ChurnZero

JUNE 24, 2022

The webinar’s Q&A session uncovered great tips and insights, including advice on whether SaaS businesses should implement price increases due to inflation, if Customer Success should be considered an OPEX or a COGS, and how much of the total operating budget CS should account for. What does this mean for B2B SaaS businesses?

Metrics 98

Metrics Software B2B NPS 98

ClientSuccess

DECEMBER 14, 2021

This makes sense because, after all, CSMs are not in sales for a reason. CSMs are becoming more and more involved in the customer renewal and/or upsell process alongside sales team members because they are intimately familiar with how the customer is using a product and the value they see from the solution.

Survey 90

Survey Strategy Sales Brands 90

ChurnZero

JUNE 8, 2021

Q: What do you do for ChurnZero? Q: What do you do for ChurnZero? From Development to Sales, and Marketing to Customer Success, we actively know what all teams are working on, what their goals are, and how we can support each other from our own department. Q: What is one word that you would use to describe your team?

Meeting 98

Meeting Management Touchpoint Customer Success 98

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Q: Is there a difference in CSQL growth with B2B and B2C customers? The reason for that is actually product-led growth. It’s more of a product qualified lead in B2C.

Customer Success 97

Customer Success B2C How To B2B 97

ShepHyken

SEPTEMBER 28, 2021

Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. ” Quotes: “The best sales tool you can have is a great customer experience.” How does customer experience impact sales?

Sales 140

Sales Tools Brands Customer Expectations 140

ChurnZero

MARCH 18, 2022

Q&A recap. Q: What’s the rationale for keeping the cadence on Monthly Recurring Revenue (MRR) versus Annual Recurring Revenue (ARR)? Q: In your version of logo retention rate, how would you treat customers on contracts that allow early opt out? Q: What’s the difference between Annual Contract Value (ACV) and ARR?

Metrics 98

Metrics Course Customer Success NPS 98

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. How do you prioritize what feedback gets incorporated into the product roadmap? Read on to learn how these six product professionals listen and act on customer feedback. Chris Chumley.

Feedback 117

Feedback Roadmap ROI Case Study 117

ChurnZero

MARCH 9, 2021

As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. . Q: What do you like about working at ChurnZero? . The product itself is awesome and works. Q: What was your first job?

Meeting 85

Meeting Exercises ROI Customer Retention 85

ChurnZero

NOVEMBER 18, 2022

The Q&A portion of the webinar covered topics including how to overcome budget objections, promote CS wins across the organization, secure budget at the same rate as sales, and much more. Q: Many CEOs acknowledge that Customer Success teams are important for business growth, yet they still push back on their budget.

Customer Success 98

Customer Success Leadership Customers Sales 98

ChurnZero

MAY 19, 2020

Q&A: Brian Hartley, Senior Director, Customer Success, RFP360. Q: Why do you think it’s important to invest in Customer Success? Q: What’s the best thing a customer has ever said to you? Q: In your opinion, what makes your company better at Customer Success than others in the market?

Customer Success 98

Customer Success Consulting Customers Industry 98

ChurnZero

JANUARY 22, 2021

But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Q&A Recap. And expand? And have all those price increase conversations? Sounds good.”

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

ChurnZero

JUNE 2, 2021

Q&A Recap. Q: How do you calculate net revenue retention for a usage-based model? When they start to be onboarded, they still have to love your product and they still have to use your product. Q: What do you predict the SaaS market will be like in the next 12 months? I think you can actually do it. .

B2B 98

B2B Company B2C Survey 98

ChurnZero

AUGUST 13, 2021

InSided VP of Customer Success Anika Zubair joined us to talk about the product categories and solutions that leading Customer Success professionals are embracing as they build out their digital-led programs. Q&A Recap. Q: How should you make a business case to purchase Customer Success tools? . [A] Very boring.

Customer Success 98

Customer Success Effort Score Tools Self Service 98

ChurnZero

JULY 16, 2021

Q&A Recap. Q: How do you incorporate digital aspects into your existing customer journey? Then, you can move into things like automating product updates and things that are going to your customers. That’s probably a really good thing to talk through, especially if we’re talking about product updates.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

ChurnZero

DECEMBER 9, 2022

In the session’s Q&A, Gabby further explores shifts in the CEO persona, the importance of professional sponsors, and expanding to serve an entire market. Q: CEOs can tend to be self-serving. As CS leaders, you’re in the catbird seat to solve the hardest problems because you have the nexus between the product and the market need.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

ChurnZero

JANUARY 20, 2022

Using HelloCCO’s Post-Sale SCALING Framework, Rod breaks down how you can anticipate future needs, evaluate opportunities, and prioritize your strategic initiatives. Q&A Recap. Q: What best practices should a brand-new Customer Success department focus on first? If you missed the webinar, you can watch it on-demand.

Sales 52

Sales How To Net Promoter Score Metrics 52

ChurnZero

JUNE 24, 2022

The webinar’s Q&A session uncovered great tips and insights, including advice on whether SaaS businesses should implement price increases due to inflation, if Customer Success should be considered an OPEX or a COGS, and how much of the total operating budget CS should account for. What does this mean for B2B SaaS businesses?

