Amity

JUNE 27, 2018

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. Customer Success hasn’t been around for nearly as long as we tend to think.

Industry 82

Industry Customer Success Tips Customer Centricity 82

ChurnZero

MAY 26, 2021

There are a number of Slack communities that have been created specifically for Customer Success professionals. To help with this, we have curated a list of the top five Customer Success Slack communities available for you to join today. CS in Focus applies the same mentality to Customer Success professionals.

Customer Success 86

Customer Success Leadership Resources Communication 86

ChurnZero

APRIL 5, 2019

Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. Hiring and Scaling a Customer Success Team. Tips brought to you by:?

Tips 40

Tips Customer Success Customer Centricity Leadership 40

Totango

NOVEMBER 3, 2022

That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference. Check out six key takeaways from their discussion, plus a bonus tip from a session hosted by our friends at Higher Logic. Deliver day 1 value.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

CSM Practice

OCTOBER 7, 2019

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). CSM Documentation. A thorough documentation of your customer success processes and playbooks, enables your customer success team to achieve more with what you have as a team, in record time.

Customer Success 40

Customer Success Tips System Tools 40

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

Retently

AUGUST 29, 2018

Small changes to your customer service process, from improving your guarantee to making it easier for customers to contact you, can have significant, measurable effects on your Net Promoter Score. When a customer purchases your product, signs up for your free trial or sends an inquiry, reach out personally to ask how you can help them.

Net Promoter Score 160

Net Promoter Score Tips Customer Service NPS 160

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. Customer success would attest something like “If we don’t build this feature for this customer, they won’t renew.” How many customers will the feature affect? That’s why we do two different jobs.

Customer Success 52

Customer Success Management Meeting Roadmap 52

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Customer Retention. Onboarding.

Sales 52

Sales Customer Success Communication Customers 52

CSM Magazine

APRIL 20, 2022

After all, happy customers are more likely to stick around and be repeat customers. In this article, we will discuss five tips that will help improve your SaaS customer service process. Follow these tips and you’ll be on your way to delivering excellent customer service! Tip 4: Make Use of Automation.

Tips 52

Tips Customer Service Knowledge Base Self Service 52

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Sales 71

Sales Customer Success Communication Leadership 71

CSM Practice

OCTOBER 7, 2019

We start by optimizing strategies for customer success , then we identify opportunities to use technology to ensure our clients have visibility to see what processes work. To scale your customer success team, I recommend going through these three (3) steps: 1) Optimize your account segmentation.

Customer Success 40

Customer Success Tips Guidelines Consulting 40

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful.

Customer Success 52

Customer Success Management Comparison Metrics 52

ChurnZero

NOVEMBER 9, 2021

Whether you’re rethinking your customer onboarding , building a process from the ground up, or just thinking it’s time for some customer onboarding improvements , it’s a worthwhile investment that substantially increases your return. For such an important resource, it’s crucial to keep track of all that customer feedback.

Tips 52

Tips eBook Customer Retention Feedback 52

CustomerSuccessBox

DECEMBER 1, 2021

Makes the process shorter and more structured Easier access and segmentation of documents & data Less likely to have errors and miscommunications. Let us talk about the processes you can use to automate customer onboarding. Top 7 tips to automating onboarding. Essential Read: Onboarding guide.

Tips 52

Tips CRM Customer Journeys Customers 52

ChurnZero

NOVEMBER 5, 2021

You purchased your Customer Success software with expectations of how it would perform and how your team would use it. For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. The 7-point audit checklist for Customer Success software 1.

Software 52

Software Customer Success Net Promoter Score Exercises 52

ChurnZero

NOVEMBER 5, 2021

7-Point Audit Checklist for Customer Success Software. You purchased your Customer Success software with expectations of how it would perform and how your team would use it. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Software 52

Software Customer Success Net Promoter Score Exercises 52

CustomerSuccessBox

AUGUST 3, 2021

During the entire process with the customer, pre-sales and post-sales, there is a need for a close relationship between Customer Success and Sales. But the most crucial is the need for knowledge transfer about the customer. Steps to Establish a Successful Knowledge Transfer. Best Practices for knowledge transfer.

Sales 52

Sales Customer Success Customers Customer Retention 52

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

Amity

MAY 5, 2017

Wynne Brown is the Director of Customer Success at Seal for the West and Central regions. Prior to joining Seal, Wynne was the head of Customer Success for GitHub. Wynne’s career has spanned the entire customer lifecycle at cutting edge start-ups such as BaseCRM and Coupa.

