ECXO

APRIL 18, 2024

For instance, he once had to convince the product development team to prioritize a bug fix that was causing a lot of distress for the customers. Another time, he had to mediate between a frustrated customer and an indifferent sales representative who had sold the customer a product that didn’t meet their needs.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

BirdEye

SEPTEMBER 15, 2023

Sales is one of the most important functions in every organization – it defines your growth and business success. Anything you can do to bring efficiency and agility to this function, you must embrace it, and that begins with using AI in sales processes. Table of contents What is AI in sales? Why do we need AI in sales?

Sales 111

Sales Chatbots Trends Report 111

ShepHyken

SEPTEMBER 24, 2021

SaaS has changed the traditional sales rules. Combined with the ever-changing landscape of the SaaS industry, it is no wonder that sales leaders have been asked to help manage customer relationships, even though this is not their strength. Here are a few reasons why Customer Success should be separated from Sales.? .

Sales 151

Sales Company Customer Experience Customer Success 151

Totango

FEBRUARY 23, 2024

From the key responsibilities of each role to activating and deploying the flywheel to the most important metrics to measure, Karen discusses all the hottest topics about this compelling collaboration. Both your pre- and post-sale teams should know the answer to: “What is my customer’s business outcome?” “If

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. So, how does your CX team rise to the occasion?

Customer Success 132

Customer Success How To Return on Investment Customer Centricity 132

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members?

Call Center 98

Call Center Gamification Contact Center Training 98

ImprintCX Articles

MARCH 5, 2024

The traditional salesperson role is to navigate the sales process from the manufacturer’s perspective, leveraging knowledge and pricing arbitrage. This power play turned sales into a craft of trickery and deception. The sales funnel, once managed predominantly by salespeople, has become automated and smarter through technology.

Self Service 52

Self Service Sales Social Media Travel 52

CSM Magazine

APRIL 26, 2024

Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. Think of it as your digital command centre for the different Hubs (marketing, sales, and customer service). HubSpot is one of the top CRM platforms currently available on the market.

CRM 52

CRM Customer Relationship Management System Tips 52

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

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. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales NPS Customer Journeys Customer Success 89

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Two very different CX is a Team Sport analogies may be surprising to you.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ChurnZero

JANUARY 25, 2024

As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles. As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Totango

JANUARY 22, 2024

Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. From the integration of cutting-edge technologies to the evolution of cross-functional roles and partnerships, here are their hot takes on what’s new for CS in this new year.

Customer Success 94

Customer Success Consulting Customers Leadership 94

Integrity Solutions

OCTOBER 23, 2023

One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. And then a funny thing happens: They realize they like doing sales. “To become successful in sales, you need a lo t of networking.

Sales 114

Sales Connections Feedback Banking 114

Gainsight

MARCH 1, 2024

This will help make CS a more strategic role. Moving away from product training and the operational role to working with customers on longer-term strategy as you can tap into AI to create support and training resources that can be scalable. On the role of Digital Customer Success (DCS): It’s critical for scaling customer success.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Hence, the the role of a chief customer officer (CCO) which we define this way.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Gainsight

JANUARY 26, 2022

the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. A CSQL is similar to a Marketing Qualified Lead (MQL) or Sales Qualified Lead (SQL).

Sales 111

Sales Customer Success ROI Customer Centricity 111

Helpt

FEBRUARY 27, 2024

You need: A cohesive party : Reliable companions who understood their roles and worked together seamlessly. They are the invisible threads that weave together a strong company culture, foster effective teamwork, and empower your team to navigate the ever-changing IT landscape.

Leadership 98

Leadership Culture Communication Exercises 98

Integrity Solutions

MAY 1, 2023

Being able to navigate relationships and social networks, influence people and manage your own emotions will have a direct impact on your productivity and sales success. Some salespeople assume it means being pushover, which they know can be the kiss of death in sales. So What is Emotional Intelligence in Sales?

Customer relationships 87

Customer relationships Sales Training Customers 87

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. I’ve seen several titles associated with this role – Account Manager (AM), Renewals Specialist, Customer Account Executive, Client Executive, etc.

Customer Success 71

Customer Success Sales eBook Resources 71

Forrester's Customer Insights

FEBRUARY 16, 2024

True story: Years ago, a Forrester revenue enablement customer meeting was unexpectedly joined by a new voice, an individual whose exact role was unclear to our team beyond “they’ve joined us to help up-level our B2B sales onboarding.”

Course 56

Course B2B Sales Meeting 56

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. Section 1: About the job As you introduce the concept of the role, include information about the company itself.

Examples 115

Examples Video Culture Customer Success 115

CSM Magazine

OCTOBER 26, 2023

This valuable information can then be utilized to develop customized training programs that address these gaps and equip employees with the required skills to excel in their roles. For instance, a company might use assessment software to evaluate how proficient its sales team is in handling customer objections.

