What Is Customer Success?

Totango

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?

How Customer Success Technology Tackles the Top 7 CS Challenges

Totango

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.

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What is Customer 360 and How Does it Affect Customer Success?

Totango

The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. What is Customer 360? . What Goes Into a Real-Time Customer 360 View? Surface Customer Insights.

How Customer Success Technology Tackles the Top CS Challenges

Totango

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.

New Study: 2018 State of Embedded Analytics Report

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.

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.

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?

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. 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.

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.

Low-Touch Vs. High-Touch Customer Success Models

Totango

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.

6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 1

ChurnZero

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Getting Customer Success the organizational stature it deserves isn’t as hard as you may think.

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. Customers are empowered to expect cyclical subscription arrangements they can opt-in or out of depending on their experience of value. How Customer Success Maximizes ROI. Personalized customer engagements.

Five Tips for Building a Customer Success Team

Totango

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.

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.

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.

Why Does Customer Success Fear Revenue?

OpenView Labs

The topic of Customer Success owing revenue is still one of the most hotly debated topics in the industry. One camp states that Customer Success Managers (CSMs) should be trusted advisors to customers and that by owning revenue, it is not possible for Customer Success to impartially focus on product adoption and business outcomes. Owning revenue is this case is a big no-no. Trusted Advisor versus Customer Retention.

Revenue Operations: A Game-Changer for B2B Marketers

InsightSquared

So why has revenue ops continued to gain popularity and traction by the day, and how can marketers reap its benefits? First, what is revenue ops? Before we dive into the impact that revenue ops is having on Marketing, let’s back up and examine what it really means to have a revenue operations team in your company. Although the concept of revenue operations is fairly new, it is by no means a new function. But that’s not everything about revenue ops.

Proven SaaS Customer Success Best Practices to Increase Lifetime Value

Totango

Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. 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.

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. .

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. 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.

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. Customers are empowered to expect cyclical subscription arrangements they can opt-in or out of depending on their experience of value. How Customer Success Maximizes ROI. Personalized customer engagements.

The Promise of SaaS Customer Success Metrics

Chaotic Flow

It’s one thing to claim that a 50% reduction in churn will result in a 2X increase in recurring revenue, but it’s quite another thing to make it happen. 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. Attention SaaS CFO’s and VP’s of Customer Success!

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.

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 must focus on maximizing the scalability and efficiency of your customer success organization through customer success automation to maintain strong retention rates during these uncertain times. You need to introduce automation into your customer success strategy to meet the retention revenue demands of your boards.

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 must focus on maximizing the scalability and efficiency of your customer success organization through customer success automation to maintain strong retention rates during these uncertain times. You need to introduce automation into your customer success strategy to meet the [.]. articles customer success

How Customer Success Can Build a Relationship with Sales

ChurnZero

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! There is nothing like closing a big deal with a new customer! Customer Success Around the Web.

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. Quick Summary of Customer Success KPIs.

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. An effective customer success crisis plan should cover all of the following ground, regardless of the specific type of crisis you are planning for. Promote seamless, consistent communication among team members and with customers.

Customer Success vs. Customer Service: How They Work Together

Totango

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. While individual success is important in both cases, you also need overall harmony. In today’s customer-centered economy, this is particularly true of Customer Success and Customer Service teams. Customer Service Responsibilities.

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. 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. It creates a better customer experience. More customers . They’re organic revenue drivers.

Increase Customer Success with Equivalent Metrics

TriTuns

” 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? Perhaps the metrics we have relied on for years – with limited success – were just not understood by our audience. Apply This Insight (to Increase User Adoption & Customer Success). If you are selling software or managing renewals, you want this data to help inform your customers.

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud.

The Top 7 Customer Success Trends for 2020

Totango

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. Flexible subscription and recurring revenue models mean the customer is in control of their service and tech partnerships and reserve the right to move on to a competitor. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

Customer Success: The Lost Art of Churn Reason Analysis

Customer Success-Driven Growth

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that.

Engineering Customer Success Processes for Maximum Impact

Valuize Consulting

C ustomer success processes in B2B software businesses today are often inefficient, siloed and lacking scalability. How were your company’s customer success processes created? Perhaps it was fueled by all of the strategic expertise, funding and time required to develop a category-leading customer success strategy—one that transforms your company’s revenue retention and expansion metrics. The state of customer success processes.

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. Not implementing and measuring customer success means you risk losing customers and rising customer acquisition costs (CAC). What is customer success? Customer success is exactly what it sounds like.

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. In Today’s Episode We Discuss: * How Nick made his way into the world of SaaS and came to lead the charge in the category creation of customer success as CEO with Gainsight? What does Nick mean when he says, “Customer success will fail if it is just a role and not a strategy?” Welcome to Episode 212!

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. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. The Customer Success Factors You Need to Know. Customer Lifecycle Management. Customer Success

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.

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.