Mike Kunkle

OCTOBER 8, 2023

This strategic approach goes beyond conventional departmental boundaries, breaks down silos, and encompasses product, marketing, demand generation, sales enablement, and the encompassing realm of customer experience (whether it goes by customer support, customer success, customer service, or a combination of these).

Customer Experience 304

Customer Experience Profitability Decision-making Marketing 304

Insightly

MAY 13, 2021

Start by working closely with your customer success team. Why you should align customer success with marketing. At this point, the account moves to a dedicated account or customer success manager. It is in marketers’ best interest to build relationships with customer success managers.

Customer Success 93

Customer Success Marketing Acquisition CRM 93

Zendesk

APRIL 1, 2022

The band members face the audience, delivering an experience that creates loyal fans—similar to how your customer success managers (CSMs) work with your customers one-on-one. Customer success operations (CS Ops) is the behind-the-scenes crew that helps customer success managers excel at their jobs.

Customer Success 97

Customer Success Logistics Onboarding CRM 97

DemandFarm

JANUARY 12, 2025

These elements are often challenging to maintain in organizations where sales, marketing, and customer success operate in silos. This is where Revenue Operations (RevOps) comes into play, unifying these teams under a cohesive framework to drive predictable growth and enhance the customer experience.

Key Account Management 52

Key Account Management Account Management Decision-making Prioritization 52

Zendesk

JUNE 30, 2022

Customer success is key to business success, especially for startups that depend on retention for meeting revenue goals. For startups with a well-oiled customer success team, the opportunities for growth are immense. What is a customer success team? When to start your customer success team.

Customer Success 97

Customer Success Interpersonal Skills Leadership Investors 97

Miller Heiman Group

APRIL 2, 2020

In our “ Customer Experience Best Practices Study ,” researchers from Miller Heiman Group explore the business case for investing in a customer experience strategy to drive revenue performance. Customer loyalty. Customer Experience Practices Translate Strategy Into Action. Executives Walk the Talk.

Customer Experience 67

Customer Experience Facilitation Organization Stakeholders 67

Upland

JULY 3, 2023

By leveraging the power of ChatGPT alongside established sales platforms like Altify, however, organizations can unlock new opportunities to drive revenue growth and build stronger customer relationships. How can sellers and customer service use ChatGPT with Altify? Having a discovery call with a customer?

Facilitation 195

Facilitation Customer Success Innovation Customer Experience 195

Insightly

MAY 12, 2021

Start by working closely with your customer success team. Why you should align customer success with marketing. At this point, the account moves to a dedicated account or customer success manager. It is in marketers’ best interest to build relationships with customer success managers.

Customer Success 64

Customer Success Marketing Customer Experience Acquisition 64

Miller Heiman Group

DECEMBER 2, 2019

While sellers focus on the first two phases of the customer journey, awareness and purchase, they stop short of the implementation phase—the phase that matters most to their buyers—and the phase where customer success takes over. Customer success reps are often first to know of a customer’s business plans.

Customer Success 70

Customer Success Customer Experience Suppliers Sales 70

Account Manager Tips

FEBRUARY 28, 2021

Customer Success Manager #7. Engagement Manager The five most in demand soft skills: Creativity Persuasion Collaboration Adaptability Time Management You don't need to be technical to be successful. Customisation and personalisation to be at the heart of the customer experience. Enterprise Account Executive #6.

Key Account Management 246

Key Account Management Account Management Management Decision-making 246

Brooks Group

OCTOBER 14, 2024

After all, any reputable company can deliver a satisfying experience. But research shows over 50% of customers will switch to a competitor after a single unsatisfactory customer experience. It’s more important than ever to deliver consistent service to retain customers and build loyalty. It’s

Emotional Intelligence 70

Emotional Intelligence Negotiation Sales Training Construction 70

SBI Growth

MARCH 28, 2019

As a Customer Success Leader, to scale your organization, you have to get the most out of your team. Your greatest lever, is how to allocate a Customer Success Professional’s most important asset, their time. In order to drive the.

