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. What customer success can’t do.

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? This makes the sales to customer success handoff a critical moment that can determine whether or not you retain a customer.

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.

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.

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!

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.

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.

Congratulations to the 2019 Customer Success Hero Award Team Winners

Totango

In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Most Customer-Centric Culture. Award Customer Success Summit

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?”

Customer Success Without Recurring Revenue

OpenView Labs

The mission statement of Customer Success is simple: ensure customers realize value from your products or services. A defining characteristic that separates Customer Success from Customer Support is being proactive in delivering that value.

Proactive Customer Success Strategies that will get You Ahead of the Game

Totango

Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. Making customers feel valued and heard.

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.

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?

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

7 SaaS customer success best practices to implement today

ProfitWell

I’m talking about your customers—the people up close and personal with your product or service. Your customer base can either make or break your company. Mastering customer success is vital in the subscription space. What is customer success?

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.

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.

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

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.

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.

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

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.

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

How to Build a (Remote) Customer Success Team for a SaaS Company

Chart Mogul

Running a successful subscription business depends on forging strong relationships with your customers. Learn how to make customer success the source of your competitive advantage. I was the first full-time customer success hire at ChartMogul.

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.

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

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&A: Sam Schneider, VP of Client Success, Bloomfire.

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.

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.

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.

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.

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.

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.