Customer Success Tech Maturity Model

CustomerSuccessBox

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.

Who Owns Customer Success?

Strikedeck

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

Why Customer Success is not Customer Experience

CloudCherry

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.

Advocacy: Definition for Customer Success

CSM Practice

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

Training for Lead Generation, Customer Onboarding and Support

How to Build Your Customer Success Forecasting System with Eleanor O’Neil

Customer Bliss

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.

System 157

Why Customer Success is not Customer Experience

CloudCherry

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.

The Value of Customer Success

CSM Practice

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.

Customer Success Performance Indicator

CSM Practice

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™.

The Value of Customer Success

CSM Practice

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.

The Customer-Powered Enterprise Playbook

Customer Success Performance Indicators

CSM Practice

. 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.

Customer Training: The Secret to Scale in Customer Success

CSM Practice

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.

Customer Training: The Secret to Scale in Customer Success

CSM Practice

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.

Customer Success Enablement

natero

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

Customer Success Needs to Grow (Up)

Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle

Inside Customer Success: Densify

Amity

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.

10 Ways to Improve your Customer Success Strategy

Kayako

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?

Launching Customer Success in Early-stage Startups – Should Founders Bother?!

CSM Practice

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.

How to scale your Customer Success Team

CSM Practice

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.

Data-Driven Approach to Proving Customer Success

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.

7 Customer Success Team Goals for Your Enterprise in 2019-2020

Totango

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?

Proven SaaS Customer Success Best Practices to Increase Lifetime Value

Totango

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.

How to start a customer success practice?

CustomerSuccessBox

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 Customer Success Professional Spotlight

ChurnZero

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?

The SaaS Guide to Customer Engagement, Retention, and Advocacy

Do you have a definite customer success organization structure?

CustomerSuccessBox

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.

The Ultimate Guide to Building a Customer Success Team

CustomerSuccessBox

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.

Why You Can’t Miss Customer Success Summit – Team Edition

Totango

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

Learn To Drive Customer Success With Live Chat

Kayako

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.

How to Improve Customer Experience in an Era of Choice

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.

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

What is the difference between Customer Support and Customer Success?

CustomerSuccessBox

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.

Customer Success Webinar: Product-Led Customer Success: What, How, & Why

ClientSuccess

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.

How to Drive Growth with Customer Success Metrics

Strikedeck

Customer Success Customers Onboarding saas value realizationShreesha shares the difference between KPIs and metrics and how to handle both so your team wins!

Moving from Reactive to Proactive Customer Success

Strikedeck

Clayton shares how to move from reactive to proactive Customer Success, and the necessary strategies to advance! Customer Success Customers Onboarding saas value realization

Customer Success Metrics

Amity

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).