Differences Between Key Account Management & Customer Success


The terms key account management and customer success are often used interchangeably within organizations. Customer Success Key Account ManagementHowever, while the two strategies share a few common goals, they are completely different in their implementation.

What's Missing in Your Customer Success Software?


Customer Success Key Account Management Tools Customer EngagementLack of visibility is one of the biggest problems impacting key account management, even in 2021.


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The Misuse of Tech-Touch Strategies in Customer Success – and How To Fix It


Today’s customers have high expectations, and in SaaS, selling never really ends. Customer SuccessB2B buying cycles are long and complex and a whopping 77% of buyers f eel like the process is very complicated and time-consuming.

Functional Roles of Customer Success


Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Customer Success Roles. Customer Success Management.

The State of Customer Success Pt. 1

"The State of Success: Part 1" eBook covers 3 predictions for the coming year for Customer Success. We talked with Customer Success leaders from companies such as Oracle, US Bank, Client Success and more! Do these predictions align with your plans for the coming year? Download to find out!

Customer Success Platform vs. Account Management Software


The terms key account management and customer success are often used interchangeably within organizations. Customer Success Key Account ManagementHowever, while the two strategies share a few common goals, they are completely different in their implementation.

How customer success teams drive value through collaboration


And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Customer Success

Customer Success Playbook Tips: Five Proven Tactics


Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks.

13 Customer Success Manager Skills to Look for When Hiring


Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team.

3 Customer Success Operations Considerations


While some customer success departments may not have dedicated operations resources like sales and marketing departments have, more and more teams are realizing the importance of operations and investing in the solutions and resources needed for long-term success.

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. Download the free ebook now!

Customer Success Team Structure: Four Best Practices


Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. What Is Customer Success?

In Customer Success We Trust

Forrester Digital Transformation

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention. B2B CX customer centricity Customer Engagement customer obsession

Enterprise CS 101: Establishing Customer Success Quickly


The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. . In customer success, content is core.

Customer Success Dashboard KPIs: Nine CS Metrics To Track


Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. Customer health score.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Mythbuster monthly: Customer Success Manager coverage ratio


When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest.

How to Structure Your Customer Success Team


What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team? How is a Customer Success Team Structured?

Sports 105

Top 5 Customer Success resources


As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Customer Success around the web.

Customer Success Financial Metrics That Matter

CSM Practice

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Customer Success in SaaS: A Complete Guide & Best Practices


Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Start with a SaaS Customer Journey Map.

Outlining your Digital Customer Success journey


The same expectations apply to Customer Success teams. Thankfully, Digital Customer Success (DCS) can enable these teams to still leverage their tried and tested human-touch processes, while automating touch points that don't need to be as hands-on.

How to Scale Customer Success Operations


For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? Watch the Webinar: Steps to Scale Your Customer Success Operations Overnight. 8 Steps for Scaling Customer Success.

Customer Success Plans Promote Client Satisfaction


Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. What Is a Customer Success Plan? Customer Success

CCO + CMO: The Unstoppable Duo of Business Growth

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

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

What Is Customer Success?


An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. The question is, what is customer success? What Is Customer Success?

Customer Success Job Openings


This section is all about the new round-up of growth opportunities in Customer Success careers from across the globe. Check out the following customer success job openings, if you’re looking for one. Workato, Customer Success Manager [link]. Customer Succes

Customer Success Job Openings


This section is all about the new round-up of growth opportunities in Customer Success careers from across the globe. Check out the following customer success job openings, if you’re looking for one. Workato, Customer Success Manager [link]. Customer Succes

Why Customer Success is not Customer Experience


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. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Why Now is the Time to Invest in Customer Success


We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

6 Best Practices to Ensure Customer Success During COVID-19

CSM Practice

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Our Top 3 Takeaways From the 2022 Gartner® Market Guide for Customer Success Management Platforms


In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Customer data is bigger than ever.

Tips for Navigating Your Customer Success Career Path


As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

9 Best Customer Success Communities in 2022


Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer.