INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. But there are several key differences between customer support and customer success. MORE
A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization. MORE
I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms. MORE
In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. Benefits for Your Customer Success Team To Attend. Best Practices Customer Success Community Customer Success Summit MORE
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team. MORE
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds. MORE
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds. MORE
It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Q: What drew you to working in Customer Success? MORE
Our approach to scaling a customer success team might be vastly different for strategic accounts vs. your small and mid-size business (SMB) segment. Customer Segmentation. Some customer success teams perceive high touch as something that’s nearly impossible to scale. MORE
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. MORE
Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. MORE
There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post). MORE
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. MORE
A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. MORE
There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial to monitor and ensure customer success in relation to your business. MORE
ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. Webinar: Product-Led Customer Success: What, How, and Why. MORE
. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. MORE
Garrett shares his perspectives on which team should own Customer Success or if they should be owned at all. Customer Success Customers Onboarding saas value realization MORE
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team. MORE
There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Are you still onboarding every user/customer with a web-call? MORE
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results? MORE
Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. The customer. This is exactly where the customer success function comes in. Customer success helps in customer retention. MORE
This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™. MORE
Customer Success teams have no shortage of responsibilities — from launching new accounts, to helping existing customers achieve their goals and realize value — all the while securing upsells and renewals. Customer Success Management MORE
The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. SaaS Customer Success Best Practices That Work. Success plan. MORE
t not only make it, but does it in a way that makes their customers super successful in the process. ng new customers thr?ugh In the customer success word we use the term “advocate” to define a customer who t?lk? things a customer success manager ??n MORE
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. MORE
Customer Success Customers Onboarding saas value realizationShreesha shares the difference between KPIs and metrics and how to handle both so your team wins! MORE
Clayton shares how to move from reactive to proactive Customer Success, and the necessary strategies to advance! Customer Success Customers Onboarding saas value realization MORE
If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. However, this process takes dedicated nurturance of the customer relationship. MORE
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 MORE
Customer Success, at its core, helps customers achieve their goals by maximising the value from a product. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers who had signed up, how many renewed their contracts. MORE
Customer Success Related Topics CustomerSuccessBox
APRIL 11, 2019
A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model.
Strikedeck
APRIL 9, 2019
Garrett shares his perspectives on which team should own Customer Success or if they should be owned at all. Customer Success Customers Onboarding saas value realization
CloudCherry
OCTOBER 30, 2018
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.
CSM Practice
APRIL 16, 2019
t not only make it, but does it in a way that makes their customers super successful in the process. ng new customers thr?ugh In the customer success word we use the term “advocate” to define a customer who t?lk? things a customer success manager ??n
Customer Bliss
MAY 17, 2019
I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms.
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CloudCherry
DECEMBER 1, 2018
Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.
CSM Practice
FEBRUARY 15, 2019
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds.
CSM Practice
OCTOBER 10, 2018
This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™.
CSM Practice
FEBRUARY 15, 2019
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds.
|
CSM Practice
OCTOBER 10, 2018
. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream.
CSM Practice
JUNE 19, 2019
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.
CSM Practice
JUNE 19, 2019
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.
natero
MARCH 19, 2019
Customer Success teams have no shortage of responsibilities — from launching new accounts, to helping existing customers achieve their goals and realize value — all the while securing upsells and renewals. Customer Success Management
Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle
Amity
NOVEMBER 28, 2018
Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future.
Kayako
FEBRUARY 13, 2019
There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Are you still onboarding every user/customer with a web-call?
CSM Practice
APRIL 30, 2019
There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial to monitor and ensure customer success in relation to your business.
CSM Practice
APRIL 3, 2019
Our approach to scaling a customer success team might be vastly different for strategic accounts vs. your small and mid-size business (SMB) segment. Customer Segmentation. Some customer success teams perceive high touch as something that’s nearly impossible to scale.
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.
Totango
MARCH 21, 2019
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results?
Totango
JANUARY 22, 2019
The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. SaaS Customer Success Best Practices That Work. Success plan.
CustomerSuccessBox
MARCH 27, 2019
Customer Success, at its core, helps customers achieve their goals by maximising the value from a product. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers who had signed up, how many renewed their contracts.
ChurnZero
JUNE 7, 2019
It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Q: What drew you to working in Customer Success?
CustomerSuccessBox
FEBRUARY 27, 2019
A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization.
CustomerSuccessBox
OCTOBER 4, 2018
Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. The customer. This is exactly where the customer success function comes in. Customer success helps in customer retention.
Totango
JULY 12, 2019
In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. Benefits for Your Customer Success Team To Attend. Best Practices Customer Success Community Customer Success Summit
Kayako
AUGUST 10, 2018
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.
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HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.
Kerry Bodine
MARCH 21, 2016
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
CustomerSuccessBox
JANUARY 24, 2019
Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. But there are several key differences between customer support and customer success.
ClientSuccess
APRIL 4, 2019
ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. Webinar: Product-Led Customer Success: What, How, and Why.
Strikedeck
APRIL 30, 2019
Customer Success Customers Onboarding saas value realizationShreesha shares the difference between KPIs and metrics and how to handle both so your team wins!
Strikedeck
JANUARY 29, 2019
Clayton shares how to move from reactive to proactive Customer Success, and the necessary strategies to advance! Customer Success Customers Onboarding saas value realization
Amity
OCTOBER 23, 2018
There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).
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