Gainsight

OCTOBER 11, 2022

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

Customer Success 52

Customer Success Marketing Management Roadmap 52

Kayako

OCTOBER 16, 2017

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. Increase retention of current customers.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. This helps to keep your projects on track, your customers happy, and your business thriving.

Customer Success 79

Customer Success Tips eBook Roadmap 79

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

Customer Success 52

Customer Success Trends Management Survey 52

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Invest in Your Customer Success Team.

Strategy 95

Strategy Net Promoter Score How To Roadmap 95

ChurnZero

SEPTEMBER 20, 2019

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. She has become the “go-to” person for building the ultimate Customer Success model.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product.

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Customer Success Customer Journeys Roadmap Sales 82

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

Totango

MARCH 27, 2020

How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success.

B2B 83

B2B Customer Journeys Net Promoter Score Management 83

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

CSM Practice

MARCH 8, 2021

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? The Customer Success Executives Roundtable sessions are held second Tuesday of every month. . Customer Journey. Multi-year Plan Management.

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Customer Success Strategy Customer Journeys How To 52

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan.

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Q: Please introduce yourself.

Management 52

Management How To Effort Score Customer Success 52

ChurnZero

JUNE 10, 2022

Implementing a Customer Success platform is a momentous occasion—the mark of a new beginning and growth. SaaS product teams often plan their roadmaps at least a year in advance. Not nominating a project manager or champion. Who is ultimately responsible for the success of your implementation? Plan accordingly.

Software 52

Software Customer Success How To CRM 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. SixteenVentures.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially.

Customer Success 67

Customer Success Management Case Study Study 67

Wootric CX Blog

APRIL 7, 2021

In the world of software development, Product Managers must integrate customer insights — delights, frustrations, and pain points — into product development. During startup mode, it’s easy to interact with customers every day, inputting their feedback directly into product roadmaps. . Quality Customer Data.

Feedback 52

Feedback Customer Journeys Management How To 52

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important?

Customer Success 52

Customer Success Customer Journeys Roadmap Customers 52

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

Gainsight

OCTOBER 22, 2020

I’m responsible for Product Management and Technical Communications. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . At Gainsight, we believe customer success is a company-wide priority. If so, how? .

Meeting 98

Meeting Management Roadmap Customer Centricity 98

Wootric CX Blog

APRIL 7, 2020

Failure happens, but when handled well, something far more powerful can happen: Customer retention. Jay Nathan, Founder and Managing Director of Customer Imperative , was taken by surprise with his first cancellation: “The first major cancellation I received after taking responsibility for retention was like a gut-punch – no warning.”

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Customer Success Roadmap Customer Retention Feedback 72

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

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. One of the key aspects of fixing user friction is understanding how to prioritize that work along with things like new feature development. You may be wondering, when do lower ranking items get prioritized?

Roadmap 58

Roadmap Exercises Sales Marketing 58

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Report 64

Report Customer Success Net Promoter Score Roadmap 64

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 linked to a) the kind of solution you offer, b) your product roadmap, c) your customer success program, and d) your user experience.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Check out our Essential Guide to learn how to navigate the new product experience landscape. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Customer Retention Rate (CRR).

Metrics 65

Metrics Net Promoter Score Management How To 65

CustomerSuccessBox

DECEMBER 4, 2019

How Customer Success can lead to Product Stickiness. Be a trusted advisor: CSMs are the trusted advisor for the customer and customers look up to the CSMs to know more about how the product/service can solve their problem. Also – what is the roadmap for your product?

Customer Success 59

Customer Success Roadmap Return on Investment Customers 59

Gainsight

AUGUST 23, 2021

Outline: Intro: Overviews the challenge product managers face as they gather feedback from different groups and stakeholders. Explains how it can be difficult to set feature priorities for product roadmaps. In this article, we explain how to use data-driven decisions to prioritize features and products.

Data 52

Data Roadmap How To Tips 52

Gainsight

MARCH 21, 2022

Pressure is pushing down on product leaders and managers to deliver an unbeatable user experience—and for good reason. Wondering how? In this article, we dive into user analytics and show you how to use this powerful set of tools to ignite product growth. retention analysis shows how often your users are coming back.

Analytics 52

Analytics Roadmap How To Analysis 52

Lithium

MARCH 5, 2024

Khoros Academy will offer eLearning courses and role-based learning paths that teach you how to use commonly used capabilities of our Khoros solutions. If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. See what new capabilities are available now.

Social Media 52

Social Media Self Service Roadmap Insurance 52

natero

MAY 7, 2017

You’ve been brought in as the founding member of the Customer Success team — congrats! Your company is making a major investment in helping customers derive more value from its products and services. This roadmap will outline what you should expect to accomplish in your first 90 days.

Customer Success 71

Customer Success Roadmap Customers Company 71

CSM Practice

DECEMBER 14, 2020

New leaders are vulnerable in their first few months in whatever discipline, including customer success. There are integral parts of your first 90 days, such as developing relationships with your colleagues and customers, building trust, and gathering data and ideas for your career growth. Introduction. What is a 90-day plan?

How To 80

How To Customer Success Roadmap Strategy 80

Lithium

APRIL 2, 2024

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

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Roadmap Metrics CRM Resources 52

CustomerSuccessBox

SEPTEMBER 4, 2019

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). In case, you are planning to switch to Customer Success and wonder how we truck through our day, here’s a little glimpse.

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How To Roadmap Customer Success Training 78