ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. Then, think about leadership in general.

Sales 52

Sales Customer Success Tourism Roadmap 52

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 59

Leadership Customer Success B2B Customer Retention 59

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Customer Satisfaction Feedback 112

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. They naturally gravitate to the role because they spend a lot of time talking with customers and they have an intimate understanding of what customers need. Customer experience comprises the entire customer journey.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Education Services Group

AUGUST 16, 2022

Customer Success Plans are key to starting your customer relationships off on the right foot. CSMs use them to guide their first interactions with the customer, helping them clarify and set expectations, set up an action plan for moving forward, and establish critical milestones to work toward through the customer journey.

Sales 52

Sales Customer Success Leadership Meeting 52

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. VP of Customer Success at Veriforce, Andy Kearney. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Sales 106

Sales Marketing Sports Customer Journeys 106

ChurnZero

NOVEMBER 17, 2020

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! My career started in Sales, or rather, I was slowly talked into a Sales career by a string of managers who knew I had the drive to be a great salesperson.

Sales 98

Sales Customer Success Measurement Customers 98

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 54

Leadership Customer Success B2B Customer Retention 54

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. When people think of top-line growth, they often think of Sales.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Retently

MARCH 16, 2022

But there’s still one area that’s neglected all too often – Customer Success. As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. What is the role of Customer Success? The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Where on the journey should we ask for feedback?

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

SurveyGizmo

MARCH 2, 2021

The Customer Engagement for Sales Solution Creates Hyper-Personalized, Superior Customer Relationships that Immediately Impact Sales Results. In a recent report, Salesforce.com found that 89% of business customers expect companies to understand their needs and expectations. About Alchemer.

Customer Centricity 52

Customer Centricity Customer Journeys Sales CRM 52

ClientSuccess

DECEMBER 7, 2021

Instead, your team should be looking across the customer success journey to identify new and exciting ways to leverage surveys for the most accurate data and actionable feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The post-sale survey.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

Gainsight

JULY 20, 2020

The Key to Customer Success Was Transformational Leadership. Just over a year ago, Commvault made the bold decision to alter its leadership approach significantly. There were new products, the first company acquisition in over 20 years, and a push for subscription customers. . Or did they?

Customer Success 52

Customer Success Customer Journeys Leadership Customer Centricity 52

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 101

Customer Success Tips Chief Customer Officer Leadership 101

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. Creating Alignment Between Sales and CS.

Sales 111

Sales Customer Success ROI Customer Centricity 111

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

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. Here are the highlights. Why Be Proactive?

Customer Success 52

Customer Success Company How To Effort Score 52

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 52

Customer Success Customer Journeys Customer Centricity Tips 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Conference 98

Conference Customer Success Leadership Sales 98

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

ClientSuccess

JULY 30, 2020

Over the last few years, one platform – Customer Relationship Management (CRM) – has reigned supreme as the ‘must have’ solution for marketing, sales, and operational teams. Sometimes, moving from a clearly defined, automated sales process that a CRM can provide to a less-regimented onboarding process can throw customers off track.

CRM 54

CRM Sales Customer Journeys Customer Relationship Management 54

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.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

ClientSuccess

JANUARY 12, 2021

While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. Instead of trying to take a completely new approach to working with customers, CSMs should try to build off of what they learned this past year.

Customer Success 53

Customer Success Customer Journeys eBook Customer Retention 53

CSM Magazine

NOVEMBER 9, 2022

Customers want to feel valued by your company. Start by understanding every interaction your business has with the customer at every point of their customer journey. Aligning workflows with CX helps businesses build better relationships with customers and in turn increase sales and revenue. Customer Success.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Where on the journey should we ask for feedback?

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

ClientSuccess

APRIL 2, 2019

As a customer success professional, you probably know of a myriad of ways to ‘judge’ or ‘grade’ your customers once they start onboarding or activation. This is a pretty standard customer success process and it’s critical to know exactly where you and your customers stand at all times.

Sales 45

Sales Customer Success Customer Journeys Metrics 45

Gainsight

JUNE 2, 2022

When customer growth outpaces company size, you not only have to adapt to the sales and service needs of your base, but also keep pace with ensuring new and existing customers are achieving their desired outcomes from your product or service. . All of this falls under the umbrella of scaling customer success.

Customer Success 52

Customer Success Resources Customers Sales 52

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . You need to layout your journey first. Customer Success is a rapidly evolving function. Enhances overall customer experience.

Customer Success 98

Customer Success How To CRM Software 98

Gainsight

JUNE 3, 2021

.” When Gainsight decided to create the eight-volume Executive Playbooks ( Playbook #1 is now live ), we were responding to a call from customers, partners, and the customer success community. CS is a belief system that opens the door for cross-company collaboration to achieve customer goals. Where should you start?

Leadership 40

Leadership Chief Customer Officer Customer Success Customer Journeys 40

Experience Investigators by 360Connext

JANUARY 5, 2021

The brands with the most effective brand cultures are also the ones who use their customer-focus as a factor in their decisions. And being customer-centric isn’t reserved just for the customer support or customer success teams. Creating a culture focused on customers has to start and end with focusing on employees.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Totango

NOVEMBER 5, 2021

MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. So, that team is kind of like the architect who designs the journey for the customer. We didn’t use any special tool.

Customer Engagement 110

Customer Engagement Customer Journeys Engagement Strategy 110