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. What does the culture of Customer Success look like at Typeform?

Customer Success 129

Customer Success NPS Metrics Culture 129

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

SmartKarrot

MARCH 1, 2023

Role: Director of Customer Success Location: Toronto, ON, Canada (Remote) Organization: Sales Talent Agency As a Director of Customer Success you’ll be directing a group of six (soon to be seven) account managers who now look after 600+ accounts ranging from mid-market to enterprise. Enhance our current strategies.

Customer Success 19

Customer Success ROI Customers Groups 19

Customer Bliss

DECEMBER 13, 2016

Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be successful in his customer experience role. .

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

SmartKarrot

MAY 23, 2022

Role: Director of Customer Success – North America Location: New York, NY, US (On-site) Organization: Leapsome As a Director of Customer Success, you will establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn the customers into advocates.

Customer Success 19

Customer Success Self Service Consulting Customers 19

Education Services Group

OCTOBER 31, 2023

Written by Colby Bock There are many posts and articles published by leaders in Customer Success that articulate an attempt to guide current and aspiring Customer Success Managers on their role. Even a “no” or a “not right now” is better than no answer for my customers. Answers are critical.

Customer Success 52

Customer Success Customer Retention Customer Voice Report 52

SmartKarrot

SEPTEMBER 8, 2021

Role: VP, Global Customer Success Location: San Francisco, CA, US Organization: Elastic As a VP of Global Customer Success, you will own the Elastic customer journey, ensuring the users’ success by driving transformational outcomes powered by Elastic solutions.

Customer Success 19

Customer Success Roadmap Customer Satisfaction ROI 19

Lumoa

APRIL 28, 2024

Now, every employee can ask relevant questions and receive detailed, real-time answers directly from customer voices, no matter where the feedback is given. While Lumoa provides support and customer success managers, there are no-in house consultants which the more expensive solutions offer.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

Lumoa

JANUARY 17, 2023

SSO allows you to: Let your Users have one account across all systems Quick and password-free sign in Still configure what people can see and do within Lumoa Feel free to check out the guide , but we recommend that you contact your Customer Success manager or email hep@lumoa.me

Competitive Advantage 208

Competitive Advantage Feedback Comparison Survey 208

Lumoa

JANUARY 31, 2023

Not many of them understand that the customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies, or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team, and consistently work on understanding the customer needs.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

Lumoa

DECEMBER 17, 2022

SSO allows you to: Let your Users have one account across all systems Quick and password-free sign in Still configure what people can see and do within Lumoa Feel free to check out the guide , but we recommend that you contact your Customer Success manager or email hep@lumoa.me

Competitive Advantage 208

Competitive Advantage Feedback Comparison Survey 208

Customer Bliss

APRIL 25, 2019

Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success. Jon says, “in pre-sales, your sales team knows why the customer is buying the product because they’re the ones who convinced the customer to do so.”

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

Education Services Group

JUNE 7, 2022

So, Forky asks a question: What is customer advocacy? Do you say: a) Customer advocacy is the foundation of Customer Success, wherein businesses put the customer experience first. This strategy involves tasking CS professionals with advocating for their customers’ needs across the entire customer lifecycle.

Case Study 52

Case Study Customer Success Social Media Customers 52

SmartKarrot

JUNE 23, 2022

Being the VP of customer success is a tough job. It is a huge step in any professional journey, and in the field of customer success, it can be considered to be the pinnacle of success. Customer success is a growing field and is still in its beginning. Importance of VP of Customer Success.

Customer Success 10

Customer Success Fashion Metrics Customers 10

SmartKarrot

JUNE 29, 2021

Role: Director, Customer Success Location: San Francisco, CA, US Organization: DocMatter As a Director of Customer Success, you will provide suggestive strategies and solutions to optimize the customers’ ongoing use of the DocMatter platform. Advocate internally for customer needs and connect on priorities.

Customer Success 10

Customer Success Leadership Case Study Roadmap 10

Gainsight

NOVEMBER 3, 2021

Because of this, 100% of SaaS companies are investing in Customer Success. But the reality is that not every CEO is actually doing Customer Success well : One of the biggest questions on the minds of CEOs is “how should I structure Customer Success?” But what about your customers?

Chief Customer Officer 59

Chief Customer Officer Company Customer Success Sales 59

ChurnZero

APRIL 22, 2020

ChurnZero has been recognized as a leader among Customer Success software providers. out of 10 (highest in the Customer Success category) and over 89 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category. With a trScore of 9.1

B2B 75

B2B Touchpoint Software Feedback 75

ChurnZero

SEPTEMBER 23, 2020

ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized the company with a 2020 Tech Cares Award. ChurnZero is being recognized for giving back to their community with a 2020 Tech Cares Award from TrustRadius. ChurnZero is headquartered in Washington, D.C.

