ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Customer Success 52

Customer Success Headcount Forecasting Communication 52

Totango

APRIL 18, 2023

In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen.

Innovation 98

Innovation AI Customer Success Scale 98

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Success 82

Customer Success Scale Innovation Forecasting 82

User Pilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. What is a customer success renewal playbook?

Customer Success 97

Customer Success SaaS Retention Education 97

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Finance 98

Finance Metrics Customer Success Headcount 98

Sixteen Ventures

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.

Customer Success 128

Customer Success Sales Hiring Onboarding Forecasting 128

Sales Hacker

JULY 1, 2021

But the reality is that human-based forecasting is subjective and error-prone. A miss in a sales forecast creates pessimism in your market and might impact how your company allocates resources. Business success depends on forecast accuracy , but what happens if the inputs are flawed? Let’s take a look at a case study.

Forecasting 78

Forecasting Sales Artificial Intelligence Systems Review 78

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

Technical Advisors 52

Technical Advisors Customer Success Technical Review Systems Review 52

ChurnZero

MAY 19, 2020

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. Brian is the Senior Director of Customer Success at RFP360, where he leads the customer experience team.

Customer Success 98

Customer Success Technical Review Forecasting Consulting 98

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success Managers who do it all.

Technical Advisors 52

Technical Advisors Customer Success Technical Review Systems Review 52

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 72

Customer Success Business Forecasting Onboarding 72

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

Customer Success 52

Customer Success Sales Recruiting Outsourced Development Customer Lifetime Value 52

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Customer Success Vice President/Director . Customer Success Manager.

Customer Success 98

Customer Success Sales Hiring Outsourced Development Onboarding 98

SaaStr

DECEMBER 12, 2023

Then, ensure the Customer Success team can help manage that customer to success. The person you’re talking to is likely tied to the success of the business, so you need to figure out what the impact is on the business if you don’t solve their problem. It removes a lot of the fool’s gold from the forecast.

Point of Sale 236

Point of Sale Forecasting Technical Review SMB 236

SaaStr

OCTOBER 15, 2023

We use Gong for everything from driving our enablement efforts to managing the forecast. #4. In his role as CRO, Robby prioritizes building a world class team, delivering value in every customer interaction, and creating a culture of gratitude across the organization. Scratchpad : Most apps are built with management in mind.

Revenue 224

Revenue Forecasting Sales Enablement Customer Success 224

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

Customer Success 98

Customer Success Scale SaaS Finance 98

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). It wasn’t deployed to manage each and every customer relationship.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

Valuize Consulting

OCTOBER 7, 2021

Customer Success Is A Growth Engine. You Just Need An Effective Customer Success Metric To Prove It. In contrast, newer functions like Customer Success don’t have a standard set of metrics that can be used to easily showcase the ROI. NDR Efficiency: The New Customer Success Economics.

Customer Success 52

Customer Success New CTO Scale Headcount 52

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. Then, I’d measure you off the forecast.

Customer Success 98

Customer Success Metrics SaaS Banking 98

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Technical Review Systems Review Compensation 93

Kellblog

FEBRUARY 22, 2024

In this episode we hit on a wide range of topics including: The metrics that matter in SaaS today Why CAC Payback is flawed and CAC ratio is better Why you need to hire sales reps three-at-a-time (aka, modulo 3) How to forecast in 2024 and in general (keyword: triangulate) The biggest mistakes made in forecasting, and how sales management practices (..)

Sales Hiring 86

Sales Hiring Forecasting Interviewing Customer Success 86

CustomerSuccessBox

MARCH 2, 2022

The global customer success software market share will rise in 2022. It will register the CAGR of 24.43% for the forecasted period i.e The accelerating growth in the customer success industry is due to: Digitization, Increased volume of data, and Advanced analytics solutions. It will grow from 978.22

Software Review 52

Software Review Customer Success Software Transportation 52

Blulogix

MARCH 25, 2024

Margin Analysis : Understand at the line item level the profitability of your products, services and bundles across pricing and packaging for every customer. Forecasting and Modeling: Leverage predictive analytics for financial forecasting and scenario modeling, aiding in strategic planning and risk management.

Payment Services 94

Payment Services Payment Features Payments B2B 94

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

Valuize Consulting

MAY 4, 2022

In the vast majority of B2B technology enterprises today, a Customer Success (CS) strategy is firmly in place. However, this strategy often begins and remains as a program that is focused on the minority high ARR customers. Determine Coverage & Forecast Growth For Your Scale Strategy. Identify Your North Star Metric.

Scale 52

Scale Customer Success Scaling Strategy 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

ChurnZero

MAY 15, 2020

As an emerging discipline, Customer Success has not experienced a global health or financial crisis during its relatively brief lifetime. Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn.

Customer Success 72

Customer Success Scale Forecasting Churn 72

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. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.

Customer Success 91

Customer Success Forecasting Churn Software 91

Totango

APRIL 2, 2021

We are proud to have received multiple leadership awards from TrustRadius in Customer Success. TrustRadius Leader in Customer Success recognizes vendors who have received a Top Rated award for having excellent customer satisfaction ratings. What Our Customers are Saying. With a TrueScore of 8.0

Customer Success 62

Customer Success Technical Review Software Review Forecasting 62

CustomerSuccessBox

MARCH 11, 2022

As Customer Success specialists, we often think of quarterly business reviews (QBRs) as the reviews we do with our own customers, when we summarize recent successes, outline future targets, and build our connections with key stakeholders. What will the Customer Success QBR look like and what tools will be used?

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Business Forecasting 52

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data Technical Review Headcount 52

OpenView Labs

SEPTEMBER 8, 2021

That’s why top usage-based SaaS companies instill a customer success mindset across every team. The entire company needs to be set up to do what’s in the best interest of making sure customers are seeing value. Here’s what that means for Product, Marketing, Sales, Customer Success, Pricing, and Finance.

Pricing 64

Pricing Customer Success Scale Compensation 64

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

Compensation 52

Compensation Customer Success Trends Management 52

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. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Customer Success 64

Customer Success Compensation Scale Onboarding 64

CustomerSuccessBox

MARCH 14, 2022

According to a research study done by Mordor Intelligence, the compound annual growth rate estimated for the global customer success management market, let alone in the timeframe of 5 years (2021-2026) is estimated to be 25.02%. Thus it’s safe to conclude that the customer success industry is a powerful play for a career plan.

Customer Success 52

Customer Success Marketplace as a Service Interviewing Mobile 52

Sales Hacker

MARCH 19, 2020

This post is a simple walkthrough of the why and the how behind predictive sales and marketing strategies, and why it all starts with your own customer data. How Customer Success Drives Predictive Sales and Marketing. Post-Sale Customer Success Data (how happy they are). Let’s dig into it. It’s the Digital Age.

Customer Success 75

Customer Success Machine Learning Artificial Intelligence Sales 75