CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Aaron Thompson. Alex Farmer. Dave Jackson.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

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.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. Onboarding Customers.

Management 52

Management SaaS Customer advocacy Accountability 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. About CSM Practice.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. CS teams should focus on both types of customers equally, as both are important in your quest for customer advocacy.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

CustomerSuccessBox

AUGUST 10, 2021

Contrarily, only 1% of companies only maintain customer health to benchmark against a best-in-class customer and overall ROI. Suggested Reading: 6 Exclusive Hacks To Accelerate Customer Retention For Your SaaS. Increased Customer Value. Some Customer Health Score Trends. Increased NRR.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

inSided

SEPTEMBER 22, 2022

We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. So with all that happening around us, why do we still see companies and their Customer Success teams still invest in Community projects? We’re growing too fast, right!?

Education 59

Education SaaS Accountability Best practices 59

Amity

JANUARY 20, 2016

Issue 72 - Customer Success Articles that are Certified Classics (Part 2). In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. Join us on January 26 at 1pm ET , as we teach you to transform product adoption for all your customers. Hire Early. New reader?

SaaS 48

SaaS Accountability Customer advocacy Upselling 48

CustomerSuccessBox

MAY 9, 2022

Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. About CSM Practice.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. About CSM Practice.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ChurnZero

JUNE 27, 2023

Subjective internal: Results of periodic business reviews, Customer Success Manager (CSM) sentiment, engagement and responsiveness, customer fit within the ideal customer profile (ICP). Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI).

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

CSM Practice

JANUARY 17, 2017

In the technology industry, Customer Success Management is a growing practice, alongside the increase in popularity of SaaS (software-as-a-service) as a software licensing and delivery model. As a result, the traditional customer-vendor relationship, which now mostly applies to on-premise solutions, has changed dramatically.

SaaS 40

SaaS Accountability Metrics Coaching 40

Amity

APRIL 24, 2017

It wasn’t until we closed some deals that a couple of our customers started to ask about implementation, onboarding, and best practices. Being the keener that I was, I volunteered to work out an implementation plan, and that’s how Customer Success was born at Loopio.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . I’ve already seen this take place among my current customers. .

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Chief Customer Officer Sales SaaS Customer centricity 61

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. New growth models evolved , and Customer Success was born out of the need to cultivate and expand relationships with current customers.

Journey mapping 52

Journey mapping Government SaaS Self service 52

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

SEPTEMBER 27, 2021

Develop relevant content related to data-driven fundraising best practices. Drive customer advocacy in the form of case studies, testimonials, and referrals. Assist in the configuration for newly onboarded clients in the SaaS-based software. Build relationships and maintain the health of your accounts.

Customer advocacy 19

Customer advocacy Government SaaS Best practices 19

SmartKarrot

OCTOBER 20, 2021

Build strong relationships with buyers and users that drive customer satisfaction and customer advocacy. Manage customer communications and work with internal teams to address questions and requirements. Address customer escalations, concerns, and queries in a timely and accurate manner. Onboarding new customers.

Customer advocacy 19

Customer advocacy Upselling SaaS Accountability 19

SmartKarrot

JUNE 11, 2021

Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. The course is led by trainers who have 60+ years of combined experience in the customer success space. For course details, click here.

Best practices 22

Best practices SaaS Accountability Education 22

Education Services Group

JUNE 15, 2022

Customer Success is most prominent inside of SaaS companies with really progressive thinkers and leaders that are pushing it forward. And there are roles and needs and functions that a new industry creates that didn’t exist a couple years ago. Half the people we have at ESG have titles that we never even contemplated three years ago.

SaaS 52

SaaS Management Best practices Customer advocacy 52

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Currently, she is the Vice President of Customer Experience at Bugcrowd. Anika Zubair. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

AUGUST 7, 2020

Exposure to subscription- and renewal-based business processes, upselling or cross-selling, and deep knowledge of and experience in implementing customer success best practices. This is one of the most lucrative positions in SaaS companies. Additionally, an undergraduate degree in any technical discipline is a plus.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

DECEMBER 2, 2021

When you do not opt for playbook automation, you might as well be ruining your chances of customer success. Cannot explicitly leverage best practices guide . Without a customer success playbook tool, you cannot use existing best practices. With playbook tools, you can repeat customer success instances.

Best practices 10

Best practices Customer advocacy Accountability Upselling 10

SmartKarrot

DECEMBER 3, 2020

You can become closer to experts in your field, learn amazing tips, best practices, and grow mutually. In 2021, customer success managers can try to attend at least one event, maybe even virtually. Customer success needs to be looked at as a lifelong journey rather than a single night turnover.

Management 10

Management Customer centricity Journey mapping SaaS 10

SmartKarrot

AUGUST 4, 2020

Especially for the B2B organizations, customer experience is the new buzzword for the SaaS industries. It’s a shift customer success teams are uniquely poised to capitalize on, but only if they develop the means to monitor and manage long-term client experiences. Applying customer segments. Final Take.

Journey mapping 10

Journey mapping SaaS Customer advocacy B2B 10

SmartKarrot

AUGUST 7, 2020

Exposure to subscription- and renewal-based business processes, upselling or cross-selling, and deep knowledge of and experience in implementing customer success best practices. This is one of the most lucrative positions in SaaS companies. Additionally, an undergraduate degree in any technical discipline is a plus.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

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Best practices Chief Customer Officer Customer advocacy SaaS 56

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

ClientSuccess

APRIL 4, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Question 1.

Management 40

Management Customer advocacy Best practices SaaS 40

CustomerSuccessBox

NOVEMBER 24, 2021

If you provide enough value, then you earn the right to promote your company in order to recruit new customers. In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. They are on their toes constantly to get customers to choose them over their competitors. Guy Kawasaki.

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Upselling Feedback Customer advocacy B2B 52