Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Customer Success 105

Customer Success Management Net Promoter Score Effort Score 105

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. In our field, the composition of Customer Education teams can vary wildly. Maybe both?

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Customer Success Management Effort Score Training 52

Helpware

JULY 15, 2021

These best practices for managing remote customer success teams will help your business overcome obstacles common in remote workforce situations.

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Customer Success Management How To Customers 63

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

Customer Success 52

Customer Success How To Chief Customer Officer Consulting 52

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models.

Customer Success 52

Customer Success How To Self Service Course 52

ClientSuccess

SEPTEMBER 3, 2020

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). Download Customer Success Compensation Models Image.

Customer Success 111

Customer Success Management NPS Sales 111

Totango

OCTOBER 27, 2021

You may be able to identify an issue that you can help with and use that information to open a new door and restart the conversation, explaining how you can help them overcome this particular challenge. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning.

Customer Success 90

Customer Success How To Metrics Effort Score 90

CustomerSuccessBox

OCTOBER 31, 2021

This is a new initiative by CustomerSuccessBox to train Customer Success managers. The CustomerSuccessBox 101 Training for CSMs will help you drive business outcomes and become a trusted advisor who continuously delivers value to their customers. The post Customer Success Manager certifications appeared first on.

Customer Success 52

Customer Success Management Course Training 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. So how do we overcome this? That’s okay.

Software 98

Software Customer Success How To CRM 98

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Instead, continuously evaluate what practices and customer insights might lead to better outcomes.”.

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Customer Success Management Marketing Analytics 105

natero

SEPTEMBER 11, 2019

Customer Success Management is a dynamic role, and job responsibilities can vary depending on a company's maturity, culture, and vision. With demand consistently outpacing supply, hiring Customer Success Managers is no easy feat. Jump to examples of Customer Success job descriptions.

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Customer Success Management Culture Customers 84

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

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Tips Customer Success Management Social Media 102

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). building advocacy

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Customer Success Net Promoter Score Customers Customer Retention 166

Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Control over the customer experience.

Customer Success 52

Customer Success Company How To Effort Score 52

Kapta Customer Success

DECEMBER 18, 2023

The upcoming year will be challenging for account managers and customers alike. Consequently, account managers are caught in something we refer to as “the big squeeze,” experiencing both internal and external pressures.

Management 59

Management How To Marketing Customers 59

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . What, why, and how are you going to solve the problem at hand needs to be explained. Customer Success is a rapidly evolving function.

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Customer Success How To CRM Software 98

ChurnZero

DECEMBER 17, 2021

They enable businesses to provide more value to their existing customers and bring in additional revenue as a result. . Considering that studies have shown that acquiring a new customer is exponentially more expensive than retaining an existing one, expansion management becomes more important than ever. Clarity is key.

Strategy 98

Strategy Management How To Customer Retention 98

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Customer Satisfaction Feedback 112

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 97

Customer Success Net Promoter Score Effort Score How To 97

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. Customer 360 : Ability to connect all platforms in your techstack into one centralized customer data platform. What to Consider in Your Evaluation.

Customer Success 84

Customer Success How To NPS Resources 84

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. Top 5 Stress Management Techniques for CS Professionals. Manage CS Stress with the Right Tools.

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Customer Success Management Exercises Customers 86

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

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Report Trends Customer Success Self Service 91

Totango

OCTOBER 27, 2021

You may be able to identify an issue that you can help with and use that information to open a new door and restart the conversation, explaining how you can help them overcome this particular challenge. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning.

Customer Success 71

Customer Success How To Metrics Effort Score 71

Vanilla Forums

MARCH 10, 2021

Most customer success managers focus on how to get customers to use products well or use them to their fullest potential. But what do you do when customers aren't using the product at all? In that case, you have a product adoption issue—the customer bought the product but is failing to utilize it.

Customer Success 87

Customer Success Management Customer Satisfaction Customers 87

ClientSuccess

AUGUST 31, 2020

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. . First of all, congratulations!

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Customer Success How To eBook Leadership 105

ChurnZero

MARCH 19, 2021

Even if that additional upfront work makes us happier or far more successful in the end, we’d rather remain unhappy than make ourselves vulnerable to the unknown of change. Your customer’s team members or certain stakeholders may resist adopting your product if they’re associated with the system that came before it.

Customer Success 88

Customer Success Management System Customers 88

Kapta Customer Success

AUGUST 7, 2023

CXO at GadellNet, Ashley Pyle , gave an engaging presentation at KAMCon 2023, about how to hire account managers with precision. During her talk, Ashley spoke about what you should consider as you go through the account manager hiring process to successfully select the best candidate for the role.

Management 52

Management How To Engagement Customer Success 52

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Customer Success 52

Customer Success eBook Communication Analysis 52

Totango

OCTOBER 27, 2021

You may be able to identify an issue that you can help with and use that information to open a new door and restart the conversation, explaining how you can help them overcome this particular challenge. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning.

Customer Success 62

Customer Success How To Metrics Effort Score 62

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Customer Success 97

Customer Success B2C How To B2B 97

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. But as you acquire more customers, you’ll no longer be able to passively manage these lead and brand-building sources. ChurnZero virtual RYG panelists included: Nicole Barker , Head of Customer Success at Conductiv.

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Customer Success How To Case Study Customers 96

CustomerSuccessBox

FEBRUARY 2, 2022

Customer Success (CS) and customer experience are often disregarded when firms merge, despite the fact that it is undoubtedly one of the most crucial components of any business. According to Gartner’s research, organizations of the future will compete mostly on customer experience.

Customer Success 52

Customer Success How To System Customers 52

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

CustomerSuccessBox

MAY 23, 2022

This is why it’s quite surprising to know that the profession of customer success specialist has been marked universally as a high-demand job profile. Read further to know how can you progress through the customer success career path. Additional Read: The key responsibilities of the Customer Success Manager.

Customer Success 52

Customer Success How To Leadership Trends 52

ChurnZero

FEBRUARY 8, 2022

Using Kanter’s reasons as a guide, we outline how Customer Success leaders can navigate this delicate territory to optimize the customer change management process and overcome change resistance. This is important when it comes to designing your change management process. Desire for Control.

Customer Change 98

Customer Change Management How To Customer Success 98

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management.

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Customer Success Management Financial Metrics 65