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

ClientSuccess

MARCH 8, 2023

This will make the customer feel valued and show that you take their concerns seriously. Get straight to the point and tell the customer what you do to address their issue. Don’t use too much jargon or technical language the customer may not understand. Show gratitude Finally, it’s important to show gratitude.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles.

Customer Success 97

Customer Success Training Customers ROI 97

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 98

Customer Retention Software Customer Success CRM 98

Gainsight

JULY 11, 2022

A lot’s changed since my last interview with McKinsey on Net Retention and Customer Success. Recently, I spoke with one of McKinsey’s partners, Sid Tandon , about Customer Success’ role as a lifeline for SaaS in the economic downturn. In a recession, new sales will decline. The new valuations are closer to normal.

Customer Base 59

Customer Base Effort Score Sales Financial 59

Gainsight

MARCH 30, 2023

Originally published June 2, 2022 By Brian LaFaille, former Global Head of CS Strategic Programs at Looker Digital Customer Success is for everyone. We caught up with Brian LaFaille, former Global Head of Customer Success Strategic Programs at Looker, to get his take on segmentation and how they score customers at Looker.

Customer Success 52

Customer Success Customers System Sales 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

Listen to "Customer Success as a Revenue Driver" on Spreaker. About the episode How do you define a strong customer success mindset and what are the benefits? The discussion also touches on the challenges of adopting a customer-first mindset and the significance of digital tools in enhancing customer success efforts.

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Education Services Group

FEBRUARY 26, 2023

Customer Success leaders have a lot in common with rockstars. customers). It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. Putting on a CS roadshow is particularly critical in the early stages of Customer Success.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. So, how do you do this?

Customer Success 97

Customer Success Net Promoter Score Effort Score How To 97

ChurnZero

MARCH 9, 2023

Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job. said customer relationship management (CRM); 65.9%

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Here’s what they achieved, and how they did it.

Meeting 52

Meeting Customer Success NPS Effort Score 52

delighted

FEBRUARY 16, 2023

Customers have more options than ever, and a strong customer success program can make you stand out among competitors. Companies that consider the question “what is customer success?” – and work to anticipate and solve customer problems – will set themselves apart.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

Totango

NOVEMBER 25, 2020

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. What is Customer 360? . Customer 360 enables a complete look into the health of all your customers by aggregating important data into one central location.

Customer Success 107

Customer Success Net Promoter Score Effort Score CRM 107

Gainsight

MARCH 2, 2022

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends.

Customer Success 98

Customer Success Effort Score Course Culture 98

Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Control over the customer experience.

Customer Success 52

Customer Success Company How To Effort Score 52

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

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Customer success is one of the most impactful teams on the post-sale experience. 3: Ensure customer wins are shared out at companies.

B2B 92

B2B Customer Success Customers Sales 92

ChurnZero

OCTOBER 5, 2021

Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “ Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.” Are your compensation plans setting your business up for longer-term success or subscription contraction? saastrannual.

Customer Success 95

Customer Success Conference B2B Sales 95

ChurnZero

MARCH 9, 2023

Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Gainsight

JUNE 2, 2022

While the ultimate goal of any business is to continuously grow, there’s often the challenge of matching the available resources and capabilities at your organization with the total number of customers. All of this falls under the umbrella of scaling customer success. Get Early Management Buy-in Through a Data-Driven Case.

Customer Success 52

Customer Success Resources Customers Sales 52

ChurnZero

JUNE 14, 2023

For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” In a growing market, your sales team takes the lead in bringing in new sales.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 79

Customer Success Customer Journeys Guidelines Customers 79

ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. Getting started with a new customer success platform is your team’s chance to experience an onboarding process from your customer’s point of view.

Customer Success 105

Customer Success How To eBook Leadership 105

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Sornson said.

Customer Success 98

Customer Success B2B Metrics Strategy 98

Amity

JULY 26, 2017

​ You’ve heard it all before, Customer Success is about retaining customers , which is at least as important as acquiring new ones. Offload Your Sales Team. Without Customer Success, a lot of the Sales staff’s time is dedicated to account management.

Sales 57

Sales Customer Success Case Study Customer Centricity 57

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Leadership Customers Sales 98

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset. Overall customer health.

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 52

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Customers Leadership Sales 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93