Inside Customer Success: Jobber

Amity

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?

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.

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.

Inside Customer Success: Typeform

Amity

Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. Success is very subjective.

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.

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?

Meet your first wave speakers for Customer Success Summit 2018

Totango

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

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.

Why Customer Success Needs to Understand Sales

Amity

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 90

Where Customer Support and Customer Success Goals Overlap

Kayako

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.

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.

How To Use Automation For Customer Success

Amity

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?

Customer Success Meetup – QBRs, NPS® & Growth

CustomerGauge

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 […].

NPS 72

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.

Identifying Customer Success Heroes

Talkdesk

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?

[Infographic] Customer Success vs. Customer Support

Amity

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.

5 Challenges to Proactive Customer Success

Amity

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.

The Customer Success Road: Where to Start?

Amity

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.

What Makes For a Great Customer Success Plan?

Amity

A customer success plan is a blueprint by which both you and your customer can achieve mutual success. I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails?

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.

The Challenger Concept for Customer Success

natero

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

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

Totango

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.

What Customer Success Managers Need to Know About the GDPR

Amity

Remember, the GDPR applies to organizations located within the EU, but it also affects organizations located outside of the EU if they have EU customers and monitor the behavior of EU subjects. This will allow Amity users to host their customer data in the EU.

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

eBook 170

Inside Customer Success: Uber Eats

Amity

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future.

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: Achievers

Amity

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?

How Data Science Helps Customer Success Leaders Answer 5 Important Questions About Customer Churn

Bob Hayes

predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., Customer Success.

Data 99

Customer Success Organizations

natero

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

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.

Compensation Plans for Customer Success Managers

Amity

Careers in Customer Success Management are on the rise globally. With the field of Customer Success Management evolving so quickly, it only makes sense that compensation structures get more intricate and precise over time.

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?

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.

Customer Success at Scale: Freshworks

natero

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

2017 Rewind: Your Customer Success Playlist

Amity

The day-to-day life of Customer Success professionals can get pretty hectic. The playlist below takes you through key questions Customer Success teams face. Building a Robust Customer Success Program. ” Scaling Your Customer Success Organization.

Whats Makes A Customer Success Manager Successful?

Amity

While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. Customer Success Managers are responsible for training, onboarding, usage, and continued success.

[Infographic] 4 Strategies for Scaling Customer Success

Amity

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.

Customer Success Lessons From the Quality Revolution

natero

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?

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: 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.