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? But of course, you’re far from alone in feeling this way. I have a few tips to help you drive customer success software adoption that sticks.

Software 52

Software Customer Success How To CRM 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Amity

FEBRUARY 6, 2019

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. Is there a way to “test” them to see if they have the right skill set? Communication.

Customer Success 71

Customer Success Management Chief Customer Officer Course 71

ChurnZero

DECEMBER 27, 2019

Is the onslaught of support tickets, emails, and customer complaints forcing you to live in a constant state of reaction? 5 Tips f or Dealing with An Angry Customer (The Right Way!) . Mitigation starts with an acute self-awareness of your initial reaction to a customer’s concerns. You’re not alone.

e-support 64

e-support eBook Chief Customer Officer B2B 64

Amity

JUNE 3, 2016

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. Is there a way to “test” them to see if they have the right skill set? Communication.

Customer Success 68

Customer Success Management Chief Customer Officer Course 68

ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. It’s the amount of revenue your business will make from a customer over their average lifetime as a customer. It begins the first time a customer interacts with your brand.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

Wootric CX Blog

JULY 15, 2020

Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric. However, learning how many companies drive strategic action on behalf of the customer in the following way, was eye-opening: Collect customer feedback in a central repository (NPS, sales feedback, CS feedback, etc. —

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NPS B2B Net Promoter Score Effort Score 69

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. Tip: the optimal presentation length is 18 to 20 minutes.).

e-support 53

e-support Tips Chief Customer Officer Software 53

Amity

MAY 27, 2014

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 – did you know that there are over 16,000 today? What should I be looking for? Best regards, From a SaaS in need of saving!

Customer Success 48

Customer Success How To Chief Customer Officer Course 48

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We know this to be true in our own jobs, so why wouldn’t we want the same for our customers?

Strategy 64

Strategy Marketing Case Study Effort Score 64

CustomerSuccessBox

JUNE 7, 2022

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. The other thing of course is throughout the journey. And then of course, not hearing certain things anymore or hearing new things that indicate, oh, there might be an issue here.

Management 52

Management How To Strategy NPS 52

SmartKarrot

JUNE 10, 2020

In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. This is one of the most followed blogs on Customer Success. This blog is mainly focused on career building tips along with latest CS insights from the industry. #4 5 Enlightened Customers.

Resources 10

Resources Customer Success Chief Customer Officer Course 10

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. Amity: You were a pioneer in the Customer Success – how did you break ground?

Customer Success 48

Customer Success Chief Customer Officer Financial Sales 48

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Absolutely.

Management 52

Management How To Effort Score Customer Success 52

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Irit Eizips: (01:16) If you look at the industries and all the businesses dealing with customers, everybody is affected very differently.

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How To Customers Communication Customer Success 98

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

SmartKarrot

OCTOBER 7, 2020

This helps them achieve more from your product and they would be happy to help you expand your business through more sales. Customer success is the new growth engine that ideally allows your existing customers to sustain and grow your business without even the need of new customers. 2 Identify Customer’s Goals.

Customer Success 10

Customer Success How To Roadmap Net Promoter Score 10

Gainsight

SEPTEMBER 24, 2019

Because of the “random” nature of sponsor change, it’s the most difficult customer risk to prepare for and it’s the one I see so many organizations struggle with. I hope to change that in this post with these six practical tips. Tip: Codify your sponsor change playbook and automate it as much as possible.

Tips 12

Tips Chief Customer Officer B2B Meeting 12

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. We’ve got 68 customers in onboarding right now.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. We’ve got 68 customers in onboarding right now.

Metrics 52

Metrics How To Effort Score Self Service 52

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. A: I can’t tell you how important a Customer Success Operations role is. Can you imagine a Sales Manager setting up your Salesforce? That would be a disaster.

Customer Success 72

Customer Success Strategy eBook Chief Customer Officer 72

Ian Williams

MARCH 19, 2020

Now if you look at customer experience as an alternative business model, then you can start to look at the commercial value you can drive. You’re looking at shortening the sales cycle. Ian: We’re going slightly off course, but it’s fine, there’s not a problem, because I think we’ve got to have a conversation.

Leadership 52

Leadership Consulting Financial Video 52