Gainsight

MARCH 22, 2022

Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. Successful CS organizations should be well aligned with the PM organization. Customers that achieve their business outcomes are more likely to continue to renew and expand.

Customer Success 52

Customer Success Management Roadmap Communication 52

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

Totango

NOVEMBER 3, 2022

That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference. Check out six key takeaways from their discussion, plus a bonus tip from a session hosted by our friends at Higher Logic. Deliver day 1 value.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Gainsight

AUGUST 22, 2021

By placing your product at the center of your growth strategy, your team can boost customer satisfaction, increase renewals, and lower acquisition costs. We’ve picked out five tips to help you create a best-in-class product-led growth strategy quickly and easily. Here are five tips to keep in mind: 1. Sound like a lot of work?

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Product and customer success teams have different ways of communicating and thinking about problems.

Customer Success 52

Customer Success Management Meeting Roadmap 52

Education Services Group

OCTOBER 26, 2022

Customer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership.

Tips 52

Tips Meeting Roadmap Customer Success 52

Wootric CX Blog

APRIL 7, 2020

Jay Nathan, Founder and Managing Director of Customer Imperative , was taken by surprise with his first cancellation: “The first major cancellation I received after taking responsibility for retention was like a gut-punch – no warning.” This happened back when he was SVP of Customer Success at an early stage SaaS company.

Customer Success 72

Customer Success Roadmap Customer Retention Feedback 72

ChurnZero

APRIL 22, 2022

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. this October.

Customer Success 52

Customer Success Roadmap Conference Feedback 52

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

Lithium

APRIL 2, 2024

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Roadmap 52

Roadmap Metrics CRM Resources 52

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

Gainsight

FEBRUARY 4, 2021

Customer Success 2.0 = Net Dollar Retention. In parallel, the Customer Success space has significantly evolved since its early days. Many CS teams started focused on defense – “firefighting,” customer health management, and churn. McKinsey captured the spirit of this in their article on Customer Success 2.0,

Tips 72

Tips Metrics Software B2C 72

Gainsight

NOVEMBER 16, 2021

With a few tips and tricks guiding the way, you can create your own product-led flywheel that starts pumping out growth faster and faster. . Additionally, you can use analytics to prove to stakeholders that your flywheel is working, and you can lean on metrics as you chart your product roadmap decisions. .

Tips 52

Tips Handbook Analytics User Experience 52

Gainsight

APRIL 23, 2019

These tips are just a taste of the product experience best practices that will be shared at Pulse 2019. Tip #1: Build a self-sufficient team. Tip #2: Inventory requests for easier product roadmap planning. Sometimes planning your product roadmap can feel like a giant game of tug-of-war. What is Pulse 2019?

Tips 49

Tips Management Roadmap Conference 49

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

Education Services Group

AUGUST 10, 2020

Partner Success programs are relatively new to the Customer Success world. Customer Success evolved out of the need for more dynamic, forward-thinking relationships with customers who purchase these subscriptions. Partner Success is all about teamwork. What’s in it for them?

Tips 52

Tips Customer Success Roadmap Communication 52

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

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

Gainsight

AUGUST 23, 2021

Explains how it can be difficult to set feature priorities for product roadmaps. Describes why it’s important to creating an effective product roadmap. How to Prioritize Features on Your Product Roadmap. Points out the value of using customer feedback data to fuel priorities. Tips For Better Feature Prioritization.

Data 52

Data Roadmap How To Tips 52

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

Gainsight

OCTOBER 25, 2021

Customer feedback loops root your strategy in data that matters. Because it feeds off of user experiences, and users are the main driver of your company’s growth, customer feedback loops can be a guiding light for your product roadmap. Customers feel valued. How do you embed customer feedback loops into your product?

Feedback 98

Feedback Roadmap Analysis User Experience 98

Gainsight

APRIL 21, 2022

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? Product Experience: A Key Driver Of Your Customer Success Journey. Product Experience .

Resources 52

Resources Handbook eBook Government 52

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. This is linked to a) the kind of solution you offer, b) your product roadmap, c) your customer success program, and d) your user experience.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Gainsight

MARCH 21, 2022

Here are a few tips to help you squeeze the most out of user analytics: Tap into behavioral segmentation. Use analytics to craft a masterful product roadmap. In-depth user analytics can hand you the materials to build a strong product roadmap that fast-tracks product growth. How can you leverage user analytics and drive growth?

Analytics 52

Analytics Roadmap How To Analysis 52

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

Totango

MARCH 12, 2019

It’s a critical time that can either cement loyalty or lead to customer churn. The good news is that onboarding in the digital era has become easier; interactions happen faster, communication is streamlined, and customer success software can notify you of important events. Document every customer interaction and automate tasks.

Roadmap 80

Roadmap Software Fashion Comparison 80

Retently

MARCH 5, 2024

Crafting responses that take into account the voice of the customer requires a thoughtful approach. Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients. Responding to Positive Reviews with Grace Crafting responses to positive reviews is a skill.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

ChurnZero

DECEMBER 6, 2019

Customer Success Managers have a lot on their plate. . CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. . Click here! .

eBook 80

eBook Roadmap Customer Success Tips 80

CustomerSuccessBox

OCTOBER 31, 2021

At CustomerSuccessBox, thought of interviewing Customer Success leaders to understand their perspective of Quarter Business Review. We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. How does it help your customers? How do you prep a team?

Roadmap 52

Roadmap Customer Success Leadership Analysis 52

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 115

Customer Journeys Touchpoint B2B Social Media 115

Gainsight

FEBRUARY 21, 2020

Before your next roadmap planning meeting, make sure you’re not making any of the following product experience mistakes and make fixing them a priority. Pro-Tip: If you want to skip right to the good stuff, register for a live demo of Gainsight PX. How do you prioritize your product roadmap? Sign up and tune into our live demo.

Case Study 89

Case Study Roadmap Study Feedback 89

SmartKarrot

JANUARY 15, 2021

A healthy Customer Success and Product team relationship is essential for high performing, high growth companies. Most software companies can point to areas of coordination between Success and Product and this is an excellent starting point. But for the sake of your long-term success–aim higher.

Customer Success 19

Customer Success Case Study Hospitality Roadmap 19

Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. Implementation tip : These agreements need to be established in partnership with the functional owners across the organization. Implementation tip : Alignment is tricky.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. Tease Them With Your Product Roadmap. There’s nothing like a sneak peek to make a customer feel special.

How To 81

How To Roadmap Case Study Tips 81

Gainsight

OCTOBER 28, 2021

Here are a few tips to help you determine product-market fit and grow your product: . Perfect the first mile of your product roadmap. When you’re building a solution to reach product-market fit, it’s important to focus on the first mile of your product roadmap. How do you determine market fit and grow your product?

Marketing 52

Marketing Roadmap Metrics Measurement 52

Gainsight

MAY 4, 2023

With the rise of Subscription-based companies came a new business model founded on the idea of proactively supporting customers to achieve success. In the new world, we focus on the scale a community brings to your customer journey, your Customer Success content, your plays, and courses.

Self Service 52

Self Service How To Effort Score B2C 52

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40