ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Why is Automation important to scale Customer Success? Especially if you’ve thousands of customers. Managing your customers and their success path as a SaaS company is a meticulous process.

Customer Success 52

Customer Success Poor Customer Service Resources Customers 52

CustomerSuccessBox

JULY 26, 2022

The position of Customer Success leader imposes specific responsibilities on the holder. Most of us face competition from both direct and new competitors, as well as other ways customers can spend their limited time and money. What objectives do customers desire that we do not provide? These are some of them.

Customer Success 52

Customer Success Metrics Feedback Measurement 52

ChurnZero

DECEMBER 11, 2020

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . The best investment your company can make is in its customers – and that means investing in Customer Success. . The ROI Argument .

Customer Success 59

Customer Success ROI CRM Software 59

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success ROI Sales Groups 64

Gainsight

APRIL 9, 2024

Many of the aspects of our customer community are tailored to help our customers get the support they need and also gain inspiration and knowledge from a broad network of Customer Success, Sales, Marketing, and Product professionals. We use the DEAR framework to measure if our customers are being successful.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Amity

MARCH 26, 2018

The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. In 2004, Salesforce came up with the Customer for Life program, and set the foundation for all of the reasons we are so focused on Customer Success today.

Customer Success 83

Customer Success Effort Score Customers Course 83

Gainsight

OCTOBER 31, 2018

“I can think of at least three customers that we lost because of this feature.”. And of course, the supposedly causal relationship that’s so accepted it’s almost never discussed: “Our sales target is going up, so obviously we need to hire more reps!”. How do we quantify the impact of Customer Success?”.

Customer Success 61

Customer Success ROI Sales Groups 61

Gainsight

MAY 6, 2020

This realization has caused many of our customers to declare “Thank God we have Gainsight right now!” [*actual customer quote]. Perhaps you have investigated Customer Success technology in the past but decided the timing was not right. Here are 3 reasons you’ll want to revisit CS technology right away: 1.

Technology 52

Technology Customer Success Effort Score Return on Investment 52

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.

Customer Success 59

Customer Success Company Management Roadmap 59

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

Education Services Group

JULY 7, 2020

These days, the hottest topic in Customer Success is the big “M” word – Monetization. But how do you go about monetizing Customer Success? Many companies are taking a learn as they go approach, testing the waters of charging customers for CS resources a little bit here, a little bit over there.

Customer Success 52

Customer Success Customers Customer Confidence ROI 52

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Customer Success 67

Customer Success Management Fashion System 67

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. These actionable points are powerful enough to turn around your CS business’s ROI! If you want to have a look at all the KPIs in one place, then check out The Ultimate Cheat Sheet to Customer Success. Yes, you heard that right!

Customer Success 59

Customer Success Metrics Measurement Tools 59

delighted

SEPTEMBER 8, 2021

Can you tell us how you got started in customer experience? I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. When I first started in customer service, I thought to myself, “This is my calling, this is what I love doing.” When I was in sales, revenue was King.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score Apparel 95

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. More importantly, how do you use the principles of customer success to drive that process? 1) ONBOARDING.

Customer Success 45

Customer Success Effort Score ROI Case Study 45

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Bob Stoneking, and Vineet Puri.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Metrics 52

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. More importantly, how do you use the principles of customer success to drive that process? 1) Onboarding.

Customer Success 40

Customer Success Effort Score ROI Case Study 40

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. Best Customer Success Certifications 2021.

Customer Success 22

Customer Success Course Training Customers 22

SmartKarrot

AUGUST 23, 2022

Role: Vice President, Customer Success Location: Washington, DC, US (On-site) Organization: Inspiration Mobility As a Vice President of Customer Success, you will be assisting to close new customer sales and overseeing customer onboarding to ensure a smooth and seamless process.

Customer Success 19

Customer Success Consulting Training ROI 19

Amity

MAY 12, 2017

Customer Success can be lonely, you often hear from your customers when they’re having issues, but when life is good, they seem to forget you’re even there. Well, here’s some good news, humblebragging is actually a good thing for your customer, and can be a driver of success. Demonstrate value.

Customer Success 54

Customer Success ROI Trends Report 54

Amity

FEBRUARY 9, 2016

We often encounter the question, " is there a way to measure how well my Customer Success Team is performing?" " After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. Do you have an up-to-date list of all your customers?

Customer Success 66

Customer Success Effort Score Measurement Report 66

Gainsight

AUGUST 20, 2020

I guess since I am the CEO of THE Customer Success company, that focus makes sense. I don’t know about your company, but a HUGE part of our sales at Gainsight is related to people at clients taking on new roles at prospects and bringing us along. Speaking of health scores, we, of course, use Gainsight Scorecards.

ROI 105

ROI Course Trends Customer Success 105

Amity

JANUARY 20, 2017

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Customer Success 48

Customer Success Management Fashion System 48

Gainsight

JUNE 13, 2019

If your marketing team provides product collateral or sales techniques in your partner portal you can easily see which partners are most engaged. Sales Certification: Providing training courses or certifications to your partner teams is a good way to get your channel up-to-speed on your product.

Strategy 68

Strategy Data ROI Metrics 68

SmartKarrot

SEPTEMBER 22, 2020

We chat a lot on the sales and marketing duo, but do you know what we don’t talk much about? The newbie alignment of sales and customer success. Of course, there was a time when it was just customer service and sales in the question. Can sales and customer success be friends? .

Sales 10

Sales Customer Success Net Promoter Score NPS 10

Gainsight

JUNE 9, 2021

What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Of course, my mind often drifts to a thought experiment…. Nearly every company in SaaS is “checking the box” on Customer Success in some way.

Comparison 59

Comparison ROI Analysis Customer Success 59

ClientSuccess

MARCH 15, 2017

There is nothing more frustrating for customers or for Customer Success Managers (CSMs) than a product that doesn’t produce results, or doesn’t have the buy-in it needs to be successful. 4 Product Challenges that Stop Long-Term Customer Success. Product Complexity. Product Buy-In.

Customer Success 40

Customer Success ROI Training eBook 40

Gainsight

JANUARY 17, 2020

A: We have a daily standup between our product, customer success, and support teams. We do this to make sure each day is organized around customer needs. They surface challenges and try to create a solution for the customer. Was this a promise we made to our customers?”

Feedback 117

Feedback Roadmap ROI Case Study 117

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. versus $0.63

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

CustomerSuccessBox

MARCH 25, 2022

Here they are; Customer Marketing Professional Services Customer Engagement Customer Adoption Account Management Customer Training Customer Success Teams Technologies. It is the cost spent on the retention of customers by the total active customers. Acquired number of customers.

Customer Retention 52

Customer Retention Metrics Customers Comparison 52

Gainsight

JULY 5, 2022

Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. Grasping the Reach of Customer Success. It’s about product-led growth.

Roadmap 59

Roadmap Return on Investment Customer Journeys Customer Success 59

Education Services Group

FEBRUARY 9, 2023

Of course, we found his speechifying exceedingly boring in biology class but weirdly the opposite out on the gridiron. Why is Customer Success generally the recipient of a smaller fraction of what those other organizations receive? And that, in a nutshell, is why Customer Success often finds itself in trouble.

Customer Success 52

Customer Success Leadership Social Media Exercises 52

Totango

JANUARY 7, 2020

Whatever your business needs, the following best practices will help you establish milestones that your customer success team can access as they coordinate meetings and set expectations. Best Practices for a Strong Customer Onboarding Workflow . Onboarding is about helping the customer to help themselves.

How To 72

How To Roadmap Meeting Customers 72