CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

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Customer Success Customer Journeys Roadmap Strategy 52

CustomerSuccessBox

FEBRUARY 28, 2022

Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

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Customer Success Customer Engagement Sales Customer Journeys 52

LiveChat

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.

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Customer Success Strategy Management CRM 106

Gainsight

AUGUST 11, 2021

An industry luminary, he is respected for his business insights that directly impact customer success. He explained that there is an expectation by their board and shareholders that productivity is core for the challenged business. He went on to explain that you are going beyond maintaining state but trying to “change state.”

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Customer Success System NPS Transportation 40

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

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Customer Success Company Management Roadmap 59

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer Success is a relationship-driven function,” says Anna. “We

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Customer Success Leadership Communication Data 59

CSM Practice

MAY 10, 2021

Should you charge for Customer Success?! In reality, startup companies are often puzzled about the most effective approach to charging for customer success without increasing the churn risk. In this blog we will share a step-by-step approach to charging for customer success without hurting your net retention rate. .

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Customer Success Customers Sales e-support 52

Lumoa

APRIL 7, 2022

This number gives you an idea of how likely your customers are to recommend your company to others. We wrote a step-by-step guide that explains what NPS is and exactly how you can work your NPS out. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success.

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NPS Net Promoter Score Industry How To 208

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics.

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Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ClientSuccess

MARCH 7, 2017

Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. Francoise’s entire career has been under the umbrella of Customer Success. About Francoise and Her Team.

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Customer Success How To Training eBook 40

ClientSuccess

APRIL 20, 2017

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. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

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Customer Success Case Study Net Promoter Score ROI 40

SmartKarrot

OCTOBER 19, 2021

Director, Customer Success Location: Remote, United States Organization: Matterport As a Sr. Director of Customer Success, you will build and lead a high-performing global Customer Success team, which is helping the customers realize business value and protecting/expanding recurring revenue.

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Customer Success Leadership Customers Sales 19

Totango

SEPTEMBER 11, 2020

For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.” Today, however, data-driven customer engagement software allows organizations to efficiently engage with clients in a way that is also personalized and valuable to the customer.

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Customer Engagement Engagement Data Software 81

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.

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Customer Success Chief Customer Officer eBook Software 56

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.

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Customer Success Customers Metrics Sales 0

Kapta Customer Success

JANUARY 31, 2018

We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients.

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Customer Success Software Communication Customers 45

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

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Conference Customer Success Culture Customer Centricity 52

Gainsight

APRIL 2, 2021

Much like Customer Success five years ago, we’re still figuring out how to define excellence. I spoke with Melissa Allen, Senior Manager of Customer Success Operations at Okta, to learn what brought her to this career and what makes her successful. . So, that’s why I went to Okta,” Melissa explained. “I

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Roadmap Leadership Customer Success Analysis 52

Talkdesk

AUGUST 25, 2015

Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies. The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday.

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Customer Success Strategy Chief Customer Officer Call Center 40

Education Services Group

MARCH 19, 2021

Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. Prioritize dynamic engagement with all customer segments.

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Customer Success Study Engagement Customer Engagement 52

ClientSuccess

SEPTEMBER 30, 2020

Make sure your CAB represents your customer base well. In addition, be sure to include executive-level customers as well as those that are very knowledgeable users or influencers. Find your customer champions. Who are the customers that use your product fearlessly, are forward-thinkers, and push innovation?

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How To Net Promoter Score Groups eBook 75

SmartKarrot

FEBRUARY 10, 2022

As a customer success leader, one of your most important jobs is budgeting for the customer success department. But there is still a lot of parity required for organizations to give customer success equal prominence as other departments in the organization. The need for budgeting for customer success.

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Customer Success Effort Score Return on Investment Sales 10

Retently

JULY 28, 2023

What’s more, the CXO is also supposed to use all that data to highlight recurring customer issues and complaints , so that your support and product development teams can solve them before they even occur – or at least before they manage to upset too many customers.