Metrics 52

Metrics Software B2B NPS 52

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap. Q: What are the top metrics to measure the Chief Customer Officer ( CCO ) on? We choose very key moments to do that.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

Education Services Group

JANUARY 25, 2023

Q: Are both Customer Success and Sales paying attention to the AI input? I mean to a certain extent, Chorus and Gong bring this to life, but I think Sales is ahead of post-Sales in terms of technical sophistication, resource allocation, operation, and budget.

Sales 52

Sales Customer Success Conference Data 52

Education Services Group

JANUARY 28, 2022

Q&A Recap. Q: Do you think customer led growth scares organizational leaders, because when they hear “customer-led growth” they feel that this will give the customer too much power in driving their business? Q: What components of Nuffsaid’s Customer-Led Growth rubric have the biggest impact? The Henry Ford quote.

Roadmap 52

Roadmap Customer Success Feedback Report 52

Totango

JUNE 10, 2022

Network internally to learn more about your product, processes, goals, etc. . After the live webinar, the speakers participated in a Q&A session with audience members. Here is a recap of the Q&A and be sure to check out the webinar on-demand below. . Some of the key takeaways from the webinar included: .

Customer Success 101

Customer Success Tips Chief Customer Officer Leadership 101

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Q: Should CSM book size be based on ARR or customer count?

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Feedbackly

DECEMBER 2, 2022

The shift from products to experiences. In the 1990s, the hallmark of fabulous customer experience was pinned to a great product or service. It was therefore assumed that if a customer is satisfied with the product/service, the likelihood to purchase again or recommend it to others is high. Think about it.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

ChurnZero

JUNE 7, 2019

Jason previously held positions at PwC and Comcast, where he focused on helping organizations, people and products through transformative changes. His experience across sales, marketing, product and customer success have allowed him to help clients focus on customer-first experiences.

Customer Success 73

Customer Success B2B Tips Consulting 73

Kerry Bodine

AUGUST 14, 2020

Should Product Managers be appointed Journey Managers? In my mental model of the ideal journey manager — if such a person actually exists — they use all the hard and soft skills of product management, just applied to customer journeys instead of products. The Trade-offs Between Quant & Qual Customer Research.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. Q&A Recap. Q: What journey mapping resources and tools do you recommend?

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

ChurnZero

JUNE 19, 2020

Q&A Recap. Q: Does the importance of retention metrics vary by strategic buyers versus private equity (PE) buyers? Whereas, if you think about the strategic buyer, they might be trying to fill a gap in their product offering. They don’t have time to build the product.

Metrics 72

Metrics Company Survey Self Service 72

Gainsight

SEPTEMBER 13, 2019

What is product-led growth, exactly? Travis Kaufman, VP of Product Growth at Gainsight, defines the buzzword and shares growth-boosting best practices. This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth. How are they interacting with the product?

Analytics 65

Analytics Sales Roadmap Exercises 65

ChurnZero

DECEMBER 18, 2020

Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Q: As a Customer Success leader, how do you build cross-functional relationships with other leaders in your organization? Q: What key metrics can Customer Success share with product to help prioritize their goals? What are your metrics?

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

SEPTEMBER 18, 2020

Have you stopped to ask yourself if your customer conversations and QBRs are really about your customer – or are they about what your customers thinks about your product ? Q&A Recap: Speaker: Bob London of Chief Listening Officers. . Q: Please explain the three customer P’s mentioned during the webinar.

How To 64

How To B2B Return on Investment Meeting 64

CustomerSuccessBox

JUNE 7, 2022

Q: Please introduce yourself. . Q: What do you think are the common reasons why a ‘churn’ occurs? They just don’t feel, you know, maybe their expectations weren’t met between the sales process and then the reality of being a customer. Q: What should be the KPIs for measuring churn? I’m not.

Management 52

Management How To Strategy NPS 52

Team Support

MAY 1, 2020

Encourage your contacts to invite relevant colleagues and make it a fun Q&A more than an issue-solving marathon. The more people that are involved and knowledgeable about your product, the better. Who doesn’t want that additional 45 back? Who doesn’t want that additional 45 back? It’s a win-win for both parties!

Video 71

Video Technology Groups Leadership 71

Call Experts

APRIL 18, 2019

Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. Q: What is your name? Q: What is your title? Q: How long have you worked with CE? Q: Where do you live? Q: How often do you cook? Q: Why is chicken adobo your favorite?

Call Center 66

Call Center Conference Contact Center Healthcare 66

Call Experts

MAY 17, 2019

Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. From our IT managers to executives, to the Experts taking your calls, meet our first highlighted team member below: Q: What is your name? Q: What is your title? Q: Where do you live?

Call Center 65

Call Center Contact Center Conference Healthcare 65

ClientSuccess

MARCH 1, 2022

Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Schedule an internal handoff call with your sales team. Based on the outcomes from your sales handoff, pick and choose the right playbooks that will work with your customer’s unique support needs.

Metrics 76

Metrics Sales Customers Customer Journeys 76

ChurnZero

FEBRUARY 3, 2021

As a follow-up to our well-attended webinar on “ Selling for People Who Don’t Love Sales ” with Bryan Neale from Blind Zebra Consulting, we wanted to get more of our audience’s questions answered. . We hope this helps answer all of your questions on Sales skills for Customer Success Managers. .

Sales 52

Sales Customer Success Customer Experience Consulting 52

ChurnZero

JUNE 21, 2019

[Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn. . They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. Q&A Recap .

Company 73

Company How To Measurement Customer Success 73