INDUSTRY INSIGHTS YOUR PEERS ARE READING
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 MORE
With more startups appearing each day, now, more than ever, the success of your own SaaS business hinges on the service part of software-as-a-service. It's no longer a race to see who can acquire the most customers. Retain the greatest percentage of their customers. MORE
Since 30% of SaaS companies report having unacceptable levels of churn , retention panic is real, and it’s tempting to point fingers, namely at the customer success team. I naively believed we could solve any customer retention problem all by ourselves. Customer Success MORE
Creating a customer success model that benefits clients of all sizes while also helping your Customer Success Managers succeed may seem to be impossible. When you do that effectively, you encourage the deep adoption of your solution and customer engagement. MORE
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. MORE
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. MORE
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? ” MORE
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 MORE
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 MORE
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. MORE
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. A: At Mentor Collective, we structure our Partner Success team in pods. MORE
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? MORE
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. MORE
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? MORE
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. MORE
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. MORE
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 MORE
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. MORE
Customer Success starts with acquiring customers that have Success Potential. Customers that have Success Potential are said to be good fit customers. Overview of Success Potential. Deep-dive on Success Potential. Customer Success MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
At a certain company size in the SaaS model, revenue growth increasingly needs to come from the existing customer base. This is well known to anyone in the customer success industry and the impetus for the birth of customer success in the first place. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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 MORE
Fewer sales during the summer slump mean fewer customers to onboard. But, it’s important not to forget your current customers and making them as successful as possible. We outlined resources to help you not only onboard new customers, but help current customers thrive. MORE
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? MORE
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. MORE
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. MORE
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 are some trends you see happening in the Customer Success industry? MORE
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. MORE
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. MORE
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. MORE
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. MORE
So far we’ve looked at the first six of seven elements that make up a self-service customer success model that can work for businesses of all sizes. Your customers become engaged and they stay in the flow. As with anything, clear goals and metrics enable success. MORE
When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to customer outcomes focus. MORE
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?” MORE
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. MORE
Customer Success Related Topics 
Totango
JUNE 11, 2019
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.
Chaotic Flow
AUGUST 18, 2015
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.
SaaStr
FEBRUARY 19, 2019
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.
Totango
MARCH 21, 2019
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?
Totango
JANUARY 22, 2019
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.
ChurnZero
JUNE 7, 2019
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?
SaaStr
FEBRUARY 22, 2019
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?”
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Totango
JULY 12, 2019
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
OpenView Labs
MARCH 10, 2019
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
OpenView Labs
MARCH 25, 2019
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
Totango
APRIL 11, 2019
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.
Totango
MARCH 26, 2019
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.
Sales Hacker
JULY 8, 2019
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.
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Totango
MAY 14, 2019
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.
Totango
NOVEMBER 22, 2017
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.
Totango
OCTOBER 2, 2017
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.
Groove HQ
MARCH 13, 2019
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
Totango
APRIL 5, 2019
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.
OpenView Labs
MARCH 4, 2019
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.
Totango
SEPTEMBER 6, 2017
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.
OpenView Labs
JULY 22, 2019
At a certain company size in the SaaS model, revenue growth increasingly needs to come from the existing customer base. This is well known to anyone in the customer success industry and the impetus for the birth of customer success in the first place.
SaaStr
JUNE 2, 2019
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?
Inturact
SEPTEMBER 5, 2018
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
Totango
SEPTEMBER 27, 2017
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.
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? ”
Totango
JANUARY 22, 2018
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.
Sales Hacker
AUGUST 22, 2018
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.
Totango
NOVEMBER 12, 2018
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.
Sales Hacker
SEPTEMBER 4, 2018
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.
ChurnZero
JANUARY 4, 2019
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.
Customer Success-Driven Growth
MAY 15, 2018
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.
OpenView Labs
MARCH 27, 2019
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
Customer Success-Driven Growth
FEBRUARY 7, 2019
Customer Success starts with acquiring customers that have Success Potential. Customers that have Success Potential are said to be good fit customers. Overview of Success Potential. Deep-dive on Success Potential. Customer Success
ChurnZero
MARCH 1, 2019
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 are some trends you see happening in the Customer Success industry?
OpenView Labs
FEBRUARY 21, 2019
Since 30% of SaaS companies report having unacceptable levels of churn , retention panic is real, and it’s tempting to point fingers, namely at the customer success team. I naively believed we could solve any customer retention problem all by ourselves. Customer Success
OpenView Labs
MAY 8, 2019
So far we’ve looked at the first six of seven elements that make up a self-service customer success model that can work for businesses of all sizes. Your customers become engaged and they stay in the flow. As with anything, clear goals and metrics enable success.
Totango
AUGUST 23, 2017
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.
TriTuns
NOVEMBER 13, 2018
When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to customer outcomes focus.
OpenView Labs
JULY 4, 2019
Fewer sales during the summer slump mean fewer customers to onboard. But, it’s important not to forget your current customers and making them as successful as possible. We outlined resources to help you not only onboard new customers, but help current customers thrive.
ChurnZero
DECEMBER 14, 2018
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. A: At Mentor Collective, we structure our Partner Success team in pods.
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. When you do that effectively, you encourage the deep adoption of your solution and customer engagement.
ChurnZero
AUGUST 24, 2018
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.
Cobloom
JULY 15, 2019
With more startups appearing each day, now, more than ever, the success of your own SaaS business hinges on the service part of software-as-a-service. It's no longer a race to see who can acquire the most customers. Retain the greatest percentage of their customers.
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