ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. If you weren’t able to attend the two full days, no worries, we have compiled our top ten favorite Customer Success takeaways for you here. . . Customer Success Around the Web.

Customer Success 59

Customer Success Conference Tips Metrics 59

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 63

Customer Success Case Study Social Media Conference 63

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 61

Customer Success Case Study Social Media Conference 61

SmartKarrot

NOVEMBER 14, 2022

Role: Director of Customer Success Location: Cambridge, MA, United States (On-site) Organization: Volta Labs, Inc. Establish both leading and lagging KPIs to enhance customer advocacy. Manage TAP in close collaboration with Product Development and Marketing, and report back to Senior Management and internal stakeholders.

Customer Success 19

Customer Success e-support Conference B2B 19

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Gainsight

MAY 3, 2023

The future of Customer Success (CS) is digital, but that doesn’t mean it can’t be beautifully simple. At Pulse 2023 , the largest conference in the Customer Success industry, we’re dedicating an entire track to unpacking Digital Customer Success (DCS): Digital Strategies to Help You Achieve More With Less.

Chief Customer Officer 52

Chief Customer Officer Self Service Conference Customer Success 52

SmartKarrot

JULY 27, 2022

Role: Director Customer Success Location: Remote, United States Organization: symplr As a Director of Customer Success, you will be responsible for providing leadership, mentoring, and professional development for customer success team members. Represent Branch at relevant regional conferences and events.

Customer Success 19

Customer Success Leadership Conference Sales 19

SmartKarrot

NOVEMBER 16, 2021

Role: VP of Customer Success Location: New York, NY, US Organization: HiredScore As a VP of Customer Success, you will drive Customer Success Outcomes from client launch through maturity. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.

Customer Success 19

Customer Success Conference Customer Satisfaction Travel 19

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Follow-up on support ticket escalations. Apply here: [link].

Customer Success 19

Customer Success Roadmap Conference Measurement 19

ClientSuccess

MAY 10, 2022

However, there is an additional metric used by customer success teams (and, more recently, proactive executive leadership teams) to calculate the value of a customer beyond just what is outlined in the initial contract: Customer Lifetime Value (CLV). Were any marketing initiatives discussed during the sales process?

How To 59

How To Metrics Case Study eBook 59

Gainsight

JANUARY 31, 2022

Introducing customer success both as a methodology and working practice into a business can be difficult. People don’t like change, even if the shift promises them success. People don’t like change, even if the shift promises them success. Enter Customer Success. The Story Begins.

Customer Success 95

Customer Success e-support Advertising Survey 95

Team Support

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 1 So, for to continue to flow, customers must continue to use your products. What’s next?

Effort Score 98

Effort Score B2B Customer Success Metrics 98

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Totango

MARCH 5, 2021

It’s an invaluable metric and, with this data in hand, you can spot any problems and work on keeping your customers satisfied in the long run. The Benefits of Improving Your Customer Retention Rate. Why is it important to improve your customer retention rate? Next, you can start focusing on making upsells and ensuring renewals.

Customer Retention 88

Customer Retention How To Net Promoter Score Effort Score 88

Gainsight

MARCH 15, 2023

With economic uncertainty in the air, SaaS and Customer Success teams want to be more efficient and build durable businesses that withstand the market. KC: Your customer base is your business’s best revenue engine and growth engine. With a digital-led approach, of course. Let’s talk action.

Strategy 52

Strategy Self Service Trends Case Study 52

SurveySensum

SEPTEMBER 6, 2023

These customers are not just happy; they are thrilled with your offering. Word-of-mouth marketing drives between 20%-50% of all purchasing decisions. Encourage Social Sharing: Request customers to share their thoughts on social media. Consider teaming up with happy clients for joint marketing. Not just that.

NPS 52

NPS Brands Social Media Net Promoter Score 52

Influitive

AUGUST 3, 2015

In the B2B software world, it’s a buyer’s market. The answer: social proof marketing. Social proof is the new marketing. However, sitting back and hoping your happiest customers will create a digital breadcrumb trail of glowing recommendations to lead prospects to your doorstep isn’t a great strategy.

B2B 66

B2B Report Social Media Marketing 66

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. There are even more functions beyond those, but the point is: customer success is still being defined. Below is a preview of how the team at InVision defines customer success. Monday is that day for me.

Customer Success 48

Customer Success Management Roadmap Training 48

Gainsight

APRIL 8, 2021

Just like your provider of choice, Gainsight’s Pulse Everywhere 2021 has something for everyone—whether you work in customer success, success operations, or product management. If you are new to Customer Success, first up, we have ‘ Simplifying Customer Success.’ Let’s dig into the sessions!

Roadmap 59

Roadmap Customer Success Conference Sales 59

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

ChurnZero

JANUARY 24, 2022

If your company can understand those motivations, you can market and sell your products with those targets in mind. One of the biggest benefits for your business of running a subscription-based service is recurring billing. Without a customer base, there is no revenue, and if there’s no revenue, there’s no business.

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Not everybody in the company will understand customer success because it’s a buzz word. We have a community now that we didn’t have before, which is great.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Playvox

SEPTEMBER 14, 2022

But over time, customer sentiment analysis driven by artificial intelligence (AI) will learn to better interpret the language your customer base is using to describe their experience. So your support center can measure customer opinions no matter what words they use. Heading to the 2022 QATC Annual Conference ?

Analysis 79

Analysis Social Media Contact Center Effort Score 79

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. Visibility to gain a common view of the customer. How to find pockets of expansion in your customer base.

Roadmap 59

Roadmap ROI NPS Customer Success 59

SmartKarrot

MAY 1, 2020

Role: Customer Success Manager- Southern Europe Location: Paris, France Organization: Seismic Seismic is looking for an experienced Customer Success Manager who can own current customer relationships and are trusted advisors for client stakeholders. Apply here: [link].

Customer Success 10

Customer Success Net Promoter Score Conference NPS 10

Gainsight

MARCH 29, 2019

I don’t claim that the techniques we’re inventing and honing in the Customer Success Movement are on the same scale of significance as calculus or the laws of thermodynamics, but I do believe what we’re creating together is significant in its own way. Successfully charging for customer success.

Metrics 55

Metrics Customer Success eBook Innovation 55

Team HGS

AUGUST 13, 2019

There are many reasons I’m lucky to live in New York City, including the fact that it’s where many companies hold conferences. The conference panel was moderated by Melissa O'Brien, Research Vice President Customer Engagement, HFS Research , with panelists: . Michael Truett, Head of Customer Success and Engagement, Newsela.

Management 40

Management Conference Average Handle Time Contact Center 40

ChurnZero

JANUARY 24, 2022

If your company can understand those motivations, you can market and sell your products with those targets in mind. Release New Benefits, Increase Value One of the biggest benefits for your business of running a subscription-based service is recurring billing. She might be hoping to feel more professional, or more trendy.

Customer Centricity 52

Customer Centricity Strategy How To Sales 52

ChurnZero

JANUARY 24, 2022

If your company can understand those motivations, you can market and sell your products with those targets in mind. One of the biggest benefits for your business of running a subscription-based service is recurring billing. Without a customer base, there is no revenue, and if there’s no revenue, there’s no business.

Customer Centricity 52

Customer Centricity Strategy How To Customers 52

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. Strategy 3: Customer Benchmarking using Vendor Surveys.

Strategy 48

Strategy Analysis Metrics Software 48

Gainsight

OCTOBER 7, 2019

Customer success has taken the business world by storm, and not just in tech and SaaS. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. Companies are investing more in customer success.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13