INDUSTRY INSIGHTS YOUR PEERS ARE READING
A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization. MORE
I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms. MORE
If you’re going to focus on customer value in a meeting, while not talking about your own products, you should make sure you check all the boxes. Addressing customer pain points and goals directly is the easiest easier way to sell to them. The post A Sales Primer for Customer Success Managers appeared first on Kapta - Key Account Management Software. Customer Success customer success sales value proposition 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
SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. MORE
How to measure & manage customer success managers Loyalty. 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
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds. MORE
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds. MORE
It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Q: What drew you to working in Customer Success? MORE
Our approach to scaling a customer success team might be vastly different for strategic accounts vs. your small and mid-size business (SMB) segment. Customer Segmentation. Some customer success teams perceive high touch as something that’s nearly impossible to scale. 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
The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. How do you determine which compensation plan aligns with the customer's (and by extension, the company's) best interests? Customer Success Management MORE
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. MORE
In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position. 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
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. 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
A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. MORE
There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial to monitor and ensure customer success in relation to your business. MORE
ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. Webinar: Product-Led Customer Success: What, How, and Why. 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
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results? 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
The key skills customer success managers require Loyalty. MORE
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. 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
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
The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. Since customer success is an emerging field, many aspiring CSMs may think that a Customer Success Manager’s job would be simple. MORE
t not only make it, but does it in a way that makes their customers super successful in the process. ng new customers thr?ugh In the customer success word we use the term “advocate” to define a customer who t?lk? things a customer success manager ??n MORE
There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Give your Customer Success candidate a scenario that is not straight forward to think about. MORE
If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. However, this process takes dedicated nurturance of the customer relationship. 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 Success, at its core, helps customers achieve their goals by maximising the value from a product. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers who had signed up, how many renewed their contracts. MORE
natero
MARCH 19, 2019
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. Customer Success Management
CustomerSuccessBox
APRIL 11, 2019
A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model.
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.
CustomerSuccessBox
FEBRUARY 14, 2019
The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. Since customer success is an emerging field, many aspiring CSMs may think that a Customer Success Manager’s job would be simple.
Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle
CSM Practice
APRIL 16, 2019
t not only make it, but does it in a way that makes their customers super successful in the process. ng new customers thr?ugh In the customer success word we use the term “advocate” to define a customer who t?lk? things a customer success manager ??n
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CSM Practice
MARCH 18, 2019
There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Give your Customer Success candidate a scenario that is not straight forward to think about.
Totango
JUNE 11, 2019
If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. However, this process takes dedicated nurturance of the customer relationship.
Customer Bliss
MAY 17, 2019
I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms.
CSM Practice
FEBRUARY 15, 2019
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds.
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HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.
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CSM Practice
JUNE 19, 2019
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.
CSM Practice
JUNE 19, 2019
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey.
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™.
CSM Practice
FEBRUARY 15, 2019
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. What would it be like if you were the customer in your business? Because when your customers succeed, your business succeeds.
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.
CSM Practice
APRIL 30, 2019
There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial to monitor and ensure customer success in relation to your business.
Customer Bliss
MARCH 28, 2019
In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position.
CSM Practice
APRIL 3, 2019
Our approach to scaling a customer success team might be vastly different for strategic accounts vs. your small and mid-size business (SMB) segment. Customer Segmentation. Some customer success teams perceive high touch as something that’s nearly impossible to scale.
Kapta
APRIL 5, 2019
If you’re going to focus on customer value in a meeting, while not talking about your own products, you should make sure you check all the boxes. Addressing customer pain points and goals directly is the easiest easier way to sell to them. The post A Sales Primer for Customer Success Managers appeared first on Kapta - Key Account Management Software. Customer Success customer success sales value proposition
MyCustomer
MARCH 28, 2019
The key skills customer success managers require Loyalty.
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.
CustomerSuccessBox
FEBRUARY 27, 2019
A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization.
natero
NOVEMBER 15, 2016
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
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.
Totango
MARCH 21, 2019
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results?
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
ChurnZero
JUNE 7, 2019
It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Q: What drew you to working in Customer Success?
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.
CustomerSuccessBox
MARCH 27, 2019
Customer Success, at its core, helps customers achieve their goals by maximising the value from a product. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers who had signed up, how many renewed their contracts.
MyCustomer
FEBRUARY 15, 2019
How to measure & manage customer success managers Loyalty.
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.
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.
natero
FEBRUARY 20, 2019
The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. How do you determine which compensation plan aligns with the customer's (and by extension, the company's) best interests? Customer Success Management
CustomerSuccessBox
DECEMBER 20, 2018
SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018.
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.
ClientSuccess
APRIL 4, 2019
ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. Webinar: Product-Led Customer Success: What, How, and Why.
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