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?

Understanding the Customer Success Team Structure


The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Head of Customer Success.

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Customer Success Career Development

CSM Practice

Maranda Dziekonski, Vice President Customer Success and People’s Operations at Swiftly, shared her insights into CSM’s career paths and ways to further develop the skills needed for a successful customer journey. Customer empathy. A great CSM has a strong sense of empathy that helps to understand the journey of its customers. If you are empathetic towards your customers , you are ready to bond and develop long-lasting, successful connections.

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. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. Customer Health Metrics.

Promoting Customer Success with Diverse Learning Channels

Speaker: Chrissy Irvine, VP Customer Success, SmashFly, and Hannah Leary, Customer Success Operations Specialist, SmashFly

Whether it’s standing in line at the grocery store or in their Customer Education program, it’s no secret that today’s customers often seek out self-service options. Tune in to learn how (and when) to blend on-demand and instructor-led training, and discover why customer success and scaled education programs go hand-in-hand.

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. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success: Roles Within a B2B Enterprise


When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. Thinking Critically About Customer Success Roles.

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Aug 28 – Customer Success Jobs


Apply here: [link] Role: Customer Success Manager Location: Denver, Colorado, US Organization: FormAssembly As a Customer Success Manager, You will have to coordinate across Sales, Marketing, Services, Support, Product and other teams to lead customer success strategies for FormAssembly.

Getting Started with a Customer Success Program at Lucid


As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. However, an important aspect of any new customer success program is managing your internal stakeholders. .

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 Better Way to Onboard Customers

Speaker: Skilljar Experts

The best onboarding programs have a super power: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. In our upcoming webinar, we’re going to share these learnings with you.

Aug 19 – Customer Success Jobs


Role: Strategic Executive Account Manager Location: Texas, Austin, US Mountain View/Sunnyvale, CA, US Organization: Synopsys Inc Synopsys is seeking someone who can strengthen the relationships and grow the business on a worldwide basis with the customers and eco-system partner.

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.

Top 10 Questions to Ask a Customer Success Software Vendor


If you’ve landed on this page then I assume you have grown over the traditional ways of executing customer success. Most of the CSMs try various options before they finally realize the need for customer success software for SaaS. What is customer success software?

The Customer-Powered Enterprise Playbook

Harness the power of customers across every department of your business with this new playbook. It contains 7 strategic guides for various departments of your business, 9 inspiring case studies, and 7 tactical worksheets to get you started.

Aug 25 – Customer Success Jobs


Own strategic partner relationships, drive expansion as well as ongoing partner success. Work closely with customers to ensure they are satisfied with the services they receive and support them to fully utilize the product. Ensure customer success and product adoption.

How Should You Define Customer Success?


In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels.

Customer Service vs Customer Success: What's the Difference?

Vanilla Forums

While it’s not uncommon to hear the terms “customer success,” and “customer service,” used interchangeably, one should be cautious of doing so. Community Customer Success Customer Service

How to Achieve Company-Wide Customer Success with Guy Nirpaz

Customer Bliss

Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience. In today’s episode, Guy talks about the importance of delivering value to the customer and across the entire customer lifecycle.

Customer Success: A CCO's Journey of Trials, Celebrations, and Everything In Between

Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting

"Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning. Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small. In this session, Jeb Dasteel, the former long-time chief customer officer of Oracle, will candidly discuss his views, successes, and even failures in implementing Customer Success programs in a Fortune 100 organization.

Top 5 Must-Attend Customer Success Conferences in 2021


Let me introduce you to customer success conferences, which is like a vacation in disguise. As the demand for customer success is booming the market, so has the need for education arisen. The Customer Fest Show. CX Customer Experience Management Global Summit.

Aug 20 – Customer Success Jobs


Role: Customer Success Manager Location: Newyork, US Organization: Hyperscience As a CSM at Hyperscience, You will have to act as the customer’s trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer.

How to Create a Customer Success Adoption Plan


This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Aug 27 – Customer Success Jobs


Role: Customer Success Manager Location: Raleigh or San Francisco Organization: UserVoice This role will work alongside the Director of Customer Success to develop strategies for the assigned book of accounts, onboarding new customers with a focus on establishing a time to first value rapidly.

Customer Success Needs to Grow (Up)

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

Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.

Customer Success Manager Job Description


Customer Success Management is a dynamic role, and job responsibilities can vary depending on a company's maturity, culture, and vision. With demand consistently outpacing supply, hiring Customer Success Managers is no easy feat. Let's look at how to craft the perfect Customer Success job description to land your next superstar CSM. Jump to examples of Customer Success job descriptions. Customer Success Management

Top 5 Reasons Tech-Touch Customer Success Solutions Are a Win-Win


That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. The key ingredient in tech-touch customer success is purpose.

Foundation for customer success


The post Foundation for customer success appeared first on PK. Articles Customer experience Strategy and Design Technology and Software Customer Engagement Customer Success customer success model SaaS TechYears ago, I sat in a conference room on the campus of a global technology company. The distance from one end of the room to the other was so great […].

Pandemic Impact on SaaS Customer Success (Survey Results)

CSM Practice

CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Our goal is to take the temperature of how Customer Success teams are impacted by the Coronavirus crisis. We have gathered insights from our colleagues in the SaaS Customer Success community, which we believe will help us plan more effectively and make better decisions. READ our Customer Success BLOG.

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. Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy. What the best practices are for tracking and proving customer value.

Aug 24 – Customer Success Jobs


Role: Customer Success Manager Location: Remote, US Organization: Workstream As a CSM at workstream, You will play the key role in customer success team. Own Customer satisfaction and product adoption. Ensure customer success and adoption.

Learn To Drive Customer Success With Live Chat


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.

Aug 21 – Customer Success Jobs


Role: Senior Customer Success Manager Location: Newyork, US Organization: Amplitude As a Senior Customer Success Manager, you’ll work with high-growth Corporate accounts to make sure that their mid-market/commercial customers are successful in achieving their product goals.

Low-Touch Vs. High-Touch Customer Success Models


The same theory applies to good customer success. That knowledge gives you the power to settle the low-touch vs. high-touch debate in favor of whichever method better leverages your resources toward generating growth for your customer and yourself.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Aug 17 – Customer Success Jobs


Ensure that customers are successfully exceeding the value of their investment in Veritas solutions and focus on the end-to-end customer relationship. Drive business process, sustain and renew contracts, resolve customer issues/problems.