INDUSTRY INSIGHTS YOUR PEERS ARE READING
Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. Success is very subjective. MORE
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important. MORE
What account management style does your organization use? If you’re like most of the companies filling the B2B space, chances are you’re all about Customer Success. Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. By aligning your definition of success with your client’s, then you’re both striving for the same goal. Actions Drive Success. MORE
These days, buyers have more choices, are better informed, and expect a superior customer experience. As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires. Customer Success Management MORE
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. In today’s B2B world, customer experience management (CEM) often falls to the customer success team. MORE
This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Should Customer Success Managers (CSMs) “own” renewals with incentives and quotas? MORE
The goal of any customer success organization is ultimately to reduced churn and increase customer satisfaction. For your managed customers, Komiko influences that outcome directly by insuring that every customer is engaged with their CSM at an appropriate level. MORE
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? MORE
Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Why You Need a Customer Success Strategy. MORE
Every company, especially a large enterprise, builds an organizational structure around their customer operations. Today, Totango launched SuccessTeams for its Enterprise Edition to enable large organizations to align customer success with their global customer operations. MORE
Natero was founded on the premise that Customer Success teams need better access to actionable customer data. Early on, we saw that CSMs were struggling with more than just customer intelligence. Customer Lifecycle Management Customer Success Management MORE
Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. MORE
Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. MORE
Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. MORE
In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor. Customer Success is about making customers as profitable and productive as possible. MORE
Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services. We think that to be successful customer success teams must blend account management with a strong CX mindset. MORE
Did you know that there is a Customer Happiness Index? HubSpot was the first company to develop a Customer Happiness Index (CHI) as a way to score how effectively customers are using their software. Hey, who doesn’t want to know if their customers are happy? MORE
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. How do you keep on learning about Customer Success? MORE
There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post). MORE
The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be. MORE
We’ve all been there, the situations in which ‘the customer is always right’ Dealing with difficult customers can certainly be challenging, and you aren’t always going to see eye-to-eye with your customers. Allow your customers to vent. MORE
But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. Increases self-service for customers across all segments. MORE
Remember, the GDPR applies to organizations located within the EU, but it also affects organizations located outside of the EU if they have EU customers and monitor the behavior of EU subjects. This will allow Amity users to host their customer data in the EU. MORE
This issue is particularly relevant to customer success managers. Their job naturally involves working with various departments and teams to maintain strong relationships with customers. [image: [link]. It’s no secret that building a startup can be a difficult task. MORE
While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. Some of your immediate options might be enlisting the help of your Manager or figuring out how to work towards it. MORE
When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business? MORE
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss MORE
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. MORE
Careers in Customer Success Management are on the rise globally. With the field of Customer Success Management evolving so quickly, it only makes sense that compensation structures get more intricate and precise over time. MORE
. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. MORE
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. In today’s B2B world, customer experience management (CEM) often falls to the customer success team. MORE
Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. The customer. This is exactly where the customer success function comes in. Customer success helps in customer retention. MORE
Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. MORE
Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line. Customer Success Management MORE
This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™. MORE
When Customer Success Managers talk customer health, Net Promoter Score (NPS) inevitably comes up. But why has NPS become the gold standard for measuring customer sentiment and loyalty? Customer Success Management NPS MORE
Here are four mistakes I commonly see Customer Success teams make and how to address them. Customer Success ManagementThe 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. MORE
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important. MORE
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. MORE
As of today, there are over 200,000 Google search results with the phrase "Customer Success" in the title. Needless to say, there's a staggering amount of content about Customer Success! To help cut through the noise, we've compiled our favorite Customer Success organizations that you can turn to for advice, inspiration, and community. Customer Success Management MORE
Weight Management for Health in #CustomerSuccess? After losing a couple of kilo myself recently (yay), I got to thinking about whether or not customer success health scores need to be weighted. Outcomes: measures of value that customers recieving. MORE
CloudCherry
OCTOBER 30, 2018
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. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.
CloudCherry
DECEMBER 1, 2018
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. In today’s B2B world, customer experience management (CEM) often falls to the customer success team.
Amity
NOVEMBER 28, 2018
Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future.
Amity
DECEMBER 12, 2018
The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be.
natero
JANUARY 11, 2019
Here are four mistakes I commonly see Customer Success teams make and how to address them. Customer Success ManagementThe 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.
natero
JULY 23, 2018
Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line. Customer Success Management
|
Kapta
AUGUST 20, 2018
What account management style does your organization use? If you’re like most of the companies filling the B2B space, chances are you’re all about Customer Success. Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. By aligning your definition of success with your client’s, then you’re both striving for the same goal. Actions Drive Success.
