ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list.

Meeting 52

Meeting Customer Success NPS Effort Score 52

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole.

Feedback 117

Feedback Roadmap ROI Case Study 117

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. If you’ve already devoured that and are ready for more, read on!

Customer Journeys 94

Customer Journeys System Customer Success NPS 94

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Customer Success 59

Customer Success Customer Retention B2B Customers 59

Education Services Group

SEPTEMBER 12, 2022

In Customer Success, there are a million things to keep track of, from staying on top of our daily tasks to preparing EBRs and collecting NPS scores, the list goes on and on. At ESG, we utilize a six-step approach that you can easily apply in your Customer Success organization and initiatives: .

Customer Success 52

Customer Success Strategy Analysis Resources 52

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

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Customer Success Customer Journeys Resources Touchpoint 90

CustomerSuccessBox

JULY 26, 2022

The position of Customer Success leader imposes specific responsibilities on the holder. Most of us face competition from both direct and new competitors, as well as other ways customers can spend their limited time and money. What objectives do customers desire that we do not provide? These are some of them.

Customer Success 52

Customer Success Metrics Feedback Measurement 52

ChurnZero

MARCH 4, 2022

This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Manage customer feedback. Assist your sales organization in closing deals faster. Score all the forces.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

Lumoa

JANUARY 7, 2021

Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Gathering feedback as frequently as possible is very important, as 52% of customers believe companies should be taking action on their feedback.

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Customer Journeys Touchpoint Measurement Survey 208

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable.

Customer Journeys 80

Customer Journeys Self Service Metrics Customer Success 80

Gainsight

APRIL 2, 2021

I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. She was a field Customer Success manager with over ten years in CS. When Kari began there, the function of Ops was called “Customer Success Scaled Operations.”

Customer Success 52

Customer Success Effort Score Sales System 52

Totango

SEPTEMBER 20, 2022

Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales. First, we’ll define what customer enablement is. Then we’ll look at the benefits of customer enablement and how it mutually supports sales enablement strategies. What Is Sales Enablement?

B2B 82

B2B Net Promoter Score Self Service Social Media 82

Gainsight

APRIL 2, 2021

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.

Customer Success 52

Customer Success Handbook Software Groups 52

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

SmartKarrot

JUNE 20, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Liquid Web As a Customer Success Manager, you’ll ensure that customers receive more value from your offerings by engaging in onboarding activities. Create case studies, gather client feedback, and directly influence NPS.

Customer Success 19

Customer Success Case Study ROI NPS 19

ChurnZero

JULY 14, 2022

But what actually makes “good” data, and how does it contribute to Customer Success? To get a better understanding of the relationship between good data and Customer Success, I sat down with ChurnZero Implementation Team Lead Lexi Quinn. How do you help customers see the positive impacts of good data early in the process?

Customer Success 52

Customer Success Data Strategy Customers 52

ChurnZero

MAY 17, 2019

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? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success ROI Sales Groups 64

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Personas are often used in marketing and sales efforts, and those names apply to those types of personas. We develop personas for specific activities around customer experience management. They are extremely useful when it comes to: Customer Journey Mapping. Customer Service Blueprinting.

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Customer Journeys Culture B2B B2C 375

Education Services Group

OCTOBER 22, 2019

If you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your marketing department.

Customer Success 49

Customer Success Marketing Resources Customers 49

SmartKarrot

APRIL 17, 2023

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (On-site) Organization: Telstra Health As a Customer Success Manager, you’ll meet and surpass sales goals, identify the target market and evaluate prospective growth prospects.

Customer Success 19

Customer Success Training Sales Customers 19

SmartKarrot

DECEMBER 15, 2022

Role: Customer Success Lead Location: Sydney, New South Wales, Australia (Hybrid) Organization: Hatch As a Customer Success Lead, you will advocate for customers by providing feedback to internal teams on how to better meet customer needs. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Customers Sales Feedback 19

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

SmartKarrot

APRIL 12, 2023

Role: Customer Success Manager Location: NAMER, Canada (Remote) Organization: Appvance As a Customer Success Manager, you’ll oversee onboarding, revenue retention, growth, and adoption in order to ensure the complete success of Appvance’s clients. Introduce and integrate corporate accounts.

