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.

Customer Success and Sales: How They Work Together

Totango

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business.

Customer Experience vs Customer Success: What’s the Difference?

Totango

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product.

What I Learned from Customer Success Summit 2019

Totango

Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. 5 | Totango has the best customers ever!

The Top 3 Customer Success Challenges and How to Beat Them

Totango

If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. However, this process takes dedicated nurturance of the customer relationship.

7 Customer Success Team Goals for Your Enterprise in 2019-2020

Totango

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results?

Proven SaaS Customer Success Best Practices to Increase Lifetime Value

Totango

The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. SaaS Customer Success Best Practices That Work. Success plan.

Solving the number-one blind spot in customer success

SaaStr

The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). But baked into that promise is a catch: your revenue needs to actually recur in order to make servicing and supporting your customers worthwhile. The Customer Success Paradox.

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.

SaaStr Podcast #212: Nick Mehta, CEO @ Gainsight Discusses Why Burying Customer Success Under Sales Does Not Work

SaaStr

Nick Mehta is the CEO @ Gainsight, the #1 customer success platform for corporate services, turning your customers into your best growth engine. What does Nick mean when he says, “Customer success will fail if it is just a role and not a strategy?”

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. Q: What drew you to working in Customer Success?

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. SaaS Customer Alignment Tip #7.

Insights from Typeform: Leveraging Customer Success to Scale Your Business

OpenView Labs

Successful customers are happy customers. Happy customers stick around and recommend your company to their friends. But how do organizations make customer success work at scale? Why is Customer Success so important to Typeform? Customer Succes

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.

Customer Success Content Will Save Your SaaS

Inturact

All successful business owners know that the key to their success is due to the customer’s satisfaction. The customer always comes first. Customer Success SaaS Marketing Journey SaaS Content Marketing

Join us for Customer Success Summit 2018!

Totango

So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement. This annual industry conference that Totango produces is for ALL customer-facing professionals that want to deliver on their promise to customers.

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.

Why Does Customer Success Fear Revenue?

OpenView Labs

The topic of Customer Success owing revenue is still one of the most hotly debated topics in the industry. The argument is that benevolence, a requisite to make customers successful, is not possible while concurrently carrying a quota. Customer Success

Why You Can’t Miss Customer Success Summit – Team Edition

Totango

In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. Benefits for Your Customer Success Team To Attend. Best Practices Customer Success Community Customer Success Summit

Map Customer Success To Your Global Organization With SuccessTeams

Totango

Every company, especially a large enterprise, builds an organizational structure around their customer operations. Today, Totango launched SuccessTeams for its Enterprise Edition to enable large organizations to align customer success with their global customer operations.

Customer Success: Your Next Growth Engine

Groove HQ

How customer success can help you retain and acquire customers Lately, I’ve been thinking about the recent times I’ve reached out to any kind of company for support. The post Customer Success: Your Next Growth Engine appeared first on Groove Blog. Customer Support

The Promise of SaaS Customer Success Metrics

Chaotic Flow

As the SaaS industry matures, we are witnessing the evolution of SaaS metrics beyond simple, historical financial measures toward sophisticated operational measures in the form of new SaaS customer success metrics and predictive analytics. An Ocean of Customer Success Data.

The Most Important Customer Success Metrics to Track and How to Improve Them

Totango

Customer success metrics are used to discover what kind of customer experience you are really delivering. You can position yourself as a customer-centered business and embrace a company-wide ethos of nurturing customer growth, but you still need to know if the product is having a practical, positive impact on a customer’s daily workflow. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

The Most Important Customer Success KPIs You Should Be Tracking

Totango

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Next, look at your customers’ goals.

The Vital Role of Customer Success Operations

Totango

Today’s customer success executives are being challenged to use unprecedented amounts of customer data to build more predictable revenue outcomes and run more efficient operations. That’s on top of their existing efforts to manage an entire customer base. If you are a VP of Customer Success, it is time to go beyond defining strategy and start ensuring the execution of your strategy across the organization. Learning From The Success of Sales Operations.

Creating Self-Service Customer Success That Works for Everyone

OpenView Labs

Part 1: Onboarding and Customer Marketing. Your self-service customer success model can benefit all size businesses and yes, Customer Success Managers (CSM), if it’s done correctly. Excellent self-service customer success resources can solve this problem.

5 of the Most Revealing SaaS Customer Success Metrics

Cobloom

Whether you're trying to retain more customers or accelerate new customer acquisition, your customer success strategy needs to start with the right performance metrics.

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud.

Stopping Inception Churn: The Prospective Customer Success Review

Kellblog

For example, back in 2013, shortly after I joined Host Analytics, I discovered that there were a number of deals that sales had signed with customers that our professional services (PS) team had flat out refused to implement. (Huh?) When I asked our generally sales-supportive PS team why they refused to do these implementations, they said, “because there was a 0% chance that the customer could be successful.” If your customer acquisition cost ratio is 1.5

Churn 54

Q&A: How to Build Effective Customer Success Plans

ChurnZero

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. It’s only one customer lifecycle model.

Building Customer Centric Organizations – TSIA Keynote Recap from Customer Success Summit 2017

Totango

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking.

Q&A: The Case for Billable Customer Success

ChurnZero

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? ”

PODCAST 65. The Framework to Deliver Exceptional Customer Success w/ Kim Rose

Sales Hacker

This week on the Sales Hacker podcast, we speak with Kim Rose , VP of Customer Success at Buildium. Kim is a successful executive who spent 8 years out of the workforce. How to deliver the right experiences to the customer. The top 3 teams you need for success.

Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area

Totango

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Creating Customer Centricity Within the Organization.

Predictions for Customer Success in 2019

ChurnZero

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. Increases self-service for customers across all segments.

What would be your top 3 questions for a customer success manager interview ($1M ARR/enterprise SaaS)?

SaaStr

My Top 3, plus a few bonus questions: What are the most important goals / KPIs for Customer Success at a company of our size and stage? How often should we visit, and check in, with which customers? How do you think Customer Success should work with the Sales and Product teams?

Churn Classification for Customer Success Management

Customer Success-Driven Growth

Customer Success is when your customers achieve their Desired Outcome through their interactions with your company. If you focus on Customer Success , churn will not be an issue. Customers leaving is bad. No action on their part would have saved the customer.

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.

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.

The Essential Guide to Landing Your First Customer Success Job

Sales Hacker

In this article, we’re going to break down the key things you need to know before you start your customer success job search. This article will break down: The fundamental skills required for a Customer Success job. Key tips for preparing for a successful job search.

How Dropbox Scaled with Customer Success as Their Secret Weapon [Podcast]

OpenView Labs

Customer success has come to mean a lot more than just churn prevention. As Head of CS at Dropbox, Lisa Ashcraft is constantly thinking about continuous improvement and what success looks like for her team. Customer Success PLG

ChurnZero Leads G2’s Momentum Report for Customer Success Software

ChurnZero

ChurnZero Leads G2’s Summer 2019 Momentum Report for Customer Success Software. The two scores combined to give ChurnZero an overall score of 94, beating out the next highest Customer Success provider by 29 points. “We’re