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). reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Customer Success 87

Customer Success Tips Management Sales 87

ClientSuccess

APRIL 28, 2021

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. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 54

Leadership Customer Success B2B Customer Retention 54

Kapta Customer Success

APRIL 4, 2022

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.".

Leadership 97

Leadership Management 97

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 94

Customer Success Consulting Customers Leadership 94

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. said Customer Success; 19.2%

Sales 52

Sales Customer Success Management Study 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. said Customer Success; 19.2%

Sales 52

Sales Customer Success Management Study 52

Gainsight

APRIL 26, 2019

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. Customer Success 2010.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Gainsight

FEBRUARY 7, 2023

Yet amidst the usual shuffling and strategic planning for the new year, I’ve seen a new trend emerge: companies are combining their Customer Success Management (value/adoption) and Account Management (renewal/expansion) roles. Our Take So—should Customer Success and Account Management be combined?

Customer Success 52

Customer Success Management Financial ROI 52

Amity

JULY 13, 2017

SaaS Tattler Issue 104: Team Management Tips for Amazing Customer Success Leadership. Managing a team is never an easy task. Like anything, leadership takes work, this is why we’re dedicating this week’s SaaS Tattler to improving your management skills. Director of Customer Success at Aha!

Leadership 56

Leadership Tips Customer Success Management 56

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

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

Totango

MARCH 8, 2022

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. What Is a Customer Success Community?

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Totango

JUNE 10, 2022

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. Customer success is still new.

Customer Success 101

Customer Success Tips Chief Customer Officer Leadership 101

ChurnZero

MARCH 10, 2022

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. Top five Customer Success communities. Customer Success Network.

Customer Success 98

Customer Success Leadership Sports Resources 98

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Education Services Group

AUGUST 9, 2022

Customer Success is all about change. Yet, most CS professionals don’t take advantage of the benefits of extremely valuable change management principles. It’s an excellent system for executing big changes like establishing a whole new Customer Success program and smaller changes like modifying your CSM comp plan.

Examples 52

Examples Customer Success Management Communication 52

Gainsight

FEBRUARY 15, 2024

Here are some of our favorite takeaways from those webinars, along with some additional insights to ensure you lay a sturdy foundation for your customer education program. ” While he wasn’t talking about customer education or starting an academy, he certainly could have been. For example, maybe a C.S.M.

Leadership 52

Leadership Culture Customers Training 52

Education Services Group

FEBRUARY 26, 2023

Customer Success leaders have a lot in common with rockstars. customers). It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. Putting on a CS roadshow is particularly critical in the early stages of Customer Success.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

Gainsight

OCTOBER 7, 2022

According to Gainsight research , companies continue to invest in customer success (CS), and it’s obvious why: CS is an efficient growth engine for the business. . That’s why Gainsight offers two robust education programs that help you level up your customer success management game. Explore Pulse+ today. .

Customer Success 52

Customer Success Management Conference Leadership 52

ChurnZero

NOVEMBER 3, 2021

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. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Your Customers.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ChurnZero

JANUARY 8, 2024

At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This is why on our annual survey of customer success leaders , we ask about “non-headcount budgets.” So how did non-headcount customer success budgets shake out in 2023?

Customer Success 52

Customer Success Leadership Study Industry 52

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Customer Success Consulting ROI 62

ChurnZero

NOVEMBER 29, 2022

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. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Leadership Case Study Sales 98

Amity

MAY 24, 2016

We hear you -- working in Customer Success is no small task. There is always plenty (and then some) to account for: Various customers to build relationships with -- resulting in various concerns to be addressed -- resulting in various solutions to offer (as each customer is unique and should be treated as such).

Leadership 84

Leadership Customer Success Customers Course 84

Totango

APRIL 1, 2021

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us.

Leadership 79

Leadership Software Analytics Touchpoint 79

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Customer Success 155

Customer Success Sales Feedback Groups 155

Totango

NOVEMBER 1, 2021

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. 5 Key Takeaways. 5 Key Takeaways. Need help leading your CS team?

Customer Success 98

Customer Success Tips Guidelines Leadership 98

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. Expanded roles and responsibilities: how will customer success evolve in 2024?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

JANUARY 4, 2021

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. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Gainsight

FEBRUARY 28, 2024

Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

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

Gainsight

MARCH 8, 2023

Today, financial leadership is transforming once again. Amid an economic slowdown and renewed emphasis on profitability, it’s become apparent that companies need not just strategic solutions but also new ways of managing and supporting people. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.”

Leadership 52

Leadership Financial Conference Communication 52

Gainsight

MAY 31, 2023

When evaluating customer success software, review platforms such as G2 and TrustRadius can be invaluable resources. The G2 Spring 2023 Grid Report for Customer Success was released, and it ranked the top 10 Customer Success solutions on two axes: Market Presence and Customer Satisfaction.

Leadership 52

Leadership Gamification Analytics Customer Satisfaction 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen.

Training 94

Training Customer Success Customers Culture 94