ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

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ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

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Meeting Leadership Study Trends 52

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. They offer a look into the minds of your customers and can shape the direction of your entire firm.

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Customer Success Management Net Promoter Score Feedback 147

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?

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Customer Success Management Customers Leadership 98

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

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Customer Success Data Strategy Tips 109

Totango

NOVEMBER 16, 2023

Regardless of your email service provider, these tools allow your customer success teams to see all customer interactions in one place—your Totango platform—without any manual logging, which increases your team’s operational efficiency, improves communication effectiveness, and enhances cross-functional visibility into customer interactions.

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Customer Success Touchpoint Meeting Interaction 111

ChurnZero

JULY 31, 2024

“Meet your customers where they are.” If you’ve ever been in any type of customer-facing role during your career, I’m positive you’ve heard this phrase countless times. So, where are your customers? Are your customers living inside their email inboxes? By using channels outside of email, of course!

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Customer Success Engagement Video Chatbots 105

ShepHyken

SEPTEMBER 7, 2023

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. Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth.

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Customer Success How To Return on Investment Customer Centricity 141

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Curious to see the ChurnHeroes of previous years?

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Meeting Customer Success NPS Effort Score 52

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. 1: Use digital customer success to keep CSMs informed. 2: Simplify your CSMs’ schedules and meeting prep.

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Customer Success Case Study Financial Meeting 84

Gainsight

NOVEMBER 21, 2024

When it comes to implementing a new Customer Success (CS) framework, we often hear the same concerns: “It’s going to be too complex,” or “How can we ensure everything goes smoothly?” The bottom line: We deliver an end-to-end Customer Success framework in an estimated 8 weeks. We got you.

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Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. Need help getting started?

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Customer Success Tips Self Service Customer Journeys 103

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

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Report Trends Customer Success Self Service 95

ClientSuccess

JUNE 22, 2021

While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. Here are five keys to remember if you’re returning to in-person customer success meetings soon: 1. Get as many stakeholders in the room as possible to be successful. .

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Meeting Customer Success eBook Metrics 52

ChurnZero

OCTOBER 31, 2024

Customer success charters are a mainstay for CS teams and strategy. According to the 2024 Customer Success Leadership Study., Its it time for customer success charters to evolve? Or do onboarding and adoption still belong in first place as the key to revenue success? appeared first on ChurnZero.

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Customer Success Leadership Knowledge Base Study 52

Totango

MARCH 30, 2021

For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? Watch the Webinar: Steps to Scale Your Customer Success Operations Overnight. 8 Steps for Scaling Customer Success.

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Customer Success Customer Journeys How To Customers 118

ChurnZero

AUGUST 10, 2021

This spotlight features, Bree Pecci , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Bree helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. . A: A kindergarten teacher!

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Meeting Customer Success Software Groups 98

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. Learn More in Our Report: The State of AI in Customer Success, 2024 3.

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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. Learn More in Our Report: The State of AI in Customer Success, 2024 3.

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Customer Success Tools Customers Metrics 52

Gainsight

SEPTEMBER 10, 2024

Specifically, companies need platforms Customer Success teams can use to help drive revenue growth and community. To help businesses future-proof their organization, we’ve detailed the most important considerations for choosing the right customer success platform. Now, it’s an integral part of growth and scale.

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Customer Success Comparison Customers Meeting 52

Gainsight

SEPTEMBER 10, 2024

Specifically, companies need platforms Customer Success teams can use to help drive revenue growth and community. To help businesses future-proof their organization, we’ve detailed the most important considerations for choosing the right customer success platform. Now, it’s an integral part of growth and scale.

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Customer Success Customers Analysis Meeting 52

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.

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Gainsight

JULY 18, 2024

After bringing a customer on board, let’s make sure they stay, renew, expand, and become advocates because we actually delivered on the promises we made during the sales cycle. That means bringing Customer Success (CS) into the GTM team and looking at CS as more than just a cost center. It’s not a department, it’s a mission.

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Customer Success ROI Customers Sales 52

Gainsight

JULY 18, 2024

After bringing a customer on board, let’s make sure they stay, renew, expand, and become advocates because we actually delivered on the promises we made during the sales cycle. That means bringing Customer Success (CS) into the GTM team and looking at CS as more than just a cost center. It’s not a department, it’s a mission.

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Customer Success ROI Customers Sales 52

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners.

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Customer Success Effort Score Roadmap Customers 52

CustomerSuccessBox

MARCH 23, 2022

As a Customer Success Manager , your main goal is to ensure that your customers have a great experience. And to make sure that your customers get the maximum value out of your product. While a day in the life of a Customer Success Manager (CSM) is imaginably packed with a lot of meetings with customers.

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Customer Success Meeting Customers Measurement 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.

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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”.

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Customer Success How To Insurance Culture 52

Gainsight

AUGUST 20, 2024

AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM) is evolving at a remarkable pace. According to a 2024 Forbes Advisor survey , a staggering 64% of respondents in SaaS believe AI will enhance customer relations and productivity.

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Customer Success How To Innovation Culture 52

Gainsight

AUGUST 24, 2020

You’ll find me in pursuit of that goal, whether it’s inventing customer success processes, facilitating a working session, managing my team, evolving my workout and meditation routine, or (to the aggravation of my fly-by-the-seat-of-his-pants husband) grocery shopping. How do you drive customer success in your role? .

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Meeting Customer Success Software Consulting 52

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.

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Customer Success Training Customers ROI 97

ChurnZero

SEPTEMBER 27, 2024

Outcomes based customer success, a strategy that focuses on ensuring customers achieve their desired outcomes, sounds intuitive. But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done. What are the milestones?

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CustomerSuccessBox

NOVEMBER 3, 2021

What is a Customer Objectives Review Meeting? This Customer Objective Review(COR) meeting is a redesigned version of a partnership strategic conversation. A COR meeting can be referred to as a conversation to keep in touch with the customer for a good discussion of the ongoing tasks and accomplishments.

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Meeting Customer Journeys Customers Customer Success 52

Feedbackly

OCTOBER 10, 2024

So, let Feedbackly IQ handle the time-consuming data work, so that you can focus on what matters most – bringing value to your customers and improving business outcomes. If you are an existing Feedbackly customer, simply reach out to your Customer Success Manager or contact us here. No problem!

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Analysis Feedback Meeting NPS 52

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). No matter which CSP your team is considering, these questions will clarify whether they can meet the demands of your CSMs and help grow your business.

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Customer Success eBook Roadmap Technology 52

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). No matter which CSP your team is considering, these questions will clarify whether they can meet the demands of your CSMs and help grow your business.

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Customer Success eBook Roadmap Technology 52

ChurnZero

MARCH 9, 2021

This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. .

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Meeting Exercises ROI Customer Retention 85