ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends.

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Tips Return on Investment Effort Score Customer Retention 52

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image. And he was right.

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Customer Success Management NPS Sales 111

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Don’t lose the customer’s momentum and excitement with a delayed transition from Sales to Customer Success.

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Customer Success Engagement e-support Tips 87

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? 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.

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Sales Net Promoter Score Culture Chief Customer Officer 98

Oracle

FEBRUARY 8, 2021

Today, some organizations explore this technology’s use across the customer experience, mimicking the 1-to-1 personalized videos that sales teams may record for prospects or which customer success teams may create for users and customers. They are highly convincing and can look and just like the real thing.

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Tips Video Consumers Financial 116

Gainsight

MARCH 22, 2022

Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. Successful CS organizations should be well aligned with the PM organization. Customers that achieve their business outcomes are more likely to continue to renew and expand.

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Customer Success Management Roadmap Communication 52

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. To find out if you’re prioritizing Customer Success productivity, let’s look at these common questions and answers.

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Customer Success Effort Score Metrics Leadership 80

ChurnZero

JULY 6, 2021

Q: What book are you currently reading? I’m a big fan of sci-fi books (and movies) and I wanted to read more of the classics. . Customer Success Around the Web. 5 Tips for Hiring CSMs When the Job Market is Hot – Learn five tips to help you hire the right CSM in an employee’s job market.

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Meeting Tips Customer Success Customers 98

Gainsight

DECEMBER 15, 2023

So what does that mean to Customer Success (CS) orgs? Why CS Needs to Learn How to Speak CFO For years, we’ve been talking about your CS team being trusted advisors to your customers and doing the important work of helping them be more successful. That’s still firmly in the sales team’s purview.

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Tips Leadership Sales Training 52

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

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Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

AskNicely

AUGUST 27, 2018

But the customer success team should be included. Here’s why: Growth is easier and less expensive if you can create customer advocacy and retention. Click here to read: Customer Feedback is Your Competitive Advantage). Ultimately customer success plays a big part in customer advocacy, retention, and growth.

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Net Promoter Score NPS Effort Score Competitive Advantage 150

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

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Customer Success Company Management Roadmap 59

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Speakers: Mikael Blaisdell , Executive Director, The Customer Success Association. Q&A Recap.

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Customer Success Customers Financial Software 59

ShepHyken

MAY 17, 2021

How to handle customer complaints? 6 tips you must know by Alibaba.com. Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. The sixth tip, which features specific verbiage to use, is very tactical.

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Customer Service Customer Retention Tips Brands 80

ChurnZero

JUNE 14, 2019

12 Steps to Conducting a Productive Customer Success Brainstorming Session. Automation is a game-changer for almost any department, but surprisingly Customer Success teams are a bit behind some of their counterparts (i.e. Marketing and Sales) when it comes to adopting technology to allow for automated workflows.

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Customer Success Customer Retention Customers Metrics 65

Amity

FEBRUARY 6, 2019

I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Any tips for hiring for this role? Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase.

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Customer Success Management Chief Customer Officer Course 71

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

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Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

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Metrics Customer Success Net Promoter Score Effort Score 52

Gainsight

OCTOBER 21, 2022

And then, a few months ago, after getting texts from friends who had read a new book, I realized I finally had one. In his otherwise exceptional book Amp It Up, Slootman has a section about why companies don’t need customer success teams. Slootman’s argument is basically that customer success is everyone’s job.

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Software Customer Success Sales Comparison 52

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

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Customer Success NPS Customer Retention Financial 61

Gainsight

APRIL 23, 2019

These tips are just a taste of the product experience best practices that will be shared at Pulse 2019. Tip #1: Build a self-sufficient team. Tip #2: Inventory requests for easier product roadmap planning. Tip #3: Actively listen to your users. Tip #4: Ask, “Does the product like me?”. “A What is Pulse 2019?

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Tips Management Roadmap Conference 49

CustomerSuccessBox

DECEMBER 13, 2021

Alex Farmer is the VP of Customer Success at Cognite. He’s one of the 2021 Top 25 Customer Success Influencers. He had been recognized as a 2020 Top 100 Customer Success Strategist in a recent survey. Here, he discusses the steps to be followed for effective Customer Onboarding. Continuity.

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Tips Video Sales Metrics 52

ChurnZero

JULY 1, 2022

Just ask your friends in marketing or sales. Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades.

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Customer Success Customers NPS Metrics 52

ChurnZero

MARCH 1, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring, Brett Andersen who is the Director of Client Success at Degreed.

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Customer Success Return on Investment Customers Roadmap 40

ChurnZero

JULY 1, 2022

Just ask your friends in marketing or sales, which defined their spaces for ops long ago. Bree: “That’s a really important tipping point, when your team gets to the point of ‘I’m not sure that my CSMs can effectively manage all of the customers we have.’ We’re measuring the CSM effect, but also the customer effect.

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Customer Success Customers NPS Metrics 52

ClientSuccess

SEPTEMBER 18, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

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ClientSuccess

MAY 31, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Question 1.

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Customer Success eBook Software Customers 40

Amity

JUNE 3, 2016

I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Any tips for hiring for this role? Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase.

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Customer Success Management Chief Customer Officer Course 68

ChurnZero

JUNE 28, 2019

4 Customer Success Lessons That You Can Learn From Playing Tetris. But what could it possibly have to do with Customer Success? Continue reading to discover the four lessons that Customer Success practitioners can learn from this well-aged classic game. A similar lesson can be applied to Customer Success.

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Customer Success B2B Customer Retention Entertainment 49

Amity

SEPTEMBER 16, 2014

The Customer Success Meetup group has grown to nearly 200 members in it’s first year. It was great to see that the majority attendees at this session were new members that were engaged in Customer Success in some capacity. Customer Communities. Customer Segmentation. Reference-able Customers.

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Customer Success Entertainment Trends Customers 48

Gainsight

MAY 4, 2023

With the rise of Subscription-based companies came a new business model founded on the idea of proactively supporting customers to achieve success. In the new world, we focus on the scale a community brings to your customer journey, your Customer Success content, your plays, and courses.

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Self Service How To Effort Score B2C 52

ClientSuccess

MARCH 7, 2017

Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. Francoise’s entire career has been under the umbrella of Customer Success. About Francoise and Her Team.

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Customer Success How To Training eBook 40

Amity

SEPTEMBER 26, 2016

Customer Success Managers are accountable for building and nurturing the on-going relationship with clients. To avoid this and help you keep a healthy balance between strategy and operation, here are some tips from my recent learnings: 1. Ensure quarterly meetings are booked in and prioritise these to ensure they take place.

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Tips Strategy Customer Success Interaction 48

Gainsight

MAY 13, 2020

Product innovation – it is something that is most certainly at the tip of the tongue of every product executive. Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together.

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Roadmap Innovation Customer Journeys Analysis 59

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. This is linked to a) the kind of solution you offer, b) your product roadmap, c) your customer success program, and d) your user experience.

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Customer Success Customer Experience How To Roadmap 75

SmartKarrot

AUGUST 26, 2021

Books are a man’s best friend, as they say has held true time and again. If you as a SaaS founder have been wondering lately on some of the must-have books on your shelf, we have put together a list of top 10 must-reads for you. This book teaches you about the ins and outs of lean manufacturing processes. The Lean Startup.

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Case Study Social Media Customer Success Advertising 10

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. This enables the company to deliver additional value to customers while generating more revenue. Qualitative data is obtained from customer-facing teams and personnel.

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Strategy Data Customer Success Customer Centricity 52