Mike Kunkle

OCTOBER 8, 2023

Introduction In today’s fast-paced and challenging business landscape, maximizing organizational success hinges on seamless coordination across various functions. Nowhere is this truer than with the commercial organization. This unified effort propels businesses to new heights of success.

Customer Experience 304

Customer Experience Profitability Decision-making Marketing 304

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

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

Nutshell

JUNE 2, 2019

When Nutshell’s last Customer Success effort fizzled out (more on that in a bit), I was fairly new to the CX team at Nutshell. Understanding the efforts Nutshell had already made to launch a Customer Success initiative was critically important in ensuring I did not repeat any past missteps. What were those missteps?

Customer Success 107

Customer Success Onboarding CRM Organization 107

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Learn from those examples, and apply the elements that fit for your team and situation.

Customer Success 104

Customer Success Onboarding Decision-making Customer Experience 104

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

Upland

DECEMBER 6, 2021

The most successful account executives rely on close collaboration with their wider revenue teams to expand existing customer relationships and win the opportunities that matter. Multitasking, jumping from meeting to meeting, and racing the clock, are all too familiar for salespeople.

Account Planning 195

Account Planning Account Management Organization Customer Success 195

Upland

NOVEMBER 28, 2021

Even when organizations acknowledge their sales reference processes could be better, it can be an overwhelming problem to confront. A well-oiled, traditional customer reference or advocacy program can be an organization’s strongest asset, but launching, revamping, or expanding a traditional program isn’t right for every organization.

Sales 195

Sales B2B Software Software 195

Brooks Group

OCTOBER 14, 2024

It’s harder than ever to build loyalty and retain customers. In a world where customers can easily switch to a competitor, sales organizations that fail to meet these new expectations risk losing opportunities. This increases the likelihood of customer success and satisfaction.

Emotional Intelligence 84

Emotional Intelligence Negotiation Sales Training Construction 84

PandaDoc

APRIL 18, 2025

Sales meetings are central to most businessesbut the most effective, high-performing sales teams know how to make them count. These meetings are intended to align goals, track progress, share insights, and make sure everyone is on the right track and working toward the same objectives. What is a sales meeting?

Meetings 52

Meetings Sales Decision-making Brainstorming 52

DemandFarm

NOVEMBER 22, 2024

They create trust-based connections by mapping out and understanding key stakeholders, tracking team shifts, and staying updated on client organization changes. Cultural Fit: Do they understand the importance of stakeholder alignment, including champions and detractors, within each client organization?

Key Account Management 52

Key Account Management Account Management Management Stakeholders 52

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

Upland

JUNE 14, 2022

The old adage that “the customer is always right” often rears its ugly head in the case of PS projects because a PS team is an enabler of customer success, especially in the case of Software-as-a-Service (SaaS) companies. Having a POV must start at the top of an organization.

Construction 195

Construction Software Software Profitability 195

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

Luminas Strategy

AUGUST 6, 2023

Because of today’s unpredictable economy and rapidly changing business landscape, B2B companies are facing headwinds, challenged to identify strategies that will result in sustainable organic growth. To truly understand your customer’s pain points and expectations, it’s critical to prioritize direct engagement with customers.

Organization 52

Organization B2B Value Proposition Prioritization 52

Nutshell

APRIL 4, 2024

If your business schedules a lot of meetings — either internally or with clients — you might wish you had a way to make that process easier. Thankfully, there are meeting scheduler tools out there to meet that need. The question, though, is this: What’s the best meeting scheduler for you? That’s why we’re here.

Meetings 71

Meetings CRM Software Software 71

Hubspot Sales

JULY 5, 2021

An organization's success is the sum of all its departments' efforts. The best sales org can only take a business so far if its marketing, customer service, or customer success is lackluster — and vice versa. Customer Service. Your customer experience doesn't end with a closed deal. Customer Success.

Facilitation 128

Facilitation Sales Leadership Customer Success 128

Strikedeck

FEBRUARY 23, 2021

Vincent Manlapaz, in an interview with Elaine Cobb shares her thoughts on what organizations can do today (during these unprecedented times) to manage change and meet customer expectations.

Customer Success 59

Customer Success Meetings Organization Management 59

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

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.

Account Management 52

Account Management Customer Success Management Energy and Utilities 52

SOAR Performance Group

JULY 20, 2022

At recent meetings of the Sales Leadership Community, Customer Success and Sales leaders discussed how to use Customer Success as a growth engine and growth accelerator in your organization. Customer […].

Customer Success 52

Customer Success Sales Leadership Leadership Meetings 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. Organizations that invest in RevOps report a 30% reduction in go-to-market expenses.

