Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. The results?

Customer Success 98

Customer Success Management Customers Leadership 98

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth.

Customer Success 139

Customer Success How To Return on Investment Customer Centricity 139

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. 1: Use digital customer success to keep CSMs informed. 2: Simplify your CSMs’ schedules and meeting prep.

Customer Success 84

Customer Success Case Study Financial Meeting 84

Totango

JULY 22, 2022

Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders. . How the Engage Customers SuccessBLOC Works . How the Engage Customers SuccessBLOC Works . Overall NPS score. Engaged key contacts.

Communication 103

Communication NPS Case Study Metrics 103

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Drawbacks of Using Traditional Modes of Communication.

Communication 52

Communication Customer Success Chief Customer Officer Customers 52

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 91

Sales Customer Success Customers Communication 91

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Curious to see the ChurnHeroes of previous years?

Meeting 52

Meeting Customer Success NPS Effort Score 52

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Drawbacks of Using Traditional Modes of Communication.

Communication 52

Communication Customer Success Chief Customer Officer Customers 52

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 95

Report Trends Customer Success Self Service 95

ShepHyken

JUNE 12, 2023

It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time. Up-to-date and consistent messaging ensures customer delight. Proactively communicate changes that could impact customer experience. ” “Speak to your customers.

Communication 62

Communication e-support Customer Centricity Loyalty 62

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. Just make sure they work those activities and communicate back results.

Customer Success 52

Customer Success Effort Score Roadmap Customers 52

ChurnZero

SEPTEMBER 27, 2024

Outcomes based customer success, a strategy that focuses on ensuring customers achieve their desired outcomes, sounds intuitive. But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done. What are the milestones?

Customer Success 52

Customer Success How To Effort Score Roadmap 52

ClientSuccess

JUNE 22, 2021

While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. Here are five keys to remember if you’re returning to in-person customer success meetings soon: 1. Get as many stakeholders in the room as possible to be successful. .

Meeting 52

Meeting Customer Success eBook Metrics 52

Gainsight

SEPTEMBER 19, 2024

To help make that process smoother, there are a few questions every CIO should ask when evaluating a post-sales technology, like your customer success platform (CSP). No matter which CSP your team is considering, these questions will clarify whether they can meet the demands of your CSMs and help grow your business.

Customer Success 52

Customer Success eBook Roadmap Technology 52

Gainsight

SEPTEMBER 19, 2024

To help make that process smoother, there are a few questions every CIO should ask when evaluating a post-sales technology, like your customer success platform (CSP). No matter which CSP your team is considering, these questions will clarify whether they can meet the demands of your CSMs and help grow your business.

Customer Success 52

Customer Success eBook Roadmap Technology 52

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Technical Problems.

Communication 118

Communication Strategy Chatbots Customer Journeys 118

Gainsight

AUGUST 20, 2024

AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM) is evolving at a remarkable pace. According to a 2024 Forbes Advisor survey , a staggering 64% of respondents in SaaS believe AI will enhance customer relations and productivity.

Customer Success 52

Customer Success How To Innovation Culture 52

Gainsight

JULY 18, 2024

After bringing a customer on board, let’s make sure they stay, renew, expand, and become advocates because we actually delivered on the promises we made during the sales cycle. That means bringing Customer Success (CS) into the GTM team and looking at CS as more than just a cost center. It’s not a department, it’s a mission.

Customer Success 52

Customer Success ROI Customers Sales 52

Gainsight

JULY 18, 2024

After bringing a customer on board, let’s make sure they stay, renew, expand, and become advocates because we actually delivered on the promises we made during the sales cycle. That means bringing Customer Success (CS) into the GTM team and looking at CS as more than just a cost center. It’s not a department, it’s a mission.

Customer Success 52

Customer Success ROI Customers Sales 52

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Let’s break down these factors and take a look at what components are needed to structure an efficient and successful CS team. .

Customer Success 126

Customer Success Chief Customer Officer How To Sports 126

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 85

Customer Journeys Customer Success Sports Roadmap 85

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. What Is a Customer Success Manager (CSM)?

Customer Success 93

Customer Success Management Exercises Social Media 93

ClientSuccess

MARCH 8, 2023

Remember, your goal is to help the customer rather than to impress them with your vocabulary. Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Gainsight

MARCH 25, 2020

My teammates and their families are going through the same issues, and our customers are feeling the financial impact of business uncertainties. What can we learn from Arne and other companies in communicating with our customers? How leading companies communicate during a crisis. security crises (e.g.,

Communication 143

Communication Fashion Hospitality Hotels 143

Amity

NOVEMBER 30, 2016

Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. Did I make my point?

Communication 48

Communication Customer Success Net Promoter Score Metrics 48

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Customer Success 95

Customer Success Communication Meeting Touchpoint 95

Education Services Group

JUNE 4, 2019

That’s why customer communication is so important. You need to keep in touch with your customers, making sure that they’re satisfied with their experience and that they’re getting everything they need out of your product. So who’s in charge of communicating with customers, marketing or Customer Success?

Communication 53

Communication Customer Success Marketing Case Study 53

Gainsight

AUGUST 24, 2020

You’ll find me in pursuit of that goal, whether it’s inventing customer success processes, facilitating a working session, managing my team, evolving my workout and meditation routine, or (to the aggravation of my fly-by-the-seat-of-his-pants husband) grocery shopping. Customer communications and surveys.

Meeting 52

Meeting Customer Success Software Consulting 52

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. 1. Communicate with Your Customers.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Success 118

Customer Success Management Guidelines Customers 118

ChurnZero

JUNE 18, 2024

Does your customer success team own and drive expansion revenue? What’s holding customer success back on driving expansion? What is the REACH Framework for driving expansion in customer success? Relationships : Strengthening relationships with key customer stakeholders and decision-makers.

Customer Success 59

Customer Success Case Study Effort Score Training 59

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Feel free to adjust these examples to meet your specific needs.

Customer Success 112

Customer Success Feedback Meeting Knowledge Base 112

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 100

Innovation Customer Success Customer Journeys How To 100

ChurnZero

JULY 29, 2022

A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Qualities of an ideal CSM include. .

Customer Success 124

Customer Success Tips Feedback Customers 124

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Success 127

Customer Success Chatbots Measurement Customers 127

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80