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). What Are Examples of Long-Term Partnership Success? For example, do they take a human-first approach to how AI features are implemented?

Customer Success 52

Customer Success eBook Roadmap Technology 52

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Example: increase net recurring revenue.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

ChurnZero

MAY 22, 2024

I find that saying the term “digital customer success” in our industry almost always garners one of two responses from CS professionals. Now, there’s absolutely nothing wrong with customer marketing, but that’s just a tiny portion of what we’re really talking about here. Here’s an example. or their eyes light up.

Customer Success 52

Customer Success Strategy Roadmap How To 52

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

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Your customer data is a goldmine wrapped in a bow covered in glitter. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Your customers’ primary interaction with your company is through your product.

Roadmap 75

Roadmap Analytics Analysis NPS 75

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. 5 Key Customer Success Manager Interview Questions. . Customer Success Managers are leaders.

Customer Success 100

Customer Success Management How To Leadership 100

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small. Where do you start?

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

Gainsight

MARCH 22, 2022

Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. Successful CS organizations should be well aligned with the PM organization. Product teams should communicate roadmap and customer updates regularly. 3) Avoid Hint Dropping .

Customer Success 52

Customer Success Management Roadmap Communication 52

CSM Magazine

SEPTEMBER 20, 2021

To ensure that the dicey game of customer happiness remains in your favor, we share 10 excellent customer support tips. Take a thorough read and find out what it takes to keep your customers satisfied, happy and loyal! 10 Awesome Customer Support Tips & Examples. Visualize the Needs of Your Customers.

Examples 98

Examples Tips Self Service Social Media 98

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Here are some of the top-rated posts: Three Quarterly Business Review examples.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Product and customer success teams have different ways of communicating and thinking about problems.

Customer Success 52

Customer Success Management Meeting Roadmap 52

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time. For example, email, video calls, QBRs?

Sales 52

Sales Customer Success Tourism Roadmap 52

ChurnZero

FEBRUARY 29, 2024

The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. 3: How can you get an established support team to value their customer success team more?

Customer Success 52

Customer Success How To Culture Leadership 52

Gainsight

NOVEMBER 23, 2020

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function. Jeff is the Senior Manager of Customer Success Operations. . Operational reporting.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

TeamSupport

SEPTEMBER 28, 2018

The job to communicate both the good and the bad about your SaaS product to your existing customer base often falls on the customer success team. Don’t have a customer success team built up and fully thriving in your business?

Customer Success 80

Customer Success Company Roadmap Communication 80

ChurnZero

JUNE 14, 2023

It’s a company-wide goal, but the team in the spotlight is customer success (CS). As your sales team is in the business of influencing prospects to buy, the customer success team influences customers to stay and should understand why your accounts churn, renew and expand. Operationalize your customer success team.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

InMoment XI

JULY 13, 2022

Having a false image of customer success can be harmful, as issues will go unrecognized and unresolved. #2: Responding to the customers who gave you lower marks is beneficial – both for finding out why they gave lower marks, and saving their business. Feed this data back into your product roadmap and to your sales team.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. . Set your customers up for success from day zero with a welcome email that does serious work.

Customer Success 52

Customer Success How To Self Service Case Study 52

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important?

Customer Success 52

Customer Success Roadmap Customer Journeys Customers 52

Totango

MARCH 13, 2020

Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place. Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Tracking Data Throughout the Customer Journey.

Analytics 82

Analytics Customer Success How To Customer Journeys 82

Gainsight

SEPTEMBER 20, 2019

For example, one arc of work may have a high value with respect to revenue opportunities while another might have high value strategically. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Try not to get hung up on finding absolute measures for cost and value. Not at all!

Roadmap 58

Roadmap Exercises Sales Marketing 58

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. I then follow-up with a few probing questions specific to their example to make sure I don’t draw a false conclusion.”.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

Customer Success 64

Customer Success Strategy Roadmap Metrics 64

Interactions

NOVEMBER 6, 2024

For example, they may offer an AI model tuned for particular industries and sample dialogues and workflows for finance, retail, healthcare, or other industries, but then you are left either using this model as is or customizing it yourself for your specific business needs.

Contact Center 62

Contact Center Self Service Roadmap Analytics 62

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Company Management Roadmap 59

Gainsight

AUGUST 6, 2021

How involved is your Customer Success team in product launches? Customer Success brings a deep understanding of customers’ needs and pain points. And when this is harnessed, it can empower Product teams to make better decisions that ultimately lead to more successful launches.

Customer Success 52

Customer Success Roadmap How To Feedback 52

Totango

DECEMBER 28, 2021

Here we’ll look at four proven strategies for reducing customer churn. They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Invest in Your Customer Success Team.

Strategy 99

Strategy Net Promoter Score How To Roadmap 99

Totango

OCTOBER 30, 2024

With seemingly never-ending growth capital, organizational leaders focused almost exclusively on getting new customers—retention, upsell, and expansion would be handled by Customer Success. Align expansion tactics to customer value drivers News flash: usage is not value. But then the ground shifted from underneath.

Roadmap 62

Roadmap Sales Measurement Tips 62

Gainsight

MAY 10, 2022

In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Think of your Customer Success organization as an orchestra.

Customer Success 52

Customer Success Customer Service Software Roadmap 52

Education Services Group

MAY 27, 2022

Last week, I listed out some common ideas and practices that we should not spend a lot of time chasing , leaving unanswered questions about what is worth the chase in Customer Success. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

Gainsight

AUGUST 30, 2019

As a customer success professional, you talk to your customers every day and gather a ton of feedback straight from the frontlines. I dug into this burning question with customer success (CS) leaders at Pulse 2019. I dug into this burning question with customer success (CS) leaders at Pulse 2019.

Roadmap 40

Roadmap Feedback Study Software 40

Education Services Group

MARCH 18, 2020

You’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. Non-SaaS businesses are hopping on board the Customer Success train to meet market demand and consumer expectations. This is 100% true.

Customer Success 52

Customer Success Resources Guidelines Metrics 52

ECXO

OCTOBER 5, 2023

You get a lifetime license to 6 self-paced modules with narrated presentation videos, quizzes, workbooks, templates, and examples. For more information, please email success@ClearAction.com with any questions or to request a conversation. Optional live learning session and instructor feedback at no extra charge.

ROI 156

ROI Video Government Leadership 156

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Traditional Factors.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49