Learn To Drive Customer Success With Live Chat


Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it.

Inside Customer Success: Jobber


Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. How do you keep on learning about Customer Success?

Customer Success Executives Need to Answer These 3 Critical Questions

Bob Hayes

In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor. Customer Success is about making customers as profitable and productive as possible.

Join us for Customer Success Summit 2018!


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.

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


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.

Scaling Customer Success: Technology vs. Headcount


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.

Customer Success Storytelling leverages Customer Experiences

One Millimeter Mindset

Customer success storytelling leverages customer experiences. These stories portray the actual experiences an organization’s own customers have, when working with that organization. How can organizations capture their customer success stories ?

Map Customer Success To Your Global Organization With SuccessTeams


Every company, especially a large enterprise, builds an organizational structure around their customer operations. Today, Totango launched SuccessTeams for its Enterprise Edition to enable large organizations to align customer success with their global customer operations.

[Infographic] Customer Success Metrics Cheat Sheet


everyone is looking to better understand their customers and the outcomes of their customer success efforts. Metrics, metrics, metrics. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention.

Customer Success in Numbers


There is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map. In 2016, 60% of Customer Success Organizations have been around for 2 years, or less.

Inside Customer Success: Loopio


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?

Customer Success Organizations


As of today, there are over 200,000 Google search results with the phrase "Customer Success" in the title. Needless to say, there's a staggering amount of content about Customer Success! To help cut through the noise, we've compiled our favorite Customer Success organizations that you can turn to for advice, inspiration, and community. Customer Success Management

Meet your first wave speakers for Customer Success Summit 2018


Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud.

The Best Customer Success Articles of 2017


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.

The Vital Role of Customer Success Operations


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.

Negotiating as a Customer Success Manager


Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line. Customer Success Management

5 Investment Considerations for Customer Success


If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective.

The Challenger Concept for Customer Success


These days, buyers have more choices, are better informed, and expect a superior customer experience. As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires. Customer Success Management

Where Customer Support and Customer Success Goals Overlap


It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center.

Customer Success Meetup – QBRs, NPS® & Growth


Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended. What We Learned… Only a few CSMs had regular contact with their customers on an ongoing basis Around half used NPS […].

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Customer Success at Scale: Freshworks


With over 130,000 customers, Freshworks has seen phenomenal growth since its launch in 2010. As Freshworks continues to add clients at a blistering pace, it's also focused on driving long-term value through customer satisfaction and retention. We sat down with Vipin Thomas, Head of Customer Success at Freshworks, to learn more. Customer Success Management

Inside Customer Success: HelloSign


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.

Aligning Customer Success With Customer Experience Company-Wide

Waypoint Group

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. achieve company-wide buy-in for your customer success initiatives.

Why Customer Success Needs to Understand Sales


When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. We look at Sales and Success as two different departments , where they ought to be cross-functional. Success picks up where Sales ends off.

Sales 101

Identifying Customer Success Heroes


Anyone who is taking a job as a contact center agent needs to be organized, friendly and calm under pressure, but the right candidates for a customer success team need a little bit more. Why is customer success important?

Inside Customer Success: test IO


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.

5 Challenges to Proactive Customer Success


The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. Fast forward to today, every SaaS company has a Customer Success team of some flavour.

Building Customer Centric Organizations – TSIA Keynote Recap from Customer Success Summit 2017


Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking.

How To Use Automation For Customer Success


Customer Success Managers have so much to offer, and there’s no limit to what they can do. The more domain expertise they gain, the more they create and deliver value to their customers and become long-term strategic partners. What’s the point of automation?

Don't Mistake Friendliness for Customer Success


BUT, if you are responsible for the health and well being of your customers, ignorance is simply inexcusable. As a Customer Success Manager, it’s your job to have your finger on the pulse of your customer’s needs, wants, and desires. You need to know what their goals, objectives, and success measures are; and you need to be able to anticipate how, when, and where these might change, and why. Yes, being the point person for your customers is a multifaceted job.

[Infographic] Customer Success vs. Customer Support


Support vs. Success; most of us are familiar with both business units and how they interact with customers to create value. Outside of Customer Success circles, it get even trickier.

Forward To New eBook on Customer Success

Kerry Bodine

This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. Customer Success Kerry Bodine & Co

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First 90 Days in Customer Success


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

Inside Customer Success: Achievers


With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. How did you get started in Customer Success and what was your path into your current role?

Customer Success Lessons From the Quality Revolution


Customer Success Management"SaaS today is like manufacturing was 40 years ago.". In 1980, U.S. manufacturers were back on their heels. Japanese businesses had eviscerated the American consumer electronics industry. Gone were venerable TV brands like Admiral, Zenith, and Curtis-Mathis, replaced with Sony, Hitachi, and Panasonic. And Nissan, Toyota, and Honda were gobbling up domestic market share from Ford, GM and Chrysler at an accelerating rate. What happened?

Freshdesk Leverages Natero for Customer Success Insights


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 Customer Success Road: Where to Start?


You have successfully made the case for Customer Success and your organization has realized that investing in a customer success program will help provide more value to your customers. Know your current customer lifecycle. Know your customers.

Leveraging Customer Support to Optimize Customer Success


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.

Automating Emails for Customer Success


Customer Success Managers are most impactful when they’re helping the right customers at the right time, but facilitating those interactions can be time-consuming and difficult to scale. One way that CSMs can regain precious time is to streamline customer communications through automation. Email automation not only helps to scale outreach efforts, but it also allows CSMs to engage with customers in clever ways.

[Infographic] 4 Strategies for Scaling Customer Success


Every growing SaaS Business knows that effective Customer Success is an essential activity for them. The challenges of proactive Customer Success grow as the team scales.