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Chief Customer Officer Customer Centricity Call Center Metrics 132

Gainsight

SEPTEMBER 21, 2020

The Professional Services team then collaborated with the Product team to create a Configuration Wizard that enables the implementation consultant to guide their customer through these six elements in a structured manner. The consultant uses the Wizard on implementation calls/meetings with the customer to accelerate the onboarding process.

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Self Service CRM Metrics Case Study 75

SmartKarrot

JULY 10, 2020

Role: Enterprise Customer Success Manager Location: Ohio, Columbus, US Organization: Seamless.AI As an Enterprise Customer Success Manager at Seamless, you will be responsible for monitoring and managing the health and success of their enterprise accounts. Increase customer retention by having regular meetings.

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Customer Success Customers Customer Retention Training 10

CSM Magazine

AUGUST 14, 2020

In today’s irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains. In the regular world, obtaining customer loyalty is an important goal for any business to achieve. Request-flexibility.

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Loyalty Strategy CRM Customer Retention 85

SmartKarrot

JULY 20, 2022

Customer success is when your customers choose your product and company because they are happy and see ROI appropriately. This revenue was once the responsibility of customer service or account executives. However, customers now want more personalized products and services. What is a Customer Success Specialist?

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Customer Success Roadmap B2B Customer Journeys 10

SmartKarrot

MARCH 31, 2022

Well, that is how startups and SaaS companies feel when they do not take customer success seriously. To grow a SaaS company, it is important to communicate and engage with customers as much as possible. Customer success needs to curate a good customer experience to retain customers for a long-term commitment.

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Customer Success How To Social Media NPS 10

Education Services Group

AUGUST 27, 2018

However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Read about this study and others in our white paper, Neuroscience and Customer Success. CSMs (Customer Success Managers) go beyond training and support by bringing value to the table after the sale.

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Customer Success Customers Study Interaction 51

CSM Practice

DECEMBER 29, 2020

01:16 – Irit explains how the COVID-19 pandemic has affected industries differently. 06:24 – Irit explains her expectations during 2019 and Q1 2020. 07:02- Irit explains her company’s experiences with clients during the pandemic. 17:20- Diane highlights customer and relationship-centeredness.

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How To Customers Communication Customer Success 98

SmartKarrot

MAY 31, 2021

Every phase of the customer success journey, right from onboarding to retaining to growing, helps a customer, as well as the company, wreathe into a symbiotic relationship. On that note, videos have played an effective role in boosting customer success by giving them engaging and personalized content to enlighten and learn from.

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Video Customer Success Social Media Knowledge Base 10

Gainsight

APRIL 8, 2020

To that end, leaders and team members need to be well equipped to work renewals in an efficient fashion and more importantly, have a clear indicator of early signs of potential risk in the customer base. I use this view to run renewal meetings and prioritize discussions based on key areas of focus at various points in the quarter.

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Sales Effort Score Fashion Report 98

SmartKarrot

SEPTEMBER 23, 2022

Customer health cannot be measured in a solitary, simple area but can be divided into five key categories, including service quality, cost, and product packaging. A customer success health score is built using a vast array of variables. A high score is equal to making the customer delighted. Do you want to lower churn?

Customer Success 10

Customer Success Effort Score Metrics Customers 10

SmartKarrot

SEPTEMBER 23, 2022

Customer health cannot be measured in a solitary, simple area but can be divided into five key categories, including service quality, cost, and product packaging. A customer success health score is built using a vast array of variables. A high score is equal to making the customer delighted. Do you want to lower churn?

Customer Success 10

Customer Success Effort Score Metrics Customers 10

Totango

SEPTEMBER 15, 2020

Your customer stakeholders can become powerful product advocates within their company and help to explain your shared goals and potentials among team members and the C-suite. As such, you need to know all you can about the customer’s current situation and proactively engage them with information that is relevant and beneficial.

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Communication Engagement Net Promoter Score Competitive Advantage 70

ClientSuccess

NOVEMBER 16, 2017

I love that; as our clients are successful, we’re successful. We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience!

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Leadership eBook Customer Success Roadmap 47

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Your team is stressed and ready to walk away.

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