B2B 98

B2B Healthcare Touchpoint Customer Voice 98

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Bob Stoneking, and Vineet Puri.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Leadership 52

ClientSuccess

OCTOBER 19, 2021

Customer Fit: sometimes, although it happens rarely, a vendor team will identify a customer as a wrong ‘customer fit,’ and the relationship will dissolve mutually. While this is expected, it can be avoided by ensuring solid alignment between your sales and customer success departments. Unexpected + Unavoidable.

eBook 59

eBook ROI Customer relationships Customer Voice 59

Lumoa

JUNE 30, 2022

If your product is business-critical for some of your customers, maybe great incident detection and response is how the CX team contributes the most. If you run a B2B subscription model, maybe relationship-building and customer success are what you should focus on. Pick one area and make a change to the customer experience.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Totango

JUNE 4, 2019

By understanding what is Voice of Customer and leveraging this information, you can gain a competitive advantage over companies that aren’t listening to their customers. What is Voice of Customer? Voice of Customer is all about collecting, listening, and learning. Turning Words Into Actions.

Voice of Customer 78

Voice of Customer Net Promoter Score Feedback Competitive Advantage 78

ChurnZero

JULY 2, 2020

Q: Who should handle renewals and a customer centric organization? A: [Abby]: As Customer Success continues to mature, I believe owning the renewal becomes a natural part of Customer Success. Customer Success may queue up the renewal for another team to close, or they may only be responsible for upsells.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Solvvy

DECEMBER 23, 2019

.” The Solvvy team believes the flexibility of our solution, along with our world-class Customer Success team, have propelled us into the leader position. Our customers love the personalized 1:1 support along with expert advice on best practices they get from their dedicated Customer Success Manager.

Self Service 62

Self Service Technology Chatbots Report 62

ChurnZero

NOVEMBER 20, 2020

Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. Protect your customer base using competitor intel that’s hidden in plain sight. Speakers: Andrew Ledet , Director of Customer Success, G2. Bora Lee , Customer Success Team Lead, ChurnZero. Q&A Recap.

How To 98

How To NPS Net Promoter Score Sales 98

Influitive

JANUARY 24, 2019

But is your entire company doing enough to make your customers’ voices heard? You tell everyone, especially the people most likely to find it interesting. B2B brands and products are no different. Forrester’s new report explores.

Report 74

Report Sales Brands Marketing 74

SmartKarrot

APRIL 18, 2022

While there are a number of survey tools out there in the market, if you are a Customer Success Manager trying to understand your customer needs , what will help immensely is to be able to conduct a survey, review the findings in the context of your customer success activities and to subsequently action it accordingly.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Wootric

DECEMBER 21, 2018

Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Customer Success Operations Manager: Does Your Team Need One? We’ll be back in 2019 with more content to empower you to win customers for life.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

CustomerSuccessBox

DECEMBER 4, 2018

Customer Retention Best Practices. Step 0: Understanding your customer’s needs. To make sure the company is on the right path, you need to define and monitor customer KPIs regularly. If the customer engagement is low, that means the customer has stopped using the product and there is a low chance of customer retention.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

Lumoa

FEBRUARY 9, 2023

Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Include customer-centricity in daily operations and communications inside the company. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Gainsight

SEPTEMBER 21, 2020

Sanders Slavens , Plex’s VP of Customer Success, sat with Gainsight’s CEO, Nick Mehta, and CCO, Ashvin Vaidyanathan, to discuss their progress in reducing friction and raising customer visibility through their implementation process. So, they turned to the leader in customer success solutions—Gainsight.

System 52

System Government Customer Centricity Metrics 52

SmartKarrot

MAY 24, 2022

Work in partnership with Client Success, Sales, and internal teams to create and grow existing advertiser relationships; ensuring successful and accurate campaign implementation and contractual obligations are met. Monitoring customers’ key performance metrics and taking necessary actions to improve them.

Customer Success 3

Customer Success e-support Roadmap Advertising 3

One Millimeter Mindset

JANUARY 9, 2019

Are customers talking to bots and responding to prompts via digital interfaces? What subset of customers’ voices are captured? And are these captured voices accurate reflections of the real customers required to grow, expand and sustain your business? To purchase or complain?

Customer Experience 66

Customer Experience Customer Retention Customer Voice Customers 66

SmartKarrot

DECEMBER 22, 2021

Apply here: [link] Role: Head of Customer Success Location: Chicago, IL, US Organization: Vector.ai As a Head of Customer Success, you will be in charge of delivering a seamless customer experience across all stages and touchpoints in the customer journey. Thorough management and usage of the internal CRM.

Customer Success 3

Customer Success Roadmap Touchpoint Metrics 3