Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. They offer a look into the minds of your customers and can shape the direction of your entire firm.

Customer Success 147

Customer Success Management Net Promoter Score Feedback 147

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 100

Innovation Customer Success Customer Journeys How To 100

ChurnZero

SEPTEMBER 20, 2024

As a customer success leader, it’s your job to construct the best team model with the CSMs you have. With a team led by strengths, you’ll know how to stay agile and divvy up responsibilities that match skillsets. Your CS team will benefit from their passion and expertise in automating customer communications.

Customer Success 52

Customer Success Customer Journeys How To Exercises 52

ChurnZero

AUGUST 30, 2024

Customer success (CS) and customer education (CE) are both essential to helping customers thrive. Customer success is on the front lines working directly with customers to ensure they’re getting value from the product. Related article: How to scale your customer education program with a small team.

Customer Success 52

Customer Success How To Metrics Course 52

ChurnZero

SEPTEMBER 27, 2024

Outcomes based customer success, a strategy that focuses on ensuring customers achieve their desired outcomes, sounds intuitive. But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done.

Customer Success 52

Customer Success How To Effort Score Roadmap 52

Gainsight

OCTOBER 29, 2024

Today’s economy demands organizations grow efficiently, and the best way to do that is by expanding and renewing your current customer accounts. That’s right, Customer Success (CS) is coming to the rescue to help organizations across industries scale efficiently. What’s a CSP?

Customer Success 52

Customer Success Self Service CRM Knowledge Base 52

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

Customer Success 109

Customer Success Data Strategy Tips 109

Totango

OCTOBER 27, 2021

You may be able to identify an issue that you can help with and use that information to open a new door and restart the conversation, explaining how you can help them overcome this particular challenge. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning.

Customer Success 94

Customer Success How To Metrics Effort Score 94

ChurnZero

OCTOBER 1, 2024

From creating instant emails to summarizing customer accounts in seconds, AI is a dream tool for CSMs. Are you strategically segmenting your customers, and, if so, is your segmentation strategy working? Chances are that you already have an idea of what datapoints could be critical in your customer segmentation process.

Customer Success 52

Customer Success Strategy How To Analysis 52

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Adoption : The customer gets more and more value from the product.

Customer Success 119

Customer Success How To Metrics Customer Journeys 119

CSM Magazine

MARCH 13, 2024

Turning that sale into a loyal, lifelong customer. That’s where customer success management (CSM) comes in. In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management.

Customer Success 52

Customer Success Brands Management How To 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. So how do we overcome this? That’s okay.

Software 98

Software Customer Success How To CRM 98

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. 5 Key Customer Success Manager Interview Questions. . Customer Success Managers are leaders.

Customer Success 99

Customer Success Management How To Leadership 99

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

Customer Success 52

Customer Success How To Chief Customer Officer Consulting 52

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 101

Customer Success Net Promoter Score Effort Score How To 101

Totango

FEBRUARY 14, 2022

Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and its customers. So, in honor of Valentine’s Day, let’s take a look at how you can apply the five love languages to customer success. .

Customer Success 88

Customer Success How To Gamification Social Media 88

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

ChurnZero

MAY 22, 2024

I find that saying the term “digital customer success” in our industry almost always garners one of two responses from CS professionals. No surprise, the eyes lighting up is the response I’m hoping for – mostly because that’s how talking about it makes me feel. or their eyes light up. What the heck do those mean?

Customer Success 52

Customer Success Strategy Roadmap How To 52

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

Customer Success 52

Customer Success How To Self Service Course 52

Totango

OCTOBER 27, 2021

You may be able to identify an issue that you can help with and use that information to open a new door and restart the conversation, explaining how you can help them overcome this particular challenge. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning.

Customer Success 73

Customer Success How To Metrics Effort Score 73

Help Scout

AUGUST 22, 2023

These free customer success plan templates will help guide your team toward providing the best possible experience for your customers. Read the full article

Customer Success 81

Customer Success How To Customers Customer Experience 81

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. Customer 360 : Ability to connect all platforms in your techstack into one centralized customer data platform. What to Consider in Your Evaluation.

Customer Success 87

Customer Success How To NPS Customer Retention 87

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . What, why, and how are you going to solve the problem at hand needs to be explained. Customer Success is a rapidly evolving function.

Customer Success 98

Customer Success How To CRM Software 98

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

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. At ChurnZero’s virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to get both your customers and your team invested in your customer advocacy program.

Customer Success 96

Customer Success How To Case Study Customers 96

Totango

OCTOBER 27, 2021

You may be able to identify an issue that you can help with and use that information to open a new door and restart the conversation, explaining how you can help them overcome this particular challenge. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning.

Customer Success 62

Customer Success How To Metrics Effort Score 62

Help Scout

AUGUST 22, 2023

Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics. Read the full article

Metrics 75

Metrics Measurement Customer Success How To 75

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Gainsight

OCTOBER 10, 2024

Customer Success teams often believe their only choice is between a platform that can be implemented quickly and one that is powerful enough to grow with them in the future. In fact, companies should not invest in a Customer Success Platform (CSP) unless it offers both. But it doesn’t have to be an either-or decision.

Customer Success 52

Customer Success Comparison Tools Customers 52