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The End of Customer Success As We Knew It

SaaStr

So I think 2023 may mark The End of Customer Success as We Knew It. The Massive Push to Efficiency As almost every public SaaS company got cash-flow positive and radically more efficient, and most startups had to stretch their dollars much further — customer success took a lot of the brunt. What happened? Just This Week.

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The Beginning of The End of Customer Success, SDRs, and Support Agents

SaaStr

The rise of customer success as a new, empowered function. Human support remained imporant, at least for paying customers. Customer Success has in many cases morphed into part of the sales team. And with that, the classic role of making customers happy with humans is in retreat.

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Forget Support — Optimize for Full Funnel Customer Success

FastSpring

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

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Customer Success + Sales = Revenue Retention: Insights from Totango Leaders

Totango

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

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Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes.

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Customer Success Hot Takes! — Setting your customer success team up to drive next-level results

Totango

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

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The next generation: Leveraging customer success to drive value

Totango

Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

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Why Product Led Growth is a Customer Success Responsibility

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.

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A Strategic Guide to Community Gamification

In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align? Download the ebook now!

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The State of Customer Success Pt. 1

In conjunction with Gain Grow Retain, we sat down with some of the most influential Customer Success Leaders out there. Together, Vanilla etched out the State of Customer Success in 2022. Is your Customer Success team as prepared as they should be? What does it look like? How can you prepare?

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The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. But where do you start? But where do you start?

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The Ultimate Guide to Customer Success in SaaS

The SaaS business model, which runs on recurring revenue, needs Customer Success to survive. As such, people are looking for answers on how to nail their Customer Success initiatives. Whether you’re finding yourself asking “what is Customer Success?” How do you build a Customer Success strategy?

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The Customer Success Onboarding Playbook

A successful customer onboarding process improves efficiency, increases capacity and decreases churn. This playbook features tips from industry leaders and outlines all the steps needed to create a best-in-class onboarding experience.

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How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

It is very common for your product operation team to feel overwhelmed with the amount of customer data that is available to them. With the massive volume of information coming from customers, coupled with the added information pouring in from the customer success team––the challenge can begin to feel insurmountable.