7 Top Trends in Customer Success to Learn From, and Maybe Emulate

SaaStr

Nick Mehta, CEO of Customer Success leader Gainsight, recently did a short post above on his Top 7 takeaways talking with customer success leader for the first time in-person in a long time. Many have NRR as a top-level company metric.

How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team? How is a Customer Success Team Structured?

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

Totango

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Increase Customer Retention.

Increase Customer Success with Equivalent Metrics

TriTuns

Developing equivalent metrics is essential for getting people to adopt your software! People and organizations are obsessed with data and metrics to “prove” results. Metrics Need to Change Behavior. PACE Yourself with Equivalent Metrics!

The Promise of SaaS Customer Success Metrics

Chaotic Flow

Over the past few years, the SaaS community has gained a solid understanding of SaaS financial metrics, as well as many of the operational principles required to achieve them. 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.

5 Tips for Building a World-Class Customer Success Team

Totango

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable.

Understanding the Customer Success Team Structure

Totango

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.

Rules of Engagement for Customer Success and Sales: Considerations and Examples

ChurnZero

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Customer comfortability and experience. Customer Success Manager capacity. Churned Customers. Opt-Out Customers.

6 Essentials when Selecting Customer Success Tools

Totango

Customer success tools can help you increase your revenue by promoting client satisfaction and retention. Here are six essential features to look when selecting customer success tools. Customer success tools don’t work in isolation. Customer Health Scoring.

3 Key Customer Success Insights that Drive SaaS Growth

ChurnZero

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.

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.

5 of the Most Revealing SaaS Customer Success Metrics

OPEXEngine

Whether you’re trying to retain more customers or accelerate new customer acquisition, your customer success strategy needs to start with the right performance metrics. 1) CUSTOMER CHURN RATE.

How to Create a Customer Success Adoption Plan

Totango

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.

10 Scalable Ways to Improve SaaS Customer Success

Baremetrics

“Do customer success” is the startup equivalent of “eat less and exercise.” Of course, you’d like to talk to each individual customer and make them successful. But dedicated customer success teams are a privilege of bigger SaaS companies.

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.

The Top 5 Customer Success Manager Best Practices

Totango

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 Operations: Top Takeaways from ChurnZero Virtual RYG

ChurnZero

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role?

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

Totango

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.

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.

Deploy Equivalent Metrics to Drive Action and Increase Customer Success

TriTuns

Developing equivalent metrics is essential for getting people to adopt your software! People and organizations are obsessed with data and metrics to “prove” results. Metrics Need to Change Behavior. PACE Yourself with Equivalent Metrics!

How to Build the Business Case for Customer Success

Totango

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Demonstrating the value of Customer Success to executives is crucial. So how do you do build the business case for customer success?

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

Totango

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.

Is Your Customer Success Team Tracking These 7 Metrics

OPEXEngine

Having happy customers is critical for the success of any business, and SaaS companies are no exception. This post looks at seven customer success metrics that every SaaS company should be paying attention to as they seek to drive growth and deliver better customer experiences.

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. 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.

How Should You Define Customer Success?

Totango

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.

How to Use Customer Success Analytics to Your Advantage

Totango

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

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

Totango

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.

5 of the Most Revealing SaaS Customer Success Metrics

Cobloom

Whether you're trying to retain more customers or accelerate new customer acquisition, your customer success strategy needs to start with the right performance metrics. Today, I'm taking a look at 5 of the most revealing SaaS customer success metrics - from the ever-present customer churn rate, through to your SaaS product's viral coefficient

The Top 5 Product Usage Metrics for Customer Success Teams

Totango

Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By capturing day-to-day information on how your customer uses your product, you can shape your actions to increase their overall experience and drive value. In an economy where customers are loyal to personalized products and highly responsive service, visibility of customer behavior keeps you relevant.

Customer Success Salary Report for 2020: What Factors Impact the Bottom Line?

Totango

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 .

9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track)

Groove HQ

Nine real customer success strategies we use at Groove, along with templates to set them up yourself. The post 9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track) appeared first on Groove Blog. Customer Support

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

Totango

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. .

Revising Your Customer Success Crisis Plan

Totango

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.

Supercharging Your Tech Stack: The Relationship Between Your Customer Success Platform and CRM

Totango

In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level.

Customer Success Metrics that Increase Executive Support

TriTuns

You need to have clear executive support if your customer success program is going to survive. What metrics and measures do you need to prove the short-term and long-term value of their customer success investment? I have had many discussions with customer success (CS) leaders about the challenges they face setting up a growing customer success team in an organization that has never had a customer success program.

Should Customer Success Report into the CRO or the CEO?

Kellblog

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. New ARR is their metric.

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.

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

Totango

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.

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.

Customer Success vs Account Management: Understanding What Each Team Does

Totango

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Keeping Customer Goals in Mind.