Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Sales Customers Roadmap 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

Totango

JULY 19, 2021

And in this 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. Churn Reduction.

Customer Success 125

Customer Success Tips Feedback Customers 125

Totango

JULY 17, 2024

You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams.

Sales 97

Sales Metrics Customer Success Call Recording 97

Kayako

FEBRUARY 13, 2019

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. This may require a long-term culture shift for not only your team but your CMO as well, as their current success metric is probably centered on lead generation.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 293

B2B Strategy Customer Experience Customer Journeys 293

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sports 100

Sports Sales Strategy Net Promoter Score 100

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. Did they achieve these outcomes?

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Totango

NOVEMBER 25, 2020

Amongst these different data sources, Customer 360 accesses: Support tickets . Sales history. With the context provided by these data sets, your enterprise can make informed decisions on how to engage with customers in a personal, proactive manner. . Example: A large number of customers are reaching a high product threshold.

Customer Success 110

Customer Success Net Promoter Score Effort Score CRM 110

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

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

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Sales 98

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 108

Customer Success Effort Score Touchpoint Customers 108

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 115

Customer Success How To Customer Journeys Brands 115

ChurnZero

JULY 29, 2022

A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Customer Success 98

Customer Success Metrics Net Promoter Score NPS 98

Lumoa

MARCH 9, 2023

Lush’s approach is a great way to build customer trust through authenticity and empathy. By understanding their customers’ needs and concerns, Lush is able to connect with them on a deeper level and create a loyal customer base that values the company’s commitment to ethical and sustainable practices.

Customer Experience 397

Customer Experience Social Media Customers Video 397

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.

Customer Success 98

Customer Success B2B Metrics Strategy 98

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 97

Customer Success Consulting Customers Leadership 97

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. We’re behind on our sales projections.

Customer Success 98

Customer Success Touchpoint Analysis Customer Journeys 98

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

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

Customer Success 95

Customer Success Conference B2B Sales 95

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. Onboarding.

Customer Retention 103

Customer Retention Software Customer Success CRM 103

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.

Customer Success 101

Customer Success Net Promoter Score Effort Score How To 101

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Gainsight

APRIL 8, 2020

As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. For that reason, maintaining revenue in our installed base, and looking for ways to maximize revenue via cross-sell / upsell in the right scenarios is critical. Gainsight People Maps.

Sales 98

Sales Effort Score Fashion Report 98

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

Lumoa

MAY 21, 2018

Most of the functions in an organization have something to do in improving the customer experience. If top management see customer experience as a priority, engage and show an example, in most cases, the whole company takes customer experience as a priority as well. You can see the very surprising results below.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. CRMs are absolutely a must for automating and scaling sales operations.

CRM 96

CRM Sales Report System 96

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. Today, it’s about lighting the path to growth.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. Build Phase.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

Gainsight

DECEMBER 17, 2019

And I think the same is true with planning out your customer success strategy for 2020 and beyond. Extrapolating the future of your customer success organization. It’s one thing to look ahead to the future of the broader customer success movement. How do you segment your customer base?

Customer Success 21

Customer Success Strategy Training Technology 21

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers.

Customer Success 85

Customer Success Chief Customer Officer Survey Customers 85

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 82

Customer Success Customer Journeys Guidelines Customers 82

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 Net Promoter Score Metrics 98