SmartKarrot

SEPTEMBER 10, 2020

When it comes to customer success, there are various roles in an organization. If you have been following SmartKarrot’s blogs then you would find that we have written many blogs on different roles. But this blog is specifically about Chief Customer Officer (CCO). Supervising all customer-facing teams.

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ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

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SmartKarrot

FEBRUARY 25, 2022

This is why more businesses are appointing Chief Customer officers to focus on customers. As per Gartner , 90% of companies now have a CCO with customer experience and success as the core responsibility. In this blog, we attempt to understand evolution, its implications, and whether it will stick.

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Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. Listed on Forbes as one of the Top 100 Blogs for Entrepreneurs , SaaStr initially began as a way to share Jason M.

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ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available. The ClientSuccess CSM From the Trenches Blog Series.

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Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

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ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. How should they be held to account?

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ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. How should they be held to account?

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Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. What Roles Are on a Customer Success Team?

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ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. 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.

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CustomerSuccessBox

DECEMBER 6, 2021

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. In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. Lincoln Murphy.

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Amity

NOVEMBER 22, 2013

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. We hope that our The Engaged Customer blog helps to simplify and guide you. Here is the list: Nello Franco ‘s blog – Customer Success Frameworks. He runs the Customer Success Association.

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CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Imbibing a Customer Success Culture.

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ChurnZero

FEBRUARY 23, 2023

The challenge is that growth through retention and loyalty requires “strong customer relationships.” If your company has been chasing net new customers and is only now shifting its attention to existing customers, you may have a lot of ground to make up. This blog post aims to help you with that.

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ChurnZero

FEBRUARY 23, 2023

The challenge is that growth through retention and loyalty requires “strong customer relationships.” If your company has been chasing net new customers and is only now shifting its attention to existing customers, you may have a lot of ground to make up. This blog post aims to help you with that.

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Amity

SEPTEMBER 2, 2015

Customer Success Managers, no less assertive on our mission, take a subtler approach to reaching goals—goals just as vital to the success of the company as the initial sale. With recurring revenues on the line each month (MRR), SaaS vendors don’t have the luxury of relaxing once the contract is signed. Touch, engagement, renewal.

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ChurnZero

FEBRUARY 17, 2022

Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. The fact that Customer Success software (finally!) Final thoughts.

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Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Here are a few other active groups: Customer Success Management.

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ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

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ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

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ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

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SmartKarrot

JANUARY 5, 2021

His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Allison Pickens.

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SmartKarrot

FEBRUARY 22, 2022

As a Chief Customer Officer, you need your team to understand your customer success goals and work in alignment with the strategies developed by you. So, as your customer success team grows in size you will have to get ready for educating, involving, and aligning the right people at the right position.

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CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Blog Author: Alexander Weihmann. The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. Now more than ever Customer Success is essential to the long-term success of your entire organization.

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ChurnZero

FEBRUARY 17, 2022

Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. The Customer Success leader perspective: how to encourage the adoption of Customer Success software Implementing change requires the balancing of bottom-up and top-down approaches.

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SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. Like what you are reading?

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Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. Focus on generating a deep understanding of customer’s business drivers #customersuccess [Tweet this!]. Moving Beyond SaaS.

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ProProfs Blog

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

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SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

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Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend? I love the community around it.

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ClientSuccess

FEBRUARY 26, 2019

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. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Question 3.

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ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. One of the most common questions in SaaS is “What’s a good NRR?”. NRR is both your friend and your “friend.”

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CSM Practice

APRIL 17, 2017

However, many customer success teams often struggle with communicating their value and thereby never get their budget fully approved. In this blog, I am going to show you how other customer success executives demonstrate the value of their team to management and the board of directors.

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Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

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ClientSuccess

JULY 23, 2019

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. So one of the things I’ve tried to and continue to do is instill collaboration beyond the customer success management team. Question 6.

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Amity

MAY 27, 2014

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. Best regards, From a SaaS in need of saving! What should I be looking for?

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