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Guest Post: How to Design a Customer Success Program That Works

ShepHyken

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. What does a “well-designed customer success program” even look like? We’ll get into the specifics of customer success platforms later in this guide.

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Pooled Customer Success Management: The Water’s Fine

Gainsight

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. Here’s a look at how it works.

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Differentiating Customer Success and Support

ClientSuccess

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

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Customer Support vs. Customer Success: Explained

Help Scout

Customer Support and Customer Success teams share similar skill sets and goals, but they use different approaches. Read the full article

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The Democratization of Customer Success

Speaker: John Ragsdale, Vice President of Technology Research for TSIA

One of the most visible changes to companies as part of this transformation is the advent of customer success. The function of your customer success is tied to several key objectives and most, if not all, of these are litigable through community. How community can democratize customer success.

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How to Scale Customer Success with Digital Customer Education

Gainsight

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

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A Guide to Customer Success Manager Career Paths

Help Scout

Building a customer success manager career path can feel intimidating if you’re just getting started. Read our guide on how to move into a CSM role or boost your existing career in customer success. Read the full article

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Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes.

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Why Product Led Growth is a Customer Success Responsibility

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.

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A Strategic Guide to Community Gamification

In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers.

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Why Great CSMs Lead to Great Revenue Pipeline

Speaker: Christian Jakenfelds, CSM at Planhat

But what many customer success professionals don’t understand is that this work can actively impact an organization’s new revenue. CSMs can identify and use customer stories, quotes, and referrals to help drive revenue and business growth. Register to understand: The customer inputs sales and marketing are crying out for.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align? Download the ebook now!

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How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Kristi Faltorusso, the VP of Customer Success at ClientSuccess, is joining us to discuss how to avoid ambassador burnout and build brand ambassador programs that stand the test of time. However, many advocacy programs experience huge levels of burnout due to overtasking advocates.

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CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

With this paradigm shift in buyer behavior, the partnership between the Chief Customer Officer (CCO) and Chief Marketing Officer (CMO) has become critical for organizations. How to effectively engage and optimize your customer experience. In this session we will discuss: The emerging importance of advocacy in the buyer journey.

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The Better Way to Onboard Customers

Speaker: Skilljar Experts

Join Skilljar's all-star team of onboarding pros for this next webinar featuring: Sara Robba, Director, Customer Success. In our upcoming webinar, we’re going to share these learnings with you. Alex Calvert, Manager, Implementation. Cutler Bleecker, Learning Experience Designer. Linda Schwaber-Cohen, Product Marketing.