Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Control over the customer experience.

Customer Success 52

Customer Success Company How To Effort Score 52

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Your customers’ primary interaction with your company is through your product.

Roadmap 75

Roadmap Analytics Analysis CRM 75

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Instead, continuously evaluate what practices and customer insights might lead to better outcomes.”.

Customer Success 105

Customer Success Management Marketing Analytics 105

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

Gainsight

DECEMBER 19, 2023

Overcoming Common Pitfalls in Scaling Customer Journeys One significant challenge teams face when working through a customer journey mapping exercise is the difficulty to scale the experience. New AI tools will continue to provide capabilities to drive efficiency and outcomes at scale.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business.

Customer Success 52

Customer Success Customer Journeys Net Promoter Score Effort Score 52

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. . Check out their responses below! .

Customer Success 97

Customer Success Management How To Leadership 97

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time. But we can’t do it all.

Sales 52

Sales Customer Success Tourism Roadmap 52

Education Services Group

DECEMBER 13, 2022

Last year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. According to the 2022 Customer Success Leadership Study , 78.5% According to the 2022 Customer Success Leadership Study , 78.5% of CS teams now report directly to the C-suite.

Customer Success 52

Customer Success Self Service Sports Leadership 52

ChurnZero

JUNE 14, 2023

It’s a company-wide goal, but the team in the spotlight is customer success (CS). As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand. Operationalize your customer success team.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . Set your customers up for success from day zero with a welcome email that does serious work.

Customer Success 52

Customer Success How To Self Service Case Study 52

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

CustomerSuccessBox

DECEMBER 4, 2019

So if the vendor is offering their product for problem A but the tool can address problem B as well then it’s a win-win situation for both parties. How Customer Success can lead to Product Stickiness. Also – what is the roadmap for your product? The post Can Customer Success help increase Product Stickiness?

Customer Success 59

Customer Success Roadmap Return on Investment Customers 59

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Sales 91

Sales NPS Customer Journeys Customer Success 91

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

Education Services Group

MARCH 18, 2020

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. Non-SaaS businesses are hopping on board the Customer Success train to meet market demand and consumer expectations. This is 100% true. Understand your organizational maturity.

Customer Success 52

Customer Success Resources Guidelines Metrics 52

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

Customer Success 52

Customer Success Trends Management Survey 52

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. ’,” says Stephen Horning, a Vice President of Customer Success. The Volume of the Customer Voice.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Kapta Customer Success

JANUARY 10, 2022

Kapta provides a process roadmap and all of the tools to back it up so that your key account team can focus more on building strong relationships while the software does the heavy lifting of keeping track of metrics and results.

Software 98

Software Management Roadmap Metrics 98

Totango

DECEMBER 28, 2021

Here we’ll look at four proven strategies for reducing customer churn. They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Invest in Your Customer Success Team.

Strategy 97

Strategy Net Promoter Score How To Roadmap 97

Gainsight

APRIL 8, 2020

Sure, face-to-face meetings are best for bonding and team building but with today’s tools, you can accomplish almost the same result over the phone or via the web. Although perhaps easier in a face-to-face set up, you can conduct interviews using teleconferencing tools such as Zoom or Teams. Your customers are glad to engage online.

Tools 52

Tools Travel Roadmap Course 52

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

SurveySparrow

JULY 31, 2023

VOC Methodology Process: Unleashing Customer Insights To embark on the journey of understanding your customers, you need a structured approach. The voice of the customer process provides a roadmap to systematically capture, analyze, and act upon customer feedback. When did being attentive become so much fun?”

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches.

Customer Success 52

Customer Success Roadmap How To Feedback 52

Gainsight

JANUARY 6, 2023

Benchmark: Product Roadmapping With Product Experience Data. What You Need From a Product-Led Growth Tool for an Effective GTM Strategy. Using Product Analytics to Drive Product Roadmaps. The Importance of a Data-Driven Product Roadmap. Five Tracking Measurements to Help Build a Better Data-Driven Product Roadmap.

Resources 52

Resources Roadmap eBook Analytics 52

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

Gainsight

AUGUST 30, 2019

As a customer success professional, you talk to your customers every day and gather a ton of feedback straight from the frontlines. I dug into this burning question with customer success (CS) leaders at Pulse 2019. I dug into this burning question with customer success (CS) leaders at Pulse 2019.

Roadmap 40

Roadmap Feedback Study Software 40

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success.

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

SmartKarrot

MAY 23, 2023

Role: Customer Success Manager Location: Melville, NY, United States (Remote) Organization: Get It Recruit – Marketing As a Customer Success Manager, you’ll learn everything there is to know about the MyAdvice suite of digital marketing products and services.

Customer Success 19

Customer Success Roadmap ROI Customers 19

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

SmartKarrot

JUNE 22, 2023

Role: Customer Success Associate Location: Arlington, VA, United States (On-site) Organization: ClearPoint Strategy As a Customer Success Associate, you’ll build trusting relationships with customers by keeping your word and going above and beyond to satisfy your demands. Escalate problems as necessary.

Customer Success 19

Customer Success Roadmap Customers Consulting 19

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

West Monroe

APRIL 28, 2024

There are also questions around the ownership and accountability model for renewals: for example, whether renewals should reside within sales or customer success, if a separate renewals function is necessary, and what the accountabilities/remits for renewals should be between customer success managers and sales reps when both are responsible.

Software 52

Software Customer Retention Roadmap Sales 52

SmartKarrot

MAY 24, 2023

Role: Customer Success Manager Location: Santa Clara, CA, United States (Remote) Organization: PayNearMe As a Customer Success Manager, you’ll gain a thorough understanding of the customer’s business initiatives, and collaborate with the customer and PNM teams to accomplish those objectives.

Customer Success 19

Customer Success Roadmap Touchpoint Customers 19