Totango

JUNE 30, 2020

Retaining those customers will require efficient, high-value communication between you and your customers. Even more than at other times during the customer journey, your customers want leadership, support, and guidance from you. Tips on Communications During a Crisis.

Communication 126

Communication Strategy Customer Lifetime Value Systems Review 126

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Ideal candidates are strategic thinkers with operational experience and collaboration skills.

Development Team Review 52

Development Team Review Technical Review Software Review Sales Hiring 52

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. Essential skills include clear, engaging communication, an understanding of learning approaches and techniques, and content development skills.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

User Pilot

JANUARY 8, 2024

In-app strategies for converting free or trial users to paying customers. Best practices for effective customer acquisition and product-led growth. TL;DR A customer acquisition strategy is a comprehensive plan for attracting, engaging, and converting new customers into paying users. Book a demo now to begin.

Acquisition 105

Acquisition Strategy Social Media Underperforming Technical Team 105

Valuize Consulting

JUNE 9, 2022

With only a Director of Operations who answers to your VP of CS, you have no one to focus on the strategy driving your CS Operations, the engine that powers your entire Customer Success organization. The Business Impact Of Senior Customer Success Operations Leadership. The primary goal of CS Operations leadership is efficiency.

Sales Hiring 52

Sales Hiring Customer Success Scale Leadership 52

Frontegg

MARCH 17, 2022

Likewise, if the sales team has poor leadership, leads can’t be handled. Besides the operational risks and fragmented approach, SLG tends to focus on the product and not the customer. Customer Lifetime Value (CLV). Word-of-mouth is one of the biggest growth accelerators today and PLG taps into that very thing.

Scale 105

Scale Technical Review Underperforming Technical Team Sales 105

User Pilot

JUNE 12, 2024

Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Here are their main responsibilities: Drive customer engagement and advocacy through customer-focused marketing initiatives such as user communities, customer testimonials, and referral programs.

Product Marketing 52

Product Marketing Management Marketing Sales Hiring 52

CustomerSuccessBox

MARCH 4, 2022

Deploying programs to help promote company value with customers, customer goal attainment, new features, and new use-cases; and designing the customer journey to assist drive customer lifetime value. Suggested Resource : Customer Success Interview Template. You are your customer’s voice.

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

BrightBack

JANUARY 17, 2022

Our mission is to help any subscription business deliver high-performing, multi-channel retention workflows that grow customer lifetime value at scale, with no code required. What’s Next?

Payments 59

Payments Payment Methods Payment Features Payment Solutions 59

User Pilot

JULY 17, 2023

These include but are not limited to: Product discovery – market and customer research to identify customer problems that the product could solve and generation of ideas on how to solve them. Product onboarding – designing experiences that enable users to discover the product value.

SaaS 98

SaaS Scale Leadership Customer Lifetime Value 98

ChurnZero

JANUARY 6, 2022

Changing the perception of Customer Success within your organization starts by evaluating your metrics. What you measure and report to your leadership team and your board really does make a difference.”. In the table below, Matt breaks out Customer Success metrics by the value they communicate to the business.

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

CustomerSuccessBox

MARCH 21, 2022

Brings in loyal customers: They are the ones who work on long-lasting relationships, and engage the customers to make repeat purchases ensuring they are happy and satisfied! A vision should be such that the customers have a clear picture to understand where the organization is heading towards. Customer Health Score.

Customer Lifetime Value 52

Customer Lifetime Value Customer Success Retention Acquisition 52

User Pilot

JULY 27, 2023

In a nutshell, customer retention is important because your entire business model depends on it. If you can’t retain customers, your bottom line will suffer. Let’s explore a couple of key reasons it matters: Higher customer lifetime value. Retention is far cheaper than acquisition.

Retention 97

Retention Strategy Management Churn 97

Valuize Consulting

AUGUST 2, 2021

According to Totango , 91% of Customer Success leaders stated that their teams had expanded over the last year, with more than 12% saying they had grown by over 50% (2021). The subscription model has exploded in the last decade and fundamentally changed how software companies operate, measure success metrics and engage with customers.

VP of Engineering 52

VP of Engineering Interviewing Metrics Scale 52

OpenView Labs

JULY 24, 2019

According to Econsultancy/Responsys , most companies (44%) remain focused on new customer acquisitions; just 16% report having a greater focus on retention. ABM for Greater Customer Lifetime Value. You can do the same throughout the lifespan of the customer relationship…with a greater return on your investment.

Customer Lifetime Value 44

Customer Lifetime Value Sales Acquisition Banking 44

ProfitWell

MARCH 6, 2020

When Autodesk set the goal of moving to a subscription-based business, company leadership knew change was necessary because the company as a whole would be engaging with customers differently.". This increased customer lifetime value (LTV) is tied directly to more long-term and predictable revenue.

Customer Lifetime Value 52

Customer Lifetime Value Social Media User Experience Construction 52

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Liaise with CS peers, SI Partners, Sales, Services, Product, Engineering, Marketing, and SaaS Ops leadership to drive customer satisfaction.

Customer Success 19

Customer Success Scale Sales Hiring Customer Lifetime Value 19

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Jay Nathan , Founder & Managing Partner, Customer Imperative . Jay Nathan , Founder & Managing Partner, Customer Imperative .

Customer Success 80

Customer Success Scale Technical Review Sales Hiring 80

User Pilot

JANUARY 28, 2024

Time-to-Value measures how quickly users experience value, key for improving onboarding and reducing churn. Free-to-paid conversion rate indicates the effectiveness of product value proposition, pricing, and user engagement strategies. Product performance metrics: Time to Value.

