Remove Customer Base Remove Customer Success Remove Feedback Remove Management

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.

The Top 7 Customer Success Trends for 2020

Totango

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. This is our look at the leading customer success trends for 2020.

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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.

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.

11 Levels of Customer Success Maturity

CustomerSuccessBox

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. Separate Customer Success & Support Team.

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 Success Management in SaaS – LiveChat Team Strategy

LiveChat

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. Why You Need a Customer Success Strategy.

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: 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?

20 Customer Success Predictions for 2020

ChurnZero

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack .

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. Success means effortless.

6 Experts Share How They Use Customer Feedback to Build a Better Product

Gainsight

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. How do you work with your customer-facing teams to gather feedback?

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.

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 Take Survey Feedback and Build an Actionable Plan

GetFeedback

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. Actioning survey feedback .

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Voice of the Customer – Gain Valuable Insights From Customer Feedback

Retently

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. How Do You Define Voice of the Customer? Use Customer Feedback Surveys.

10 Best Customer Success Software to check out in 2020

SurveySparrow

Are they, your customers, happy? Has this ‘stellar product’ of yours helped deal with your customer’s requirements? Then you are at the risk of losing your customers. You can completely erase such a possibility by resorting to a good customer success platform.

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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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 Isn't Just a Feel-Good Name for Account Management

Amity

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. Customer Success teams drive user adoption and engagement through onboarding, training, and a compelling user experience.

A Week in the Life of an InVision Customer Success Manager

Amity

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. Below is a preview of how the team at InVision defines customer success.

Customer Success Isn't Just a Feel-Good Name For Account Management

Amity

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. Customer Success teams drive user adoption and engagement through onboarding, training, and a compelling user experience.

How to Win New Customers With Better Experiences – Part 1

Kayako

Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like.

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Top 5 SaaS Customer Success Health Metrics and 5 Runner-Ups

ClientSuccess

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics.

Benchmarks for Customer Success

Waypoint Group

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers. While understanding a “typical” score for a company in your industry can be interesting, it shouldn’t be a benchmark to base decisions about customer success.

14 Quotes on Succeeding in Customer Success Leadership

Amity

We hear you -- working in Customer Success is no small task. With that being said, serving as a leader in Customer Success means double the management: You are helping not only your customers but your own team as well. VP of Customer Success - Bluecore.

Closing the Customer Feedback Loop: Turn Insights into Action

Retently

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

4 NPS Challenges for Customer Success Teams

ClientSuccess

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”.

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8 Tips & Tricks From a Customer Success Expert

Amity

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. Tip #3: Write a success plan and stick to it.

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Onboarding The First Member of Your Customer Success Team

Amity

In my previous article, I covered how to hire your first Customer Success Manager. As someone who has successfully onboarded many individuals into new roles and departments, I am going to share a few tactical actions that really helped along the way. Be a customer!

Churn-Renewal Analysis: Should you bother?!

CSM Practice

Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. Why Do Customers Churn? Inadequate Customer Engagement.

4 Best Practices to Align Customer Success and Product Teams

ClientSuccess

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When customer success and product teams work in tandem, customer success initiatives will succeed even further.

Becoming a Customer-Centric Organization

CSM Practice

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This is as a result of greater customer trust which reduces churn, increases renewals, and bolsters user adoption through referrals and testimonials.

12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM

ClientSuccess

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.

The Customer Success Hub Effect: A Conversation with Paul Piazza

ClientSuccess

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. The Rise of SaaS and Customer Success. He believes if you do this, customers will inevitably grow.