Tips 73

Tips ROI Software Measurement 73

Education Services Group

MAY 5, 2020

Before Customer Success even existed, ESG already had a long history of robust experience in customer education – selling and operationalizing training sessions for some of the country’s largest software companies. The post 7 Tips for Effective Virtual Training appeared first on ESG. Standardize your tools and software.

Training 52

Training Tips Meeting Call Recording 52

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. In 2023, Totango is taking its show on the road.

Customer Journeys 80

Customer Journeys Self Service Metrics Customer Success 80

ClientSuccess

JULY 10, 2019

In customer success, however, QBRs aren’t quite as prevalent, although more and more existing business teams are starting to leverage this strategic format. QBRs are a great way for customer success teams to review accounts, strategize expansion plans, and workshop any issues or challenges. .

Tips 41

Tips Meeting Customer Success Sales 41

Gainsight

NOVEMBER 4, 2020

In the world of customer success, it’s all about proving value, raising visibility, and understanding the customer, particularly in a time of fiscal “belt-tightening.” Suppose your customer, especially your executive stakeholders, don’t see the value your product or service gives them.

Tips 52

Tips Management Chief Customer Officer Engagement 52

CustomerSuccessBox

DECEMBER 13, 2021

How you start your Onboarding lays down the foundation of how your entire customer journey is gonna flow. Customer Success must remain hyper-vigilant during Onboarding to ensure that customers follow their set journey. We all know Onboarding is the real sauce to Customer Success, so let us get it right.

Customer Journeys 52

Customer Journeys Sales Resources Tips 52

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. He also focused on system selection criteria as well as implementation tips.

System 49

System Customer Success Net Promoter Score ROI 49

ChurnZero

JULY 1, 2022

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. We’re measuring the CSM effect, but also the customer effect.

Customer Success 52

Customer Success Customers Metrics NPS 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

ChurnZero

JULY 1, 2022

Our panel was joined by Nina Walker, the head of CS operations for ABBYY , a leader in intelligent document processing and Sarah Yaksic, the senior program manager of CS at Synopsys. We’re measuring the CSM effect, but also the customer effect. Moderating was ChurnZero’s Bree Pecci who runs CS enablement.

Customer Success 52

Customer Success Customers Metrics NPS 52

Gainsight

APRIL 23, 2019

These tips are just a taste of the product experience best practices that will be shared at Pulse 2019. Tip #1: Build a self-sufficient team. Tip #2: Inventory requests for easier product roadmap planning. Tip #3: Actively listen to your users. Tip #4: Ask, “Does the product like me?”. “A What is Pulse 2019?

Tips 49

Tips Management Roadmap Conference 49

SmartKarrot

OCTOBER 10, 2023

Customer success has evolved significantly over the past decade. As businesses strive to provide unparalleled user experiences and support, personalizing your customer success playbooks has emerged as a pivotal strategy. Your playbook isn’t a static document; it’s an evolving process.

User Experience 10

User Experience Customer Success Tips Customer Experience 10

ProProfs Chat

SEPTEMBER 27, 2019

Facebook helps customers resolve their problems, as the brand doesn’t want them to only rely on support tickets and inbound calls. The dynamic help section provides documentation on several topics, besides site overviews for new users. . They can even easily access past interactions with customers, irrespective of the channel.

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

delighted

MARCH 15, 2019

In fact, when the Temkin Group calculated the ROI of customer experience , they found that a moderate increase in customer experience can lead to an industry average of $775 million dollars in revenue growth over 3 years for a typical billion dollar company. Ensure your VoC program is set up for success.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Totango

SEPTEMBER 20, 2022

Finally, we’ll share five top strategies and best practices you can use to get the most out of your customer enablement efforts. What Is Customer Enablement In Business? Customer enablement is a customer success strategy that provides customers with the resources they need to achieve the desired results from using your product.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

ChurnZero

MARCH 1, 2019

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. This spotlight will be featuring, Brett Andersen who is the Director of Client Success at Degreed.

Customer Success 40

Customer Success Return on Investment Customers Roadmap 40

Education Services Group

MAY 10, 2022

SOPs help organizations document and stick to best practices for routine operations and are excellent resources for quickly and efficiently getting new employees up to speed. Now, you might be wondering where exactly SOPs fit into Customer Success, and what the differences are between SOPs and CS Playbooks. How do they do it?

How To 52

How To Resources Policies CRM 52

Amity

DECEMBER 18, 2017

Asking this will bring happy memories back to the customer’s mindset and positions the discussion into a positive framework. This helps us document our best product features and keep track of what we’re doing right. Additional Tips. ” This question has worked wonders for me.

Customer Success 87

Customer Success Case Study Customers Trends 87