Metrics 105

Metrics Customer Lifetime Value Business SaaS 105

SmartKarrot

MAY 21, 2021

Drive strategy to ensure measurable customer success, retention, and expansion across various customer segments. Accelerate customer lifetime value by defining the customer journey across all customer segments up to enterprise. Work with the Product Teams to champion customer insights and stories.

Customer Success 10

Customer Success Customer Lifetime Value Retention Consulting 10

SmartKarrot

AUGUST 24, 2021

Define the various stages of the customer journey and lead the Customer Success teams to ensure the customers achieve the best experience possible within each stage. Influence customer lifetime value (CLV) through higher product adoption, customer satisfaction, retention, and overall health scores.

Customer Success 19

Customer Success Customer Lifetime Value Retention Churn 19

SmartKarrot

NOVEMBER 27, 2020

Create, execute, and oversee account plans to track customer opportunities, activities, and projects and ensure engagement by appropriate parties throughout. Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services.

Customer Success 10

Customer Success Merchant Services Scale Customer Lifetime Value 10

SmartKarrot

NOVEMBER 30, 2020

Role: Senior Customer Success Manager Location: Sydney, New South Wales, Australia Organization: Humanforce As a Senior Customer Success Manager, you will lead the team in focusing the efforts to drive multi-phase benefits in terms of realized output and adoption. Focus on maximizing customer lifetime value growth.

Customer Success 10

Customer Success Customer Lifetime Value Leadership Management 10

User Pilot

OCTOBER 20, 2023

The self-service model reduces customer dependence on your sales and customer success team , which reduces their workloads. The value-first approach, which characterizes PLG companies, translates into greater user engagement and satisfaction. Digital products allow companies to easily collect customer feedback in-app.

Scale 98

Scale Customer Lifetime Value SaaS Acquisition 98

SmartKarrot

JUNE 9, 2021

Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities.

VP of Engineering 10

VP of Engineering Customer Success Scale Sales Recruiting 10

SmartKarrot

NOVEMBER 24, 2021

This means there is increased importance on how customer relationships are maintained in this era. The subscription economy drives the era of the customer. In this, customer retention is linked to customer lifetime value. The challenge of adapting to customer-centricity in the subscription economy.

Subscription 10

Subscription Payment Features Payment Services SaaS Payments 10

SmartKarrot

APRIL 27, 2021

Champion programs to optimize customer satisfaction, measured by Net Promoter Score and other customer engagement methodologies. Create and implement a customer success engagement model inclusive of account management, retention and cross-sell/up-sell initiatives.

Technical Advisors 10

Technical Advisors Customer Success Outsourced Development Customer Lifetime Value 10

SmartKarrot

NOVEMBER 2, 2020

As a Director of Customer Success, you will lead, enable, and empower a geographically dispersed team of Customer Success professionals resulting in superior customer experiences. Define and implement the vision, planning, and execution of the Customer Success function.

Customer Success 10

Customer Success Customer Lifetime Value Retention Leadership 10

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Donna Weber.

VP of Engineering 21

VP of Engineering Customer Success Scale SaaS Payments 21

Totango

MAY 7, 2024

Customer Lifetime Value Sharing Customer Lifetime Value (CLV) across Sales and CS will focus both teams on retention—again, incentivizing Sales to only bring in accounts that CS can retain year after year. Then it could be a good moment for a quick upsell, cross-sell, or expansion campaign.

Strategy 97

Strategy Sales Customer Lifetime Value Retention 97

SmartKarrot

DECEMBER 16, 2021

A seamless experience will keep your customers coming back, increasing referrals, and customer lifetime value. While customer success is an enterprise-wide focus on understanding what the customer is trying to achieve and then doing all you can to help them realize that goal. WHY do we buy?

Technical Review 11

Technical Review Technology Cost optimization & reporting Customer Lifetime Value 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. Peter Armaly. James Scott. In addition to this, she has been associated with Catalyst Software and frame.ai

VP of Engineering 21

VP of Engineering Customer Success Scale Technical Review 21

User Pilot

JULY 31, 2023

Approaching experiments in your company can be quite risky and thus hard to justify for your leadership team—especially if you’re new to conversion rate optimization (CRO). Customer satisfaction score ( CSAT ). Customer lifetime value ( LTV ). What A/B testing metrics should you choose? Active users. Churn rate.

Metrics 98

Metrics Customer Lifetime Value User Experience Retention 98

User Pilot

NOVEMBER 27, 2023

Net Promoter Score (NPS) : Happy customers gladly refer you to their friends and colleagues, helping you expand your reach with word-of-mouth marketing. Customer lifetime value (CLV) : As more customers use your product, you can shift your attention to optimizing the customer’s lifetime value through upsells and cross-sells.

Scale 105

Scale Acquisition Strategy Retention 105

Unbounce

JUNE 16, 2020

Over the long term, it can also deliver increased revenue, higher customer lifetime value (LTV), and reduced customer acquisition costs (CAC). Dropbox has a long history of using referral rewards like this one to create goodwill, build engagement, and find new customers. Already pretty valuable, right?).

Outsourcing Services 131

Outsourcing Services Sales Recruiting Scale SaaS 131

SaaStr

FEBRUARY 25, 2020

The other thing that we want to do is we want to increase that customer lifetime value or CLTV because not only is that easier to sell our current customers more than acquiring new customers, but it’s a way of continuing to grow the business at a faster rate even if you’re not adding as many new customers.

Scale 217

Scale Underperforming Technical Team Sales Hiring Software Review 217

InsightSquared

JUNE 8, 2021

Being single threaded is one of the biggest challenges in sales and customer success, yet most organizations lack visibility into which contacts are engaged, those that are not, and opportunities to deepen relationships,” said Russ Artzt, Executive Chairman, RingLead. “By

Scale 62

Scale Forecasting Customer Lifetime Value Operational efficiency. 62