Kapta Customer Success

APRIL 5, 2019

Sales is hard enough as it is. How do you walk into a sales meeting and NOT talk about your products? This method of sales revolves around building a good relationship with your clients. 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. Sales happen when a client feels like what you’re offering will get them to their goals.

Sales 48

Sales Customer Success Management Meeting 48

Gainsight

AUGUST 24, 2021

When customers have seamless experiences from marketing to sales and on to delivery? Form a holistic view of the customer experience. ” In other words, how confident are you that your customers are having the experience that you want them to have? Customer Success

Sales 52

Sales Customer Experience Customer Success Data 52

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Customer Success Roles. Customer Success Management.

Customer Success 82

Customer Success Customer Experience Training ROI 82

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. But there’s still one area that’s neglected all too often – Customer Success.

Customer Success 125

Customer Success Customer Experience Net Promoter Score Survey 125

Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle

Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.

Customer Success

Totango

JULY 25, 2019

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. And sales is, well, sales: a customer makes a single transaction and your business profits. However, no business can thrive without making sales to new customers.

Sales 69

Sales Customer Success Resources Customer Centricity 69

Totango

NOVEMBER 12, 2019

Imagine you’re a customer. Do you continue to get the same level of attention from that company’s customer success (CS) team? As you can see from the customer’s perspective, the attention you offer after a sale is completed is just as important as the attention you show during the sales process. This makes the sales to customer success handoff a critical moment that can determine whether or not you retain a customer.

Sales 56

Sales Customer Experience Customer Success Touchpoint 56

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Customer Success

Customer Experience 93

Customer Experience Customer Success Culture Survey 93

ChurnZero

SEPTEMBER 14, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 58

Sales Customer Experience Customer Success Exercises 58

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics.

Metrics 52

Metrics Financial Customer Success Customer Experience 52

Speaker: John Ragsdale, Vice President of Technology Research for TSIA

Join Vanilla Forums on June 22 at 12 EDT for a webinar led by TSIA’s distinguished vice president of technology research, John Ragsdale. Along with Adrian Speyer, Head of Community for Vanilla Forums, expect an in-depth conversation about the role of online customer communities in enabling the three critical charters of customer success: adoption, renewals, and expansion.

Customer Success

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance.

Customer Experience 78

Customer Experience Customer Success Tips Management 78

Gainsight

APRIL 15, 2022

The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. . Sales. Sales Process. Batman.

Customer Experience 82

Customer Experience Customer Success Net Promoter Score Sales 82

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Customer comfortability and experience. But selling Product B requires a whole net-new sales cycle. Churned Customers.

Examples 78

Examples Customer Experience Engagement Sales 78

ChurnZero

SEPTEMBER 16, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 52

Sales Customer Experience Customer Success Exercises 52

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Case Study

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. Here are three considerations to take into account when it comes to investing in customer success operations: 1.

Customer Experience 65

Customer Experience Resources Customer Success eBook 65

Gainsight

JANUARY 17, 2023

In a rollercoaster global economy, you need to do everything in your power to take care of all of your customers. But when you’ve got customers across a wide variety of segments and geos, where do you start? You probably won’t be surprised at our answer: digital customer success (DCS).

Customer Success 52

Customer Success Chief Customer Officer Case Study Study 52

ChurnZero

NOVEMBER 17, 2020

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! There is nothing like closing a big deal with a new customer! Step 1: Know what Drives Sales.

Sales 82

Sales Customer Experience Customer Success Measurement 82

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team.

Customer Experience 79

Customer Experience Customer Success Management Exercises 79

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. What Is Customer Success?

Customer Experience 82

Customer Experience Customer Success Chief Customer Officer Guidelines 82

CustomerSuccessBox

AUGUST 3, 2021

During the entire process with the customer, pre-sales and post-sales, there is a need for a close relationship between Customer Success and Sales. But the most crucial is the need for knowledge transfer about the customer. Customer Success

Sales 52

Sales Customer Success Tips Customer Retention 52

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. The question is, what is customer success? What Is Customer Success?

