Gainsight

JANUARY 6, 2023

According to the report, “Today, the most successful digitally powered B2B companies are built with a combination of product-led growth for acquisition and adoption, customer-led growth for expansion and retention, and community-led growth for advocacy and engagement. Using Product Analytics to Drive Product Roadmaps.

Resources 52

Resources Roadmap eBook Analytics 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Gainsight

SEPTEMBER 20, 2019

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. At FullStory, we’ve landed on a successful process for prioritizing our product efforts called the 9-Blocker and we shared a little bit about this process in the webinar. When in Doubt, List It Out.

Roadmap 58

Roadmap Exercises Sales Marketing 58

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches.

Customer Success 52

Customer Success Roadmap How To Feedback 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Centercode

DECEMBER 22, 2020

Our team was right there, too, and we’re proud to say that we continued not only to support our customers with our platform and services, but we supported testing professionals with in-depth content to help them adapt and improve. How Defined Processes Are Shaping Success in 2020 (Blog). Engaging Testers. Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

ClientSuccess

MARCH 28, 2023

The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process. If a customer aims to attain a specific adoption percentage, every stage of the customer journey should emphasize adoption and engagement on the platform.

Company 52

Company Management Case Study Customer Journeys 52

SmartKarrot

JANUARY 18, 2023

Role: Customer Success Manager Location: Nottingham, England, United Kingdom (Hybrid) Organization: Pacvue As a Customer Success Manager, you will make customers successful by providing high-quality technical support and service. Participate in webinars as a subject matter expert as needed.

Customer Success 19

Customer Success Roadmap Touchpoint Customers 19

Gainsight

MARCH 21, 2023

CS Advisor and Fractional CCO at Growth Molecules, Sonia Leighton, CCO at Arbor Education, and Adam Joseph, RVP of CS EMEA at Gainsight for leading an insightful and engaging conversation. The Rise of CSQLs More and more, we’re hearing about the growing prevalence of Customer Success Qualified Leads (CSQLs).

ROI 52

ROI Roadmap Metrics Measurement 52

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

SmartKarrot

MARCH 21, 2023

Role: Director, Customer Success Strategy Location: Seattle, WA, United States (Remote) Organization: CommerceIQ As a Director, Customer Success Strategy, you’ll create and implement customer success strategies that promote effective onboarding, adoption, retention, value creation, and customer satisfaction.

Customer Success 19

Customer Success e-support Consulting Roadmap 19

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. This is the very initial stage in the onboarding journey that happens outside of your premises before prospects even engage with your assets (such as content, ads, website).

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

SmartKarrot

OCTOBER 19, 2022

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Tread As a Head of Customer Success, you will be leading a team of Customer Success individuals. Setting Customer Success strategy and defining OKRs. Representing the voice of the customer in all of the interactions.

Customer Success 19

Customer Success Roadmap Banking Training 19

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Upcoming Webinar. How to Build Effective Customer Success Plans Wednesday, September 11, 2019 2:00 – 3:00 PM EDT.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Creating a Product Roadmap?

Resources 52

Resources Handbook eBook Government 52

SmartKarrot

JULY 28, 2022

Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing. Work with customers to develop a success plan that outlines how Continu will be addressing their critical needs both immediately and in the future that includes metrics for success.

Customer Success 19

Customer Success User Experience Roadmap Video 19

SmartKarrot

SEPTEMBER 3, 2021

Role: Senior Customer Success Manager Location: Remote, Salt Lake City, UT, US Organization: Axon As a Senior Customer Success Manager, you will engage with your customers through regular calls, business reviews, and daily needs. Learn and share industry best practices in order to solve customer needs.

Customer Success 19

Customer Success Roadmap Case Study Training 19

CustomerSuccessBox

NOVEMBER 1, 2018

The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds. —?Casey What is Customer Success? Is it maximization of value to the customer right from onboarding to the stage where the customer becomes a product champion? Casey Stengel.

Customer Success 40

Customer Success Training Customers Software 40

Gainsight

JULY 26, 2022

Customer success is fuel to create that efficiency, and can be the key driver of your modern growth engine. This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . Efficient scale is a must-have when it comes to creating durable growth in your Saas-modeled business.

NPS 59

NPS Effort Score Training Roadmap 59

SmartKarrot

JANUARY 7, 2022

Role: Vice President, Customer Success Location: San Francisco, CA, US Organization: Checkr, Inc. As a Vice President of Customer Success, you will build and lead a world-class customer success team. Drive Customer Success outcomes through increased renewal rates and account growth, and reduced churn.

Customer Success 19

Customer Success Roadmap Consulting Customer Satisfaction 19

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. These people add value and develop a relationship with customers.

Customer Success 58

Customer Success Metrics e-support Customers 58

ClientSuccess

NOVEMBER 22, 2021

Customer Engagement. Collecting data and insights from each of these channels – and then sharing it with the necessary teams – ensures that your team can proactively act on the information you have and be a true Voice of the Customer. . eBook: 5 Ways To Surprise & Delight Your Customers. Support Tickets.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Gainsight

FEBRUARY 26, 2024

While customers, or accounts, have a few significant lifecycle moments, users vary greatly in terms of specific user types, product needs, and daily usage. User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications.

How To 52

How To NPS Effort Score Touchpoint 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

Amity

OCTOBER 12, 2017

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. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? This means face-to-face too, where possible.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Gainsight

MAY 13, 2020

The 6 key messages that you will hear weaved throughout Pulse Everywhere are the main questions we know to be top of mind for Customer Success and Product Leaders everywhere. Visibility to gain a common view of the customer. Enter the Prescriptive Value Path Splunk has created to help prospects envision success.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. There are even more functions beyond those, but the point is: customer success is still being defined. Below is a preview of how the team at InVision defines customer success. Monday is that day for me.

Customer Success 48

Customer Success Management Roadmap Training 48

ClientSuccess

AUGUST 27, 2019

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. I love that; as our clients are successful, we’re successful.

Software 40

Software Customer Success Culture Customers 40

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. MAU and DAU give insight into engagement, adoption, and overall user health. Some companies use the Average Page View count to get an overview of customer engagement. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management How To 65

Amity

OCTOBER 12, 2017

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. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

SmartKarrot

JUNE 18, 2021

Role: Associate Director, Customer Success Location: Remote, United States Organization: AKASA As an Associate Director of Customer Success, you will demonstrate revenue cycle expertise by conducting customer onboarding and implementation activities such as process mapping or workflow review.

Customer Success 10

Customer Success Roadmap Leadership Customer Satisfaction 10

SmartKarrot

MAY 10, 2021

Role: Customer Success Manager – Strategic Location: Remote, United States Organization: Premier Group Recruitment As a Customer Success Manager, you will be actively serving a portfolio of assigned North American accounts including major consumer, prosumer, and B2B brands.

Customer Success 10

Customer Success Roadmap ROI Customers 10

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments.

Customer Success 10

Customer Success Case Study Financial Roadmap 10

SmartKarrot

JULY 2, 2021

Role: Director, Customer Success Location: San Diego, CA, US Organization: Lytx, Inc. As a Director of Customer Success, you will develop and lead a functional strategic plan to support top-level objectives. Conduct group refresher workshops and webinars. And then execute on these plans.

Customer Success 10

Customer Success Roadmap Customers Meeting 10