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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. MORE
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 . MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. 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
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. MORE
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. MORE
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. MORE
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. MORE
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. . MORE
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. MORE
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. . MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. 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
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. MORE
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. MORE
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. 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. 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. MORE
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. 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
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. MORE
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? 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. 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. MORE
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. MORE
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? MORE
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 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. 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. MORE
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. 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. 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! MORE
Customer Success Related Topics Totango
AUGUST 21, 2020
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?
SaaStr
MARCH 1, 2020
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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ChurnZero
JANUARY 20, 2021
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.
SaaStr
JULY 10, 2020
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
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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.
Totango
AUGUST 14, 2020
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. .
Totango
NOVEMBER 12, 2020
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.
Totango
OCTOBER 6, 2020
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-Driven Growth
APRIL 30, 2020
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.
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?
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.
Totango
DECEMBER 8, 2020
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.
Totango
JANUARY 14, 2020
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.
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. 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.
Totango
AUGUST 14, 2020
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.
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
NOVEMBER 10, 2020
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.
Totango
SEPTEMBER 4, 2020
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.
Totango
NOVEMBER 12, 2020
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.
Totango
AUGUST 18, 2020
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.
Totango
OCTOBER 29, 2019
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.
Totango
DECEMBER 3, 2020
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 .
Totango
DECEMBER 15, 2020
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.
Totango
JULY 23, 2019
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.
Totango
FEBRUARY 11, 2020
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
JANUARY 8, 2021
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.
ChurnZero
JANUARY 15, 2021
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
SaaSX
OCTOBER 6, 2019
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.
Totango
DECEMBER 3, 2019
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?
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. 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.
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. 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.
Chaotic Flow
APRIL 22, 2014
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!
Totango
JULY 30, 2019
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. .
Totango
JULY 25, 2019
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.
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
APRIL 8, 2020
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.
Totango
NOVEMBER 12, 2019
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.
Totango
SEPTEMBER 18, 2020
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.
Totango
FEBRUARY 14, 2020
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.
ChurnZero
DECEMBER 15, 2020
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.
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