Customer Success 72

Customer Success Customer Experience Case Study Sports 72

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. Launching Customer Success. Trust Is a Prerequisite for Total Company Alignment to Customer Success.

Resources 52

Resources Customer Experience eBook Customer Success 52

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. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 215

Customer Success CEM Customer Experience Touchpoint 215

Andrew Mcfarland

SEPTEMBER 17, 2019

When should companies invest in Customer Success Managers (CSM)? Or put another way, why shouldn’t Sales perform this function? After an acquisition, her new leadership team felt that Sales already. Best Practices Adoption CSM Customer Success Manager Grow Misalignment Repair SustainA friend and former co-worker called recently with this question.

Sales 48

Sales Leadership Customer Success Management 48

Amity

APRIL 12, 2016

SaaS Tattler Issue 81 - Sales or Customer Success? It's an uphill battle for a CSM when the customer-facing teams are misaligned. To help break down silos, w e've decided to dedicate this issue of the SaaS Tattler to aligning the key customer-facing teams within your organization. • Good, No, GREAT Things Come in Threes: Build a Winning Trio for Customer Success. " • Why Should Sales Care About Customer Success?

Sales 60

Sales Customer Experience Customer Success Social Media 60

Amity

NOVEMBER 14, 2018

The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. We know as customers that this is a frustrating feeling, yet so many companies struggle to get the crucial step of the sales to customer success (or client services) handoff right. Path for self-serve customers.

Sales 74

Sales Tips Customer Experience Customer Success 74

Plantt

MARCH 8, 2021

Customer Success and Sales teams communicate with customers, so which one should be the owner of contract renewals

Communication 56

Communication Sales Customer Success Customers 56

CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Effort Score 103

Effort Score Customer Success Video Financial 103

Suraj Sharma

OCTOBER 12, 2020

The Evolution of Customer Success Before the Internet, customer interactions post-sales were slower. Think call centers and switchboards

Customer Experience 130

Customer Experience Call Center Customer Success Sales 130

ChurnZero

JANUARY 31, 2023

Your most lucrative sales channels can dry up. Your best customers can become flight risks. In your subscription business, you can turn the tide in your favor by investing in customer retention and your customer success team. Customer Success Strategy

Strategy 52

Strategy Roadmap Financial Customer Success 52

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A typical CRM feature list also may include: Storing notes on customer marketing and sales interactions. Scheduling sales appointments.

Customer Experience 79

Customer Experience Customer Success Customer Relationship Management Sales 79

Gainsight

AUGUST 4, 2022

In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into a proactive and sophisticated revenue-generating machine. . Customer data is bigger than ever.

Customer Experience 87

Customer Experience Customer Success Roadmap Management 87

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr.

Customer Experience 87

Customer Experience Customer Success Tips Chief Customer Officer 87

Amity

APRIL 30, 2018

When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. That is what a CSM is; a multi-tasking, proactive individual who will always be more than willing to help a customer out , drive growth, add value to the company, all the while making the job look like a piece of cake. We look at Sales and Success as two different departments , where they ought to be cross-functional. Onboarding Customers.

Sales 71

Sales Customer Experience Customer Success Software 71

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. In fact, by making customer success an enterprise-wide priority, the entire company benefits—along with your customers, of course!

Customer Experience 52

Customer Experience Customer Success Marketing Net Promoter Score 52

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time.

Customer Experience 68

Customer Experience Customer Success eBook Customer relationships 68

Gainsight

AUGUST 26, 2021

You don’t usually hear feedback about how your customer-facing teams are doing unless things are either going really well or, unfortunately, really bad. Here are three key ways customer success thinking crosses over to also help teammate success. Customer Success

Customer Experience 52

Customer Experience Customer Success Metrics Measurement 52

Totango

JULY 19, 2021

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable.

Customer Success 102

Customer Success Tips Customer Experience Feedback 102