Gainsight

SEPTEMBER 20, 2019

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. At FullStory, we’ve landed on a successful process for prioritizing our product efforts called the 9-Blocker and we shared a little bit about this process in the webinar. When in Doubt, List It Out.

Roadmap 58

Roadmap Exercises Sales Marketing 58

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches. This is just the beginning.

Customer Success 52

Customer Success Roadmap How To Feedback 52

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Creating a Product Roadmap?

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Resources Handbook eBook Government 52

Gainsight

MARCH 21, 2023

Meaningful Metrics = Tangible Outcomes One theme that came up again and again, is this: No matter what your goals are, it’s critical that you’re driving tangible outcomes that are defined by meaningful, measurable metrics—especially when it comes to your digital strategy. The only way to measure success is to have a clear metric for success.

ROI 52

ROI Roadmap Metrics Measurement 52

ClientSuccess

JULY 1, 2019

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. The most successful organizations don’t simply have customer success teams ; they have customer success companies. .

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Customer Success Company Net Promoter Score How To 49

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Robin van Lieshout, CEO & Co-Founder, inSided.

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Customer Centricity Chief Customer Officer Effort Score Sports 98

SmartKarrot

MARCH 21, 2023

Role: Director, Customer Success Strategy Location: Seattle, WA, United States (Remote) Organization: CommerceIQ As a Director, Customer Success Strategy, you’ll create and implement customer success strategies that promote effective onboarding, adoption, retention, value creation, and customer satisfaction.

Customer Success 19

Customer Success e-support Consulting Roadmap 19

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below.

CRM 62

CRM Roadmap Customer Success Customers 62

Gainsight

FEBRUARY 26, 2024

User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Creating a Cohesive, Measurable Digital Program When you think about your customers’ and users’ digital journeys, many touchpoints probably come to mind.

How To 52

How To NPS Effort Score Touchpoint 52

Gainsight

JANUARY 17, 2020

So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap?

Feedback 117

Feedback Roadmap ROI Case Study 117

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

CustomerSuccessBox

NOVEMBER 1, 2018

The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds. —?Casey What is Customer Success? Is it maximization of value to the customer right from onboarding to the stage where the customer becomes a product champion? Casey Stengel.

Customer Success 40

Customer Success Training Customers Software 40

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. This group of people is called Customer Success.

Customer Success 58

Customer Success Metrics e-support Customers 58

ChurnZero

FEBRUARY 25, 2020

A good customer onboarding process should…. Provide a clear roadmap – From the onset of your customer relationship you should share a strategic plan that outlines where you are going, and the steps needed to get there. In other words, on average how long does it take your customers to onboard?

Customer Retention 59

Customer Retention Return on Investment eBook Roadmap 59

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. The Cycle of Customer Success. Customer Journey.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. I’m the VP, Customer Success here at Uberflip.

Customer Success 0

Customer Success Customers Metrics Sales 0

Gainsight

MAY 13, 2020

The 6 key messages that you will hear weaved throughout Pulse Everywhere are the main questions we know to be top of mind for Customer Success and Product Leaders everywhere. Visibility to gain a common view of the customer. Enter the Prescriptive Value Path Splunk has created to help prospects envision success.

Roadmap 59

Roadmap ROI NPS Customer Success 59

CustomerSuccessBox

JUNE 21, 2022

Instead of interviewing the customer again to understand key customer requirements, their desired outcomes, business values, etc., Suggested Read : The Effective way to Sales, Customer Success, and Implementation Handoff. Resource : What role can Customer Success Manager play in product management?

Strategy 52

Strategy Customer Retention Video Resources 52

Amity

MARCH 20, 2016

There was the ridiculous “we didn’t measure your door correctly, never mind listen to a word you said about your design preferences” quote, and the non-existent “we spent time and money sending someone to measure your door and spoke to you about your preferences but never sent you a quote” quote.

Roadmap 48

Roadmap Measurement Customer Retention Communication 48

Gainsight

FEBRUARY 20, 2019

The Age of the Customer has increased the importance of delivering exceptional customer experiences and outcomes. With the onus falling upon the entire company to produce a great customer experience, more and more functional departments are claiming ownership. Success is measured in MAU, DAU, or CLV.

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Roadmap Measurement Training Customer Success 45

ClientSuccess

AUGUST 27, 2019

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. I love that; as our clients are successful, we’re successful.

Software 40

Software Customer Success Culture Customers 40

ChurnZero

APRIL 26, 2019

Your new Customer Success Manager only gets to experience their first day on the job once. The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). Tip 1: Think Like a Human Resources Manager.

Tips 58

Tips Metrics Customer Success Training 58

Totango

JANUARY 7, 2020

Whatever your business needs, the following best practices will help you establish milestones that your customer success team can access as they coordinate meetings and set expectations. Best Practices for a Strong Customer Onboarding Workflow . Onboarding is about helping the customer to help themselves.

How To 72

How To Roadmap Meeting Customers 72

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Wootric CX Blog

MARCH 15, 2020

Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this. Step up your customer success initiatives. Make sure you and your clients are recording successes. How do you begin a customer advocacy program like this? We’re all in this together.

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Company e-support How To Chief Customer Officer 125

BirdEye

APRIL 25, 2023

It’s a roadmap that outlines your goals, target audience, which social media platforms to use, what kind of social content to create, and how to measure success. Apply the method of SMART(specific, measurable, achievable, relevant, and time-bound) goals. The more you engage, the more feeds your content reaches.

Social Media 93

Social Media How To Infographics Video 93

SmartKarrot

OCTOBER 20, 2020

Role: VP, Customer Success Location: San Diego, CA, US Organization: HashiCorp As a VP of Customer Success, you will be accountable for the success of the HashiCorp customer journey as measured by both the gross and net revenue retention for each customer segment.

Customer Success 10

Customer Success Roadmap ROI Customers 10

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments.

Customer Success 10

Customer Success Case Study Financial Roadmap 10

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Customer Acquisition Cost (CAC). The Monthly Active Users (MAU) metric measures the number of different users who open your product within a 30 day period. WATCH THE WEBINAR.

Metrics 65

Metrics Net Promoter Score Management How To 65

SmartKarrot

MAY 10, 2021

Role: Customer Success Manager – Strategic Location: Remote, United States Organization: Premier Group Recruitment As a Customer Success Manager, you will be actively serving a portfolio of assigned North American accounts including major consumer, prosumer, and B2B brands.

Customer Success 10

Customer Success Roadmap ROI Customers 10

SmartKarrot

JANUARY 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Community Brands As a Vice President of Customer Success, you will build, manage, support, and monitor the team within the organization. Serve as an advocate to the executive team for all things customers (e.g.

Customer Success 10

Customer Success Roadmap Policies Customers 10

SmartKarrot

MARCH 19, 2021

Role: Director of Customer Success Location: Salt Lake City, UT, US Organization: SmithRx As a Director of Customer Success, you will lead the Customer Success and Implementation teams. You will be accountable for customer satisfaction and retention of book of business.

Customer Success 10

Customer Success Advertising Case Study Roadmap 10

SmartKarrot

FEBRUARY 3, 2021

Refine and continuously improve the company’s Customer Success methodology and framework. Drive efforts to develop and maintain Success Playbooks that organize multiple roles to guide clients through an ideal lifecycle. Work closely with Sales on opportunities to grow your customers.

Customer Success 10

Customer Success Competitive Advantage Case Study Roadmap 10