Education Services Group

JANUARY 8, 2021

I’ve compiled seven Customer Success goals to kick-start your CS prosperity and expansion in 2021. I will…love my customers. There is a lot of work to be done, especially if you are in the early stages of the Customer Success Maturity Model. What commitments will you make in the new year?

Customer Success 52

Customer Success Exercises Strategy Customers 52

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Education Services Group

JUNE 15, 2022

I’ve talked before about how internal engagement can help promote strong Customer Success. Here at ESG, we believe that employee success is not only helpful to a healthy and thriving Customer Success organization, it’s fundamental. What do you think is the link between employee success and CS?

Customer Success 52

Customer Success Connections Fashion Customers 52

Education Services Group

FEBRUARY 25, 2022

Speakers: Perry Monaco , Head of SMB & Scaled Customer Success at LinkedIn & Jim Mercer , Global Head of Customer Success at Zoom. Q: How do you manage a direct report who is arguably more experienced at Customer Success strategy while building out a new team?

Customer Success 52

Customer Success Leadership Customers Customer Experience 52

Education Services Group

JUNE 14, 2022

Keeping sales dashboards in your CRM and Customer Success dashboards in your Customer Success platform is fine—I’m not suggesting we stop utilizing the reporting and dashboard capabilities that exist within those platforms. Now think about the use case for Customer Success tools. Until next week.

Data 52

Data Customer Success Net Promoter Score Report 52

Education Services Group

DECEMBER 10, 2019

Since 2013, the Customer Success Association has been hosting Customer SuccessCon , a conference designed to look at the current state of the profession and into its future. It brings together some of the most experienced and forward-thinking minds in the Customer Success community. Part 2: Strengths.

Customer Success 40

Customer Success Exercises Sports Competitive Advantage 40

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. Customer Success Manager.

Resources 52

Resources Customer Retention B2B Customer Success 52

ChurnZero

MARCH 9, 2021

This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. . Prevent It.

Meeting 85

Meeting Exercises ROI Customer Retention 85

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Customer Journeys 52

Customer Journeys B2B Chief Customer Officer Exercises 52

SmartKarrot

APRIL 20, 2023

Considering the heavy competition and the evolving business environments, it has become more important than ever to put customer success on the pinnacle. However, as businesses keep on the growth streak, scaling customer success efforts can prove to be daunting.

Resources 19

Resources Customer Success Chatbots Analytics 19

Education Services Group

JULY 10, 2019

Customer Success goes beyond your customer-facing domain. It is about more than just delivering specific customer outcomes. An effective Customer Success strategy depends on buy-in from your channel partners as well. that’s where adopting a Customer Success strategy comes into play.

Customer Success 40

Customer Success Customer Journeys Customer Centricity Strategy 40

Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. We’ve developed a unique approach for collaboratively mapping the customer journey to create a finished product that CS teams can immediately put to work to improve the customer experience.

Customer Journeys 52

Customer Journeys Exercises Customer Success Customer Satisfaction 52

One Millimeter Mindset

NOVEMBER 1, 2018

Consider that each employee touches some aspect of the customer acquisition and retention process. I offer you 16 collaboration exercises to jump-start collaborative customer retention in your own career trajectory. Hint: success is contingent on Customer Retention via Collaborative Revenue Generation.

Customer Retention 73

Customer Retention Exercises Touchpoint Leadership 73

ClientSuccess

JULY 23, 2019

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.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Totango

SEPTEMBER 24, 2020

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. Creating value for customers should involve: Starting Early in the Customer Journey.

How To 78

How To Customer Success Customer Journeys Customers 78

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. Gaining a deeper understanding of your customer.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. Many Customer Success teams measure their performance via customer retention and expansion rates. How to resolve and prevent those issues.

Measurement 40

Measurement Customer Success Metrics B2B 40

Education Services Group

JANUARY 5, 2022

They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences. What information and factors are you looking at as you go into this mapping exercise? Understandably, these two get mixed up frequently.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52

One Millimeter Mindset

AUGUST 22, 2018

Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention. As a result, customer acquisition and retention are riddled with gaps in execution. This week, I am engaged in what I love and what I do best.

Exercises 51

Exercises Customer Retention Roadmap Innovation 51

AskNicely

OCTOBER 24, 2018

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. They give this KPI to their marketing department or customer success team. In six months the telecom company goes through the exercise again. The score is the same.

