3 Interview Tips for Hiring Customer Success Managers

CSM Practice

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Give your Customer Success candidate a scenario that is not straight forward to think about.

Customer Success and Sales: How They Work Together

Totango

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business.

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7 Customer Success Team Goals for Your Enterprise in 2019-2020

Totango

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results?

Customer Success Tech Maturity Model

CustomerSuccessBox

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. So this got me thinking about what should be the Customer Success Tech Maturity Model.

How to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.

Launching Customer Success in Early-stage Startups – Should Founders Bother?!

CSM Practice

There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial to monitor and ensure customer success in relation to your business.

Productivity Tips For Customer Success Teams – PART 2

CSM Practice

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). When documenting your customer success playbooks, I recommend starting by documenting your recyclables. Success Plan.

Top 5 Qualities of a Great Customer Success Manager

Amity

The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be. Strong Communicator.

Centralized Customer Communications

natero

Today, customers interact with vendors in a variety of ways across many different channels. While this new era of communication is great for the customer, it can pose a significant challenge for Customer Success Managers (CSMs) who must keep up and stay in sync with their entire portfolio of accounts. To save CSMs time, Natero collects and organizes customer emails, chats, meetings, support tickets, and notes in one central place.

Key Account Management = Strategic Customer Success

Kapta

What account management style does your organization use? If you’re like most of the companies filling the B2B space, chances are you’re all about Customer Success. Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. By aligning your definition of success with your client’s, then you’re both striving for the same goal. Actions Drive Success. Communication is Key.

Battle Scars and Lessons Learned in Implementing Customer Success Systems

CSM Practice

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured.

Social Communication is not ever Permission to Sell

One Millimeter Mindset

Social communication etiquette is going over the top. In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees.

Exploring the Differences Between a Customer Success Manager and Account Manager

ClientSuccess

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different.

19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers

ClientSuccess

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.

How Customer Success Managers Can Avoid Dysfunction Within Startups

Amity

This issue is particularly relevant to customer success managers. Their job naturally involves working with various departments and teams to maintain strong relationships with customers. Frequent communication boosts engagement. [image: [link].

Inside Customer Success: Typeform

Amity

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. Success is very subjective.

Inside Customer Success: Jobber

Amity

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. The main challenge has to be communication.

What To Look For When Hiring a Customer Success Manager

Amity

I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. 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.

Conflict Resolution Tips for Customer Success Managers

Amity

We’ve all been there, the situations in which ‘the customer is always right’ Dealing with difficult customers can certainly be challenging, and you aren’t always going to see eye-to-eye with your customers. Allow your customers to vent.

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B2B Customer Success and Customer Relationship Management

TeamSupport

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important.

B2B Customer Success and Customer Relationship Management

TeamSupport

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important.

Customer Success Management in SaaS – LiveChat Team Strategy

LiveChat

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Why You Need a Customer Success Strategy.

Inside Customer Success: Loopio

Amity

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. How did you get started in Customer Success, and how has your path led you to your current role?

The Customer Success Manager: The Essential Link Between Sales and Support

Kayako

A lot has been written about the sales journey and the role a good support team has in keeping customers happy. But there’s one part we don’t hear as much about, and that’s the vital role played by a customer success manager. What is a customer success manager?

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Charging for Customer Success Services | How to develop your monetized services strategy without increasing churn

CSM Practice

Customer Success is key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies readily provide customer success related services for free, especially at an early stage when every customer counts the most.

7 Customer Success Mentors Share Ways to Improve “Customer Success as a Culture”

ClientSuccess

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.

How to scale your customer success teams

CSM Practice

Watch this YouTube video for a quick recap of this blog: Scaling Customer Success for the strategic client segment. So first, let’s start with how can you scale a high-touch enablement model, meaning a strategic customer success team.

3 Steps to Increase Your Customer Success Budget

CSM Practice

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers.

CSM from the Trenches: Frontline – Shannon Kenedy, Customer Success Manager, Game Plan

ClientSuccess

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.

Inside Customer Success: Achievers

Amity

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. How did you get started in Customer Success and what was your path into your current role?

9 Essential Tips for Winning at Customer Success

ProProfs Chat

Technology has changed communication norms for good. Thanks to its combination with the internet, there are no limits for communication. This created new needs, desires, and expectations, and this has led to a different customer-brand relationship as well. Customer Support

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When Customer Success Becomes a Silo

Amity

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. Ask yourself, is it easy for customers to pay you?

Differences between Key Account Management and Customer Success

Kapta

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. But, the way each of these goals is accomplished, the focus of the goals, and how success is measured will vary based on which strategy you implement.

5 Sales to Customer Success Handoff Tips

Amity

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. Create a consistent internal communication process.

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Inside Customer Success: test IO

Amity

By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Implementing Customer Success Management has revolutionized the way test IO relates to its customers and builds relationships.

Inside Customer Success: Vend

Amity

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. How is Customer Success structured at Vend?

Inside Customer Success: LinkedIn

Amity

Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years.