Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Sales 91

Sales NPS Customer Journeys Customer Success 91

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

Gainsight

JANUARY 6, 2023

Benchmark: Product Roadmapping With Product Experience Data. What You Need From a Product-Led Growth Tool for an Effective GTM Strategy. Using Product Analytics to Drive Product Roadmaps. Three Business Efficiency Metrics Every Product Manager Must Know. The Importance of a Data-Driven Product Roadmap.

Resources 52

Resources Roadmap eBook Analytics 52

Education Services Group

MARCH 18, 2020

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. Non-SaaS businesses are hopping on board the Customer Success train to meet market demand and consumer expectations. This is 100% true. Understand your organizational maturity.

Customer Success 52

Customer Success Resources Guidelines Metrics 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.

Customer Success 52

Customer Success Roadmap How To Feedback 52

SurveySparrow

JULY 31, 2023

VOC Methodology Process: Unleashing Customer Insights To embark on the journey of understanding your customers, you need a structured approach. The voice of the customer process provides a roadmap to systematically capture, analyze, and act upon customer feedback. When did being attentive become so much fun?”

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Gainsight

JULY 10, 2023

Delivering exceptional customer experiences is imperative for all Customer Success teams. If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start.

Self Service 52

Self Service How To Roadmap ROI 52

BirdEye

MAY 30, 2023

Competitive benchmarking versus competitive analysis Best practices for competitive benchmarking Competitive benchmarking benefits Best competitive benchmarking metrics FAQs about competitive benchmarking What is competitive benchmarking? The data you collect about your competitors become the metrics with which you set goals for your company.

Social Media 98

Social Media Analysis Metrics Advertising 98

SmartKarrot

MAY 23, 2023

Role: Customer Success Manager Location: Melville, NY, United States (Remote) Organization: Get It Recruit – Marketing As a Customer Success Manager, you’ll learn everything there is to know about the MyAdvice suite of digital marketing products and services.

Customer Success 19

Customer Success Roadmap ROI Customers 19

Gainsight

AUGUST 22, 2021

In fact, a Dimension Data study found 84% of companies that place a focus on bettering the customer experience saw an uptick in revenue. So, how can you anchor your PLG strategy in customer success ? Master your product roadmap. Our Gainsight PX software lays out in-depth product metrics in easy-to-use dashboards.

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. Business strategies and tools that drive durable growth. .

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Gainsight

JULY 15, 2022

The new status quo: durable, efficient growth driven by metrics such as net retention rate (NRR), customer acquisition cost (CAC), and free cash flow (FCF) margins. In the world of B2B SaaS, when the going gets tough (anemic sales), the tough get going by accelerating their adoption of Customer Success (CS).

Effort Score 59

Effort Score Metrics B2B Customer Success 59

Education Services Group

JUNE 20, 2023

When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. Top 10 Product Experience Blog Posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Gainsight

JUNE 17, 2022

If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. . Here’s how to pick out the perfect metrics for product-led growth. . How do product-led strategies contribute to business growth? .

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

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. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

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 a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Gainsight

APRIL 5, 2022

For product leaders and managers who receive feedback from all directions, it can be especially hard to pin down a direction for product roadmaps in these multipronged companies. PX makes it easier to align your products with users in two key ways: You can rally around user-based metrics. User expectation gaps emerge.

Company 52

Company Multi-Channel Roadmap Analytics 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

NOVEMBER 22, 2022

Role: Director, Customer Success Location: Remote, United States Organization: iHeartMedia As a Director of Customer Success, you will work with the SVP, Digital Solutions and lead the efforts for operational excellence of the Account Management team. Apply here: [link]. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

JULY 28, 2022

Manage, acquire and build process, tools, and other resources to create a Client Success Center of Excellence. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing.

Customer Success 19

Customer Success User Experience Roadmap Video 19

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. Value leads to success and, in turn, to advocacy. Your roadmap can partially influence that. Your customer success program is key in this case too.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

SmartKarrot

FEBRUARY 24, 2023

Role: Customer Success Manager Location: NAMER, United States (Remote) Organization: SnapCell As a Customer Success Manager you’ll onboard new customers and train without a hitch. updating the SnapCell customer location/user templates. Create and use tools and techniques for account management.

Customer Success 19

Customer Success Transportation Roadmap Customers 19

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

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

AUGUST 26, 2022

Role: Director of Customer Success Location: Remote, United States Organization: FinditParts As a Director of Customer Success, you will manage Contact Center Operations to deliver a great customer experience, meeting or exceeding all revenue goals, KPIs, and SLAs.

Customer Success 19

Customer Success e-support Case Study Roadmap 19

SmartKarrot

APRIL 27, 2022

Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Storm5 As a Vice President of Customer Success, you will understand the account structure and its partner eco-system to formulate a way of working & onboarding plan and executing the same.

Customer Success 19

Customer Success Roadmap Government Customers 19

SmartKarrot

OCTOBER 27, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will advise customers as a trusted partner on use-cases, fundraisinggiving strategies, and Givelify products and services. Ensure customer buy-in throughout the process.

Customer Success 19

Customer Success Case Study Roadmap ROI 19

SmartKarrot

FEBRUARY 9, 2023

Role: Head of Customer Success Location: San Francisco, CA, United States Organization: Ikigai As the Head of Customer Success, you’ll manage the onboarding of new clients and ensure a smooth transition from sales. Ensure that our communications and updates are received by all users at each customer.

Customer Success 19

Customer Success Roadmap Culture Customers 19

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

SmartKarrot

FEBRUARY 8, 2022

Role: Strategic Customer Success Director Location: Indianapolis, IN, US Organization: Wunderkind As a Strategic Customer Success Director, you will mentor and inspire a small team of high-performing Customer Success Managers & Associates. Follow-up on support ticket escalations.

Customer Success 19

Customer Success Roadmap Conference Measurement 19

SmartKarrot

JUNE 17, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Castlight Health As a Director of Customer Success, you will support the professional development of a team of Customer Success Managers. Manage and resolve account escalations with high customer satisfaction.

Customer Success 19

Customer Success Roadmap ROI Sales 19

ChurnZero

MARCH 1, 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. This spotlight will be featuring, Brett Andersen who is the Director of Client Success at Degreed.

Customer Success 40

Customer Success Return on Investment Customers Roadmap 40

SmartKarrot

AUGUST 2, 2022

Role: Vice President of Customer Success Location: Richmond, VA, US (On-site) Organization: ProspectBlue As a Vice President of Customer Success, you will be a key member of the leadership team, reporting to the President. Define segmentation of Member base and varying strategies to help each of them achieve success.

Customer Success 19

Customer Success Leadership Roadmap Customers 19