ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? Related resource: The crucial nuance behind seven top Customer Success metrics for SaaS companies 2: Should Customer Success own renewal and expansion?

Customer Success 97

Customer Success Technical Review Systems Review Metrics 97

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Scale SaaS Finance 98

ChurnZero

FEBRUARY 9, 2021

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)? Value Realization Best Practices for Customer Success Management.

Customer Success 52

Customer Success Scale Customer Lifetime Value Consulting 52

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. No, but you better be able to explain why.

Customer Success 98

Customer Success Metrics SaaS Banking 98

SaaStr

AUGUST 8, 2022

In a special SaaStr Annual session, Brex CEO & Co-Founder Henrique Dubugras and Mutiny CEO & Co-Founder Jaleh Rezaei reveal the secrets to building a successful SaaS business based on a product that customers need and love. For example, the Head of Customer Success didn’t come from a standard customer service background.

Startup 187

Startup Consulting Product Marketing Revenue 187

ChurnZero

JUNE 7, 2022

Those of us who work in Customer Success know just how vital high-powered Customer Success teams are for organizations. Customer Success teams are essential for retaining customers, improving the customer experience, reducing churn, and boosting other crucial metrics.

Customer Success 52

Customer Success Scale Leadership Education 52

30 Day Leadership

NOVEMBER 28, 2023

Gain insights into the importance of adopting a long-term view in life and discover how Nils diversified his consulting business after the pandemic. Podcast highlights: 1:05 - Evolution of business and podcast - Nils reflects on the evolution of his business from customer success consulting to writing a book and running training programs.

Leadership 52

Leadership Consulting Customer Success Development 52

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Speakers: Mikael Blaisdell , Executive Director, The Customer Success Association. Q&A Recap.

Customer Success 59

Customer Success VP of Engineering Scale Benchmarks 59

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Software Review Scale Sales Recruiting 69

Intercom, Inc.

APRIL 30, 2020

. “These apps reach over 30,000 Intercom customers who installed apps more than 100,000 times last year alone.” Our new programs are designed to help all of us partner even more closely, so that together we can help businesses build better and more personal relationships with customers.

Outsourcing Services 223

Outsourcing Services Outsourced Development Consulting Retention 223

User Pilot

JUNE 20, 2023

Author: Krystal Higgins is an accomplished UX designer and consultant. She has helped several successful SaaS companies improve their onboarding processes. Key takeaways: Offers a unique combination of concise yet impactful advice that can lead to successful onboarding. Where to buy: You can order it on Amazon. #2

Onboarding 98

Onboarding VP of Engineering SaaS Consulting 98

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. Getting bombarded by Marketing for unrestricted customer access. Put simply, Customer Success does a lot of things for a lot of people. ChurnZero vRYG panelists included: Sana Farooq , Director of Customer Success, FloQast.

Customer Success 59

Customer Success Technical Review Management Sales Hiring 59

SaaStr

MAY 27, 2021

Although, in consultations with founders of many of these SaaS companies, I’m often caught by surprise to learn that they’ve made upward of a dozen hires, but zero are for customer-facing roles. A Customer Success Representative . The more value the customer gets, the more likely they’ll continue to pay. .

Sales Hiring 185

Sales Hiring Scale Venture Capital Sales 185

30 Day Leadership

OCTOBER 4, 2022

In this episode of the B2B Leadership podcast, Yaswanth Reddy , Senior Director of Customer Success at Bidgely , and best-selling author and leadership coach Nils Vinje dig into the topic of building trust and much, much, more. Podcast highlights: 0:27 - Yaswanth's background - Yaswanth explains his role at Bidgely.

Leadership 52

Leadership B2B Consulting User Experience 52

30 Day Leadership

OCTOBER 5, 2022

In this episode of the B2B Leadership podcast, Yaswanth Reddy , Senior Director of Customer Success at Bidgely , and best-selling author and leadership coach Nils Vinje dig into the topic of building trust and much, much, more. Podcast highlights: 0:27 - Yaswanth's background - Yaswanth explains his role at Bidgely.

Leadership 52

Leadership B2B Consulting User Experience 52

Totango

DECEMBER 21, 2017

Written by Dante Otero, Manager, Partner & Customer Experience, Google Cloud. Shortly after becoming a customer of Totango earlier this year, I heard about the Customer Success Summit which sounded like a tremendous opportunity to get immersed in Customer Success for two days. I hope to meet you there!

Customer Success 48

Customer Success Software Review Cloud Consulting 48

OpenView Labs

APRIL 8, 2019

Creating a customer success model that benefits clients of all sizes while also helping your Customer Success Managers succeed may seem to be impossible. You want your customer success model to appeal to all sorts of learning styles so it engages every type of user. You can read Part 1 here. .

Customer Success 56

Customer Success Leadership Onboarding Banking 56

SaaStr

NOVEMBER 11, 2020

The ‘end-user era is here’ as explained in detail by Openview Partners , and enterprise software is charging the way. It can be best described as an end-user focused model that relies on product features and usage as the primary drivers of customer acquisition, retention, and expansion.

Scale 182

Scale Sales Acquisition Consulting 182

Intercom, Inc.

