Customer Success Tech Maturity Model

CustomerSuccessBox

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model.

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.

Who Owns Customer Success?

Strikedeck

Garrett shares his perspectives on which team should own Customer Success or if they should be owned at all. Customer Success Customers Onboarding saas value realization

Training for Lead Generation, Customer Onboarding and Support

How to Build Your Customer Success Forecasting System with Eleanor O’Neil

Customer Bliss

I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms.

System 157

The Top 3 Customer Success Challenges and How to Beat Them

Totango

If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. However, this process takes dedicated nurturance of the customer relationship.

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.

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 Enablement

natero

Customer Success teams have no shortage of responsibilities — from launching new accounts, to helping existing customers achieve their goals and realize value — all the while securing upsells and renewals. Customer Success Management

The Customer-Powered Enterprise Playbook

7 Customer Success Team Goals for Your Enterprise in 2019-2020

Totango

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results?

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.

ChurnZero Customer Success Professional Spotlight

ChurnZero

It’s time for another 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 drew you to working in Customer Success?

Advocacy: Definition for Customer Success

CSM Practice

t not only make it, but does it in a way that makes their customers super successful in the process. ng new customers thr?ugh In the customer success word we use the term “advocate” to define a customer who t?lk? things a customer success manager ??n

Customer Success Needs to Grow (Up)

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

How to start a customer success practice?

CustomerSuccessBox

Customer Success, at its core, helps customers achieve their goals by maximising the value from a product. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers who had signed up, how many renewed their contracts.

Do you have a definite customer success organization structure?

CustomerSuccessBox

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization.

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.

Why You Can’t Miss Customer Success Summit – Team Edition

Totango

In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. Benefits for Your Customer Success Team To Attend. Best Practices Customer Success Community Customer Success Summit

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.

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.

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.

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.

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

eBook 170

The SaaS Guide to Customer Engagement, Retention, and Advocacy

How to Drive Growth with Customer Success Metrics

Strikedeck

Customer Success Customers Onboarding saas value realizationShreesha shares the difference between KPIs and metrics and how to handle both so your team wins!

Customer Training: The Secret to Scale in Customer Success

CSM Practice

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.

Customer Training: The Secret to Scale in Customer Success

CSM Practice

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.

Customer Success Webinar: Product-Led Customer Success: What, How, & Why

ClientSuccess

ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. Webinar: Product-Led Customer Success: What, How, and Why.

How to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.

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

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™.

Where Customer Support and Customer Success Goals Overlap

Kayako

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.

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).

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.

Customer Success Metrics—4 Categories to Measure Customer Success Performance

ClientSuccess

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. In this blog, I will cover the 4 high-level categories of customer success metrics.