Customer Success: Roles Within a B2B Enterprise

Totango

When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. Thinking Critically About Customer Success Roles.

Digital Customer Success vs COVID – One Year Anniversary Recap

Totango

No one knew what the “new normal” meant for the market, industry, businesses, or customers. In this webinar , Christine Vienna Knific, VP of Customer Success, walks us through their journey and the tactical steps she took to operationalize success for Wisr.

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Aligning SaaS Customer Success

Chaotic Flow

SaaS businesses develop intimate, long term relationships with their SaaS customers. If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. This is the third post in a series that explores the importance of SaaS customer alignment across the SaaS customer lifecycle. It is typical in B2B software for customer acquisition to eat up 50% or more of total costs.

What’s the Difference Between Customer Success and Customer Experience?

Totango

The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. It has never been easier for unhappy customers to churn. Value leads to sustainable growth for both you and your customers.

Why Customer Success is Important in the Modern Age

Totango

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.

3 Key Customer Success Insights that Drive SaaS Growth

ChurnZero

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Addressing customer concerns proactively through high-quality content.

The New (Breakout) Growth Formula: Customer Success + Predictive Sales

Sales Hacker

Here’s an important, and often overlooked, fact about B2B sales and marketing: Your customer data holds all the keys you need to grow your business. How Customer Success Drives Predictive Sales and Marketing. Building a Foundation for Predictive B2B Sales and Marketing .

Engineering Customer Success Processes for Maximum Impact

Valuize Consulting

Customer success processes in B2B software businesses today are often inefficient, siloed and lacking scalability. How were your company’s customer success processes created? articles customer success

Top 5 Customer Success Takeaways from TSIA Interact 2021

ChurnZero

The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. . Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . .

The Top 7 Customer Success Trends for 2020

Totango

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

Top LinkedIn Learning Courses for Customer Success

ChurnZero

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)?

[Q&A] Customer Success Maturity Model: Know Where You Stand

ChurnZero

In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. Customer Success Around the Web.

Understanding Customer Success: Growth Driven by the Customer-Centered Economy

Totango

Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items. You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen. In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too. Increase Customer Retention.

The Complete Guide to Improving Your Customer Success Health Score

Totango

This is certainly true of the customer success health scores used to monitor the status of customers. When a health score indicates that a customer requires attention, you also need to know what went wrong and how to fix it. To improve the diagnostic value of customer success health scores, build them around the right metrics and derive solutions by understanding how those metrics impact customer lifetime value. Use a Customer Success Platform.

Revenue Operations: A Game-Changer for B2B Marketers

InsightSquared

R evenue operations is no doubt among the hottest trends in B2B marketing. It’s the alignment of existing business functions—Marketing, Sales, and Customer Success—into one team that is driven by a single goal: growing revenue.

6 Critical Criteria for Evaluating Customer Success Technology

Valuize Consulting

Customer success technology is one of the breakout tech categories that has emerged over the past 5 years. The rise of the customer success ‘domain’ in B2B software companies has driven this new market category. articles customer success

How Zendesk Invested in Customer Success from a Product-First Perspective

Totango

Zendesk is a family of products that helps companies manage the entire customer lifecycle in different ways. They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. Sam’s philosophy: “In a perfect world, our products hit the customer needs so well that humans don’t need to be involved at all.”

Top LinkedIn Learning Courses for Customer Success

ChurnZero

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)?

Customer Success Team Spotlight: Criteria Corp

ChurnZero

Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.). Our CSMs are dedicated to delivering value and customer specific outcomes.

Q&A: Customer Success Study Results Revealed

ChurnZero

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG.

Why Customer Success is Important in the Modern Age

Totango

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.

Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management

ChurnZero

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. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying.

Engineering Customer Success Processes for Maximum Impact

Valuize Consulting

C ustomer success processes in B2B software businesses today are often inefficient, siloed and lacking scalability. How were your company’s customer success processes created? Perhaps it was fueled by all of the strategic expertise, funding and time required to develop a category-leading customer success strategy—one that transforms your company’s revenue retention and expansion metrics. The state of customer success processes.