SEPTEMBER 8, 2021

By leveraging a combination of technology and the knowledge and expertise of your team, you can anticipate customer needs and use targeted messages , banners , custom bots , and more to alert your customers to temporary issues or provide a little bit of extra help where it’s needed. Powering support at scale.

Scale 237

Scale Headcount Mobile Communication 237

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Customer Success 64

Customer Success VP of Engineering Scale Technical Advisors 64

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Technical Advisors 52

Technical Advisors Technical Review Customer Success Software Review 52

SmartKarrot

MAY 18, 2020

It seems more like a million-dollar question when someone comes up to me and asks what are the best qualities that a Customer Success Consultant possesses. Now, let’s talk about 5 such customer success consultant qualities that are of high pertinence to the role: 1. And what do I revert with? Follow this:

Consulting 10

Consulting Customer Success Communication B2B 10

Valuize Consulting

JULY 22, 2021

Accelerate Customer Success With Customer Success Operations. Customer Success (CS) Operations is a new addition to the world of Customer Success that has grown exponentially in both size and scope over the last few years. How quickly are your customers getting value?

Customer Success 52

Customer Success Scale Underperforming Technical Team Government 52

Sales Hacker

MARCH 7, 2022

Back in the day, the majority of Frank’s students wanted to go into investment banking and consulting. Students now apologize if they want to go work for an investment bank or consulting firm. He also explains that sales outcomes are always organizational outcomes. According to Frank, almost everyone wants to be an entrepreneur.

Technical Review 85

Technical Review Sales Marketplace as a Service Banking 85

Valuize Consulting

MARCH 31, 2020

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. Empower your Customer Success leaders.

Customer Success 40

Customer Success Sales Hiring Business Model Leadership 40

Intercom, Inc.

DECEMBER 16, 2019

Since then, the success of ABM has grown dramatically – 97% now say it has a higher ROI than other marketing tactics. In this guide, we explain how you can turn ABM into a win for your business – by putting the right team, tools, and processes in place. Improved customer retention and expansion. Customer success.

Scale 189

Scale Marketing Business B2B 189

Valuize Consulting

DECEMBER 4, 2018

Customer Success Starts with Pre-Sales In Part 2 of this 2-part series, Mergeable’s CEO, Edward Czech and Valuize Consulting’s CEO, Ross Fulton explain why pre-sales is critical to any company with a customer success strategy.

Customer Success 40

Customer Success Sales Strategy 40

Valuize Consulting

DECEMBER 4, 2018

Customer Success Starts with Pre-Sales In Part 2 of this 2-part series, Mergeable’s CEO, Edward Czech and Valuize Consulting’s CEO, Ross Fulton explain why pre-sales is critical to any company with a customer success strategy.

Customer Success 40

Customer Success Sales Strategy 40

Valuize Consulting

DECEMBER 4, 2018

Customer Success Starts with Pre-Sales In Part 2 of this 2-part series, Mergeable’s CEO, Edward Czech and Valuize Consulting’s CEO, Ross Fulton explain why pre-sales is critical to any company with a customer success strategy.

Customer Success 40

Customer Success Sales Strategy 40

Sales Hacker

JULY 14, 2021

Revenue operations (RevOps) brings together the siloed operations teams for marketing, sales, customer success, and customer support under one umbrella. RevOps looks at the entire customer journey and the entire funnel from marketing (lead routing, conversion rates, etc.) How are RevOps and Sales Ops different?

Sales 86

Sales Technical Review Consulting Systems Review 86

Intercom, Inc.

MAY 25, 2021

And as support leaders and decision makers, how should you navigate this transition to set your team, organization, and customers up for long-term success? To address this, Vlada and her team have started providing personalized support before customers even know they need it. “We The new normal.

Customer Support 260

Customer Support Scale Scaling Communication 260

CustomerSuccessBox

DECEMBER 13, 2021

Star Hofer is the VP of Customer Success at PartnerStack. She’s Top 100 Customer Success Strategist (2021 & 2020). She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success.

Onboarding 52

Onboarding Consulting Interviewing Customer Success 52

Sales Hacker

APRIL 1, 2021

Super simple to explain to someone with no outside knowledge.” — Blake Whitney , Sales Operations Manager at Quorum. Likely premature.” — Travis Alford , Senior Sales Consultant at Darwinian Ventures. “A Overrated.” — Grant Acosta , Senior Customer Success Manager/Senior Salesforce Consultant – Managed Services at Simplus.

Sales Recruiting 93

Sales Recruiting Underperforming Technical Team Sales Hiring Scale 93

SmartKarrot

MAY 19, 2021

Role: VP of Customer Success Location: Norfolk, VA, US Organization: xTuple As a VP of Customer Success, you will manage and scale the Customer Success team as they connect with customers, build relationships, drive adoption & growth, and cultivate enduring, successful customer partnerships.

Customer Success 10

Customer Success Scale Consulting Government 10

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset.

Customer Success 40

Customer Success Sales Recruiting Scale Technical Review 40

SaaStr

APRIL 24, 2019

* Why does Alex believe that you must invest in customer success before you think you need it? What were the benefits for Alex of investing early in customer success? How does one know when is the right time to hire their first in customer success? How can your customers drive your product decisions?

Scale 135

Scale Scaling Sales Hiring Customer Success 135