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.

How to scale your Customer Success Team

CSM Practice

Our approach to scaling a customer success team might be vastly different for strategic accounts vs. your small and mid-size business (SMB) segment. Customer Segmentation. Some customer success teams perceive high touch as something that’s nearly impossible to scale.

Customer Success Needs to Grow (Up)

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

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?

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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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.

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? ”

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™.

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?

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 the Right Processes Can Create Customer Success “Wow” Moments

ClientSuccess

In the customer success world, processes are king. Having a structured way of doing things is the only way many customer success teams can actually get everything done in the day, let alone make sure nothing specific for individual customers slips through the cracks.

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.

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.

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.

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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?

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.

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.

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.

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.

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.

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.

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?

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.

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.

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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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.

Running Your Customer Success Org 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?

Structuring Customer Success - What Works, What Doesn’t

Amity

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. Customer Success has come a long way in just a short amount of time. Predictable Revenue: How to Structure the Customer Success Role.

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.

The Amity Test: 16 Steps to Better Customer Success

Amity

We often encounter the question, " is there a way to measure how well my Customer Success Team is performing?" " After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor.

Customer Success Isn't Just a Feel-Good Name for Account Management

Amity

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. Customer Success teams drive user adoption and engagement through onboarding, training, and a compelling user experience.