Customer Success Story: Nicklaus Children’s Hospital

ReviewTrackers

Customer Success Story: Nicklaus Children’s Hospital. Enter ReviewTrackers, the award-winning online review management and customer feedback software platform. The leadership teams are able to gain insight into the customer experience.”. Success Stories

Inside Customer Success: Loopio

Amity

From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. How did you get started in Customer Success, and how has your path led you to your current role?

Trending Sources

What Are the Important Customer Success Metrics

Amity

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection.

Inside Customer Success: Sysomos

Amity

As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture. Making sure every single one of their 1,200+ customers achieves the best possible outcomes using Sysomos is a true mission statement for all departments in the company.

Scaling Customer Success: Technology vs. Headcount

natero

Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls upon a team of one. As the customer base grows, this team of one will need to figure out how to scale their role — and do so quickly.

Inside Customer Success: LinkedIn

Amity

Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years.

Sales or Customer Success?

Amity

SaaS Tattler Issue 81 - Sales or Customer Success? It's an uphill battle for a CSM when the customer-facing teams are misaligned. • Good, No, GREAT Things Come in Threes: Build a Winning Trio for Customer Success.

Sales 42

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. To me, success means effortless.

The A-List: Customer Success

Amity

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. The Customer Success Newsletter. Customer Success Expert - Glide Consulting.

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: Influitive

Amity

Founded in 2010, Influitive helps over 300 customers worldwide discover, mobilize, and recognize their customer advocates. We sat down with Julie Persofsky , VP of Customer Strategy and Account Management, to discuss how Customer Success has evolved at Influitive over the last 4 years.

Inside Customer Success: test IO

Amity

By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Implementing Customer Success Management has revolutionized the way test IO relates to its customers and builds relationships.

Inside Customer Success: Vend

Amity

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. How is Customer Success structured at Vend?

The Vital Role of Customer Success Operations

Totango

Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a VP of Customer Success, it is time to go beyond defining strategy and start ensuring the execution of your strategy across the organization. Learning From The Success of Sales Operations.

First 90 Days in Customer Success

natero

You’ve been brought in as the founding member of the Customer Success team — congrats! Your company is making a major investment in helping customers derive more value from its products and services. Customer Success Management

Compensation Structures in Customer Success

Amity

Customer Success is a relatively nascent term, having emerged as a more critical role with the shift in focus towards customer engagement and satisfaction by SaaS companies. Both of which are naturally more conducive to the goals of a Customer Success department.

Customer Success Story: American Family Insurance

ReviewTrackers

The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. By doing so, they can build a stronger foundation for customer experience and fill the gap between expectations and performance.

Inside Customer Success: Vision Critical

Amity

With over 750 customers worldwide, Vision Critical provides a cloud-based Customer Intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight.

Customer Success Story: Hwy 55 Burgers, Shakes and Fries

ReviewTrackers

Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. They’re also a key source of information for customers when searching for a restaurant. Customers are 46.7

Join us for Customer Success Summit 2018!

Totango

So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement. This annual industry conference that Totango produces is for ALL customer-facing professionals that want to deliver on their promise to customers.

Freshdesk Leverages Natero for Customer Success Insights

natero

Customer Success is not just a buzzword at Freshdesk – it’s a growth driver.”. We are delighted to share that Freshdesk uses Natero's CSM platform to proactively manage Customer Success. Customer Success Management News

The Best Customer Success Resources of 2016

Amity

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Are Your Customer Success Stories Being Heard? Customers accepted it.

Are Playbooks The Key to Customer Success?

Amity

When it comes to adoption, what are the biggest hurdles facing Customer Success teams? The Customer Success function is in a prime position along the customer lifecycle to drive and foster product adoption. How does leveraging playbooks affect the customer?

Inside Customer Success: Oracle Marketing Cloud

Amity

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates.

Should Customer Success Managers be product experts?

Amity

SaaS Tattler Issue 89 - Should Customer Success Managers be product experts? The reality is, people aren’t talking enough about the other elephant in the room, the dynamic between Customer Success and Product. • Customer Success is Product Management.

Leveraging Customer Support to Optimize Customer Success

natero

Customer Success (CS) is enjoying a lot of attention, particularly in Software-as-a-Service (SaaS) where CS is a critical enabler of renewal subscriptions. Customer Support, by comparison, is perceived as a reactive (and less attractive) break-fix department.

6 TED Talks That Are Surprisingly Relevant to Customer Success

Amity

Customer Success isn't just about Customer Success, it's about skills, learning, growth, people, and much more. On the list of Customer Success Manager must-haves, empathy figures among the most highly regarded and badly required skills.

How Zendesk Invested in Customer Success from a Product-First Perspective

Totango

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time.

Why Customer Success is Critical Today

Amity

As SaaS companies increasingly look beyond simply closing a new customer and towards increasing the value of the customer relationships over time, businesses are zeroing in on the role of customer success to add value, influence customer outcomes, and build loyalty to increase revenue.

Making The Business Case For Customer Success

Amity

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. But how do you describe – specifically – what you get from a Customer Success program?

10 Leaders Share Their Customer Success Career Paths

Amity

Customer Success seems to be the new “it” job in SaaS. From new grads to established professionals with various backgrounds, there’s a growing interest in how to get into Customer Success. Stephen O'Keefe , Director of Customer Success at HubSpot.

Your Toolkit for Proactive Customer Success

Amity

A proactive Customer Success organization is one that doesn’t wait for problems to arise but creates value where and when it is required. Below are the 5 elements of a proactive Customer Success Manager’s toolkit. Prioritize your customers.

How Customer Success Will Succeed

Amity

The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. Customers now have more power than ever.​.

B2B Trends & Customer Success

Amity

Now that we’re halfway through 2016, we can check in on how accurate some of those 2015 predictions were, and how those trends are impacting Customer Success. For success teams, this might mean more emphasis on data-driven support, particularly when it comes to SaaS companies.

B2B 23

10 Must-Read Articles for Junior Customer Success Managers

Amity

While professionals everywhere learn of the power of well-executed Customer Success Management, more and more new grads see the industry as an opportunity to have a real impact and jumpstart their careers. Fixed vs. Growth Mindset in Customer Success, What Does That Mean?

The Best Customer Success Articles of 2017

Amity

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. How to Get a Hold of Your MIA Customers.

Tips 16

Does Customer Success Mean Anything Outside of SaaS?

Amity

The other day, I heard a podcast in which Gary Vaynerchuk said, “If you care more about the end consumer than you care about your own self, you will win” This is the heart of Customer Success. Customer Success is crucial to anyone that is selling anything.

What Makes a Great Customer Success Leader?

Amity

As the field of customer success grows and develops, more and more management jobs and executive roles are opening up. It is absolutely critical that customer success managers who want to move into these positions start developing strong management skills.

10 Leaders' Advice on Getting Started in Customer Success

Amity

Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. That’s true not only for Customer Success but also for business in general.

Customer Success Organizations: Learn from these Experts

natero

The word is out: Customer Success is crucial to SaaS, and a lot is being written about the subject every day. Here are our favorite groups that share some of the best Customer Success knowledge: Customer Success Management