Help Scout

JUNE 15, 2021

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

Customer Experience 116

Customer Experience Customer Success Onboarding Digitalization 116

Sales Readiness Group

MARCH 28, 2023

In today's highly competitive marketplace, businesses can’t afford to take customer loyalty for granted. Every sales organization must prioritize customer success skills to build stronger relationships, differentiate themselves from the competition, and help retain clients for the long term.

Customer Success 126

Customer Success Prioritization Organization Sales 126

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

Customer Success 124

Customer Success 124

Help Scout

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well. Read the full article

Customer Success 126

Customer Success Customer Value 126

Customer Think

JANUARY 29, 2022

SaaS organizations are increasingly growing wise to the importance of customer success (CS) programs. Not to be confused with customer experience or customer service, customer success is how businesses conceive of the long-term success of their clients, achieved through direct collaboration with themselves as software providers.

Customer Success 124

Customer Success Customer Experience Software Software 124

SBI Growth

MARCH 31, 2020

Going into 2020, Market Leaders were already counting on the majority of their revenue coming from their existing customer base. Most companies build their 2020 Revenue plans on an assumption of GDP growth, and this assumption has shifted.

Customer Success 160

Customer Success Marketing B2B Communication 160

Customer Think

NOVEMBER 8, 2022

Every customer has their own unique needs. Often, delighting the customer means extending the relationship beyond the customer success team. Or, they may just want to know that they have […].

Customer Success 119

Customer Success Leadership 119

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

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

SalesPop

MARCH 20, 2022

In this Expert Insight Interview, Brent Keltner discusses how to transition elegantly from sales to customer success and develop that as a continuum. This Expert Insight Interview discusses: How customer success has changed in the subscription-based economy. Customer Success. Aligning Your Goals.

Customer Success 98

Customer Success Sales Account Management CRM 98

Force Management

MAY 30, 2024

Customer Success (CS) is a critical component of a successful customer engagement process. Growing revenue requires your organization to be cross-functionally aligned on buyer value and solution differentiation before and after the sale.

Customer Success 88

Customer Success Leadership B2B Organization 88

Customer Think

AUGUST 12, 2021

But today, successful SaaS companies are truly built out to be customer-led. The COVID-19 pandemic has accelerated this change in cultural philosophy, and ultimately both the customer and the organization reap the benefits. Historically Software-as-a-Service (SasS) companies were led by the sales function.

Customer Success 140

Customer Success Software Software Organization 140

Customer Think

SEPTEMBER 11, 2024

The original article was posted on Eglobalis.com/blog: [link] What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel?

Customer Success 126

Customer Success Customer Experience 126

Strategic Account Management Association

SEPTEMBER 13, 2021

Examine the methodologies and frameworks that are being used to guide customers down a path to value realization. Are we putting our team in the best possible position to make our customers successful? About Dave Duke Dave is a co-founder at MetaCX.

Co-Creation 520

Co-Creation Suppliers Management Supply Chain 520

Help Scout

AUGUST 22, 2023

A 6-step guide to creating a customer success journey map, plus how to use it to help customers achieve long-term success with your product. Read the full article

Customer Success 85

Customer Success 85

Help Scout

AUGUST 22, 2023

Customer Support and Customer Success teams share similar skill sets and goals, but they use different approaches. Read the full article

Customer Success 75

Customer Success 75

Strategic Account Management Association

JUNE 22, 2021

By Roshni Patel, Customer Success Manager, Royal Ambulance. Royal Ambulance is a California-based transportation company committed to connecting patients and providers in the healthcare continuum through transportation, technology and seamless experiences.

Transportation 520

Transportation Insurance Healthcare Prioritization 520

SBI Growth

DECEMBER 28, 2023

Invest in creating value for your customers and your customers will become more invested in your brand in return. As a company that enjoys 97% penetration into its target market through all its various solutions, customer success and customer marketing become central to symplr’s approach to continued value creation.

Customer Success 77

Customer Success Marketing 77

Help Scout

AUGUST 22, 2023

Building a customer success manager career path can feel intimidating if you’re just getting started. Read our guide on how to move into a CSM role or boost your existing career in customer success. Read the full article

Customer Success 75

Customer Success Management 75

Help Scout

AUGUST 22, 2023

These free customer success plan templates will help guide your team toward providing the best possible experience for your customers. Read the full article

Customer Success 81

Customer Success 81

Help Scout

AUGUST 22, 2023

Customer success teams are the best way to ensure an excellent customer experience. Here's how and why you should build one for your company Read the full article

Customer Success 75

Customer Success Customer Experience 75

Help Scout

AUGUST 22, 2023

Learn about the nine critical components of an effective customer success strategy and how you can implement them for your own business. Read the full article

Customer Success 74

Customer Success 74

Strategic Account Management Association

FEBRUARY 3, 2022

Tim Zierden, VP of Enterprise Dealer Partnerships at Cox Automotive, recently articulated to me the importance of leaning on Cox’s customer success team to uncover key insights. They’re critical,” he said. They’re our feet on the street.”. It’s in static spreadsheets no one has access to.

