10 Ways to Improve your Customer Success Strategy

Kayako

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Are you still onboarding every user/customer with a web-call?

6 Customer Success Mistakes that Leaders make

CustomerSuccessBox

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. First of all customer success is a long term game. Making the Customer Support team do Customer Success.

Five Tips for Building a Customer Success Team

Totango

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.

Advocacy: Definition for Customer Success

CSM Practice

t not only make it, but does it in a way that makes their customers super successful in the process. ng new customers thr?ugh In the customer success word we use the term “advocate” to define a customer who t?lk? things a customer success manager ??n

Customer Success for Service Companies

CSM Practice

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. Client Success Approach for Small Companies.

Segmenting Your Customer Base to Scale

Amity

As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model.

Customer Success Performance Indicator

CSM Practice

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™.

Customer Success Performance Indicators

CSM Practice

. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream.

Customer Training: The Secret to Scale in Customer Success

CSM Practice

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.

Launching Customer Success in Early-stage Startups – Should Founders Bother?!

CSM Practice

There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial to monitor and ensure customer success in relation to your business.

Customer Training: The Secret to Scale in Customer Success

CSM Practice

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.

How Low Can You Go?! Customer Success for Your SMB Segment

CSM Practice

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. Scaling sales capability with customer success.

Customer Success Metrics

Amity

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Customer Success Metrics—4 Categories to Measure Customer Success Performance

ClientSuccess

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. In this blog, I will cover the 4 high-level categories of customer success metrics.

Pillars of Customer Success

Amity

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Customer Success Management. Customer Experience.

Tools to Support Your Growing Customer Base

Amity

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful.

Scaling Customer Success: Technology vs. Headcount

natero

Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls upon a team of one. As the customer base grows, this team of one will need to figure out how to scale their role — and do so quickly.

What Are the Important Customer Success Metrics

Amity

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection.

The Vital Role of Customer Success Operations

Totango

Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a VP of Customer Success, it is time to go beyond defining strategy and start ensuring the execution of your strategy across the organization. Quick Summary of Customer Success KPIs.

How can Customer Segmentation drive Customer Success?

CustomerSuccessBox

Customer segmentation has become vital to provide a holistic customer experience. When a company is small (< 100 customers) and is setting up the customer success practice, customer segmentation may not seem that important. All customers are not equal.

The Best Customer Success Articles of 2017

Amity

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. How to Get a Hold of Your MIA Customers.

Inside Customer Success: Achievers

Amity

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. How did you get started in Customer Success and what was your path into your current role?

Inside Customer Success: Vend

Amity

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. How is Customer Success structured at Vend?

Inside Customer Success: LinkedIn

Amity

Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years.

Charging for Customer Success Services | How to develop your monetized services strategy without increasing churn

CSM Practice

Customer Success is key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies readily provide customer success related services for free, especially at an early stage when every customer counts the most.

How to scale your customer success teams

CSM Practice

Watch this YouTube video for a quick recap of this blog: Scaling Customer Success for the strategic client segment. So first, let’s start with how can you scale a high-touch enablement model, meaning a strategic customer success team.

Inside Customer Success: HelloSign

Amity

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. To me, success means effortless.

5 Sales to Customer Success Handoff Tips

Amity

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. Path for self-serve customers.

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The Importance of Customer Success for SaaS Companies

TeamSupport

But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.

Inside Customer Success: Moz

Amity

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. I also set the strategy, position, and direction of Customer Success here at Moz.

Inside Customer Success: Uber Eats

Amity

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future.

How To Use Automation For Customer Success

Amity

Customer Success Managers have so much to offer, and there’s no limit to what they can do. The more domain expertise they gain, the more they create and deliver value to their customers and become long-term strategic partners. What’s the point of automation?

The Basic Formula for Creating a Metric for Customer Success

Kapta

There are a lot of intangible factors in key account management, your customer’s idea for success or failure being one of them. When you can practically guarantee success and overdeliver time and time again, then it becomes harder and harder for them not to renew every year.

5 Challenges to Proactive Customer Success

Amity

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. Fast forward to today, every SaaS company has a Customer Success team of some flavour.

All About the Customer Success Performance Indicator

CSM Practice

All About the Customer Success Performance Indicator . As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better. The Customer Success Performance Index™.

Easy Customer Success Playbooks You Can Automate

CSM Practice

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers.

Top 5 Qualities of a Great Customer Success Manager

Amity

The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be.

3 Psychological Tips For Epic Customer Success

Wootric

While Customer Success may be a newer function than sales, it’s only growing in popularity. For those who don’t know what Customer Success is, it is the way businesses ensure customers are using their product or service to achieve their desired outcome. Success

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The Vocabulary of Customer Success: a Language of Love

Amity

Customer Success Managers, no less assertive on our mission, take a subtler approach to reaching goals—goals just as vital to the success of the company as the initial sale. That first login is arguably the most pivotal moment in customer adoption.

[VIDEO] Astea Customer Success Story – Instron

Astea

See how manufacturing industry leader tackled customer relations and service gaps to create a seamless workflow. When customers such as US Steel, GM, Ford and Becton Dickinson rely on you for service, it’s pivotal to have the most dynamic and comprehensive field service management (FSM) software on the market. The lack of transparency between management, sales and service technicians led to ineffective communication with customers and inability to tailor to their needs.

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