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Why Applying the Golden Rule to Customer Success Efforts Works

ClientSuccess

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations.

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Big on impact; short on investment: Key trends from the 2022 Customer Success Leadership Study

ChurnZero

Customer Success is gaining ground, influence, and budget within organizations. Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date.

Study 71
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When is the Right Time to Grow Your Customer Success Team?

ClientSuccess

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. This blog post will discuss three metrics to consider when evaluating your customer success team size.

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How is Your Leadership Mindset Evolving: Using the Key Account Management Maturity Model to Find Out

Kapta

Leadership is essential to any account management team — but how do you ensure it’s happening, and happening well? According to Zippia , "Only 10% of people are natural leaders — another 20% show some qualities of basic managerial talent that can be cultivated into high-quality leadership.".

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

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The Real Difference Between Customer Support and Customer Success

Retently

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. But there’s still one area that’s neglected all too often – Customer Success.

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3 Customer Success Operations Considerations

ClientSuccess

While some customer success departments may not have dedicated operations resources like sales and marketing departments have, more and more teams are realizing the importance of operations and investing in the solutions and resources needed for long-term success.

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Enterprise CS 101: Establishing Customer Success Quickly

Gainsight

The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. . In customer success, content is core.

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Need to Do More With Less? Try Digital Customer Success

Gainsight

In a rollercoaster global economy, you need to do everything in your power to take care of all of your customers. But when you’ve got customers across a wide variety of segments and geos, where do you start? You probably won’t be surprised at our answer: digital customer success (DCS).

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The Next Generation of Customer Success Leadership

Gainsight

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. That’s the big theme of Pulse (our big, annual conference) this year: what does the future of business look like with the customer at the center? Customer Lifecycle.

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Mythbuster monthly: Customer Success Manager coverage ratio

ChurnZero

When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest.

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How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team? How is a Customer Success Team Structured?

Sports 104
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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.

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ClientSuccess Strengthens Leadership Team with New Customer Success Executive

ClientSuccess

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. .

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Customer Success Financial Metrics That Matter

CSM Practice

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics.

Metrics 52
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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. Blog Thought Leadership

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ClientSuccess Strengthens Leadership Team with New Customer Success Executive

ClientSuccess

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. .

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Why Customer Success is not Customer Experience

CloudCherry

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

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Q&A Recap: 2021 Customer Success Leadership Study Results Revealed

ChurnZero

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last.

Study 52
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Top 5 Customer Success communities to join

ChurnZero

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success Network.

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9 Best Customer Success Communities in 2022

Totango

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer.

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Customer Success Career Development

CSM Practice

Maranda Dziekonski, Vice President Customer Success and People’s Operations at Swiftly, shared her insights into CSM’s career paths and ways to further develop the skills needed for a successful customer journey. Customer empathy. Customer Success.

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Tips for Navigating Your Customer Success Career Path

Totango

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr.

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Three lessons I’ve learned building a Customer Success team from different backgrounds

ChurnZero

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. I was very successful in my work. Customers were happy.

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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.

Metrics 86
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Customer Success Enablement

natero

Customer Success teams have no shortage of responsibilities — from launching new accounts, to helping existing customers achieve their goals and realize value — all the while securing upsells and renewals. With so many demands on a CSM's time, it's not surprising that leadership teams are ramping up investment in tools and resources to better support Customer Success teams. The concept of Enablement for Customer Success has developed out of this need.

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Getting Started with a Customer Success Program at Lucid

Totango

As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. However, an important aspect of any new customer success program is managing your internal stakeholders. .

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How to Achieve Company-Wide Customer Success with Guy Nirpaz

Customer Bliss

Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience. In today’s episode, Guy talks about the importance of delivering value to the customer and across the entire customer lifecycle.

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5 Tips for Leading an All-Star Customer Success Team

Totango

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. Customer Success

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How Do I Make Customer Success More Personal?

ClientSuccess

Customer success managers have their work cut out for them when it comes to retaining and growing customers. One way to ensure your customers stay with you is to add a personal touch to customer success. Understand Your Customers’ Goals and KPIs.

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Why Customer Success is not Customer Experience

CloudCherry

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

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Searching for New Customer Success Software? Start Here! 

ClientSuccess

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. How can this new platform move the needle with your customers? How does it impact critical metrics like growth, renewal rates, and customer churn? Blog Thought Leadership

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Customer Success Operations | UserIQ

UserIQ

As you begin to master the process of engaging, retaining and expanding your customer base, you’ll quickly find yourself in need of some extra support. CS Careers & Leadership

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The Ultimate Guide to Becoming a Customer Success Leader

Gainsight

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. Thankfully, there are best practices to increase your chances of success.

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Tips for Creating or Revising Your Customer Success Journey Map

ClientSuccess

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Are You Ready to Build Your Customer Success Journey Map?

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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.

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Customer Success KPIs: What CSMs Need to Know

ClientSuccess

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. If your team is still trying to figure out which KPIs are suitable for your customers, here is what you need to know NOW. .

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Customer Success vs Customer Experience

ClientSuccess

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers?

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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.

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How to get your Customer Success Tech Stack in Order

CSM Practice

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. . Customer Success is a rapidly evolving function. You have a large number of customers.