INDUSTRY INSIGHTS YOUR PEERS ARE READING
From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. How did you get started in Customer Success, and how has your path led you to your current role? MORE
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. MORE
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. MORE
There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Investors take customer success seriously when assigning value to your business. The first thing I ask for when [evaluating] a company is the customer database. MORE
All over the world, companies are using data science to cultivate a healthy customer base. Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. MORE
Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. To me, success means effortless. MORE
When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. We look at Sales and Success as two different departments , where they ought to be cross-functional. Success picks up where Sales ends off. MORE
These days, buyers have more choices, are better informed, and expect a superior customer experience. As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires. Customer Success Management MORE
The goal of any customer success organization is ultimately to reduced churn and increase customer satisfaction. For your managed customers, Komiko influences that outcome directly by insuring that every customer is engaged with their CSM at an appropriate level. MORE
Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud. MORE
Every company, especially a large enterprise, builds an organizational structure around their customer operations. Today, Totango launched SuccessTeams for its Enterprise Edition to enable large organizations to align customer success with their global customer operations. MORE
Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended. What We Learned… Only a few CSMs had regular contact with their customers on an ongoing basis Around half used NPS […]. MORE
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. MORE
It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. MORE
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. MORE
Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a VP of Customer Success, it is time to go beyond defining strategy and start ensuring the execution of your strategy across the organization. Learning From The Success of Sales Operations. MORE
This is the second 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 do you think is a common misconception about Customer Success? MORE
In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor. Customer Success is about making customers as profitable and productive as possible. MORE
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. MORE
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? MORE
Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. How to Get a Hold of Your MIA Customers. MORE
This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. MORE
INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Customer Support does not equal Customer Success. MORE
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. MORE
Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success. What is customer success ? MORE
Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. MORE
By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Implementing Customer Success Management has revolutionized the way test IO relates to its customers and builds relationships. MORE
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. MORE
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. MORE
. 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. MORE
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. MORE
Anyone who is taking a job as a contact center agent needs to be organized, friendly and calm under pressure, but the right candidates for a customer success team need a little bit more. Why is customer success important? MORE
everyone is looking to better understand their customers and the outcomes of their customer success efforts. Metrics, metrics, metrics. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention. MORE
If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. MORE
ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. About this Customer Success Leadership Webinar. MORE
But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team. MORE
Shownotes… I am going to be delivering a webinar later this week for a partner and our initial conversations were around moving from Customer Success to Customer experience. It seems that Customer Success has a wide range of definitions, as does Customer Experience. Customer Success, as first described to me, is when the customer is successful in their efforts and outcomes in using the purchased product or service. MORE
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 MORE
Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line. Customer Success Management MORE
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. MORE
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. MORE
As of today, there are over 200,000 Google search results with the phrase "Customer Success" in the title. Needless to say, there's a staggering amount of content about Customer Success! To help cut through the noise, we've compiled our favorite Customer Success organizations that you can turn to for advice, inspiration, and community. Customer Success Management MORE
With over 130,000 customers, Freshworks has seen phenomenal growth since its launch in 2010. As Freshworks continues to add clients at a blistering pace, it's also focused on driving long-term value through customer satisfaction and retention. We sat down with Vipin Thomas, Head of Customer Success at Freshworks, to learn more. Customer Success Management MORE
Customer Success Related Topics CSM Practice
OCTOBER 10, 2018
. 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.
Kayako
AUGUST 10, 2018
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.
AskNicely
SEPTEMBER 25, 2018
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.
Experience Matters
JUNE 18, 2018
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.
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Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services.
AskNicely
SEPTEMBER 6, 2018
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.
natero
OCTOBER 19, 2018
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
CX Journey
OCTOBER 10, 2018
Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success. What is customer success ?
Experience Matters
FEBRUARY 21, 2018
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.
B2B Customer Service Blog - TeamSupport
SEPTEMBER 28, 2018
But, with all these changes, problems can and will arise that require the attention of your customer team. The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team.
Totango
NOVEMBER 22, 2017
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.
Komiko
JUNE 24, 2018
The goal of any customer success organization is ultimately to reduced churn and increase customer satisfaction. For your managed customers, Komiko influences that outcome directly by insuring that every customer is engaged with their CSM at an appropriate level.
