ChurnZero

MARCH 14, 2025

Customer success needs to align with revenue. Renewals should be an outcome of good customer success. According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. Any of these sound familiar?

Customer Success 52

Customer Success Case Study Sales Customers 52

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Gainsight

APRIL 26, 2019

In the customer success movement, we’re in the middle of the same transition Star Trek made—from a Kirk-type leader to more of a Picard. Customer Success in the 2010s vs. Customer Success in 2020—and beyond. In a lot of ways, customer success is growing up. Customer Success 2010.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. What does a “well-designed customer success program” even look like? Regularly update training materials based on customer feedback.

Customer Success 139

Customer Success How To Return on Investment Customer Centricity 139

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 122

Customer Success Guidelines Social Media Tips 122

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? They’re critical for execution. ” 3.

Customer Success 101

Customer Success Management Customers Roadmap 101

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Top five Customer Success communities. Customer Success Network.

Customer Success 98

Customer Success Leadership Sports B2B 98

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Build Customer Success Internally and Externally. Define Roles and Expectations.

Customer Success 131

Customer Success Management Exercises Metrics 131

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Resources 98

Resources Customer Success Handbook eBook 98

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

ChurnZero

OCTOBER 25, 2024

There are so many questions to answer when considering how to scale a customer success team. Whatever the decade it originated, if you fast forward to today, this concept certainly crosses many customer success leaders’ minds as they’re considering growing their teams. So, why does any of this matter in customer success?

Customer Success 52

Customer Success Groups Guidelines Communication 52

ChurnZero

JULY 31, 2024

And I completely understand that when you’re just starting to build a digital customer success strategy and program, email is often the simplest, fastest low-hanging fruit. But digital customer success is more than just sending automated emails. I know your customers are! Happy automating!

Customer Success 105

Customer Success Engagement Video Chatbots 105

Amity

NOVEMBER 28, 2018

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. A lot of the time things are reactive.

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Customer Success 100

Customer Success Consulting Customers Leadership 100

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 59

Leadership Customer Success B2B Customer Retention 59

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

ChurnZero

JUNE 7, 2022

Those of us who work in Customer Success know just how vital high-powered Customer Success teams are for organizations. Customer Success teams are essential for retaining customers, improving the customer experience, reducing churn, and boosting other crucial metrics.

Customer Success 98

Customer Success Leadership Training Customers 98

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Leadership Case Study Sales 98

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement.

Customer Success 79

Customer Success Meeting Lifetime Customer Consulting 79

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Customer Bliss

APRIL 25, 2019

Delivering value is ultimately the key point of B2B customer success and delight. 2 Tactics to Further Customer Success. Jon says, “in pre-sales, your sales team knows why the customer is buying the product because they’re the ones who convinced the customer to do so.”

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX programs require strategy and leadership from the top.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 54

Leadership Customer Success B2B Customer Retention 54

ChurnZero

JUNE 22, 2021

Looking for a way to upskill or even reskill your Customer Success career? Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success.

Course 92

Course Customer Success e-support Video 92

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Your team is stressed and ready to walk away.

Customer Success 98

Customer Success Touchpoint Analysis Customer Journeys 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 3/ Drive customers to value during onboarding, at scale. One train can hide another.”.

Customer Success 98

Customer Success Metrics Consulting Training 98

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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! This series of longer term wins is why I ultimately shifted my focus to Customer Success. This helps company leadership plan for growth.

Sales 98

Sales Customer Success Measurement Customers 98

Thematic

MARCH 18, 2025

However, traditional methods often rely on manual tagging, pre-set categories, or external consultants, which can limit the ability to uncover deeper, actionable insights. Thematic simplifies this process with AI technology that automatically detects themes , sub-themes, and sentiments from customer feedback.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success B2B Tips Consulting 73

ECXO

OCTOBER 5, 2023

Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge. For more information, please email success@ClearAction.com with any questions or to request a conversation. This is big-3-consulting value — super efficiently. See more information at ClearAction.com/execs.

ROI 156

ROI Video Government Leadership 156

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology.

Technology 62

Technology Customer Success Consulting ROI 62