Customer Success 80

Customer Success Organization Customer Experience Onboarding 80

Miller Heiman Group

DECEMBER 8, 2020

SSE is a staff development program, offered by TSIA and delivered by Korn Ferry, that enables organizations to deliver a superior customer service experience by developing their most critical service delivery resource: their people. How Alcatel Continued Delivering Exceptional Customer Service in 2020.

Customer Experience 64

Customer Experience Customer Success Organization Management 64

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management.

Account Management 66

Account Management Customer Success Management Communication 66

SBI Growth

APRIL 11, 2020

As a Customer. For weeks now, businesses have been impacted by COVID-19. While it has been difficult to predict the severity of the pandemic, the one thing that has been unwavering is people’s innate desire to connect with one another.

Customer Success 115

Customer Success Customer Experience Communication B2B 115

Miller Heiman Group

MARCH 12, 2020

Do these results and customer experience metrics sound unrealistic? They represent the gains that become possible when a firm implements Miller Heiman Group’s Bridging Service Into Sales training to improve its customer experience strategy. How Bridging Service Into Sales Transformed the Firm’s Customer Service Team.

Customer Experience 63

Customer Experience Profitability Sales Training Digitalization 63

Insightly

JULY 23, 2023

Customer success (CS) is a commonly-used phrase in business today, often confused with customer experience and customer service. Customer service is responding to customer needs and concerns via various communications channels such as phone, chat, email, and forums.

Customer Success 52

Customer Success Customer Experience B2B Onboarding 52

Miller Heiman Group

AUGUST 1, 2019

Almost half of organizations report having a weak relationship between their sales and customer success teams; and a third report that service plays no role in generating sales. Investing in a strong customer experience strategy now is crucial as more than 70% of revenues come from existing customers.

Customer Success 63

Customer Success Organization Sales CRM 63

Desired Path

APRIL 7, 2021

The objective of a Customer Success strategy is to retain and grow customers. When done successfully, an organization will inevitably face the challenge of scaling Customer Success operations. Codifying inefficient or non-value-add activities only scales poor customer experience. Rightfully so.

Customer Success 64

Customer Success Facilitation Customer Experience Organization 64

Insightly

OCTOBER 5, 2021

This is part 3 of a customer service blog series based on conversations with members of Insightly’s client services and customer success teams. Many companies talk about being “customer-centric.” In reality, too few invest the time and effort to provide truly customer-centric experiences.

Customer Experience 98

Customer Experience Customer Success CRM Innovation 98

SBI Growth

JANUARY 18, 2019

Because harnessing passion from advocates is an authentic way to drive customer intimacy and revenue growth. Advocacy is on fire! Research from the Demand Gen Report shared that as much as 84% of buyers seek input from their peers.

Customer Success 99

Customer Success Decision-making Finance Onboarding 99

Arpedio

JANUARY 5, 2024

At the heart of every thriving enterprise lies a keen focus on business relationship optimization , a task achieved through strategic roles that many might find overlapping—Account Management and Customer Success. Principles Behind Customer Success Strategies Customer success strategies are built on a proactive engagement model.

Account Management 52

Account Management Customer Success Management Energy and Utilities 52

DemandFarm

NOVEMBER 27, 2024

“We know the entire journey of this customer, thanks to sales and marketing,” said no customer success manager, ever. The traditional silos between marketing, sales, and customer success is a recipe for disaster. Often, marketing effectiveness suffers due to misalignment with sales or customer success.

Artificial Intelligence 40

Artificial Intelligence Key Account Management Decision-making Account Growth 40

Hubspot Sales

APRIL 10, 2020

Companies that focus on helping rather than selling are winning the battle for the most empowered generation of customers. Poor customer experience is no longer acceptable, and there’s nowhere to hide if your salespeople can’t deliver. Sales teams supported by an organization revolving around the customer perform better.".

CRM 134

CRM Communication Decision-making Internet 134

Desired Path

SEPTEMBER 23, 2020

The discussion of scaling Customer Success is a popular topic as it is a common problem organization’s face as they grow. What works as a fast-growing startup – where the Customer Success team’s focus is very hands-on, high-touch and usually quite bespoke, regardless of what the customer’s subscription fee is - does not scale.