CSM Practice
OCTOBER 10, 2018
This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™.
Amity
NOVEMBER 21, 2018
This issue is particularly relevant to customer success managers. Their job naturally involves working with various departments and teams to maintain strong relationships with customers. [image: [link]. It’s no secret that building a startup can be a difficult task.
CSM Practice
OCTOBER 10, 2018
. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream.
ClientSuccess
OCTOBER 10, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.
|
|
natero
OCTOBER 19, 2018
When Customer Success Managers talk customer health, Net Promoter Score (NPS) inevitably comes up. But why has NPS become the gold standard for measuring customer sentiment and loyalty? Customer Success Management NPS
Amity
OCTOBER 23, 2018
There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).
Amity
AUGUST 30, 2018
We’ve all been there, the situations in which ‘the customer is always right’ Dealing with difficult customers can certainly be challenging, and you aren’t always going to see eye-to-eye with your customers. Allow your customers to vent.
Amity
JANUARY 9, 2019
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?
Amity
FEBRUARY 4, 2018
Careers in Customer Success Management are on the rise globally. With the field of Customer Success Management evolving so quickly, it only makes sense that compensation structures get more intricate and precise over time.
Experience Matters
JUNE 18, 2018
Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services. We think that to be successful customer success teams must blend account management with a strong CX mindset.
Lumoa
JANUARY 8, 2019
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss
Amity
MARCH 15, 2018
While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. Some of your immediate options might be enlisting the help of your Manager or figuring out how to work towards it.
AskNicely
SEPTEMBER 25, 2018
Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program.
Amity
JULY 23, 2015
Did you know that there is a Customer Happiness Index? HubSpot was the first company to develop a Customer Happiness Index (CHI) as a way to score how effectively customers are using their software. Hey, who doesn’t want to know if their customers are happy?
LiveChat
SEPTEMBER 19, 2018
Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Why You Need a Customer Success Strategy.
B2B Customer Service Blog - TeamSupport
JULY 27, 2018
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important.
B2B Customer Service Blog - TeamSupport
JULY 27, 2018
Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important.
Amity
JANUARY 11, 2018
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. How do you keep on learning about Customer Success?
natero
MAY 16, 2018
These days, buyers have more choices, are better informed, and expect a superior customer experience. As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires. Customer Success Management
natero
SEPTEMBER 20, 2017
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.
Totango
OCTOBER 2, 2017
Every company, especially a large enterprise, builds an organizational structure around their customer operations. Today, Totango launched SuccessTeams for its Enterprise Edition to enable large organizations to align customer success with their global customer operations.
ChurnZero
JANUARY 4, 2019
But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. Increases self-service for customers across all segments.
CustomerSuccessBox
OCTOBER 4, 2018
Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. The customer. This is exactly where the customer success function comes in. Customer success helps in customer retention.
Amity
DECEMBER 5, 2018
Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise.
Amity
OCTOBER 5, 2016
Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. Success is very subjective.
Gainsight
OCTOBER 3, 2018
This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Should Customer Success Managers (CSMs) “own” renewals with incentives and quotas?
Forrester's Customer Insights
NOVEMBER 21, 2018
When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that initial flash of concern: How do I scale the same CSM practices across my entire book of business?
Totango
SEPTEMBER 6, 2017
Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time.
Bob Hayes
MAY 21, 2018
In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor. Customer Success is about making customers as profitable and productive as possible.
Amity
OCTOBER 5, 2015
Weight Management for Health in #CustomerSuccess? After losing a couple of kilo myself recently (yay), I got to thinking about whether or not customer success health scores need to be weighted. Outcomes: measures of value that customers recieving.
natero
DECEMBER 13, 2017
As of today, there are over 200,000 Google search results with the phrase "Customer Success" in the title. Needless to say, there's a staggering amount of content about Customer Success! To help cut through the noise, we've compiled our favorite Customer Success organizations that you can turn to for advice, inspiration, and community. Customer Success Management
Komiko
JUNE 24, 2018
The goal of any customer success organization is ultimately to reduced churn and increase customer satisfaction. For your managed customers, Komiko influences that outcome directly by insuring that every customer is engaged with their CSM at an appropriate level.
Amity
MAY 16, 2018
Remember, the GDPR applies to organizations located within the EU, but it also affects organizations located outside of the EU if they have EU customers and monitor the behavior of EU subjects. This will allow Amity users to host their customer data in the EU.
133 
Let's personalize your content