ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. HubSpot’s Make My Persona.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.

Customer relationships 95

Customer relationships Software Customer Journeys Customer Success 95

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Success 97

Customer Success Customer Experience Case Study Customer relationships 97

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

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

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI? Increasing ROI with better customer relationship management.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

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

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

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

ChurnZero

APRIL 23, 2021

If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven. Let’s roll with that.

Customer Success 98

Customer Success Software Leadership Customers 98

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Toolkit: Team Leadership Toolkit.

Customer Success 75

Customer Success eBook Measurement Leadership 75

Education Services Group

JANUARY 19, 2021

At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on.

Study 52

Study Leadership Customer Success Industry 52

ClientSuccess

MAY 4, 2020

Regardless of your industry, there are changes occurring in the world that will have a lasting impact on the way SaaS teams and their customers do business. For customer success teams, challenging times can manifest themselves through different customer conversations (or lack thereof). 3) Focus on value, value, value!

Customer relationships 69

Customer relationships Leadership Customer Success Customers 69

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

Amity

SEPTEMBER 6, 2018

Subscription businesses are realizing more and more that customer success is the single most important driver of long-term performance related to MRR, revenue growth and enterprise value. The goal is to help customers find value from their purchase and then retain them by earning their loyalty.

Customer Success 75

Customer Success Sales Leadership Customers 75

Amity

MAY 25, 2016

With over 750 customers worldwide, Vision Critical provides a cloud-based Customer Intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight. I head up the Customer Success Team in Toronto.

Customer Success 90

Customer Success Customers Sales Metrics 90

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.

Customer Success 98

Customer Success Metrics Consulting Training 98

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. Five customer success leading indicators.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Success 74

Customer Success Customer Experience Case Study Customer relationships 74

InMoment XI

OCTOBER 31, 2023

With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape.

Call Center 195

Call Center Strategy Management First Call Resolution 195

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. With every new customer issue or new solution on the market, the overarching message and focus of customer success becomes that much more convoluted.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

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

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Don’t lose the customer’s momentum and excitement with a delayed transition from Sales to Customer Success.

Customer Success 87

Customer Success Engagement e-support Tips 87

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. Making an apology to customers after things go wrong is positively related to satisfaction with restoring the customer relationship.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. TSIA Resource: The State of Customer Success: 2021.

Resources 78

Resources Customer Success Tips Analytics 78

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. The post How to Build the Ideal Customer Journey Using Your Customer Success Platform appeared first on ClientSuccess.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Delivering customer-first service.

Customer relationships 59

Customer relationships eBook Resources Customer Centricity 59

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 126

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 126

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. Customer Success hasn’t been around for nearly as long as we tend to think.

Industry 82

Industry Customer Success Tips Customer Centricity 82

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

ClientSuccess

JANUARY 30, 2023

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

Amity

JANUARY 30, 2018

Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events.

Tips 69

Tips Customer Success Social Media Roadmap 69