBER 14, 2022

Role: Head of Customer Experience Location: Remote, New York, NY, US Organization: Oden Technologies As a Head of Customer Experience, you will be hiring, leading and retaining customer success talent responsible for driving value delivery for the customers. Apply here: [link] Role: Sr.

Customer Success 19

Customer Success NPS Customers Customer relationships 19

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.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

InMoment XI

JANUARY 2, 2023

Nonetheless, these tried and true customer experience survey methodologies are used across industries, and are a great place to start as you grow your program. What Is Customer Experience? A Quick Definition to Get Us Started. Customers who are promoters score 9 or 10. The Three Most Popular CX Metrics.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

ChurnZero

APRIL 27, 2022

The stages of value realization are definition, delivery, realization, validation, and optimization. Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Definition. These can vary from product to product or from customer to customer.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Customer Success & Support. Customer Success Around the Web.

NPS 52

NPS Net Promoter Score Customer Journeys Customer Satisfaction 52

CustomerSuccessBox

DECEMBER 13, 2021

He’s one of the Top 100 Customer Success Strategists. SuccessHACKER is a Customer Success advisory firm focused on providing education, recruiting, and consulting to high-growth companies. Here, he talks about the steps to get a perfect customer onboarding. Additional Read: Customer Onboarding Framework.

Sales 52

Sales Tips Measurement Customers 52

Kustomer

DECEMBER 3, 2020

I’ve been 25 years in the customer service industry, along — in parallel with information technology. 20 year career at Oracle Corporation, where I was involved in technical support management, global customer programs, the like of customer satisfaction, customer success, and more. Gabe Larsen: (01:14).

Customer Satisfaction 85

Customer Satisfaction Customer Journeys Customers Customer Success 85

Gainsight

JUNE 13, 2024

Your customers won’t view your academy in the same light as the microwave, but you should still anticipate some adoption hurdles in both the short- and long-term. Three primary reasons: Your customers have always defaulted to help centers and their Customer Success Managers (CSM) for support and strategic guidance.

Social Media 52

Social Media Course Case Study Chief Customer Officer 52

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows.

Engagement 52

Engagement Self Service Touchpoint Customer Success 52

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

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. According to OpenView , the NPS score doesn’t answer the ultimate “Why” question, and the score may also only give a partial view of how customers actually feel at a certain point in time.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

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. We have seen teachers that become excellent Customer Success Managers.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Amity

JANUARY 20, 2016

Issue 72 - Customer Success Articles that are Certified Classics (Part 2). In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. Join us on January 26 at 1pm ET , as we teach you to transform product adoption for all your customers.

Customer Success 48

Customer Success e-support Case Study Sales 48

ClearAction

JULY 23, 2023

You may also have sales operations, revenue operations, and marketing operations teams who are committed to efficiency, effectiveness, and silo-smoothing for customers and touch-points. Your CRM (customer relationship management) system is typically used by all of these parties. Customer-Centered Charter 3.

Government 62

Government B2B Customer Experience Customer Journeys 62

ClientSuccess

MARCH 7, 2017

Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. Francoise’s entire career has been under the umbrella of Customer Success. About Francoise and Her Team.

Customer Success 40

Customer Success How To Training eBook 40

Totango

AUGUST 28, 2020

One way to tackle both of these challenges at once is to utilize a customer onboarding checklist for your CS team that clearly delineates all of the targets that need to be hit during this stage of the customer journey. A Comprehensive SaaS Customer Onboarding Checklist. Customer Success Team Checklist for Onboarding.

Customer Success 71

Customer Success Software Customer Centricity Customers 71