Amity
OCTOBER 26, 2017
Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection.
Amity
OCTOBER 5, 2016
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.
Totango
SEPTEMBER 6, 2017
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.
ClientSuccess
OCTOBER 10, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.
Amity
NOVEMBER 9, 2016
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.
natero
SEPTEMBER 20, 2017
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.
Amity
APRIL 24, 2017
From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. How did you get started in Customer Success, and how has your path led you to your current role?
ChurnZero
OCTOBER 5, 2018
This is the second 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 do you think is a common misconception about Customer Success?
Totango
OCTOBER 2, 2017
Every company, especially a large enterprise, builds an organizational structure around their customer operations. Today, Totango launched SuccessTeams for its Enterprise Edition to enable large organizations to align customer success with their global customer operations.
Bob Hayes
MAY 21, 2018
In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor. Customer Success is about making customers as profitable and productive as possible.
natero
DECEMBER 13, 2017
As of today, there are over 200,000 Google search results with the phrase "Customer Success" in the title. Needless to say, there's a staggering amount of content about Customer Success! To help cut through the noise, we've compiled our favorite Customer Success organizations that you can turn to for advice, inspiration, and community. Customer Success Management
Gainsight
OCTOBER 19, 2018
All over the world, companies are using data science to cultivate a healthy customer base. Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies.
Totango
JANUARY 22, 2018
Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud.
Amity
DECEMBER 21, 2017
Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. How to Get a Hold of Your MIA Customers.
NewVoiceMedia
JULY 3, 2018
There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Investors take customer success seriously when assigning value to your business. The first thing I ask for when [evaluating] a company is the customer database.
Totango
SEPTEMBER 27, 2017
Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a VP of Customer Success, it is time to go beyond defining strategy and start ensuring the execution of your strategy across the organization. Learning From The Success of Sales Operations.
ChurnZero
AUGUST 24, 2018
This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view.
Amity
JUNE 11, 2018
If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective.
CustomerGauge
MAY 25, 2017
Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended. What We Learned… Only a few CSMs had regular contact with their customers on an ongoing basis Around half used NPS […].
Amity
SEPTEMBER 25, 2017
Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. To me, success means effortless.
Kayako
OCTOBER 16, 2017
It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center.
Kristina Evey
OCTOBER 16, 2018
Shownotes… I am going to be delivering a webinar later this week for a partner and our initial conversations were around moving from Customer Success to Customer experience. It seems that Customer Success has a wide range of definitions, as does Customer Experience. Customer Success, as first described to me, is when the customer is successful in their efforts and outcomes in using the purchased product or service.
ChurnZero
SEPTEMBER 14, 2018
INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Customer Support does not equal Customer Success.
ClientSuccess
OCTOBER 8, 2018
ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. About this Customer Success Leadership Webinar.
natero
MARCH 11, 2018
With over 130,000 customers, Freshworks has seen phenomenal growth since its launch in 2010. As Freshworks continues to add clients at a blistering pace, it's also focused on driving long-term value through customer satisfaction and retention. We sat down with Vipin Thomas, Head of Customer Success at Freshworks, to learn more. Customer Success Management
Amity
AUGUST 13, 2018
everyone is looking to better understand their customers and the outcomes of their customer success efforts. Metrics, metrics, metrics. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention.
Amity
JANUARY 11, 2017
By connecting its customers with thousands of professional software testers around the world, test IO gives teams near-instant real world test results on any device. Implementing Customer Success Management has revolutionized the way test IO relates to its customers and builds relationships.
Amity
APRIL 30, 2018
When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. We look at Sales and Success as two different departments , where they ought to be cross-functional. Success picks up where Sales ends off.
Talkdesk
NOVEMBER 30, 2017
Anyone who is taking a job as a contact center agent needs to be organized, friendly and calm under pressure, but the right candidates for a customer success team need a little bit more. Why is customer success important?
natero
MAY 16, 2018
These days, buyers have more choices, are better informed, and expect a superior customer experience. As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires. Customer Success Management
natero
JULY 23, 2018
Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line. Customer Success Management
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