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
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
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
How are you segmenting your customers? If you ask any key account manager, you’ll find that they either follow a traditional approach, an approach all their own, or worst of all, they don’t segment them at all. Segmenting your customers is crucial to your organization’s success because it shows you which accounts require the most attention, which ones are providing most of your bottom line-driven results, and which ones are doing fine for now. 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
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
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
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
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
Should you hire a customer success manager Loyalty. 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
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
In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Customer Success Management. MORE
I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase. 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
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
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
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
The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. 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
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
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.
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.
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.
MyCustomer
FEBRUARY 15, 2019
How to measure & manage customer success managers 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.
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Kapta
MARCH 6, 2019
How are you segmenting your customers? If you ask any key account manager, you’ll find that they either follow a traditional approach, an approach all their own, or worst of all, they don’t segment them at all. Segmenting your customers is crucial to your organization’s success because it shows you which accounts require the most attention, which ones are providing most of your bottom line-driven results, and which ones are doing fine for now.
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.
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.
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.
Amity
FEBRUARY 6, 2019
I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase.
|
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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
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.
Amity
JANUARY 30, 2019
In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Customer Success Management.
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.
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.
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.
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
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.
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.
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
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?
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
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
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
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
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.
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.
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.
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
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.
MyCustomer
JANUARY 23, 2019
Should you hire a customer success manager Loyalty.
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.
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.
ClientSuccess
FEBRUARY 22, 2019
The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful.
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