How to Measure Customer Satisfaction With CSAT

GetFeedback

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly.

4 Customer Success Mistakes (and how to fix them)

natero

The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways. Customer Success Management

How to Demonstrate Impact in Customer Success

Strikedeck

Kristen illustrates how expansion is the key to demonstrating a CS team's impact. Customer Success Customers Onboarding saas value realization

How To Use Automation For Customer Success

Amity

Customer Success Managers have so much to offer, and there’s no limit to what they can do. The more domain expertise they gain, the more they create and deliver value to their customers and become long-term strategic partners.

Improving Customer Service: How to Handle Upset Customers Successfully

Kristina Evey

Improving customer service requires the fine art of working with frustrated and upset customers. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . .

Customer Success Personas and How to Leverage Them

Amity

At Amity, we define persona as a description of a type of customer, including associated job titles, work responsibilities, current goals, pain points, etc., based on research of existing customers. However, personas don’t need to be exclusive to those teams.

Customer Success Metrics

Amity

Tracking the proper metrics is essential in understanding how your business is performing. Having proper data, reports and a recurring cadence for analyzing these reports is necessary if you want to make data driven and meaningful decisions. Customer Health. Customers by Volume.

How To Leverage Automation For Customer Success

Amity

Customer Success Managers are people and because of that, they are very good at doing people things. For instance, Customer Success Managers have the opportunity to bring value to their customers thanks to their domain expertise.

How to Write a Compelling Customer Success Job Posting

Amity

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. What kind of goals (short- and long-term) do you want the candidate to achieve in this position?

How to Choose the Best Live Chat Software

Kayako

In the customer service and support world, it’s no secret that live chat is changing the game. From driving sales to boosting customer experience and growing retention, live chat has arrived as a fundamentally new way to interact with and support customers.

How to Measure Net Promoter Score (NPS) With Salesforce

GetFeedback

Since its inception, Salesforce has focused on giving organizations a holistic view of their customer data. But most modern CRMs, including Salesforce, lack one large piece: customer surveys. Your CRM is where your customer information lives. Have they talked to support?

How to Go From Glorified Support to True Customer Success

Gainsight

Customer Success was the new business buzzword, except it wasn’t a passing fad. It was starting to gain real traction in companies like Salesforce and Workday. Every organization on the planet needs an effective system to respond to product issues as they arise.

ROI 52

When Customer Success Becomes a Silo

Amity

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. Ask yourself, is it easy for customers to pay you?

Recorded Customer Success Webinar: Churn Probability Score Framework – How to Recognize Risks and Predict Customer Success

ClientSuccess

ClientSuccess hosted Lukas Quanstrom, CEO & Co-Founder, Ontic and 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: Churn Probability Score: How to Recognize Risks and Predict Customer Success.

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.

Inside Customer Success: Jobber

Amity

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. The main challenge has to be communication.

How to Focus Customer Success on Advocacy

CSM Practice

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program.

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?

Predictions for Customer Success in 2019

ChurnZero

No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change. the stuff that Customer Success teams are really meant to do).

How to scale your customer success teams

CSM Practice

When we approach addressing this question, we should ask ourselves is the CSM team mainly focused on high-touch or are you looking to also scale the efforts that are already working efficiently for our high-touch engagement model and proliferate that to the SMB client segment.

Join us for Customer Success Summit 2018!

Totango

So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement. This annual industry conference that Totango produces is for ALL customer-facing professionals that want to deliver on their promise to customers.

Inside Customer Success: Winning by Design

Amity

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. to regions such as Australia, Europe, Brazil, China and now Canada. Why did they decide to just add it now? How can you do both?

Inside Customer Success: Typeform

Amity

The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. Can you give us a brief overview of Customer Success at Typeform, and talk a little bit about your team?

Scaling Customer Success: Technology vs. Headcount

natero

Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls upon a team of one. As the customer base grows, this team of one will need to figure out how to scale their role — and do so quickly.

How to Fix the Misalignment Between CS & Customers

Strikedeck

Shreesha shares his rationale for how to bridge any gaps between Customer Success and customers. Customer Success Customers Onboarding saas value realization

How To Grow

Promoter.io

The post How To Grow appeared first on Promoter.io Customer Success General Net Promoter Startup Journey

How To 107

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. Our favourite model to use is the RACI model.

Sales 98

Make the Switch: Why Kayako Is The Customer Support Software For Your Small Business

Kayako

At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. Effortlessly pull in customer data.

How to Prepare for a Customer Success Interview

Amity

You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success.

How to Get Your Customer Success Budget Increased

Amity

To scale, one needs a bigger budget. 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.

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?

What is Customer Effort Score (CES) & How to Measure It?

Retently

Disloyal customers are costing businesses billions. In fact, according to CEB Global, it seems that around 96% of consumers that reported having difficulty solving a problem were more disloyal. How do you know how easy it is for your clients to interact with your business, though?

How to Scale Customer Support and Customer Success at Your Startup

ChurnZero

Every SaaS organization needs Customer Support and Customer Success functions. But most scale their teams in messy and ineffective ways, leaving them with a large cost burden and very little to show for it. Does the customer view the CSM in the same way?

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless. VP, Global Head Digital Customer Engagement.

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. I failed and we had to start over.

How to Prepare for a Customer Success Interview

Amity

You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success.

Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area

Totango

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Creating Customer Centricity Within the Organization.

Is customer success right for me?

CustomerSuccessBox

SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018.

The Best Customer Success Articles of 2017

Amity

We know, it's the season - it's easy not to feel ready for the new year when you're still working hard to wrap up the quarter. Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed.

Where Customer Support and Customer Success Goals Overlap

Kayako

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center.