What Is Customer Success?


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


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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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


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

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


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.

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.

TaskRay’s Top 5 Steps to Long Term Customer Success


2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . Define Your Post-Sale Customer Journey.

How Should You Define Customer Success?


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.

Understanding the Customer Success Team Structure


The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. The stronger that connection is, the more likely your customers will be to not only remain customers, but also recommend your company to others. Your customer’s success is your success.

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.

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


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.

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.

Low-Touch Vs. High-Touch Customer Success Models


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.

Customer Success: Roles Within a B2B Enterprise


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.

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


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?

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.

Five Tips for Building a Customer Success Team


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.

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


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.

Why Customer Success is Important in the Modern Age


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.

Solving the number-one blind spot in customer success


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.

How to Create a Customer Success Adoption Plan


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.

Customer success IS product.


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


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?

12 Quick and Easy Engagement Automations for Customer Success


By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants. Scenario # 9 – Customize user training by role type .

Proven SaaS Customer Success Best Practices to Increase Lifetime Value


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.

5 Ways Customer Success Automation Can Maximize Your CS Team’s Time


The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service.

The Top 3 Customer Success Challenges and How to Beat Them


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.

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


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


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.

How to Optimize the Sales to Customer Success Handoff


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.

Customer Success and Marketing: How These Teams Collaborate


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.

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!

What’s the Difference Between Customer Success and Customer Experience?


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.

Join us for Customer Success Summit 2018!


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 to Use Customer Success Analytics to Your Advantage


Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place. Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Customer Success Uncategorized

Customer Success at Scale: Using CS Automation to Do More With Less


This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. . How are today’s CS platforms providing this customer success at scale?

What I Learned from Customer Success Summit 2019


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. 1 | X’s and O’s Aren’t Just for NFL Playbooks… Customer Success Can Play That Game Too. But speed and agility are the norm for Totango’s customers, even if others take a more leisurely pace. .

Scaling Customer Retention through Customer Success Automation

Valuize Consulting

Customer success leaders are facing retention revenue losses due to the current global economic downturn. You must focus on maximizing the scalability and efficiency of your customer success organization through customer success automation to maintain strong retention rates during these uncertain times. You need to introduce automation into your customer success strategy to meet the retention revenue demands of your boards. Plan for success.

Understanding Customer Success: Growth Driven by the Customer-Centered Economy


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.

Revising Your Customer Success Crisis Plan


Having a good customer success crisis plan can help you maintain good relationships with customers. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis. An effective customer success crisis plan should cover all of the following ground, regardless of the specific type of crisis you are planning for. Promote seamless, consistent communication among team members and with customers.

The Complete Guide to Improving Your Customer Success Health Score


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.