ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. But you have to have these meetings, you have to, at least once a month, talk about lost deals too, and you have to have all three [executives] come to these meetings. Watch the session: Customer Advocacy as a Growth Engine.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Amity

MARCH 1, 2018

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. DON'T Say goodbye to your customers too soon. You may lose customers if you lag.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

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. The meeting’s co-host is Champion.

Customer advocacy 52

Customer advocacy Upselling SaaS 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

Amity

JULY 4, 2017

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. Gather feedback at key points of the customer journey to give more context and meaning to your NPS score.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ChurnZero

OCTOBER 12, 2021

The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 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

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. Is it virtual or Face to Face?

Management 52

Management SaaS Customer advocacy Accountability 52

Strikedeck

SEPTEMBER 22, 2020

Vincent Manlapaz, in an interview with Doug Snow, talks about the importance of building a CS organization that meets the business objectives of the company and its customers.

Customer advocacy 52

Customer advocacy SaaS Customer Experience 52

Amity

FEBRUARY 11, 2014

Email, phone, meeting correspondence. The opportunity-based: Age of customer. Advocacy of customer. Investing in customer operations surfaced as a priority for over 200 SaaS companies we’ve spoke to. At a minimum, ensure that you are collecting the right data. The obvious: Account and contact information.

Customer advocacy 48

Customer advocacy SaaS Big data Accountability 48

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

CSM Practice

MAY 22, 2022

Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

ChurnZero

FEBRUARY 1, 2019

Chris’ experience also includes leadership roles at Mercury Interactive, Gemstar-TV Guide, and Allibra Incorporated, where he played a transformation role building Cloud strategy and preparing the company for the leap to SaaS. Francesca Cruz, Vice President, Customer Success, IZEA. You can find and follow Chris on LinkedIn. .

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

CustomerSuccessBox

FEBRUARY 28, 2022

This is a customer engagement model which helps SaaS businesses drive growth. LAER helps customer success professionals make the most of their customer engagement. The LAER model is a framework for establishing an initial relationship with customers and building on it over time. LAER model in Customer Success.

Customer advocacy 52

Customer advocacy Upselling SaaS Education 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

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Advocacy.

Metrics 53

Metrics SaaS Customer advocacy Accountability 53

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. Increased customer loyalty and customer retention. .

Customer advocacy 52

Customer advocacy Upselling Customer retention B2B 52

CustomerSuccessBox

DECEMBER 1, 2021

Instead, interacting with the customers and listening to them can help SaaS businesses devise actionable solutions to the unique problems of their customers and can reduce their churn magnificently. Active listening helps you build deep emotional connections with customers. Suggested Read: Customer Advocacy guide.

SaaS 52

SaaS Customer advocacy Surveys Feedback 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 Customer advocacy 59

Amity

APRIL 24, 2017

We take advantage of the fact that we are a small team, by having daily stand-up meetings and embracing spontaneous conversations. We take advantage of the fact that we are a small team, by having daily stand-up meetings and embracing spontaneous conversations. Even in Marketing, customer advocacy is a huge part of our strategy.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Ed Powers , Customer Success Consultant. Marley Wagner , Sr.

SaaS 52

SaaS Chief Customer Officer Metrics Education 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

ChurnZero

MAY 20, 2021

Examine your customer activity and the intention behind it. If a customer skips two meetings in a row, is that a trigger? Where do you have an opportunity to celebrate a customer, cross-sell a customer, or introduce a customer to a new resource? Don’t lose the customer along the way. Transform Phase.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

Strikedeck

JANUARY 19, 2021

Vincent Manlapaz, in an interview with Harpreet Oberoi shares his thoughts on why organizations should keep their laser focus on meeting and achieving customers' desired outcomes. The post The Path to Sustainable and Reliable Business Partnerships first appeared on Strikedeck | Customer Success Platform.

Customer advocacy 92

Customer advocacy SaaS Customer Experience 92

Influitive

JUNE 14, 2016

Meet The Advocates. Joe is chatting with Jane over dinner about a scathing review he read on G2 Crowd that panned the exact SaaS his company was on the cusp of implementing. Perhaps the sales rep should have asked his advocate marketer to arrange a customer-to-prospect reference call with Joe instead.

Marketing 60

Marketing SaaS Consulting Consulting 60

ClientSuccess

OCTOBER 17, 2018

2) From : Sara Masson , Senior Customer Success Manager | Company : Loopio | Location : Toronto, Canada. Our team has recently implemented a “top tip” sharing as part of our weekly team meeting, and it’s had a huge impact. True customer advocacy – giving everything I have to building customer success as a culture.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ChurnZero

OCTOBER 12, 2021

The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

ChurnZero

DECEMBER 20, 2019

This should be the year that companies invest in the employee experience with the same fervor as the customer experience to bring employee support out of the dark ages and leverage their best assets—their people—to deliver superior customer service. . . CS and Product work lockstep to meet customer needs and wants. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

OCTOBER 6, 2020

To meet these goals, the team knew they needed to better understand each customer’s objectives and pain points. Better harnessing their usage data led to more productive customer conversations and helped their accounts grow. Advocacy Hero – Sales Boomerang .

Banking 40

Banking SaaS Entertainment Customer advocacy 40

ChurnZero

JUNE 28, 2019

The same can be said when it comes to the complex nature of many B2B SaaS products. Customer retention is becoming a top-of-mind KPI in boardrooms around the world, and even the smallest errors can have profound impact on your bottom line. In today’s hyper-competitive world, customer advocacy is more essential than ever.

B2B 49

B2B B2C Entertainment Customer advocacy 49

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

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. I’ve never seen a company that has really happy and thrilled customers and miserable employees. I have meetings each week with employees. MW: You mentioned having meetings with employees.

SaaS 52

SaaS Management Best practices Customer advocacy 52

Strikedeck

FEBRUARY 23, 2021

Vincent Manlapaz, in an interview with Elaine Cobb shares her thoughts on what organizations can do today (during these unprecedented times) to manage change and meet customer expectations.

Management 59

Management Customer advocacy SaaS Customer Experience 59

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

OCTOBER 20, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Hire and train a world-class team of customer success managers. Onboarding new customers.

Customer advocacy 19

Customer advocacy Upselling SaaS Accountability 19

SmartKarrot

SEPTEMBER 23, 2020

In such cases, it is sometimes essential to hire a ‘particular’ whose sole intention is to build the customer base and focus on serving their interests. In industries like SaaS, the customer success manager is the one who is that ‘particular’. But first, what is a customer success manager? Advocates their customers.

SaaS 10

SaaS Management Upselling Customer advocacy 10

SmartKarrot

SEPTEMBER 27, 2021

Drive customer advocacy in the form of case studies, testimonials, and referrals. Apply here: [link] Role: Customer Success Manager Location: Remote, United Kingdom Organization: KELA As a Customer Success Manager, you will build strong relationships with new and existing customers. Apply here: [link].

Customer advocacy 19

Customer advocacy Government SaaS Best practices 19