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9 Key Aspects of a Stellar Customer Success Strategy

Help Scout

Learn about the nine critical components of an effective customer success strategy and how you can implement them for your own business. Read the full article

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3 Customer Success Strategy Frameworks You Can Start Using Today

Vanilla Forums

Do you have a customer success strategy ? Are you working from a plan that outlines how you’ll help your customers achieve their goals at each step of their journey? Emilia D’Anzica, Customer Success Consultant at Growth Molecules shared with us the strategies she uses for scaling customer success.

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Master the strategy of multithreading in customer success: Q&A with Emilia D’Anzica

ChurnZero

In a world where employee turnover can instantly jeopardize customer renewals and retention, multithreading is an essential churn reduction strategy. If you have a customer success platform (CSP), you can be able to segment them quickly so your CSMs aren’t overwhelmed, and set up a weekly cadence.

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Expanding Customer Success Through Partners

Gainsight

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The average customer maintains seven trusted partnerships according to McBain.

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The Future of Customer Loyalty: Rewards, Retention, Appreciation, and More

Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One

The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics. Mastering Loyalty in Modern Retail: Explore the art of loyalty and promotional strategies that engage today’s shoppers.

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SaaS Customer Success: Key Roles, Strategies, and Tools

Help Scout

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

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Trends shaping The Forrester Wave™: Customer Success Platforms report

Totango

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

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The Democratization of Customer Success

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

As enterprise technology firms are in the midst of a rapid transition from on-premise to cloud technology, product development, sales, implementation, and support strategies are obliged to follow suit. One of the most visible changes to companies as part of this transformation is the advent of customer success.

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Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes.

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Why Product Led Growth is a Customer Success Responsibility

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.

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A Strategic Guide to Community Gamification

In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers.

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The SaaS Guide to Customer Engagement, Retention, and Advocacy

The eBook will walk you through: The three-part framework for creating meaningful customer relationships that last. 16 static touchpoints and ongoing campaigns to use in your customer journey to drive customer success and satisfaction. Tips on finding technology to scale your customer engagement and advocacy strategy.

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Applying Customer Success Strategies to a Customer Community

Speaker: Mike Ellis

Customer success professionals know that the strategies they use on a daily basis work. Adapting to a successful community may seem like taking on a bigger workload, but the same onboarding strategies CSMs use every day are ideal for community onboarding too.

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Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy. What the best practices are for tracking and proving customer value.

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The State of Customer Success Pt. 1

In conjunction with Gain Grow Retain, we sat down with some of the most influential Customer Success Leaders out there. Together, Vanilla etched out the State of Customer Success in 2022. Is your Customer Success team as prepared as they should be? Don’t finalize your strategy until you’ve read it!