Amity

NOVEMBER 14, 2018

This article was originally published on WnTD's blog. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. Consistency is key.

Sales 87

Sales Customer Success Tips Customer Journeys 87

CustomerSuccessBox

JUNE 8, 2021

Sales, like Customer Success, has a job to do and the job has to be done well. Remember that a job well done for Sales means surpassing their numbers while the major goal of customer success is to ensure customers achieve their desired business outcome using the product. What is the effective way?

Sales 52

Sales Customer Success B2B CRM 52

ChurnZero

MARCH 9, 2023

Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job. said customer relationship management (CRM); 65.9%

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

ChurnZero

MARCH 9, 2023

Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. Here are three considerations to take into account when it comes to investing in customer success operations: 1.

Customer Success 68

Customer Success eBook Resources Metrics 68

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. That’s okay. I have a few tips to help you drive adoption that sticks.

Software 98

Software Customer Success How To CRM 98

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 91

Customer Success Management Exercises Social Media 91

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics CRM 92

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Totango

NOVEMBER 25, 2020

Amongst these different data sources, Customer 360 accesses: Support tickets . Sales history. With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Why CRM Data Visualization is Not Enough. Financial data. CSM Sentiment.

Customer Success 108

Customer Success Net Promoter Score Effort Score CRM 108

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. Level 1: CRM + Excel.

Customer Success 80

Customer Success CRM Software Customers 80

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response?

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

InboxAI

FEBRUARY 21, 2018

The following is about AI in CRM and Customer Success. It started by sharing our cool demo that addresses two major pain points of any CRM and Customer Success solution: (1) Getting data in (2) Finding it easily. How is AI doing in the CRM and Customer Success world? Click here.

CRM 51

CRM Chatbots Customer Success Software 51

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 98

Customer Success Net Promoter Score Effort Score How To 98

ShepHyken

SEPTEMBER 20, 2019

By monitoring the frequency of feature requests and bug report tickets, it lets them create a realistic product roadmap for meeting customer demands. Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Walk in your customer’s shoes for a moment.

B2B 107

B2B CRM Software B2C 107

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Metrics Customers Trends 97

ChurnZero

OCTOBER 27, 2020

This is a guest blog post by Kristen Brehmer from TaskRay. 2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . throughout the journey.

Customer Success 59

Customer Success Touchpoint Sales CRM 59

Totango

APRIL 6, 2023

With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.

Innovation 86

Innovation Video CRM Customer Success 86

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? I have a few tips to help you drive customer success software adoption that sticks. That’s okay. So how do we overcome this?

Software 52

Software Customer Success How To CRM 52

Gainsight

MARCH 31, 2020

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. In addition, 60–70% of sales leaders polled are reporting delayed sales cycles. Quick Win: Make CRM data usable.

Customer Success 85

Customer Success Tips CRM e-support 85

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

Software 92

Software Net Promoter Score CRM Return on Investment 92

One Millimeter Mindset

SEPTEMBER 24, 2018

Then again, when customer conversations stray dangerously close to the constraints of what is comfortable, why not at least pursue what just might be possible? When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? From customer success.

Strategy 213

Strategy B2C Customer Retention B2B 213

ChurnZero

JULY 7, 2020

This is a guest blog post by LiveAgent. . What makes a successful business? Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. Their primary focus is to drive customer satisfaction.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ClientSuccess

OCTOBER 26, 2020

For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. What is a Quarterly Business Review (QBR)?

Customer Success 74

Customer Success Sales Metrics eBook 74

Answer Dash

JANUARY 8, 2020

(This article is published by the written consent of Custify ) If you’ve spent any time reading about customer success (CS), you’ve probably noticed that it emphasizes crafting positive customer experiences. Read any content about the field of customer experience (CX) and you’ll see the same. So what separates the two?

Customer Success 67

Customer Success Customer Experience Customer Centricity Touchpoint 67

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey? Want to learn more? eBook: Top CS Executives Predict Trends.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

Optimove

JULY 4, 2019

I’ve worked in the CRM realm for many years, and it sometimes feels like most CRM organizations and professionals are still dipping their toes in the shallow end of the pool. It seemed no one informed the CRM team they had an unhappy customer. Right away a sales associate approaches you and asks if you need help.

CRM 75

CRM Loyalty Programs Brands Social Media 75

CustomerSuccessBox

AUGUST 12, 2021

You probably have heard about Customer Success so many times but are still very confused if it’s suitable for your business or not. If yes, then this blog is going to be of immense help to you. Who is this blog meant for? When to set up a Customer Success function? Is that right? Are you a B2B SaaS start-up?

Customer Success 52

Customer Success Multi-Channel Customers Technology 52

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. What Does it Mean to Shift Right? .

Self Service 104

Self Service CRM Customer Retention Customer Journeys 104

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

Customer Success 59

Customer Success Leadership Customers Resources 59

InboxAI

OCTOBER 27, 2018

Turning your Customer Success organization into a truly data driven does not need to be a long and costly journey. Customer Success organizations should be measured by % retention and $ expansion. Additional measurable success metric, which is a little harder to attribute, is sales referrals (e.g.

Customer Success 53

Customer Success Data Metrics NPS 53

Amity

JANUARY 9, 2019

This article was originally published on WnTD's blog. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. When Customer Success Isn’t Part of the Organizational Culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

GetFeedback

JANUARY 28, 2019

Combine NPS survey results with your CRM. The best way to get context on your customers is by using the data you already have from your ongoing relationship. The best way to get context on your customers is by using the data you already have from your ongoing relationship. NPS surveys should never be anonymous.

NPS 246

NPS Survey Net Promoter Score CRM 246

InnerTrends

APRIL 3, 2018

That would be the equivalent of having data in your CRM only from the discussions with the clients. Enriching data in CRM will bring much more intel to the table, leading to far more closed deals. Is it the type of user who took a look at the product, went to the pricing page and then immediately contacted your sales department?

CRM 46

CRM Data How To Net Promoter Score 46

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Customer Success hasn’t been around for nearly as long as we tend to think.

Industry 82

Industry Customer Success Tips Customer Centricity 82

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so?

Customer Success 67

Customer Success Management Case Study Study 67