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?

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.

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.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

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.

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.

Customer Success Compensation: Base, Bonus, and Quotas

natero

The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. How do you determine which compensation plan aligns with the customer's (and by extension, the company's) best interests? Customer Success Management

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

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.

The Customer-Powered Enterprise Playbook

Pillars of Customer Success

Amity

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Customer Success Management. Customer Experience.

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™.

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 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).

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.

Introducing The Temkin Customer Success Index

Experience Matters

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services. We think that to be successful customer success teams must blend account management with a strong CX mindset.

4 Customer Success Mistakes (and how to fix them)

natero

Here are four mistakes I commonly see Customer Success teams make and how to address them. Customer Success ManagementThe start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made.

NPS Surveys: Not Just For Customer Success Anymore

AskNicely

Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. These executives empower the entire company to make the NPS a daily, weekly and monthly measure of a high-quality customer experience.

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Why Customer Success-Powered Growth Starts With Executive Buy-in

AskNicely

Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program.

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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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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?

Why Net Promoter Score (NPS) Matters for Customer Success

natero

When Customer Success Managers talk customer health, Net Promoter Score (NPS) inevitably comes up. But why has NPS become the gold standard for measuring customer sentiment and loyalty? Customer Success Management NPS

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.

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.

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.

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.

Customer Success Takeaways from SaaStr 2019

ChurnZero

Top 10 Customer Success Takeaways from SaaStr. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . Customer Success profession is exploding.

Recap: Customer Success at SaaStr

Gainsight

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

When Customer Success Becomes a Silo

Amity

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. Ask yourself, is it easy for customers to pay you?

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.

5 Promises That Define B2B Customer Success

Experience Matters

We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships. With the shift from on-premise to cloud-based software, technology providers have had to focus even more on customer experience. Because customers buy more incrementally and make renewal decisions more frequently, forcing tech vendors to ensure that customers are continuously getting value.

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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.

What is the role of a Customer Success Manager ?

CustomerSuccessBox

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. Since customer success is an emerging field, many aspiring CSMs may think that a Customer Success Manager’s job would be simple.

Customer Success in Numbers

Amity

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.

How to Demonstrate Impact in Customer Success

Strikedeck

Customer Success Customers Onboarding saas value realizationKristen illustrates how expansion is the key to demonstrating a CS team's impact.