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.
Nutshell
MARCH 25, 2024
Regardless of your business type or industry, a well-thought-out and structured client onboarding process is the secret to long-term customer retention. It’s where the rubber meets the road, and the initial relationship you’ve built with your customer before their purchase is put to the test. Find out here.
Customer Think
AUGUST 4, 2023
Does the onus for customer onboarding only reside with your customer success team? Is it OK to automate customer onboarding? What are the design considerations I should think about for my onboarding process? It depends. There are quite a few!
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.
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.
SBI Growth
JUNE 6, 2020
Customer Onboarding is a crucial activity for customer success teams. In fact, within SBI’s 4-Step Customer Success (CS) Strategy, successful Customer Onboarding is the #1 factor in ensuring that customers achieve their desired outcomes. Yet, if you were to ask.
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. In other words, the customers we worked so hard (and opened our wallets) to obtain through marketing and sales efforts were beginning to cancel one year after their signup date. What were those missteps?
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