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A Sales Primer for Customer Success Managers

Kapta Customer Success

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.

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Customer Success for Sales Success

Gainsight

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
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Functional Roles of Customer Success

Gainsight

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.

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The Real Difference Between Customer Support and Customer Success

Retently

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.

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Customer Success Needs to Grow (Up)

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.

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Customer Success and Sales: How They Work Together

Totango

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
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How to Optimize the Sales to Customer Success Handoff

Totango

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
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How customer success teams drive value through collaboration

Totango

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

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Getting Customer Success Comfortable with Sales Conversations

ChurnZero

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
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Customer Success Financial Metrics That Matter

CSM Practice

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
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The Democratization of Customer Success

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.

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Tips for Configuring Compensation Plans for Customer Success Managers (CSMs)

ClientSuccess

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.

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Enterprise CS 101: Establishing Customer Success Quickly

Gainsight

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.

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Rules of Engagement for Customer Success and Sales: Considerations and Examples

ChurnZero

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.

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Getting Customer Success Comfortable with Sales Conversations

ChurnZero

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
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The Customer-Powered Enterprise Playbook

Harness the power of customers across every department of your business with this new playbook. It contains 7 strategic guides for various departments of your business, 9 inspiring case studies, and 7 tactical worksheets to get you started.

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3 Customer Success Operations Considerations

ClientSuccess

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.

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Need to Do More With Less? Try Digital Customer Success

Gainsight

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).

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How Customer Success Can Build a Relationship with Sales

ChurnZero

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
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13 Customer Success Manager Skills to Look for When Hiring

Totango

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.

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Customer Success Team Structure: Four Best Practices

Totango

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?

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Knowledge transfer from sales to Customer Success

CustomerSuccessBox

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
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What Is Customer Success?

Totango

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?

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The Ultimate List of Customer Success Resources for 2023

Gainsight

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.

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Why Customer Success is not Customer Experience

CloudCherry

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.

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Why Customer Success Managers are Sales’ BFF

Andrew Mcfarland

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
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Sales or Customer Success?

Amity

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
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5 Sales to Customer Success Handoff Tips

Amity

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
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Customer Success vs. Sales; Who Should Own Renewals?

Plantt

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

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6 Best Practices to Ensure Customer Success During COVID-19

CSM Practice

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.

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The Evolution of Customer Success

Suraj Sharma

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

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Three Customer Success strategies to safeguard business stability and spur growth in a downturn

ChurnZero

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

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Why You Need More than CRM Features for Customer Success

Totango

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.

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Our Top 3 Takeaways From the 2022 Gartner® Market Guide for Customer Success Management Platforms

Gainsight

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.

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Tips for Navigating Your Customer Success Career Path

Totango

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.

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Why Customer Success Needs to Understand Sales

Amity

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
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Customer Success & Marketing Success

Gainsight

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!

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Customer Success Leading Indicators

ClientSuccess

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.

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Customer Success & Teammate Success

Gainsight

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

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5 Tips for Building a World-Class Customer Success Team

Totango

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.