Totango

JULY 19, 2021

Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. They must know how to educate customers so that they will receive value from the product quickly. Customer advocacy. Customer support. Onboarding. Churn Reduction.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

NobelBiz

NOVEMBER 13, 2023

Additionally, these satisfied customers become brand advocates, spreading positive word-of-mouth and attracting new customers to the business. This organic growth through customer advocacy further contributes to revenue growth. This amount deducts your sales, marketing, and customer service charges.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine. Customer Success leaders need to have business acumen if they want a seat at the table. Just improve it each quarter.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Education Services Group

OCTOBER 22, 2019

The marketing team is in the business of making promises — about what your product can do for customers, about the features it will grant them, and about how much easier and more efficient it will make their lives. Talk About Key Metrics. They’ve been tailoring and creating content for your customers all along.

Marketing 49

Marketing Education Upselling Customer advocacy 49

Nicereply

FEBRUARY 2, 2024

Source SuperOffice In today’s competitive environment, where customers are spoiled for choice, customer success has become a key competitive differentiator. As such, you must find ways to educate and guide your customers on how to gain maximum value from the products they’ve purchased.

Education 59

Education Accountability Customer retention Journey mapping 59

CustomerSuccessBox

FEBRUARY 28, 2022

The LAER model is a framework for establishing an initial relationship with customers and building on it over time. As more technology suppliers move toward subscription-based services, customer engagement has taken the center stage in ensuring customer success. What is a Customer Engagement Model? Who owns the model?

Customer advocacy 52

Customer advocacy Upselling SaaS Education 52

ChurnZero

FEBRUARY 1, 2019

“While modern solutions, features, and functions attract customers, it’s the total experience with a company that leads to long-term customer success—and in education, that can equate to the success of our future workforce,” said Collins. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Education Services Group

FEBRUARY 3, 2021

“They offer a key component of an effective CS tech stack, and their Community platform is at the forefront of what I think will be one of the next big trends in Customer Success.”. ESG delivers Customer Success as a Service ® (CSaaS), enabling you to build, operationalize, and transform your CS organization. About inSided.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Adam Binder , Founder, Creative Click Media.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

SEPTEMBER 27, 2024

That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices. Using attendee questions from our recent webinar on outcomes based customer success, they’ve mapped out six best practices to follow.

Best practices 52

Best practices Accountability Sales Feedback 52

Education Services Group

MAY 13, 2020

Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. To really prove your value to senior leadership, CS metrics must have a direct alignment to revenue. Maintaining customer advocacy at your core.

SaaS 52

SaaS Customer advocacy Sales Technical Support 52

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Customer retention Self service 52

ChurnZero

JANUARY 10, 2020

“Investing in our customers’ success is one of ShootProof’s top priorities. He is passionate about customer advocacy and believes that there’s no more powerful growth engine than delighted customers. ” . 3) Lisa Schreiber, (First) Chief Customer Success Officer, Forcepoint .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Is it retention, expansion, advocacy, product feedback, or service delivery?

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Boost customer advocacy and NPS through outstanding customer service.

Customer advocacy 19

Customer advocacy Education Technical Support Finance 19

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 20, 2022

Apply here: [link] Role: Customer Success Specialist Location: Sydney, New South Wales, Australia (Hybrid) Organization: Unloan As a Customer Success Specialist, you will spend time to build relationships with customers, and ask specific questions to learn about their financial situation and lending needs.

Customer advocacy 19

Customer advocacy Education Accountability Metrics 19

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability.

Customer advocacy 19

Customer advocacy Government Accountability Metrics 19

SmartKarrot

NOVEMBER 22, 2022

Role: Customer Success Director Location: England, United Kingdom Organization: Splunk As a Customer Success Director, you will drive customer success strategies and work collaboratively to help selected strategic customers roadmap a solution to achieve their business objectives. NPS, usage metrics, etc.

Best practices 19

Best practices Customer advocacy Upselling Government 19

SmartKarrot

JULY 28, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing.

