Customer Success: Roles Within a B2B Enterprise

Totango

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.

How to Optimize the Sales to Customer Success Handoff

Totango

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.

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Customer Success and Sales: How They Work Together

Totango

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.

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. This is why customer success is critical now. The Role of Customer Success Teams.

Proven SaaS Customer Success Best Practices to Increase Lifetime Value

Totango

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.

The Top 3 Customer Success Challenges and How to Beat Them

Totango

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

Totango

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?

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

SaaStr

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?”

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.

7 SaaS customer success best practices to implement today

ProfitWell

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?

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. SaaS Customer Alignment Tip #7.

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.

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. This is why customer success is critical now. The Role of Customer Success Teams.

Onboarding your first Sales Hire as an Entrepreneur

For Entrepreneurs with David Skok

Stephanie has been an executive in 3 successful startups and was most recently the SVP of Sales and Customer Success at Xamarin which has since been acquired by Microsoft. Recruiting SaaS Sales Startup Help Customer Success Growth Hiring Sales and MarketingIn today’s blogpost I would like to introduce my partner for Zero to 100, Stephanie (Schatz) Friedman.

Customer Success and ROI: How to Improve Revenue

Totango

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Customer Experience.

4 Tips on Creating a Best in Class Sales to Customer Success Handoff

Chart Mogul

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. The final step is the sales to customer success handoff process that lays the foundation for retaining customers successfully.

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.

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

Totango

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.

Insights from Typeform: Leveraging Customer Success to Scale Your Business

OpenView Labs

Successful customers are happy customers. Happy customers stick around and recommend your company to their friends. But how do organizations make customer success work at scale? Why is Customer Success so important to Typeform? Customer Succes

Not just support on steroids: How to build a Customer Success team

Inside Intercom

Customer Success teams arise out of the need to provide high-touch guidance to your most valuable customers – without disrupting your Sales and Support teams. When we first formed our Customer Success team, we reported into the customer support organization.

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

Totango

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.

Customer Success and ROI: How to Track Revenue

Totango

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Customer Experience.

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.

Proactive Customer Success Strategies that will get You Ahead of the Game

Totango

Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. Making customers feel valued and heard.

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.

How to Perfect Your Customer Onboarding Workflow

Totango

Onboarding is an opportunity to set your customer up for success. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals.

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.

What is Customer Success — A Smart & Actionable Guide

Sales Hacker

What is Customer Success and why do you need it? Gain a new customer, you increase revenue. Lose an existing one, your company’s sales potential drops. What happens when you lose more customers than you gain? Guide overview: What is Customer Success?

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success

ChurnZero

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. The Role of Onboarding.

Creating Self-Service Customer Success That Works for Everyone

OpenView Labs

Part 1: Onboarding and Customer Marketing. Your self-service customer success model can benefit all size businesses and yes, Customer Success Managers (CSM), if it’s done correctly. Excellent self-service customer success resources can solve this problem.

The Most Important Customer Success KPIs You Should Be Tracking

Totango

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Next, look at your customers’ goals.

ChurnZero Customer Success Professional Spotlight

ChurnZero

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. Q&A: Sam Schneider, VP of Client Success, Bloomfire.

PODCAST 65. The Framework to Deliver Exceptional Customer Success w/ Kim Rose

Sales Hacker

This week on the Sales Hacker podcast, we speak with Kim Rose , VP of Customer Success at Buildium. Kim is a successful executive who spent 8 years out of the workforce. How to deliver the right experiences to the customer. The top 3 teams you need for success.

The Essential Guide to Landing Your First Customer Success Job

Sales Hacker

In this article, we’re going to break down the key things you need to know before you start your customer success job search. This article will break down: The fundamental skills required for a Customer Success job. Key tips for preparing for a successful job search.

How to Onboard New Clients in the Customer-Centered Economy

Totango

Imagine you’re a customer who’s just subscribed to a service or purchased a new product. There would be a dedicated customer success team that would help you learn to use all the features. In this customer-centered economy, customers are in control.

Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area

Totango

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Creating Customer Centricity Within the Organization.

How to Build a (Remote) Customer Success Team for a SaaS Company

Chart Mogul

Running a successful subscription business depends on forging strong relationships with your customers. Learn how to make customer success the source of your competitive advantage. I was the first full-time customer success hire at ChartMogul.

Predictions for Customer Success in 2019

ChurnZero

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. Increases self-service for customers across all segments.

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. Keep an eye on these product usage metrics to understand your customers as their needs and goals evolve: Usage frequency.

Customer success: creating a strategy for growth | Profitwell

ProfitWell

When your customers are happy, they stick around. That’s what makes a customer success strategy so important. Thinking proactively about how to build products that help customers achieve their goals is the best tool you have for building lasting relationships.