Gainsight

APRIL 10, 2023

There’s no doubt that customer success (CS) has become existential to SaaS. But companies can no longer continue with the old ways of running CS for three primary reasons: Investors are asking to improve margins while also improving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

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Customer Success Self Service Multi-Channel Effort Score 59

ChurnZero

JULY 6, 2021

Scott plays a central role in providing best-in-class services to ChurnZero’s rapidly expanding customer base by giving product guidance and investigating and helping to resolve product issues. . Transitioning to a CS Ops Function – Find out how to go about setting up a Customer Success Operations role at your organization. .

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Meeting Tips Customer Success Customers 98

ChurnZero

OCTOBER 15, 2021

The rising prominence of Customer Success is the result of it being the central business driver of growth and profit. As a CS leader, you should be ready to explain and back up your NRR. But for this mutually beneficial relationship to happen, there needs to be a mindset shift among CS leaders. NRR is your friend. But be weary.

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Customer Success Metrics Customers Trends 97

Kustomer

AUGUST 26, 2021

If you don’t mind me saying, please, please try to be nice to your CX and CS leaders. During this conversation that I referenced previously, the ops manager was, might be a little strong, but borderline, verbally abusive. Now look at ops leaders. I know that’s maybe too… It was inappropriate.

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System Customer Journeys Tips Customer Service 98

Gainsight

MAY 13, 2020

CS and Product teams worked together to pivot the roadmap and new inputs were used to calculate the post-COVID-19 health score resulting in a 1% decrease in churn and an increase of 20 points in NPS scores. The natural answer for this ‘Gainster for life’ was Gainsight!

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Roadmap ROI NPS Customer Success 59

Amity

MARCH 13, 2017

If you’re using a CS operations system , consider creating an email campaign to send out to all clients who are not using the new feature yet. The easiest way to get access to usage data is hiring a consultant that would help you move all your data to a centralized database (ideally, your customer success software).

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Consulting System Customer Success Training 57

Gainsight

MARCH 19, 2020

Definitely invite someone from CS. Once that data is centralized, you can share reports with your Product peer that visualizes feature requests in different ways. Sales Ops is slammed with deal desk, implementing improvements to CPQ, writing new reports, etc. Want to have a beer with someone after work? Account value.

Sales 59

Sales Case Study Strategy Exercises 59

Gainsight

MARCH 9, 2020

Definitely invite someone from CS. Once that data is centralized, you can share reports with your Product peer that visualizes feature requests in different ways. Sales Ops is slammed with deal desk, implementing improvements to CPQ, writing new reports, etc. Want to have a beer with someone after work? Account value.

Sales 52

Sales Case Study Strategy Exercises 52

CSM Practice

MARCH 13, 2017

If you’re using a CS operations system , consider creating an email campaign to send out to all clients who are not using the new feature yet. Sending this email from your CS operations system will allow you to make the email look like it’s sent from you directly (versus a general email address such as customersuccess@yourcompany.com ).

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Customer Success Consulting System Training 49

Wootric CX Blog

MARCH 1, 2020

We’ve seen a variety of people succeed, from Senior Sales Ops employees to Customer Success leaders, to Product Marketing people. . Integrate each customer experience outcome to Salesforce in real-time (and later to your CS platform). Once you find that person, everything else will fall into place. Good candidates for your Chosen One.

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Effort Score Roadmap Touchpoint Analysis 52

SmartKarrot

FEBRUARY 7, 2022

However, it is never easy to set up the structure and assign duties for CS operations. Let’s now look at the definition of CS operations. What is CS Operations? Customer success operations (or CS Ops) refers to the role, activities, and processes that help the customer success organization run more effectively and efficiently.

Customer Success 10

Customer Success Software Report Customer Journeys 10

SmartKarrot

JUNE 9, 2021

A data-driven customer success program is one that shows a holistic view of the customer by collecting information across various data points and centrally storing them to induce insights. Data-driven CS companies also see an increased spend over time due to tracking where growth can occur for clients in the customer lifetime.

Customer Success 10

Customer Success Data Net Promoter Score Effort Score 10

Gainsight

SEPTEMBER 14, 2022

We’ve seen the results of customer success (CS) powered by Community initiatives and knew it was important to highlight. For the longest time, Community programs were viewed as a way for Support or CS teams to alleviate some of the pressure of incoming tickets and questions from customers. . And that’s not without reason!

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Self Service Metrics Customer Success Roadmap 52

Gainsight

SEPTEMBER 7, 2023

Check out what our customers have to say on G2 about how they leveraged the Gainsight platform to centralize their customer data, transform their Customer Success (CS) operations, and drive value for their customers. Here’s a snapshot of what our customers are currently saying about Gainsight CS. has to say about Gainsight CS.

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Customer Success Software Data Industry 52

ChurnZero

SEPTEMBER 30, 2021

While more and more CS leaders are catching onto the value of having Customer Success Operations, they still face challenges in both convincing the C-suite of its need and finding qualified people to lead the function. How do I position CS Operations for budget approval? What influence does CS Operations have on growth modeling?

Customer Success 52

Customer Success How To Effort Score Sales 52

ChurnZero

JULY 2, 2021

In the section below, we’ll discuss the implications of having a central focus on each of these metrics. Customer segmentation should be a high priority and central to your strategy. Questions of whether these supporting functions deliver great customers becomes a central focus. Customer Success Around the Web.

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Customer Retention Metrics Chief Customer Officer Tips 97

Gainsight

MAY 20, 2020

Nominated by: Edgar Ramirez Vilchez, Director of CS Ops and Wendy Erdely, Director, Client Success . This program could not have been successful without the commitment and support of Unit leadership, Gainsight admins, and the centralized SABA Transformation (Operations) Team working in stride together.

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Leadership Customer Success Groups Management 98

Gainsight

NOVEMBER 16, 2020

Despite the importance of renewals in business growth, many companies and teams struggle with a few key challenges–lack of visibility into the renewal book of business, siloed data, and disconnected workflows between Sales and CS teams. . The lack of visibility causes teams to miss a centralized view of their renewal book of business.

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Management CRM Chief Customer Officer Sales 52

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. How do you centralize all of that? These should be very in sync.

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Metrics How To Effort Score Self Service 98

Gainsight

SEPTEMBER 1, 2021

We did this by centralizing all of your most important customer insights, engagements and to-dos all into a single view. Now, you don’t have to put in a request with CS Ops to build out a custom report or view. Want to see your highest-priority tasks alongside your customer insights? You got it. There’s so much more to come.

Customer Success 52

Customer Success Customer Insights Software Tools 52

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. How do you centralize all of that? These should be very in sync.

Metrics 52

Metrics How To Effort Score Self Service 52

Gainsight

JUNE 10, 2021

The daily tracks Gainsight presented are filled with some of the best that CS has to offer. From major players in the field such as Delphix and ADP to Okta, Lumen, and Glint, get ready to hear about Customer Success Operations, CS at Scale, CS Strategy, Human First Customer Success, and Product Experience. Daily Tracks.

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Metrics Customer Success Customer Journeys Measurement 52

Gainsight

JULY 21, 2022

Leading customer success (CS) organizations use data to drive strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their subscription. . You can use CS technology to then layer on survey data and AI-generated customer experience analysis. The center of your customer ecosystem is CS.

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Trends Customer Success Self Service Data 59