Artificial Intelligence 40

Artificial Intelligence Key Account Management Decision-making Account Growth 40

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

Nutshell

APRIL 4, 2024

If your business schedules a lot of meetings — either internally or with clients — you might wish you had a way to make that process easier. Thankfully, there are meeting scheduler tools out there to meet that need. The question, though, is this: What’s the best meeting scheduler for you? That’s why we’re here.

Meetings 62

Meetings CRM Software Software 62

Planview

AUGUST 16, 2022

A connected services organization is one in which systems, data, work, people, and customers are integrated and aligned, in order to establish a critical link in the organizational chain that joins customer and solution value. Enhanced Customer Experiences. Improved Revenue.

Organization 52

Organization Digital Transformation Profitability Customer Experience 52

Hubspot Sales

APRIL 10, 2020

By spreading the responsibility for the sale across the organization, Inbound puts less pressure on salespeople to close at all costs and liberates them to be genuinely effective helpers on the customer’s path to success. Inbound organizations successfully use their customer data and a more human approach to gain customers.

CRM 134

CRM Communication Decision-making Internet 134

Strikedeck

JANUARY 19, 2021

Vincent Manlapaz, in an interview with Harpreet Oberoi shares his thoughts on why organizations should keep their laser focus on meeting and achieving customers' desired outcomes. The post The Path to Sustainable and Reliable Business Partnerships first appeared on Strikedeck | Customer Success Platform.

Customer Success 92

Customer Success Meetings Organization Onboarding 92

Upland

MARCH 29, 2023

Gone were the face to face office meetings and networking at industry events, and in their place were hour-long zoom calls with sellers wearing hoodies. Now, however, things have changed. In mapping a rich understanding of how key players relate to one another, reps can start to uncover how things happen in the organization.

CRM 195

CRM Management Stakeholders Decision-making 195

Hubspot Sales

OCTOBER 15, 2019

Using two-way integration with your CRM and Google or Outlook calendar, you can instantly log a meeting in your CRM, create meeting notices, and send invites to meeting guests. Customer Success Integrations. Calling Software Integrations.

CRM 128

CRM eCommerce Software Software 128

AchieveIt

JANUARY 8, 2024

Some of your organization’s best minds fill the boardroom for a scheduled strategy meeting. This meeting presents a valuable opportunity to harness their expertise and identify solutions to the most pressing issues facing your strategy. In a one-hour meeting, that’s just 6 minutes. No guidance for the frontline team.

Meetings 52

Meetings Decision-making Prioritization Brainstorming 52

Arpedio

DECEMBER 19, 2023

The vital role of Customer Success in Account Management Explore ARPEDIO's Account Management Software ← Back to blog In recent times, companies have come to realize the significance of aligning their customer success and account management strategies. Let’s dive in! Let’s dive in!

Account Management 52

Account Management Customer Success Management Artificial Intelligence 52

Showpad

JUNE 14, 2021

Previously, a deal’s loose ends were sorted out during in-person meetings where sales reps could fall back on their techniques and experience. We know the trench stories of lost deals that became successes due to the personality of an individual sales rep. That’s why today’s modern selling organizations need a new type of team.

Meetings 59

Meetings B2C Stakeholders B2B 59

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

Onboarding 116

Onboarding Customer Success Government Profitability 116

Hubspot Sales

MARCH 11, 2024

Time is money, and that’s doubly true when you work with customers. For the last six years, I’ve been an avid user and champion of using async video in my day-to-day as a seller — well before joining Loom to lead its Sales and Customer Success teams. Reduce meeting no-shows by sending a preview of the meeting agenda.

Sales 124

Sales Meetings Stakeholders Customer Success 124

Hubspot Sales

NOVEMBER 17, 2020

Our mission at HubSpot is to help millions of organizations grow better. Sales organizations saw some success with the transition to fully remote selling: 64% of sales leaders who made the transition this year met or exceeded revenue targets, compared to 50% of leaders who had not. 2020 has been a year of massive change.

Virtual Selling 126

Virtual Selling Shareholders Decision-making Communication 126

Mike Kunkle

AUGUST 8, 2023

7 Common Barriers to Sales Transformation Barrier 1: Siloed Mindsets and Departments One of the most persistent challenges in many organizations is the presence of siloed mindsets and departments. When sales, marketing, and customer success operate in isolated bubbles, opportunities for collaboration and synergy are lost.

Sales 221

Sales Prioritization Innovation Sales Training 221

Arpedio

JUNE 20, 2023

Client Case study Rethinking Customer Success and Sales: A Collaborative Powerhouse in the SaaS industry Download full case study About The Case Study Due to pre-IPO considerations, the following case study has been anonymized to protect the identity of the company involved.

Customer Success 52

Customer Success Account Management Facilitation Stakeholders 52