Gainsight

SEPTEMBER 20, 2019

The list is compiled from customer feedback received from sales, success, and support teams, as well as opportunities and improvements identified from our internal research and analyses. sales, marketing, and hugging teams ). As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.),

Roadmap 58

Roadmap Exercises Sales Marketing 58

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. Recruiting.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS?

Customer Success 52

Customer Success NPS Metrics Roadmap 52

SmartKarrot

MARCH 3, 2023

Role: Director of Enterprise Customer Success Location: San Diego, CA, United States (Remote) Organization: Drata As a Director of Enterprise Customer Success you’ll focus on creating, implementing, building, and leading the enterprise customer success strategy with our VP of Customer Success and senior team.

Customer Success 19

Customer Success Customer Journeys Roadmap Customers 19

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market.

Software 60

Software Customer Success Tools Customer Centricity 60

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

MARCH 17, 2023

Role: VP Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Argus Media As a VP of Customer Success, you’ll be setting the strategy, prioritising the objectives and key metrics, building a world-class team, and extending and mentoring the European Customer Success team.

Customer Success 19

Customer Success Roadmap Groups Customers 19

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SmartKarrot

FEBRUARY 16, 2023

Role: Customer Success Executive Location: Austin, TX, United States (Hybrid) Organization: Axon As a Customer Success Executive you’ll be a consultant and a spokesperson for your clients, holding frequent phone calls and in-person meetings to direct strategy and execution for reaching each client’s particular goals.

Customer Success 19

Customer Success Roadmap Customers Groups 19

Amity

FEBRUARY 16, 2016

As an evangelist for Customer Success, it’s in my nature to be curious. I started to realize that many of the most important characteristics of effective Customer Success teams are not unique: they’ve already been discussed in relation to other business functions. A Strong Preference for Being Proactive.

Customer Success 86

Customer Success Roadmap Leadership Customers 86

SmartKarrot

NOVEMBER 7, 2022

Role: Associate Director, Customer Success Location: Greater Boston, United States (On-site) Organization: Saama As an Associate Director of Customer Success, you will drive the overall customer relationship forward and drive product penetration and consulting services revenue in customer engagements.

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

Gainsight

DECEMBER 23, 2019

On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. This is a partial transcript of Nick and Gainsight’s vision of the future of customer success. So, customer success to customer growth.

Trends 52

Trends Customer Success B2C B2B 52

ChurnZero

FEBRUARY 21, 2022

Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights. What is a customer advisory board? What are the benefits of a customer advisory board? Customer advisory boards help create better product roadmaps.

Feedback 98

Feedback Loyalty Roadmap Customers 98

SmartKarrot

MARCH 29, 2022

Role: Customer Success Director (West – Remote) Location: Remote, San Francisco, CA, US Organization: Included Health As a Customer Success Director, you will serve as the primary relationship owner, achieving trusted advisor status with customer contacts. Design and deploy a retention strategy.

Customer Success 19

Customer Success Transportation Ecommerce Roadmap 19

CustomerSuccessBox

JUNE 28, 2022

Hey, but I’m a Customer Success Manager (CSM), not a scientist. Suggested Read : The Ulitmate Guide to Customer Onboarding. Here, you can use force field analysis to: Determine what went wrong with the customer while onboarding Prepare a roadmap to strengthen the ‘positive’. Why should I care about this?’

Analysis 52

Analysis Effort Score Roadmap Customer Success 52

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. How do you track customer interactions? We track our interactions primarily by logging touchpoints in Totango.

CRM 62

CRM Roadmap Customer Success Customers 62

Gainsight

MAY 13, 2020

Most strive for it, build roadmaps around it, and even sell it to prospective buyers. . Interestingly, when you are a leader in a particular space, like Gainsight is in Customer Success technology, the right path consists of multiple important pillars, all connected and working together.

Roadmap 59

Roadmap Innovation Customer Journeys Analysis 59

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. There are even more functions beyond those, but the point is: customer success is still being defined.

Customer Success 48

Customer Success Management Roadmap Training 48

CustomerSuccessBox

SEPTEMBER 4, 2019

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). In case, you are planning to switch to Customer Success and wonder how we truck through our day, here’s a little glimpse.

How To 78

How To Roadmap Customer Success Training 78

ClientSuccess

AUGUST 27, 2019

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. I love that; as our clients are successful, we’re successful.

Software 40

Software Customer Success Culture Customers 40

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

ChurnZero

FEBRUARY 21, 2022

Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights. What is a customer advisory board? What are the benefits of a customer advisory board?

Feedback 52

Feedback Loyalty Roadmap Advertising 52

SmartKarrot

JANUARY 15, 2021

A healthy Customer Success and Product team relationship is essential for high performing, high growth companies. Most software companies can point to areas of coordination between Success and Product and this is an excellent starting point. But for the sake of your long-term success–aim higher.

Customer Success 19

Customer Success Case Study Hospitality Roadmap 19

Gainsight

FEBRUARY 16, 2021

To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. From one-and-done rap careers to Disney-esque musicals to the Back Street Boys inspiring us , our value of Child-like Joy definitely filled my bucket over the last decade.

Chief Customer Officer 64

Chief Customer Officer Conference Customer Success Software 64

SmartKarrot

MARCH 3, 2021

Role: Director Customer Success Location: United States Organization: Omnitracs As a Director of Customer Success, you will lead performance improvement focus across all our operations and maintaining relentlessly high standards for Customer Success and Satisfaction. and create varying strategies to apply.

Customer Success 10

Customer Success Metrics Roadmap Training 10

SmartKarrot

AUGUST 21, 2020

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. Apply here: [link].

Customer Success 10

Customer Success Roadmap NPS Metrics 10

Gainsight

JUNE 29, 2021

Whether it provides essential software or not, every SaaS company has to work hard to keep customers satisfied and continue to subscribe. The need for a team to manage customer relationships and needs became clear as companies started losing customers. What does their install base strategy and success look like?

Case Study 40

Case Study Roadmap Customer Success ROI 40

Survicate

NOVEMBER 27, 2018

Let’s be honest – there are no magic hacks that will get you 1000 new customers in 10 days – not unless you nail their needs in a truly stupendous manner. The good news is that your customer success and sales departments can certainly help out. Something definitely worth considering. Get insights from sales calls.

Feedback 55

Feedback Marketing Chatbots Survey 55

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 1: Think Like a Human Resources Manager.

Tips 58

Tips Metrics Customer Success Training 58

Gainsight

APRIL 23, 2019

Peter Komornik (CEO, Slido) and Jo Massie (VP of Customer Success, Slido) will share how their self-sufficient teams are closing the gap between people building the products and the people using them. Tip #2: Inventory requests for easier product roadmap planning. REGISTER FOR PULSE 2019. Catch this expert at Pulse 2019.

Tips 49

Tips Management Roadmap Conference 49

Gainsight

SEPTEMBER 13, 2019

Long gone are the days when sales-led or marketing-led growth reigned supreme. Customers would listen to the value propositions our marketing and sales team were saying, sign on the dotted line without using the product, then have a massive expectation gap on what they were purchasing versus what they received.

Analytics 65

Analytics Sales Roadmap Exercises 65

Gainsight

MARCH 21, 2019

The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your customers is to churn. You make the sale, close the deal. Every ex-customer is just another lead for a new sale. But is that true? Let’s play it out.

ROI 78

ROI Return on Investment Customers Customer Success 78

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146