CSM Practice

MARCH 13, 2017

Many customer success organizations still work in a high touch approach. This approach is not scalable, time-consuming and what is worse, hands over control of the journey to the client instead of leading it. In this blog post we’re going to address how to make the customer success team more proactive.

Customer Success 49

Customer Success Consulting System Training 49

SmartKarrot

AUGUST 16, 2022

What are QBRs? What are EBRs? Why do some experts consider QBRs to be a waste of time? What is QBR? A QBR meeting helps determine if the strategic goals were met over the last quarter. Business consultants Human resource Consultants Lawyers Accountants. Why are QBRs important?

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10

ChurnZero

AUGUST 27, 2021

This is a guest blog post by Shoshana Luria from PandaDoc. Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources.

Self Service 98

Self Service Touchpoint Tips Metrics 98

ChurnZero

AUGUST 27, 2021

This is a guest blog post by Tamiracle Williams from PandaDoc. Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources.

Self Service 52

Self Service Touchpoint Tips Metrics 52

CustomerSuccessBox

JANUARY 31, 2022

What to do when the Executive sponsor change? Over the past few years, you’ve spent a significant amount of time and energy building a relationship with your Executive Sponsor on your account. You get the news that your executive sponsor is leaving for another company, now what? That may be great news for him or her.

How To 52

How To ROI Effort Score Customer Success 52

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? This approach is called strategic account management for enterprises (also known as key account management). The Responsibility of Strategic Account Manager. Let me explain what may seem like a cruel statement. A proper explanation.

Strategy 10

Strategy Management B2B ROI 10

CSM Practice

MARCH 13, 2020

An executive sponsor or champion is a critical asset for successful and organization-wide solution deployment and adoption. They can also align and educate relevant teams and top executives with the benefits of your solution, ensuring customer success as they do. Team managers who can promote adoption.

Multi-Channel 82

Multi-Channel Effort Score Customer Success Customers 82

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. ” As New York Magazine shares , during a postmortem, a Microsoft employee attributed Clippy’s fatal flaw to being “optimized for first use”—only taking into account novice Microsoft users. What is a walkthrough? Would you like help?”

Tips 52

Tips Self Service Effort Score Customer Success 52

ChurnZero

JULY 24, 2020

Instead, Botsman offers up this explanation: “Trust is quite literally a bridge between the known and the unknown, and that’s why my definition of trust is so simple: Trust is a confident relationship with the unknown.”. Customer Success as an Agent of Change: Why Trust Matters. From Fluff to Formula: What is Trust?

Loyalty 59

Loyalty Customers Customer Success Meeting 59