Customer Success 52

Customer Success Customer Experience Organization Communication 52

Desired Path

SEPTEMBER 23, 2020

The discussion of scaling Customer Success is a popular topic as it is a common problem organization’s face as they grow. What works as a fast-growing startup – where the Customer Success team’s focus is very hands-on, high-touch and usually quite bespoke, regardless of what the customer’s subscription fee is - does not scale.

Customer Success 52

Customer Success Customer Experience Organization Communication 52

Desired Path

SEPTEMBER 23, 2020

The discussion of scaling Customer Success is a popular topic as it is a common problem organization’s face as they grow. What works as a fast-growing startup – where the Customer Success team’s focus is very hands-on, high-touch and usually quite bespoke, regardless of what the customer’s subscription fee is - does not scale.

Customer Success 52

Customer Success Customer Experience Organization Communication 52

Zendesk

OCTOBER 13, 2023

So too can businesses create their own playbook and implement it into their customer success strategy. Customer success playbooks provide step-by-step instructions that outline the best practices for achieving specific goals. What is a customer success playbook? What is a customer success playbook?

Customer Success 52

Customer Success Onboarding Customer Life Cycle Customer Experience 52

Brooks Group

APRIL 25, 2024

Your customer success team can be your best ally. When you have satisfied customers, they’re likely to buy from you again, refer you to others, and, over time, spend more. But the most successful sales professionals understand the value of cultivating long-term relationships with their customers.

Customer Success 52

Customer Success Supply Chain Sales Sales Training 52

Insightly

NOVEMBER 3, 2021

This is part 4 of a customer service and support blog series based on conversations with the leaders of Insightly’s client services and customer success teams. Customer success and customer service are fundamental components in your organization’s ability to deliver great experiences and create long-lasting relationships.

Remote Working 105

Remote Working Customer Success Facilitation Communication 105

Mike Kunkle

AUGUST 8, 2023

When sales, marketing, and customer success operate in isolated bubbles, opportunities for collaboration and synergy are lost. Fragmented customer experiences, misaligned strategies, increased friction for customers, and unfulfilled revenue potential. This is a definite growth killer. The result?

Sales 221

Sales Prioritization Innovation Sales Training 221

Hubspot Sales

JULY 6, 2021

Use data to define relevant KPIs and communicate them with teams. Communicate with executives and key stakeholders about revenue stream performance. Experience managing large teams of people and generating alignment and collaboration with cross-functional teams. An understanding of customer needs.

Decision-making 126

Decision-making Value Proposition Stakeholders Advertising 126

Desired Path

MAY 20, 2020

I have been talking to many executives about how the evolving situation has impacted their organizations and Customer Success. SaaS Customer Success Best Practices. My initial observation is that this crisis has been a forcing factor to get back to the fundamentals of solid, customer success management.

Customer Success 52

Customer Success Customer Experience Innovation Organization 52

Desired Path

MAY 20, 2020

I have been talking to many executives about how the evolving situation has impacted their organizations and Customer Success. SaaS Customer Success Best Practices. My initial observation is that this crisis has been a forcing factor to get back to the fundamentals of solid, customer success management.

Customer Success 52

Customer Success Customer Experience Innovation Organization 52

Desired Path

MAY 20, 2020

I have been talking to many executives about how the evolving situation has impacted their organizations and Customer Success. SaaS Customer Success Best Practices. My initial observation is that this crisis has been a forcing factor to get back to the fundamentals of solid, customer success management.

Customer Success 52

Customer Success Customer Experience Innovation Organization 52

SuperOffice

APRIL 19, 2021

Did you know that 54% of consumers say there’s a need for improvement in customer service ? The secret to delivering a great customer experience is shifting your focus from simply serving your customers, to engaging with them in a seamless way. The benefits of using a customer engagement platform.

Artificial Intelligence 110

Artificial Intelligence Customer Experience Communication Profitability 110

Arpedio

JANUARY 30, 2025

Why Account-Based Everything is Changing Sales ABE is a game changer because it breaks down silos between sales, marketing, and customer success , aligning them around the same high-value accounts. With ABE, they collaborate from the start, ensuring a seamless and personalized experience for the customer.

Stakeholders 52

Stakeholders CRM Customer Success Account Management 52