Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Journeys 101

Customer Journeys Customer Success Exercises B2B 101

Gainsight

OCTOBER 29, 2024

Today’s economy demands organizations grow efficiently, and the best way to do that is by expanding and renewing your current customer accounts. That’s right, Customer Success (CS) is coming to the rescue to help organizations across industries scale efficiently. Vendor Selection Ready to find your perfect CSP?

Customer Success 52

Customer Success Self Service CRM Knowledge Base 52

ChurnZero

SEPTEMBER 6, 2024

Outcomes-based customer success is a strategy focused on ensuring that customers achieve their desired outcomes with your product. Done right, it aligns your customers’ success with your own, creating a faster track to customer value and loyalty. But first, an appetizer.

Customer Success 52

Customer Success Customers Conference Sales 52

ChurnZero

SEPTEMBER 4, 2020

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. Scenario #1 – Strengthen f eature adoption based on behavior .

Customer Success 87

Customer Success Engagement e-support Tips 87

ChurnZero

NOVEMBER 8, 2024

In the world of customer success, there’s a constant pressure to scale while maintaining that personal touch that keeps customers loyal and engaged. Training took months, and canned responses broke down the moment a customer veered off-script. Enter generative AI: a game-changer for customer success.

Customer Success 52

Customer Success Customer Journeys Loyalty Interaction 52

Gainsight

OCTOBER 4, 2024

As a customer success (CS) leader, I’ve witnessed firsthand the transformative power of artificial intelligence in our industry. The rapid evolution of AI technology is reshaping how we engage with customers, manage our teams, and drive business growth.

Customer Success 52

Customer Success Tools Customers Metrics 52

Gainsight

OCTOBER 4, 2024

As a customer success (CS) leader, I’ve witnessed firsthand the transformative power of artificial intelligence in our industry. The rapid evolution of AI technology is reshaping how we engage with customers, manage our teams, and drive business growth.

Customer Success 52

Customer Success Tools Customers Metrics 52

ChurnZero

AUGUST 5, 2022

When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest. Does it have any merit? Let’s find out.

Customer Success 98

Customer Success Management Touchpoint Analysis 98

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

Gainsight

OCTOBER 10, 2024

Customer Success teams often believe their only choice is between a platform that can be implemented quickly and one that is powerful enough to grow with them in the future. In fact, companies should not invest in a Customer Success Platform (CSP) unless it offers both. But it doesn’t have to be an either-or decision.

Customer Success 52

Customer Success Comparison Tools Customers 52

Gainsight

OCTOBER 10, 2024

Customer Success teams often believe their only choice is between a platform that can be implemented quickly and one that is powerful enough to grow with them in the future. In fact, companies should not invest in a Customer Success Platform (CSP) unless it offers both. But it doesn’t have to be an either-or decision.

Customer Success 52

Customer Success Comparison Tools Customers 52

Gainsight

OCTOBER 3, 2024

Plus, even if organizations had the resources to spend on headcount, throwing more people at their customer success problems simply doesn’t scale well. As businesses expand and customer bases grow, relying solely on traditional, high-touch customer success models becomes increasingly unsustainable.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

Gainsight

OCTOBER 3, 2024

Plus, even if organizations had the resources to spend on headcount, throwing more people at their customer success problems simply doesn’t scale well. As businesses expand and customer bases grow, relying solely on traditional, high-touch customer success models becomes increasingly unsustainable.

Self Service 52

Self Service Customer Success Strategy Wait Times 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. What’s important?

Sales 92

Sales Customer Success Customers Communication 92

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. Fast-forward to 2021.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 90

Customer Success Tips Customer Journeys Customer Retention 90

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles.

Customer Success 97

Customer Success Training Customers ROI 97

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. Engage Your Customers.

Customer Success 101

Customer Success Net Promoter Score Effort Score How To 101

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

Totango

OCTOBER 25, 2022

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. We’ll share four essential keys to structuring a customer success team.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Sales 98

Totango

JUNE 15, 2022

We’ve been here before, however, and we know that during uncertain times, protecting your customer base is the most important thing you can do for your business. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Customer Success 105

Customer Success Customer relationships Exercises Communication 105

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. What is a Customer Success Dashboard?

Metrics 96

Metrics Customer Success Net Promoter Score NPS 96

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

Education Services Group

MAY 28, 2021

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

Customer Success 98

Customer Success Sales Customers Roadmap 98

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Subscription or license renewal.

Customer Success 109

Customer Success Management Net Promoter Score Effort Score 109

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

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 106

Customer Journeys Customer Success Net Promoter Score B2C 106

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different. And that’s a churn risk.

Customer Success 96

Customer Success Groups eBook Customers 96

Gainsight

JUNE 28, 2023

When I joined Coveo, they had a great Customer Success (CS) team and were doing an excellent job servicing customers. They were a small group fully committed to their customers’ success. Over time, it became clear they needed a plan for long-term success with their customer base.

Customer Success 52

Customer Success Touchpoint Customers NPS 52

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 82

Customer Success Customer Journeys Guidelines Customers 82

CSM Practice

FEBRUARY 20, 2020

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. Insights and Actions.

Customer Success 52

Customer Success Data Engagement Effort Score 52

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Onboarding.

Customer Retention 103

Customer Retention Software Customer Success CRM 103

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 82

B2B Engagement Self Service Strategy 82

Totango

NOVEMBER 25, 2020

To prevent these churn-centered scenarios , organizations are increasingly turning to platforms like Totango to engage customers on a personalized level that their rivals can’t match. . What is Customer 360? . Amongst these different data sources, Customer 360 accesses: Support tickets . Goals and KPIs. Account Coverage.

Customer Success 110

Customer Success Net Promoter Score Effort Score CRM 110

Gainsight

JULY 29, 2024

I’ve had many conversations with Customer Education and Customer Success leaders that have all gone something like this: “I want to educate users on my software…but we’re busy, and hiring people is expensive. I developed close relationships with my team and, surprisingly, with many of the people I had engaged with to learn from.

Customer Success 52

Customer Success Net Promoter Score Course Training 52