How to Optimize the Sales to Customer Success Handoff

Totango

Imagine you’re a customer. Do you continue to get the same level of attention from that company’s customer success (CS) team? This makes the sales to customer success handoff a critical moment that can determine whether or not you retain a customer.

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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.

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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.

Customer Success Needs to Grow (Up)

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

Battle Scars and Lessons Learned in Implementing Customer Success Systems

CSM Practice

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured.

Is This the End of Customer Success Software as We Know It?

Gainsight

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?

Inside Customer Success: Loopio

Amity

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?

3 Steps to Increase Your Customer Success Budget

CSM Practice

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. To scale, one needs a bigger budget.

How Support Desk Software Guarantees Customer Success

ProProfs Chat

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service.

5 Sales to Customer Success Handoff Tips

Amity

The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. Path for self-serve customers.

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4 Tactics to Building and Managing Customer Success with Allison Pickens

Customer Bliss

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position.

Focusing on Customer Success Leads to Improved Customer Satisfaction

ClientSuccess

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” Focusing on customer success ultimately does lead to improved customer satisfaction.

Q&A: The Case for Billable Customer Success

ChurnZero

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ”

Your Customer Success Silos Are Killing Your Customer Experience

Gainsight

This ticket vendor had instrumented the heck out of its customer experience. Altogether, they took a bad customer experience and made it worse through a lot of efforts to “engage” me. How businesses are over-engaging and under-engaging customers—at the same time.

Retain customers for life. Moving from Reactive Support to Proactive Customer Success.

CustomerSuccessBox

A few months ago, we hosted a customer success meetup in Bangalore where several Customer Success Leaders shared their learnings and insights. We kickstarted the meetup by discussing Moving from reactive support to proactive success.

All About the Customer Success Performance Indicator

CSM Practice

All About the Customer Success Performance Indicator . As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better. The Customer Success Performance Index™.

Inside Customer Success: Vision Critical

Amity

With over 750 customers worldwide, Vision Critical provides a cloud-based Customer Intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight.

How to Get Your Customer Success Budget Increased

CSM Practice

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. To scale, one needs a bigger budget.

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 are some trends you see happening in the Customer Success industry?

3 Essential Pre-onboarding Principles: Part 1 of 3 – Develop, Document, and Strengthen Customer Lifecycle Plans

ClientSuccess

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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. Each day we learn from the trenches what it takes to make clients happy and successful. Develop, Document, and Strengthen Customer Lifecycle Plans.

Productivity Tips For Customer Success Teams – PART 1

CSM Practice

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed.

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6 Tips and 5 Predictions for the Customer Success Industry

Amity

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Growing the Customer Success Movement.

Running Your Customer Success Organization At Peak Efficiency

Amity

As a leader, I always find myself thinking, “How can Customer Operations work smarter, not harder?” There are many things that you can do to help your Customer Operations Organization run at peak efficiencies. Surveys - What surveys are being sent to your customer and how?

Expert Tips from Customer Success Leaders

ChurnZero

RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Hiring and Scaling a Customer Success Team.

5 Misconceptions Customer Success Has About Product

ChurnZero

It’s no secret that Customer Success and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly. 1 – Product Doesn’t Care About Our Customers. Customer Success Around the Web.

How Customer Success Managers Can Become An Invaluable Asset for Their Clients

ClientSuccess

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.

The Best Customer Success Resources of 2016

Amity

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Are Your Customer Success Stories Being Heard? Customers accepted it.

No One Expects the Customer Success Inquisition

Amity

Our Salesforce consultants worked as Success Managers for a small collection of our customers, serving as a key technical contact outside of the Account Executive. I also read through all our documentation to see where there were inconsistencies.

4 Ways to Scale Your Customer Success Efforts

Amity

As the head of your company’s Customer Success team, you know that additional clients doesn’t always translate to additional headcount for your department and even when it does it often takes a while to get new hires up to speed. Document, document, document.

How to Align Customer Success & Customer Support

ClientSuccess

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Let’s first start by defining each of these teams : What is Customer Support?

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success

ChurnZero

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Proving value is linked to success.

Nailing Your Customer Success Job Transition

Amity

Unlearn what Customer Success means to you. Work closely with your new team to create a learning plan that carefully balances getting up to speed on your customers, products, and the company. Don’t shoot me but) Volunteer to help document.

Customer Success Webinar: How to Design a Customer Education Strategy

ClientSuccess

ClientSuccess will host Bill Cushard, Customer Success Strategist of ServiceRocket and a 2018 Mindtouch Top Customer Success Strategist , for this month’s customer success webinar series: How to Design a Customer Education Strategy.

5 Must-Ask Questions for Customer Success Calls

Amity

Time and again we’ve come across statements like ‘first impression is the last impression’ and ‘time is money’ Thus, making the most of every customer call is a must. What does it take to make them successful? Always ask customers about their stack.

Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Natalie Petouhof

Tweet Buyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. Gainsight is one of the leading vendors of Customer Success Management (CSM) software.

Creating a Post-Sales Process for Customer Success

Amity

Customer Success teams interact with many cross-functional departments, building and maintaining relationships from Support to Account Management. But few relationships have more impact on future customer success than the one between Customer Success and Sales.

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CSM from the Trenches: Mentors – Nina Wilkinson, Director of Customer Success, AspireIQ

ClientSuccess

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.

How to Get Your Customer Success Budget Increased

Amity

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. To scale, one needs a bigger budget.

The Cycle of Success: a Blueprint for Customer Success Teams

Amity

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. Customer Journey.