Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. Customer Success is growing, which is no surprise. A growing industry full of fresh talent.

Study 98

Study Leadership Customer Success Industry 98

eglobalis

SEPTEMBER 16, 2024

Train and Empower Employees CX excellence is impossible without fully engaged and empowered employees. Front-line staff, from sales representatives to support technicians, should be equipped with tools and training needed to address customer concerns quickly and empathetically.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Customer Bliss

NOVEMBER 14, 2019

Customer success is more than just a buzzword, and Guy Nirpaz , the CEO and founder of Totango , and author of Farm Don’t Hunt: The Definitive Guide to Customer Success , talks to us about how to realistically integrate customer success into customer experience. Remove the Hero Mentality.

Customer Success 147

Customer Success Company How To Measurement 147

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. 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. What does a “well-designed customer success program” even look like?

Customer Success 138

Customer Success How To Return on Investment Customer Centricity 138

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters. Annette Franz. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Lumoa

JANUARY 31, 2023

In the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product, and HR. At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. Cross-organizational silos.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Kristina Evey

OCTOBER 16, 2018

Shownotes… I am going to be delivering a webinar later this week for a partner and our initial conversations were around moving from Customer Success to Customer experience. It seems that Customer Success has a wide range of definitions, as does Customer Experience. Customer Success (CS).

Customer Experience 136

Customer Experience Customer Success Culture Customers 136

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

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You also included less structured measurements, like what customers were telling you in user reviews.

Resources 369

Resources Customer Journeys Video Customer Experience 369

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans.

Customer Success 126

Customer Success Management Metrics Effort Score 126

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Lumoa

FEBRUARY 20, 2018

At the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product and HR. At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. Cross organizational silos. Found this useful?

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 108

Customer Success Tips Chief Customer Officer Leadership 108

ChurnZero

FEBRUARY 21, 2025

Should you be charging for customer success? Why not take customer-facing services as seriously as our products? It’s also a major strategic shift that comes with plenty of challenges, including internal and customer resistance. Charging for customer success: the pros and cons.

Customer Success 52

Customer Success Net Promoter Score How To Competitive Advantage 52

Education Services Group

AUGUST 17, 2021

need to train and certify your CSMs? Even though we’re not training providers, per se, our team gets this question all the time. Because there are oh so many benefits to training and certifying your CS team. While the term “Customer Success” is all about the customer, you can’t have Customer Success without CSM success.

Training 98

Training Customer Success Roadmap Employee Engagement 98

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Totango

FEBRUARY 1, 2022

Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Scale customers quickly and efficiently. They played a crucial role in the training and enablement of end users.

Customer Success 103

Customer Success Touchpoint Metrics Training 103

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. 5 Key Takeaways. 5 Key Takeaways. Need help leading your CS team?

Customer Success 105

Customer Success Tips Guidelines Leadership 105

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Episode Overview.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

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

TechSee

JUNE 16, 2021

Oftentimes, simply training staff on a new system is just not enough to achieve the high levels of technology adoption that are needed to ensure the success of a new technology. In addition, gather relevant success stories and share these experiences with your staff. How to train employees on new systems. So what is?

ROI 251

ROI Case Study Strategy Wireless 251

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

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

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

Totango

MAY 15, 2024

Quality data is paramount for effective AI training. Collaborating with cross-functional teams can help ensure data integrity and accessibility, both critical for project success. Starting earlier in their careers will build tactical business and leadership skills more quickly. Ensure your data is clean and accessible.

Interaction 110

Interaction Customer Success Conference Industry 110

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 103

Customer Success Management How To Leadership 103

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. By using channels outside of email, of course!

Customer Success 105

Customer Success Engagement Video Chatbots 105

C3Centricity

AUGUST 6, 2024

Companies grapple with ingrained behaviours, leadership communication gaps, and inadequate training programs. Solution : The key lies in unwavering leadership commitment and consistent, clear communication. times higher customer retention and 1.9 times higher average order value.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

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

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. 5 Key Takeaways. 5 Key Takeaways. Need help leading your CS team?

Customer Success 92

Customer Success Tips Guidelines Leadership 92

ChurnZero

OCTOBER 8, 2024

Customer success teams are critical to the health of SaaS organizations. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. Is it time for customer success team charters to evolve?

Leadership 59

Leadership Study Customer Success Metrics 59

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. When it comes to supportive, interpersonal leadership traits, the data creates a positive picture. 73%) Supporting CSMs in difficult customer situations. (71%) First, CS is still evolving.

Leadership 52

Leadership Customer Success Chief Customer Officer Exercises 52

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Speaker: Jennifer Chiang , Head of Customer Success, Seso.

Customer Success 97

Customer Success Leadership Effort Score Metrics 97

Customer Bliss

SEPTEMBER 26, 2017

From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space. Assisting organizations and professionals not only to learn but execute business strategies that will refocus company efforts to Customer Success. sales) and stakeholders (i.e. ”

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

Kapta Customer Success

OCTOBER 18, 2024

The High Cost of Low Empathy in Account Teams Acquiring a new client is 5 to 25 times more expensive than retaining an existing one. This stark statistic highlights the immense value of nurturing strong client relationships built on empathy and emotional intelligence.

Training 59

Training Sales Customer Success Leadership 59

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. I’m the Director of Customer Success and I’m in charge of 3 teams.

Customer Success 94

Customer Success Abandon Rate Culture Customers 94