Software 52

Software Training Leadership Employee Engagement 52

AWS Machine Learning

NOVEMBER 23, 2022

Until now, when you ran multiple data processing jobs on an EMR cluster, all the jobs used the same AWS Identity and Access Management (IAM) role for accessing data—namely, the cluster’s Amazon Elastic Compute Cloud (Amazon EC2) instance profile. Tina, a data scientist on the sales team. Solution overview.

Data 78

Data Policies Connections Resources 78

Gainsight

MARCH 12, 2024

But how do you get started in setting your CS team up to be a revenue-generating powerhouse? The CSM’s Role in Generating Leads At a surface level, the role of Customer Success is to deliver on customer’s desired outcomes while creating a great customer experience. How do you determine what revenue metrics your CSMs prioritise?

Customer Success 52

Customer Success ROI Metrics Sales 52

SmartKarrot

JUNE 20, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Liquid Web As a Customer Success Manager, you’ll ensure that customers receive more value from your offerings by engaging in onboarding activities. Promote customer retention and revenue growth within the current/assigned account base.

Customer Success 19

Customer Success Case Study ROI NPS 19

SmartKarrot

DECEMBER 5, 2022

Role: Senior Director, Customer Success Location: Remote, United States Organization: OneSpan As a Senior Director, Customer Success, you will build, lead and scale a growing customer success management team while ensuring an excellent customer experience and that outcomes meet the customer goals. Apply here: [link].

Customer Success 19

Customer Success Metrics Groups Sales 19

SmartKarrot

MAY 31, 2023

Role: Customer Success Manager Location: San Francisco, CA, United States (Remote) Organization: Fieldguide As a Customer Success Manager, you’ll recommend best practises to increase usage, adoption, and income, you will have a book of business where you are personally accountable to renew and extend accounts.

Customer Success 19

Customer Success Roadmap Consulting Customers 19

SmartKarrot

MAY 30, 2023

Role: Customer Success Executive Location: London, England, United Kingdom (On-site) Organization: Space32 As a Customer Success Executive, you’ll be a crucial member of our commercial team, whose primary goals are to qualify leads and convert inquiries from businesses searching for full- or part-time office space.

Customer Success 19

Customer Success Customer Satisfaction B2B Sales 19

SmartKarrot

APRIL 24, 2023

Role: VP Customer Success Location: Austin, TX, United States (Hybrid) Organization: Prospera Hospitality As a VP Customer Success, you’ll create and organise a powerful CS squad. Follow and report on important team metrics. Create frameworks and participation models that maximise team staffing and client involvement.

Customer Success 19

Customer Success Hospitality Conference Metrics 19

SmartKarrot

MARCH 31, 2023

Role: Customer Success Representative Location: New York, United States (On-site) Organization: RTM Business Group As a Customer Success Representative you’ll create and maintain connections with RTM’s top clients to aid in their ongoing success and expansion.

Customer Success 19

Customer Success Leadership Hotels Roadmap 19

SmartKarrot

JUNE 13, 2023

Role: Customer Success Manager Location: New York, NY, United States (Remote) Organization: Polar Analytics As a Customer Success Manager, you’ll have plenty of options in the future. Contribute to level 1 requests for the Care team. Apply here: [link] Role: Sr. Create tickets and conduct the initial investigation.

Customer Success 19

Customer Success Return on Investment Roadmap Measurement 19

SmartKarrot

MARCH 3, 2023

Role: Director of Enterprise Customer Success Location: San Diego, CA, United States (Remote) Organization: Drata As a Director of Enterprise Customer Success you’ll focus on creating, implementing, building, and leading the enterprise customer success strategy with our VP of Customer Success and senior team.

Customer Success 19

Customer Success Customer Journeys Roadmap Customers 19

SmartKarrot

MAY 17, 2023

Role: Customer Success Specialist Location: Illinois, United States (Hybrid) Organization: RedMane Technology LLC As a Customer Success Specialist, you’ll giving clients support and guidance using mCase. To help the platform team improve and guarantee customer pleasure, communicate the product team with client comments and requests.

Customer Success 19

Customer Success Customer Journeys Touchpoint Sales 19

SmartKarrot

MAY 18, 2023

Role: Customer Success Manager Location: Berlin, Germany (Remote) Organization: Canonical As a Customer Success Manager, you’ll familiarise new Canonical customers to our products and customer support procedures. Work together with sales and support to create and deliver engagement plans that achieve the goals of the client.

Customer Success 19

Customer Success Hospitality Touchpoint Sales 19

SmartKarrot

NOVEMBER 15, 2022

Role: Customer Success Manager Location: Cincinnati, OH (On-site) Organization: Motion Recruitment As a Customer Success Manager, you will own and efficiently manage multiple accounts, brands, and programs. Apply knowledge of company products and programs to provide strategic input to sales. Apply here: [link] .

Customer Success 19

Customer Success ROI Sales Customers 19

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Case Study Customer Journeys 19