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.

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.” Tell me about the top 3 customers you lost.

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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? CSM Customer-facing Hours. Number of Customers.

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. Head of Customer Success.

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. Thinking Critically About Customer Success Roles.

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.

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.

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.

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.

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. What customer success can’t do.

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. It has never been easier for unhappy customers to churn. Value leads to sustainable growth for both you and your customers.

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. SaaS Customer Success Best Practices That Work. Success plan.

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. The Intersection of Customer Success and Marketing.

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.

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. However, this process takes dedicated nurturance of the customer relationship.

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?

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

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.

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 need to introduce automation into your customer success strategy to meet the [.]. articles customer success

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. Tracking Data Throughout the Customer Journey. Customer Success Uncategorized

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. Maintaining a Clear View of Your Customer Base.

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.

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. 5 | Totango has the best customers ever!

Engineering Customer Success Processes for Maximum Impact

Valuize Consulting

Customer success processes in B2B software businesses today are often inefficient, siloed and lacking scalability. How were your company’s customer success processes created? articles customer success

Introducing the Totango Community Edition: Free Customer Success for Everybody


Totango has always been focused on helping companies succeed at Customer Success so they can deliver value and exceptional experiences to their customers. Whether you are new to Customer Success or just want to test drive Totango, now you can for free!

Customer Success vs. Customer Service: How They Work Together


A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. What is the Difference Between Customer Success vs. Customer Service?

The New (Breakout) Growth Formula: Customer Success + Predictive Sales

Sales Hacker

Here’s an important, and often overlooked, fact about B2B sales and marketing: Your customer data holds all the keys you need to grow your business. How Customer Success Drives Predictive Sales and Marketing. It creates a better customer experience. More customers .

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.

Increase Customer Success with Equivalent Metrics


” Is this the Secret to Success? Is the issue that the metrics we have used for years to show success to our users and customers are just meaningless? Apply This Insight (to Increase User Adoption & Customer Success).

The Top 7 Customer Success Trends for 2020


As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

5 Best Practices for a Remote Customer Success Team


Perhaps your business is just beginning to dip its toes into the wave of the future—or, perhaps you already have a remote Customer Success team, but recognize that there is room for improvement in their communication or operations. Best Practices for a Remote Customer Success Team.

The top books every Customer Success Manager should read

Inside Intercom

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. But what does all this really mean, and how will it help us help our customers be more successful? Sales Support books customer success

Should Customer Success Report into the CRO or the CEO?


But Maria, the head of Customer Success [1], had a $2B number. It meant Sales could be focused on customer acquisition and that Customer Success could be, definitionally, focused on customer success because it owned renewals. The CEO.

The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy


The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. The Customer Success Factors You Need to Know.

Your Customer Success Workflow: A Guide to Understanding and Optimizing It


The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle. How to Develop a Customer Success Workflow .

7 SaaS customer success best practices to implement today


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?

How to Create a Prescriptive Customer Success Plan Template [4 Steps]

Valuize Consulting

Customer success (CS) leaders understand that a prescriptive approach to CS enables predictability and scalability. Enter the prescriptive customer success plan template. A success plan is a critical piece of a prescriptive customer success [.].

How Zendesk Invested in Customer Success from a Product-First Perspective


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.

SaaStr Podcast #212: Nick Mehta, CEO @ Gainsight Discusses Why Burying Customer Success Under Sales Does Not Work


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?”

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.