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SEPTEMBER 19, 2018

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. Customer success management is the next layer on the top of a successful customer support team.

Customer Success 106

Customer Success Strategy Management CRM 106

Bob Hayes

FEBRUARY 5, 2018

predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., Customer Success. identify naturally occurring groups (cluster). Click image to enlarge.

Customer Success 82

Customer Success Data Analytics Customer relationships 82

Education Services Group

MAY 13, 2020

Tying Customer Success to your company’s strategic growth (aka revenue) can be tricky to maneuver. Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. These groups would respond more reactively to their customers’ needs.

Customer Success 52

Customer Success Sales Leadership Customer relationships 52

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. I’m your Customer Success Manager.”

Customer Success 98

Customer Success Effort Score Self Service Tools 98

Totango

OCTOBER 29, 2019

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. 1: Recruit the Right People.

Customer Success 61

Customer Success Tips Feedback Customers 61

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Customer Success hasn’t been around for nearly as long as we tend to think.

Industry 82

Industry Customer Success Tips Customer Centricity 82

BirdEye

AUGUST 24, 2023

2 – Current customers are more likely to buy from you And that brings us to our next point. Your customer base is likelier to purchase from you because they already know and trust your brand. A loyal customer spends about 67% more about three years into their customer journey.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

SmartKarrot

APRIL 19, 2023

In order to reduce negative effects on customer happiness, operational efficiency, and scale, assist in identifying, prioritising, communicating, and driving resolution of essential issues and hazards. Creating and maintaining playbooks for the Onboarding, Adoption, Renewal, and Expansion phases of the customer experience.

Customer Success 19

Customer Success Case Study Financial Customers 19

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

Customer Success 19

Customer Success Customer Retention Fashion Culture 19

Amity

SEPTEMBER 7, 2016

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years.

Customer Success 0

Customer Success Groups Customers Metrics 0

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

OCTOBER 17, 2022

Role: Customer Success Director Location: Remote, United States Organization: Vonage As a Customer Success Director, you will maintain a portfolio of accounts with low churn, high adoption, and high health scores. Collaborate cross-functionally to extend the reach and capability of the Customer Success team.

Customer Success 19

Customer Success Retail Case Study Roadmap 19

Bob Hayes

FEBRUARY 5, 2018

predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., Customer Success. identify naturally occurring groups (cluster). Click image to enlarge.

Customer Success 44

Customer Success Data Analytics Customer relationships 44

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Own the resolution process ensuring you exceed customer expectations.

Customer Success 19

Customer Success Self Service Effort Score Customers 19

SmartKarrot

NOVEMBER 2, 2022

Role: SVP, Customer Success Location: Atlanta, GA, US (Hybrid) Organization: Cardlytics As an SVP of Customer Success, you will lead and scale an inclusive, world-class, multi-discipline services organization – driving vision, growth strategy, and execution.

Customer Success 19

Customer Success Self Service Multi-Channel Social Media 19

Education Services Group

OCTOBER 4, 2022

But I still see far too many Customer Success leaders (yes, even smart ones!) Be sure you’re making a real distinction between segmentation and tiering in your Customer Success strategy. Number one and number two in the Customer Success Maturity Model. Don’t be silly!” Then, I’m relieved.

Customer Success 52

Customer Success Financial Strategy Exercises 52

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

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

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. I’m your Customer Success Manager.”

Customer Success 52

Customer Success Effort Score Self Service Tools 52

Natalie Petouhof

AUGUST 18, 2015

There is a mobile customer relationship management company that is scaling fast. Grant’s experience working with Enterprise and Mobile industries will help solidify Helpshift’s customer base and triumphs in the market. Intact, it has increased its revenues by 500% since their series A funding of $10M last year.

Customer Relationship Management 40

Customer Relationship Management CRM Customer relationships Management 40

Education Services Group

JANUARY 18, 2022

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line. Now, there’s much debate about how to really measure Customer Success performance. Customer Health Scores?

Metrics 52

Metrics Customer Success Effort Score Leadership 52

Retently

MARCH 10, 2022

Some companies experience a massive churn rate and have to fight for every customer. There is also a third group of businesses that will continue to grow in spite of a high customer churn because of the impressive revenue generated by existing clients. Customer Success and Churn.

Self Service 148

Self Service e-support Poor Customer Service Customer Success 148

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Metrics Sales 0

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. This way the CSM is aware of all promises, discussions, and even internal political issues before they even meet the customer.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

OCTOBER 17, 2018

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. I love that; as our clients are successful, we’re successful.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

ClearAction

NOVEMBER 16, 2023

We closed the loop with our entire customer base by sending a letter from the senior leadership team outlining the top 3 issues from our annual customer relationship survey with a promise to send a progress report within a certain number of months. This is a much smarter and vastly less expensive way to run your business!

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

Customer Success 48

Customer Success Culture Customers Meeting 48

ClearAction

JULY 23, 2023

You may also have sales operations, revenue operations, and marketing operations teams who are committed to efficiency, effectiveness, and silo-smoothing for customers and touch-points. Your CRM (customer relationship management) system is typically used by all of these parties. Build from these strengths.

Government 62

Government B2B Customer Experience Customer Journeys 62

Totango

JUNE 26, 2020

High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue. However, there are ways to reduce COVID-19’s effect on customer churn. What Customer Success Can Do. Now is the time to lean on your Customer Success team. Be Flexible.

Customer Retention 92

Customer Retention Telecommunications Communication Customer Success 92

Totango

MARCH 5, 2021

You can test a retention idea on a small sample group before implementing it with your entire customer base. Fifth , by tracking and improving your CRR, you can optimize customized retention strategies for different segments of your customer base.

Customer Retention 86

Customer Retention How To Net Promoter Score Effort Score 86

Gainsight

FEBRUARY 28, 2023

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. Along with the renewed emphasis on customer success comes massive expectations for CS teams to produce results. Based on engagement from our customers and users, they would agree.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Customer-facing roles communicate or deliver value.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Totango

SEPTEMBER 11, 2020

After all, as the old adage goes, “The customer is always right.” However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .

Customer Engagement 81

Customer Engagement Engagement Data Software 81

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? They are the lifeblood of your brand.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

SmartKarrot

MARCH 22, 2021

Role: Director of Customer Success Location: Remote, New York City Metropolitan Area, US Organization: Eulerity As a Director of Customer Success, you will manage the Customer Success Team to ensure proper client assignments, data-driven insight, and continuing optimal service quality.

Customer Success 10

Customer Success Case Study Leadership Customers 10

SmartKarrot

JULY 21, 2020

Role: Senior Customer Success Manager Location: Atlanta, US Organization: Alfresco CSM plays a key role in creating a centre of excellence around the client experience that ensures strong client relationships and retention. Drive Customer Success, retention, foster account growth and promote advocacy within your customer base.

Customer Success 10

Customer Success Groups Customer Satisfaction Customers 10

SmartKarrot

APRIL 19, 2021

Role: Director, Customer Experience (CX) Location: Austin, TX, US Organization: Dover Fueling Solutions As a Director of Customer Experience, you will conduct market research and competitive analysis to develop a CX strategy and initiatives roadmap that drives differentiation.

Customer Success 10

Customer Success Roadmap Analysis Customers 10