Account Planning 400

Account Planning Supply Chain Prioritization Digital Transformation 400

SBI Growth

OCTOBER 31, 2024

In this podcast episode hosted by Mike Hoffman, Nick Mehta, CEO of Gainsight, the two discussed Customer Success Management and the implications of involving AI. In many cases, organizations have the reached the point of requiring a reevaluation of their current go-to-market (GTM) strategies due to lack of productivity.

Customer Success 62

Customer Success Management Organization Marketing 62

Help Scout

AUGUST 22, 2023

Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics. Read the full article

Customer Success 75

Customer Success 75

Customer Think

OCTOBER 3, 2023

Did you know that companies that get personalization right earn 40 percent more revenue from those activities than average players? In fact, among industries in the US, transitioning to top-quartile performance in personalization would lead to more than one trillion dollars in value, according to McKinsey & Company.

Customer Success 80

Customer Success Customer Experience 80

Customer Think

SEPTEMBER 6, 2024

I’ve been in the Customer Success field for several years now, and if there’s one thing I’ve learned, it’s that data can be both a blessing and a curse. On one hand, we have more information about our customers than ever before – what they like, what they need, where they’re getting stuck. But on […]

Customer Success 64

Customer Success 64

Upland

APRIL 5, 2023

This means that instead of different departments working in disparate silos, every function is part of a greater whole aimed at generating mutual success. This includes, primarily, people in marketing, sales, and customer success teams. Do You Need a Revenue Team? That depends.

Account Planning 195

Account Planning Customer Success B2B Decision-making 195

Strategic Account Management Association

AUGUST 24, 2021

Passmore sums up the future for SAMs up by saying “It’s clear that the SAM plays an elevated role in this evolving world, being at the center of what is now an ecosystem, a fragmented team of marketing, customer service, customer success and analytics.

Stakeholders 520

Stakeholders Supply Chain Digitalization Shareholders 520

Account Manager Tips

JUNE 23, 2024

Discover game-changing books for B2B sales, customer success, and key account management. Level up your skills and strategies with insights from "Unsticking Deals," "The Innovative Seller," and "The Squiggly Career."

B2B 186

B2B Key Account Management Account Management Innovation 186

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

Customer Think

APRIL 19, 2024

In 2024, businesses face shifting customer expectations, evolving technology, and global economic uncertainties. In this challenging environment, prioritizing customer success (CS) isn’t an option; it’s a lifeline. Customer-focused companies grow 2.5 Forget business as usual.

Customer Success 59

Customer Success Prioritization 59

SBI Growth

NOVEMBER 24, 2020

Customer Success has become the focus of many organizations and answers questions such as “how do I retain my customer?” ” And “how do I grow within my current customer base?” ” To ensure your organization is focused on the right CS.

Customer Success 146

Customer Success Organization Onboarding Customer Experience 146

Customer Think

JULY 31, 2024

AI-enabled platform provides instant product intelligence information and resources relevant to sales and customer success inquiries

Customer Success 64

Customer Success Sales 64

Customer Think

JANUARY 24, 2022

In a world where customers have seemingly infinite options of products to choose from, earning a customer’s sustained loyalty to your product, and thereby reducing churn, has become the fuel that enables a company to out-pace the rest of its pack. Whereas customer service was once considered […].

Customer Success 105

Customer Success 105

Customer Think

OCTOBER 18, 2023

The introduction of collaborative strategies is not only a response to changing customer expectations but also a strategic imperative. By aligning the efforts of marketing, sales, customer service, and product development, organizations can provide a consistent customer experience.

Customer Success 69

Customer Success Innovation Customer Experience Organization 69

Upland

NOVEMBER 28, 2021

Sellers repeatedly ask the same internal customer success and subject matter expert contacts for help sourcing sales references. No matter how close sellers are with their colleagues, customer success teams have other responsibilities and can’t always prioritize sourcing reference contacts. What’s the risk?

B2B 195

B2B Prioritization Customer Success Organization 195