Customer advocacy 19

Customer advocacy Customer centricity Metrics Education 19

SmartKarrot

OCTOBER 19, 2022

Understand different user personas, requirements, and success metrics, and how they map to the client’s key business objectives. Supervise space utilization performance against the client’s success metrics and provide recommendations to optimize. Apply here: [link].

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

OCTOBER 8, 2021

Apply here: [link] Role: Head of Customer Success Location: Boston, MA, US Organization: WHOOP As a Head of Customer Success, you will own the overall success of the Enterprise customer base and partner with cross-functional teams to ensure success from a renewal and expansion standpoint.

Brand ambassadors 3

Brand ambassadors Upselling Customer advocacy Accountability 3

SmartKarrot

AUGUST 4, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing. Apply here: [link].

Customer advocacy 19

Customer advocacy Accountability Customer centricity Education 19

SmartKarrot

NOVEMBER 11, 2021

Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement. Lead the knowledge-sharing effort derived from the voice of the customer between all departments of the company. Proactively managing customers to avoid them becoming at-risk.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

SmartKarrot

APRIL 18, 2022

Role: Director of Customer Success Location: New York, United States (Hybrid) Organization: Fireblocks As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success.

Advertising 19

Advertising Customer advocacy Best practices Finance 19

SmartKarrot

OCTOBER 7, 2021

Apply here: [link] Role: Customer Success Manager Location: Remote, United Kingdom Organization: NAVEX Global As a Customer Success Manager, you will own a portfolio of high-touch, Enterprise accounts from handoff to customer advocacy and beyond.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

Education Services Group

JUNE 20, 2023

Once users are comfortable and confident with your product, Customer Success should continuously measure its impact as the customer utilizes it over time. Track and monitor metrics like health scores, consumption analytics, and escalations.

Journey mapping 52

Journey mapping Government SaaS Self service 52

Education Services Group

JULY 5, 2023

The role of CSMs in revenue generation Customer Success Managers are perfectly positioned to discover and develop these leads, but not everyone does it this way. Customer Success leaders know they need to prove their team’s impact on metrics like Net Revenue Retention (NRR).

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

Education Services Group

MARCH 15, 2023

They promote a customer-centric culture and inject greater value into and out of customer communication channels. An executive sponsor can encourage regular status updates on VoC progression and performance metrics so that every department can see the impact of their efforts.

Feedback 52

Feedback Surveys Customer retention Customer centricity 52

SmartKarrot

JUNE 11, 2021

The CCSMP certification is based on the Practical CSM framework that works across the entire customer lifecycle. There is ample student interaction for professionals in any industry looking to move to customer success professionals. You can pick any area based on your experience, interest, and education.

SaaS 22

SaaS Best practices Accountability Education 22

SmartKarrot

AUGUST 7, 2020

They have to examine the various stages of the customer journey and identify gaps in customer-facing processes. So, those gaps must be filled to ensure a stellar customer experience at every stage of the journey. Aligning and educating internal teams about the importance of customer success.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

APRIL 8, 2021

The most important way product-led success is different is in how the customer’s view of the product takes center stage. Product-led customer success is based on monitoring user data, engagement, behavior and customer health. There are multiple in-app metrics that are essential for product-led growth. contact-form-7].

Education 10

Education SaaS Customer centricity Metrics 10

SmartKarrot

OCTOBER 3, 2023

To achieve this, you need to focus on the following key elements: The Importance of User Onboarding: Effective onboarding sets the stage for a successful customer journey by helping users understand the value of your product and how to use it. A high NPS indicates strong engagement and customer advocacy.

Gamification 11

Gamification Education CRM Feedback 11

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Apart from being a reputed advisor on Customer Success, he is the Founder and CEO at SuccessHACKER and Antwoord42.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

JANUARY 29, 2021

Monitor work flows to ensure timely and effective responses in a manner that meets customer expectations and internal service goals and objectives. Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects.

Customer advocacy 10

Customer advocacy Education Upselling Customer centricity 10