Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Customer Success 93

Customer Success Communication Meeting Touchpoint 93

CustomerSuccessBox

DECEMBER 7, 2021

In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. It means it’s time for your business to adopt a digital-led Customer Success model! The aim should be to get enough information from those customers to turn them into your brand advocates.

Customer Success 52

Customer Success Management Resources Customers 52

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). Ashvin: Hello, Garin! It’s just like the 1960s.”

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

Gainsight

OCTOBER 7, 2022

That’s because when companies are looking to optimize the customer journey for conversion, renewal, and expansion, they achieve the best results when Customer Success and Product Development are working together. Customer Success then works with Product to develop a sophisticated system for engaging with customers.

Customer Journeys 52

Customer Journeys Analytics Sales Customer Success 52

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. The 7-point audit checklist for Customer Success software 1.

Software 52

Software Customer Success Net Promoter Score Exercises 52

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Amity

NOVEMBER 14, 2018

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. Let’s talk about where you need to start in order to avoid this from happening to your customers.

Sales 87

Sales Customer Success Tips Customer Journeys 87

ShepHyken

JANUARY 18, 2022

Thinking about how you can pinpoint which tools will allow you to best serve your customer base is mission-critical for growth-focused companies. Process: Have a living playbook and a CX journey map. This could be as simple as a one-page document that gives everybody in the team clarity on what the expectations are.

Average Handle Time 75

Average Handle Time Customer Journeys Sports Customer Experience Management 75

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

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Customer Success 19

Customer Success Training Touchpoint Policies 19

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

Gainsight

NOVEMBER 28, 2023

In just 18 months, MoveWorks expanded their Customer Success Manager (CSM) team from just 7 reps to over 25. Rapid Growth Meets Digital Customer Success But rapid growth comes with growing pains: Key customer data became siloed across multiple tools. Thus, Customer Success 2.0 Sound familiar?

Customer Retention 52

Customer Retention Self Service Omni-Channel Customer Success 52

ChurnZero

JULY 9, 2021

While the whole organization plays a role in defining customer fit, Customer Success is the one who’s forced to bear the brunt of a bad-fit customer’s unhappiness and frustration. In this article, we’ll cover: What’s an Ideal Customer Profile? In this article, we’ll cover: What’s an Ideal Customer Profile?

Customer Journeys 75

Customer Journeys Customer Success Sales Social Media 75

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.

Customer Success 19

Customer Success Management How To Customer Journeys 19

Totango

NOVEMBER 21, 2019

If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you. How to Track Customer Satisfaction with NPS . Customer satisfaction metrics keep an eye on how customers are responding to your initiatives and whether any customers need support.

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

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

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success e-support ROI Consulting 19

SmartKarrot

JULY 8, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Insurity As a Director of Customer Success, you will be responsible for the management of the customer success function for the US Market for the Geospatial Analytics Product Suite.

Customer Success 19

Customer Success Return on Investment Insurance Government 19

SmartKarrot

APRIL 26, 2022

Role: Director Customer Success – Lending Location: Charlotte, NC, US (On-site) Organization: Ally As a Director of Customer Success, you will establish robust feedback loops and communication channels (e.g., Slack, email, newsletters) with product and customers/customer-facing teams.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

Gainsight

AUGUST 26, 2022

This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. And for the next two days, we saw that not only do other SaaS executives agree, but they also have implemented processes to make the collaboration successful. .

Self Service 52

Self Service Customer Journeys Customer Success Roadmap 52

SmartKarrot

SEPTEMBER 24, 2021

Role: Customer Success Director Location: Remote, United States Organization: Brightcove As a Customer Success Director, you will drive retention and growth among the most valuable customers by understanding their business needs and helping them succeed.

Customer Success 19

Customer Success Multi-Channel Ecommerce Social Media 19

Gainsight

JUNE 18, 2020

Today I’m speaking with Janine Snead , IBM’s Chief Digital Officer, Vice President of Customer Success IBM Cloud and Cognitive Software. IBM has one of the largest product portfolios in the world, and I’m proud of how they’ve found a way to drive customer success across so many business units and products.

Customer Journeys 52

Customer Journeys Software Customer Success Tools 52

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 103

Customer Journeys Customer Success Net Promoter Score B2C 103

CustomerSuccessBox

DECEMBER 13, 2021

He’s one of the Top 100 Customer Success Strategists. SuccessHACKER is a Customer Success advisory firm focused on providing education, recruiting, and consulting to high-growth companies. Here, he talks about the steps to get a perfect customer onboarding. Additional Read: Customer Onboarding Framework.

Sales 52

Sales Tips Measurement Customers 52

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. Proactive indicators alert you to changes to customer accounts prior to human interactions. Create Customer Success Management Plans.

System 65

System How To Customer Success NPS 65

SmartKarrot

SEPTEMBER 9, 2021

Role: Global Director, Customer Success Location: Remote, London, England, United Kingdom Organization: MessageBird As a Global Director of Customer Success, you will define the vision, values, and KPIs to achieve customer success in alignment with the sales strategy.

Customer Success 18

Customer Success Leadership Sales Touchpoint 18

SmartKarrot

NOVEMBER 8, 2023

In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth.

Customer Success 10

Customer Success Customer relationships Communication Customer Journeys 10

Education Services Group

FEBRUARY 14, 2021

Now, how many would it take if you grow your customer base by 50%? After all, isn’t quickly acquiring new customers a primary goal for most software providers? But, once you’ve got them, the customer journey begins, and the transition through the onboarding process is critical. Would you like help?

Tools 52

Tools Software Engagement Video 52

CustomerSuccessBox

DECEMBER 1, 2021

Intelligent onboarding automation: Speeds up the process of onboarding new customers, regardless of the industry It dematerializes the corresponding workflows and Reduces latency between touchpoints throughout the customer journey. Results: you gain efficiency and you improve the satisfaction of your customers.

Tips 52

Tips CRM Customer Journeys Customers 52

Kustomer

DECEMBER 3, 2020

I’ve been 25 years in the customer service industry, along — in parallel with information technology. 20 year career at Oracle Corporation, where I was involved in technical support management, global customer programs, the like of customer satisfaction, customer success, and more. Gabe Larsen: (01:14).

Customer Satisfaction 85

Customer Satisfaction Customer Journeys Customers Customer Success 85

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. We should do twice as much for our existing customers, particularly product data insights.

Strategy 52

Strategy Self Service Trends Case Study 52

SmartKarrot

OCTOBER 10, 2023

Customer success has evolved significantly over the past decade. As businesses strive to provide unparalleled user experiences and support, personalizing your customer success playbooks has emerged as a pivotal strategy. Your playbook isn’t a static document; it’s an evolving process.

User Experience 10

User Experience Customer Success Tips Customer Experience 10

SmartKarrot

JULY 9, 2021

Role: Director of Customer Success Location: Minneapolis, MN, US Organization: Avenica As a Director of Customer Success, you will provide strategic oversight to the Talent Delivery Connect Team. Apply here: [link] Role: Head of Customer Success Location: New York, United States Organization: Riverside.fm

Customer Success 10

Customer Success Ecommerce Loyalty Customers 10