Forward To New eBook on Customer Success

Kerry Bodine

This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door. But your company and your customers don’t have to go down this path.

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Customer Marketing and Customer Success: It Just Makes Sense

Vanilla Forums

Earlier this year, we released an eBook titled The State of Customer Success 2022. Within that book, we spoke to multiple customer success leaders who discussed the advent of customer marketing as a customer success responsibility.

eBook 52
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Top 5 Customer Success resources

ChurnZero

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Customer Success around the web.

5 Steps to Evolve Newly Formed Enterprise Customer Success Teams

Gainsight

SaaS companies may have brought customer success (CS) to the fore. Still, enterprises have found a place for this newcomer function in helping customers realize value from products, churn less, and expand efficiently. What are the basics of setting up a new team for success?

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Customer Success Leading Indicators

ClientSuccess

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time.

The MOST Important Customer Success Metrics

ClientSuccess

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Top 50 Customer Success Influencers 2021

SmartKarrot

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021.

Designing Your Customer Success Executive Sponsor Program

ClientSuccess

Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions. What is the value-add for a customer to actively participate?

5 Free Customer Success Tools

ChurnZero

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. Owler is a Customer Success tool that provides insights on your customer’s organization and helps you stay up-to-date on their recent happenings.

Tools 71

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Top Customer Success Communities 2021: The Ultimate List

SmartKarrot

The customer success community is one where members look out for each other. We have compiled a list of all the customer success community resources to support folks in the industry looking out for help. Customer Success Forums. Customer Success Forum.

The Ultimate List of Customer Success Resources For 2021

Gainsight

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success.

Breaking Down the Customer Success Trust Equation

ClientSuccess

As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have. Credibility is the feedback and input a customer gives directly to or about a CSM.

Q4 Customer Success: Renewals and Retention Process

ChurnZero

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Conduct Preliminary Customer Success Renewal Research.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Google Search Trends for “Customer Success”

ChurnZero

Of course, those of us in the Customer Success industry know that CS has become a very popular practice, department, and role specifically over the last 5-6 years, but what does this growing interest in the topic really look like? customer success manager.

5 Steps to An Effective Customer Success Interview Process

ClientSuccess

While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process.

Customer Success, Start Playing Offense to Build Your Executive Presence

ChurnZero

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization.

4 Customer Success Books You Need to Read!

ClientSuccess

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”.

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The State of Customer Success Pt. 1

"The State of Success: Part 1" eBook covers 3 predictions for the coming year for Customer Success. We talked with Customer Success leaders from companies such as Oracle, US Bank, Client Success and more! Do these predictions align with your plans for the coming year? Download to find out!

The Value of Customer Success

CSM Practice

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? But when was the last time you took a look at not just your customer service, but the customer experience. The time that a customer or client spends with you – or customer journey – is a dynamic experience. Four Goals of Customer Success.

Customer Success Tips to Conduct Your First NPS Survey

ClientSuccess

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. While NPS surveys are one question and, for this reason, attractive to customer success teams and customers alike, sometimes users may have more feedback that could be of use.

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Women Leaders in Customer Success 2021

SmartKarrot

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Sue Nabeth Moore, Customer Success Leader.

Q4 Customer Success: Renewals and Retention Process

ChurnZero

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Conduct Preliminary Customer Success Renewal Research.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Differences between Key Account Management and Customer Success

Kapta Customer Success

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. But, the way each of these goals is accomplished, the focus of the goals, and how success is measured will vary based on which strategy you implement. Customer Lifecycle.

The Best Gifts for Customer Success Managers: A Curated Gift Guide for 2022

SmartKarrot

Coffee is the lifeblood of many customer success managers. A personalized mug is another amazing gift idea for customer success managers. The gift of peace and quiet is perfect for any customer success manager who spends their days in an open-plan office.

The Value of Customer Success

CSM Practice

On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? But when was the last time you took a look at not just your customer service, but the customer experience. The time that a customer or client spends with you – or customer journey – is a dynamic experience. Four Goals of Customer Success.

Customer Success: Budget Planning Playbook

ClientSuccess

For some (but not all) SaaS organizations, CSMs are also responsible for leading and managing upsell conversations with customers. Talking about budget and budget planning with customers can be tricky but is extremely useful when successful. Modern CSMs wear many hats.

Is Your Customer Success Platform Future-Proof? 

ClientSuccess

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. Why you need a customer success platform. Is your customer success platform future-proof?

Customer Success vs. Customer Support

ClientSuccess

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? But by using these phrases interchangeably, it can cause confusion both to your customer, as well as to your internal team as to what the job responsibilities include.

Net Promoter Score (NPS) Benchmarks for Customer Success Professionals

ClientSuccess

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score.

Customer Success Leading Indicators: Part II

ClientSuccess

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Leading Indicator 1: Customer Engagement.

Compensation Plans for Customer Success Managers

ClientSuccess

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs).

How to Get Started With a New Customer Success Platform

ClientSuccess

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. .

The Importance of Customer Success Segmentation

ChurnZero

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different.