ChurnZero Customer Success Professional Spotlight

ChurnZero

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers.

5 Customer Success Strategies For Visionary Software Leaders

Valuize Consulting

Since 2015, the customer success (CS) domain has achieved a 176.54% year-over-year growth of CSM positions globally ( Gainsight, 2019 ), which comes predominantly from the software & IT industry. Undoubtedly, the mass transition towards a subscription-based business model is driving the need to optimize all touchpoints of the customer experience. 2) Map your customer success processes directly to your customer journey.

Sales and Customer Success: The Most Dangerous Intersection of Your Customer Journey

Valuize Consulting

The customer journey you have in place is full of intersections, and accidents happen at intersections. articles customer success

10 WTF (What’s the Future?) Predictions for Customer Success

ChurnZero

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero.

Top 10 Customer Success Takeaways from SaaStock Remote

ChurnZero

One of the main themes of the 2-day virtual event was customer centricity. Your customers remain your greatest asset and it’s more important than ever to be close to them. We pulled together the top ten Customer Success takeaways to share with you here. .

Totango Leads the Industry in Customer Success According to Trust Radius

Totango

Did you know that about 95% of customers read reviews before making a purchase? Or that 78% of customers who read reviews were satisfied with their purchase? We are proud to have received multiple leadership awards from TrustRadius in Customer Success.

What is Customer Success — A Smart & Actionable Guide

Sales Hacker

What is Customer Success and why do you need it? Gain a new customer, you increase revenue. What happens when you lose more customers than you gain? It may happen sooner or later, but failure is the only prospect a business faces when customer loyalty plunges. It was in this context that the field of Customer Success (CS) emerged in the final years of the 20th century. Guide overview: What is Customer Success? Customer Experiences.

Negative Churn: Reaching the Pinnacle of Customer Success

CloudKettle

Some of the fastest growing, The post Negative Churn: Reaching the Pinnacle of Customer Success appeared first on CloudKettle. SaaS Sales and Marketing B2B churn customer success negative churn Revenue Stack Saas Salesforce subscription revenueThere is no doubt we are living in the subscription economy.

Churn 42

3 CEO Arguments to Win Budget for Customer Success

ChurnZero

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . So, h ow can Customer Success go from barely getting by to exceeding their goals in the new year ? .

Why Customer Success Should Care About Review Sites And Which Ones To Focus On

ChurnZero

In order to feel confident about your buying decision you might do many things to vet the solution including testing out a free trial, speaking to references, looking at comparison reports and last but not least looking at multiple customer reviews. . Customer Success Around the Web.

6 Critical Criteria for Evaluating Customer Success Technology

Valuize Consulting

Customer success technology is one of the breakout tech categories that has emerged over the past 5 years. The rise of the customer success ‘domain’ in B2B software companies has driven this new market category. Most B2B software companies have now made attempts to build Customer Success organizations, and their focus has shifted to increasing the efficiency, scale and impact of these teams. articles customer success

5 Must Do Steps for People-Centric Customer Success

TriTuns

When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to customer outcomes focus. Slowly, we are seeing a shift where CS teams are focusing on understanding the customers business objectives and desired outcomes. Implications for Customer Success.

The Best B2B Client Expansion Strategy

Totango

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback.

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2 Exercises To Empower Your Customer Success Leaders

Valuize Consulting

These are all common traits of customer success leader s who are driving sustainable growth for software companies in the subscription economy. These leaders are armed with customer success strategies that empower them to blast through the walls in their businesses. Companies unintentionally constructed these sky-high, solid walls in the era of ‘acquire the customer at all costs’, ‘sell, implement, walk away’ and ‘feature-function bake-offs’. Strong. Determined.

Customer Success & Finance: Get Aligned!

ChurnZero

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. The total financial impact of customer retention. Customer Success Around the Web.

7 Podcasts Customer Success Professionals Should Subscribe To

ChurnZero

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. . Talking Customer Success.

5 Must Do Steps for People-Centric Customer Success

TriTuns

When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to customer outcomes focus. Slowly, we are seeing a shift where CS teams are focusing on understanding the customers business objectives and desired outcomes. Implications for Customer Success.