Education Services Group

JANUARY 25, 2023

Speaker: Joel Passen , CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Now it’s just a matter of applying something to it.

Sales 52

Sales Customer Success Conference Data 52

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. Not asking for a renewal on day two, but asking the customer: based on your budget cycle, when would you like to have that first renewal discussion?

Sales 52

Sales Customer Success Tourism Roadmap 52

Gainsight

JUNE 2, 2022

While the ultimate goal of any business is to continuously grow, there’s often the challenge of matching the available resources and capabilities at your organization with the total number of customers. All of this falls under the umbrella of scaling customer success.

Customer Success 52

Customer Success Resources Customers Sales 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Ask this question a lot).

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

ClientSuccess

AUGUST 31, 2020

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . First of all, congratulations!

Customer Success 105

Customer Success How To eBook Leadership 105

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. Benefits of a Customer Retention Strategy.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . If you missed the webinar, you can watch it on-demand. Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Leadership Customers Sales 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.

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 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.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Customer Success 98

Customer Success Effort Score Tools Self Service 98

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

Totango

MAY 17, 2024

solution can be as easy as consolidating your sales and customer success information. As your team and customer base grow, AI-powered tools can help maintain personalization at scale while saving time and effort. AI applied in the platform provides automated account summary insights, saving valuable time and effort.

Innovation 89

Innovation Call Recording Conference Tools 89

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Amity

MARCH 28, 2018

Customer Success Managers have so much to offer, and there’s no limit to what they can do. The more domain expertise they gain, the more they create and deliver value to their customers and become long-term strategic partners. So what, exactly, is automation good for in Customer Success, and why do we need it?

Customer Success 95

Customer Success How To Customers Resources 95

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

Totango

SEPTEMBER 4, 2020

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.

Customer Success 63

Customer Success Effort Score Communication Customer relationships 63

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Customer Success 52

Customer Success Effort Score Tools Self Service 52

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

Gainsight

APRIL 2, 2021

I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. She was a field Customer Success manager with over ten years in CS. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.”

Customer Success 52

Customer Success Effort Score Sales System 52

Gainsight

NOVEMBER 4, 2022

In recent months, companies have been rallying their resources to apply strategies for digital scale to their business. Gainsight dove into the topic of creating a bionic CS organization in the recent Catapult webinar series with Carolyn di Buono, Customer Success Operations Manager at Propeller Aero. .

Self Service 52

Self Service Touchpoint Customer Success Resources 52

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

Education Services Group

MAY 13, 2020

Tying Customer Success to your company’s strategic growth (aka revenue) can be tricky to maneuver. Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. Here are some of the key takeaways from our webinar.

Customer Success 52

Customer Success Sales Leadership Customer relationships 52

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

Totango

JUNE 30, 2020

And make sure you deeply understand your customer base, what they want and what they need, at this time. . Communication during a crisis begins with reinforcing the lines of communication and ends with a unique conversation about each customer’s path through their challenges.

Communication 126

Communication Strategy Metrics Customer Retention 126

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. Customer Success Builds Relationships.

Customer Success 47

Customer Success Management Metrics Guidelines 47

CSM Practice

SEPTEMBER 19, 2017

Watch this YouTube video for a quick recap of this blog: Scaling Customer Success for the strategic client segment. So first, let’s start with how can you scale a high-touch enablement model, meaning a strategic customer success team. Scaling Customer Success for the SMB client segment.

Customer Success 49

Customer Success How To Self Service Effort Score 49

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? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. TC : Yes, definitely.

Customer Engagement 112

Customer Engagement Customer Journeys Engagement Strategy 112

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. No worries, if you missed the webinar. Webinar Q&A Recap.

Customer Success 49

Customer Success How To e-support eBook 49

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Own the resolution process ensuring you exceed customer expectations.

Customer Success 19

Customer Success Self Service Effort Score Customers 19

ClientSuccess

DECEMBER 7, 2021

Surveys serve a twofold purpose: they give your team a better sense of understanding when it comes to areas of opportunity and growth within your organization and make customers feel as though their input and opinion is greatly valued (which it should be!). The customer success survey. Toolkit: How To Build Customer Loyalty.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

ClientSuccess

MAY 10, 2022

However, there is an additional metric used by customer success teams (and, more recently, proactive executive leadership teams) to calculate the value of a customer beyond just what is outlined in the initial contract: Customer Lifetime Value (CLV). What about your onboarding, training, and customer success resources?

How To 59

How To Metrics Case Study eBook 59

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Gainsight

JULY 6, 2021

Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey.

Handbook 73

Handbook Customer Success Customer Base Technology 73