Net Promoter Score 150

Net Promoter Score Survey NPS Healthcare 150

Education Services Group

OCTOBER 4, 2022

But I still see far too many Customer Success leaders (yes, even smart ones!) Be sure you’re making a real distinction between segmentation and tiering in your Customer Success strategy. Number one and number two in the Customer Success Maturity Model. Don’t be silly!” Then, I’m relieved.

Customer Success 52

Customer Success Financial Strategy Exercises 52

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows.

Engagement 52

Engagement Self Service Touchpoint Customer Success 52

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.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. Because we said so!

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

Education Services Group

JUNE 22, 2020

How this health is manifested in your metrics is different for every business, but you need to be able to recognize the signs of sickness so you can build a Customer Success strategy that keeps your customers happy, healthy, and coming back for more. What does a healthy customer look like for you ?

Exercises 52

Exercises Customer Success Metrics Customers 52

Education Services Group

FEBRUARY 22, 2022

The Customer Success industry is coming into its own. The 2021 Customer Success Leadership Study found that 54% of CS organizations report directly to the CEO. 75% of Customer Success leaders have a seat at the executive table. We’re in the spotlight now, baby! But, uh, wait a minute.

Leadership 52

Leadership Customer Success Exercises Communication 52

One Millimeter Mindset

AUGUST 2, 2018

To detect the customer experience gap, think laterally, rather than limitedly. When I work with clients on customer retention issues, we focus our forensics on locating gaps in customer experience execution and delivery. We start thinking beyond departmental confines. Across the organization. Consider this.

Customer Experience 50

Customer Experience e-support Customer Retention Exercises 50

One Millimeter Mindset

SEPTEMBER 10, 2018

As degradation of services became more frequent, I exercised leadership communication. What is your leadership communication strategy when dealing with operations issues with big impacts on business growth, customer experience and customer retention? Fortunately, the team at One Millimeter Mindset has each other’s backs.

Leadership 61

Leadership Communication Customer Retention Sales 61

ClientSuccess

NOVEMBER 26, 2018

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. Customer marketing if done right can have a positive impact on retention. The Four Fold Mission of Customer Success.

Marketing 56

Marketing Case Study eBook Exercises 56

Customer Bliss

JANUARY 14, 2016

. ‘Lambert Walsh is Vice President and General Manager at Adobe, where he leads Adobe’s efforts to retain and grow long-term relationships with customers and partners across all segments and lines of business. He has led customer success at Adobe since 2007. The data alone isn’t enough. The program works.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

. ‘Lambert Walsh is Vice President and General Manager at Adobe, where he leads Adobe’s efforts to retain and grow long-term relationships with customers and partners across all segments and lines of business. He has led customer success at Adobe since 2007. The data alone isn’t enough. The program works.

Connections 100

Connections Exercises Customers Metrics 100

SmartKarrot

APRIL 13, 2020

The role has a variable commission scheme based on product utilization, customer retention, and other key metrics. Build strong customer relationships for repeat business. Build strong customer relationships for repeat business. They call Customer Success Outcome Management at Smarsh.

Customer Success 8

Customer Success Exercises Customer Retention Customer Satisfaction 8

Totango

JANUARY 4, 2019

To acknowledge that customers want better service isn’t enough. The digital transformation of business, and the resulting rise of the customer-centered economy , must inform every action your customer success team takes. Think of the strategies below as practical ways to implement your new customer-centric philosophy.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Education Services Group

FEBRUARY 16, 2022

That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement. To me, this entire scenario has relevance for every organization, and none more than Customer Success.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

SmartKarrot

DECEMBER 22, 2020

Customer lifetime revenue Customer costs Time spent on company products Customer lifetime spend Cost-benefit analysis Net Promoter Value Product adoption. These measures drive customer success by helping customers achieve business objectives and track projects. Customer Feedback.

Customer Success 10

Customer Success Metrics Measurement Customer Retention 10

One Millimeter Mindset

AUGUST 13, 2018

But also, on behalf of the customers we serve. Successfully retaining customers, instead of continuously replacing them, is not a tactical customer experience exercise. We are “consciously” prompted to act, instead of intuitively pondering what is best in relation to each customer.

Customer Experience 53

Customer Experience Customer Retention Innovation Exercises 53