What Is Customer Success?

Totango

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. The question is, what is customer success? What Is Customer Success?

9 Questions To Ask Candidates for Your First Head of Customer Success

SaaStr

The good news today, is there are tons of customer success veterans out there. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” I’ve recently watched a number of first VP/Head/Directors of Success hires just not work out … so I thought it might be a good time to update our quick interview checklist from a few years back.

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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 1 Simple Test to Know if You’ve Hired a Real VP of Product or Customer Success … Or Not

SaaStr

The first thing he did was meet in person or on a web conference with our Top 20 customers. I thought I knew what they all thought (our top 20 customers) anyway. Later I realized it’s what all the great product leaders, and customer success leaders, do as Job #1 when they join. They go talk to the customers. The best VPs of Product and Success always go talk to your customers as Job #1. Blog Posts Customer Success Growth Product

New Study: 2018 State of Embedded Analytics Report

To survive and thrive, intelligence needs to be pervasively integrated into the entire customer journey, operations, products, and. Customer success, not field sales, drove the most revenue. Of course, growth isn’t the only important measure of company success.

Getting Started with a Customer Success Program at Lucid

Totango

As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. However, an important aspect of any new customer success program is managing your internal stakeholders. .

How Customer Success Technology Tackles the Top 7 CS Challenges

Totango

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs. Customer Success Challenges.

Customer Success vs. Customer Support: What Are the Differences?

Totango

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect.

Customer Success Capacity Planning

Customer Success-Driven Growth

How many Customer Success Managers (CSMs) do we need to give our customers their Appropriate Experience (AX)? What happens if a bunch of customers upgrade? Is our Customer Success Management team too big? Those are just some of the questions I get from Customer Success leaders all the time. CSM Customer-facing Hours. No more than 80% of that work should be customer-facing. CSM Hours per Customer per Month.

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?

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

Customer Success Team Accountability Gets You Closer to Your Goals

Totango

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights.

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. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. When properly structured, the CS team can grow revenue and, prevent churn while deepening customer loyalty.

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.

How Should You Define Customer Success?

Totango

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels.

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 a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship

Totango

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. How to Create and Leverage an Outcome Success Plan. Share your plan with customers.

Top 5 Reasons Tech-Touch Customer Success Solutions Are a Win-Win

Totango

That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. The key ingredient in tech-touch customer success is purpose.

How Customer Success Technology Tackles the Top CS Challenges

Totango

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs. Customer Success Challenges.

Low-Touch Vs. High-Touch Customer Success Models

Totango

The same theory applies to good customer success. That knowledge gives you the power to settle the low-touch vs. high-touch debate in favor of whichever method better leverages your resources toward generating growth for your customer and yourself.

Five Tips for Building a Customer Success Team

Totango

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. This leads to greater customer success, which reduces churn and increases renewals. . Build Your Customer Success Team Around Key Players, Roles, and Skills.

Customer Success Salary Report for 2020: What Factors Impact the Bottom Line?

Totango

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. Customer Success Salary Report: Factors Influencing CS Compensation Structure .

Why Customer Success Is So Important and How to Promote It

Totango

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. In this blog, you’ll learn: Why customer success is so important.

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. Times are changing.

How to Create a Customer Success Adoption Plan

Totango

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. At each stage, you can apply goal-based, outcomes-driven engagements that keep your customers on the path to value and growth. The customer journey can be divided into four main stages.

ChurnZero’s 10 Customer Success Leaders to Watch in 2021

ChurnZero

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Ken Ewell, (First) Chief Customer Officer, SurveyMonkey.

15 Customer Success Predictions for 2021

ChurnZero

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be

Customer success IS product.

SaaSX

The bigger the addressable market and how much it is needed by the market indicates how much effort is needed for the customer success function. Customer success is your product. Your product is customer success. It’s time to change the culture of expectation for customer success. What customer success can’t do. Customer success can’t be held accountable for: Getting a customer to adopt your product.

The Top 5 Customer Success Manager Best Practices

Totango

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value. What Do Customer Success Managers Do?

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. While there’s a temptation to prioritize the acquisition of new customers—a market share focused approach—the real prize lies in nurturing your current customers. SaaS Customer Success Best Practices That Work. Shared customer information.

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. Achieving customer success means that your customers gain their desired value from your product and can use it to meet their goals long-term. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.

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. We are witnessing the evolution of SaaS metrics beyond simple, historical financial measures toward sophisticated SaaS customer success metrics and predictive analytics. Attention SaaS CFO’s and VP’s of Customer Success!

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. Customer success is ensuring the customer achieves value from your product. Customer success is focused on the result of the customer experience. .

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. And sales is, well, sales: a customer makes a single transaction and your business profits. However, no business can thrive without making sales to new customers. How to Boost Customer Success and Sales.

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.

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. The prevalence of short-term subscription solutions with little initial customer investment make it easy for customers to leave arrangements that don’t meet their highly personalized expectations. It has never been easier for unhappy customers to churn. Value leads to sustainable growth for both you and your customers.

How to Optimize the Sales to Customer Success Handoff

Totango

Imagine you’re a customer. Do you continue to get the same level of attention from that company’s customer success (CS) team? As you can see from the customer’s perspective, the attention you offer after a sale is completed is just as important as the attention you show during the sales process. This makes the sales to customer success handoff a critical moment that can determine whether or not you retain a customer. Collect customer data.

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

Totango

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. To achieve that goal, you must continually and reliably deliver value to your customer. Voice of Customer.

Customer Success and Marketing: How These Teams Collaborate

Totango

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. Customer success and marketing are typically two distinct teams that do not seem to be directly connected, but in fact, the more effectively the two collaborate, the more successful your customers—and your enterprise—will ultimately be.

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.