Customer Success 19

Customer Success Customers Training Communication 19

SmartKarrot

JANUARY 12, 2023

Role: Customer Success Specialist Location: Remote, England, United Kingdom Organization: OpenSolar As a Customer Success Specialist, you will provide direct training and support (web-based) for users of the platform. Conduct sales calls with new users to manage successful onboarding, implementation & support.

Customer Success 19

Customer Success Knowledge Base Travel Metrics 19

SmartKarrot

DECEMBER 6, 2022

Role: Director, Customer Success Location: Open Hall, NL, Canada Organization: Security Compass As a Director, Customer Success, you will hire, coach, and develop a high-performing CS team to drive adoption, health, and retention. Own the fleet customer journey (post-sale, implementation, opportunities, etc.).

Customer Success 19

Customer Success Knowledge Base Government Metrics 19

SmartKarrot

APRIL 13, 2023

Role: Customer Success Manager Location: New York, NY, United States (On-site) Organization: Runwise As a Customer Success Manager, you’ll be using the Runwise platform to support property managers, supers, and owners. Creates and updates tracking-related documentation as needed.

Customer Success 19

Customer Success Customers Report Retail 19

SmartKarrot

APRIL 13, 2023

Role: Customer Success Manager Location: New York, NY, United States (On-site) Organization: Runwise As a Customer Success Manager, you’ll be using the Runwise platform to support property managers, supers, and owners. Creates and updates tracking-related documentation as needed.

Customer Success 19

Customer Success Customers Report Retail 19

CSM Practice

AUGUST 26, 2019

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. After that, you must look for leading indicators and trailing indicators of success.

System 49

System Customer Success Net Promoter Score ROI 49

SmartKarrot

NOVEMBER 30, 2022

Role: Customer Success Director Location: Edmonton, AB, Canada (Hybrid) Organization: Drivewyze As a Customer Success Director, you will lead, coach, and mentor a high-performing team accountable to manage the deployment of software for the customer fleet organizations. Assist in onboarding new customers.

Customer Success 19

Customer Success Fashion Customer Satisfaction Metrics 19

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Customer Success 67

Customer Success Management Fashion Leadership 67

Amity

SEPTEMBER 23, 2016

Your sales team is closing deals left and right. 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.

Customer Success 48

Customer Success Training Customers Groups 48

SmartKarrot

DECEMBER 7, 2022

Role: Director, Customer Success Location: Austin, TX, United States (On-site) Organization: Atmosphere As a Director of Customer Success, you will deliver and manage world-class customer onboarding, account management, customer support, and contract negotiation processes that scale at every point in the customer lifecycle.

Customer Success 19

Customer Success Customer Retention Fashion Culture 19

ChurnZero

JULY 1, 2022

Just ask your friends in marketing or sales. Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades.

Customer Success 52

Customer Success Customers Metrics NPS 52

SmartKarrot

DECEMBER 14, 2022

Role: Director of Customer Success Location: Remote, United States Organization: AffinityX As a Director of Customer Success, you will achieve channel partner support objectives by contributing information and recommendations to media plans and reviews. Defines processes for customer success set objectives (OKRs).

Customer Success 19

Customer Success Roadmap Groups Customers 19

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

CustomerSuccessBox

MARCH 17, 2022

It’s not always easy to navigate through the customer success process. Customer success, like any other tricky-to-navigate sector, requires a map. A customer journey map can help with this. Suggested Read : The Ultimate Guide on Customer Journey Mapping. Benefits of a Customer Journey Map.

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Customer Journeys Touchpoint Customer Success Consumers 52