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

Engage Selling

FEBRUARY 12, 2021

Far too many sales organizations focus only on the internal KPIs (the things that drive your performance): sales velocity, sales process, your funnel, your pipeline, the number of calls you make, the number of conversions you make, your closing ratio, … Read More » The post Look Outside Your Sales Organization | Sales Strategies first appeared (..)

Organization 122

Organization Sales Customer Success 122

Strategic Account Management Association

JUNE 22, 2021

By Roshni Patel, Customer Success Manager, Royal Ambulance. What processes has your organization initiated to combat customer roadblocks? We partnered with a medical insurance network in the San Francisco Bay Area focused on providing easier access to high-quality care with cost transparency.

Transportation 520

Transportation Insurance Healthcare Prioritization 520

Outbound Engine

JULY 26, 2020

There’s a lot to be said for staying organized. With that in mind, our super organized customer success team gathered a list of their favorite apps to keep you organized. through a tiered organization system. Ever wish for an app that helps you stay organized automatically? Meet IFTTT.

Organization 110

Organization Internet Small Business Meetings 110

Brooks Group

MARCH 27, 2025

Happy customers drive repeat business and higher profits. In addition, customer-centricity helps companies increase customer trust, satisfaction, and loyalty. According to a study of over 1,300 organizations, 84% of organizations that focused on improving customer experiences increased their revenue.

Account Management 89

Account Management Sales Sales Training Profitability 89

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. At Pipedrive, […].

Customer Success 140

Customer Success Software Software Organization 140

Apptivo

MAY 8, 2021

Customer Success teams are what everyone is talking about nowadays. And it is because Customer Success is directly related to customer loyalty and experience. Even though customer success is crucial, many companies still do not understand its importance. What is Customer Success?

Customer Success 95

Customer Success Onboarding Customer Experience Management 95

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

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

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

Brooks Group

JANUARY 9, 2025

Understanding the difference between landing new business and managing existing accounts is critical for your sales organizations success. On the surface, sales and account management have similar goals: Build strong relationships with customers and increase profitable revenue.

Account Management 99

Account Management Management Sales Account Growth 99

SBI Growth

MARCH 19, 2020

In the short history of Customer Success, we have not seen a crisis of this magnitude. CoVid-19 is creating an unprecedented situation. Even those of us that are tenured, and have the gray hair to prove it, don’t have another.

Customer Success 108

Customer Success Marketing Organization B2B 108

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

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

Force Management

OCTOBER 31, 2024

Using interviews with B2B SaaS leaders who beat those odds by scaling from startup to over $100MM in ARR, McKinsey's recent playbook examines how these companies set up their organizations, common challenges they overcame and the actions leaders can use to emulate these pathways to success.

B2B 151

B2B Marketing Organization Customer Success 151

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

Upland

DECEMBER 6, 2021

Let’s dig into how combining Altify with Google Docs can deliver lasting value for the salespeople in your organization. Altify’s Google Docs integration is included for all Opportunity Manager and Account Manager customers. This integration is also included for all Altify Account Manager and Opportunity Manager customers.

Account Planning 195

Account Planning Account Management Organization Customer Success 195

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

Zendesk

MARCH 31, 2021

Types of customer feedback. Customer service feedback. Sales or customer success feedback. Customer feedback can be qualitative , such as a written online review or information a customer shares with an agent or a sales representative about their experience. Sales or customer success feedback.

Organization 95

Organization Media Decision-making e-Learning 95

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

Upland

OCTOBER 8, 2021

The reality of closing B2B enterprise deals is that prospects want—and expect—to talk with customer references. Few organizations are willing to believe you have done it before just because you say so. And the bigger the organization, the bigger the sales reference problem. Proactively bringing references into the sales process.

B2B 195

B2B Sales Leadership Organization Customer Success 195

Upland

NOVEMBER 28, 2021

Many organizations don’t have formal customer reference or advocacy programs at all. Sellers repeatedly ask the same internal customer success and subject matter expert contacts for help sourcing sales references. It doesn’t even require launching—or relaunching—a full Customer Reference or Customer Advocacy program.

B2B 195

B2B Prioritization Customer Success Organization 195

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

Customer Think

FEBRUARY 3, 2023

One of the most critical points in a successful customer relationship is the handoff and onboarding process between sales and customer success (CS). Many organizations don’t think enough about this transition, and as a result, the customer begins the relationship with a poor first impression.

Onboarding 64

Onboarding Customer Success Sales Organization 64

Upland

JUNE 7, 2023

An organization can make a considerable investment in a methodology, only to discover that it was not effective because there was no sales process to support it. Many enterprise organizations create their own sales process(es) with their specific sales stages, and they incorporate elements from one or multiple sales methodologies into it.

Sales 195

Sales Negotiation Decision-making CRM 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

Upland

JULY 9, 2020

In order to get back to growth, sales leaders must focus on existing customers. But the truth is that most organizations’ sales and marketing approach just isn’t aligned to customer reality. Customers get frustrated because the experiences they’re having and the content they’re being delivered misses the mark.

Account Management 195

Account Management Management Account Planning Digitalization 195

Upland

DECEMBER 14, 2021

In leading organizations, Slack is often the go-to tool for collaboration, and Salesforce is the book of record for everything customer relationship-related. Organizations can set Slack alerts to send automatically when someone creates or updates Altify objects or records.

Account Planning 195

Account Planning Account Management Publishing Organization 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

SBI Growth

JANUARY 30, 2020

It was only 20 years ago that Salesforce introduced the revolutionary idea to help companies use cloud-based applications for customer relations management. Remember when a cloud was only a fluffy thing in the sky? The applications would be run over.

Customer Success 106

Customer Success Management Key Account Management Account Management 106

SBI Growth

FEBRUARY 6, 2025

Once considered a catch-all team performing various misfit duties for sales, our research uncovered that modern enablement has grown to support essential functions across the commercial organization. But as the scope grows within an organization, so does the cost.

Customer Success 62

Customer Success Organization Management Sales 62

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

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

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

JULY 10, 2023

It doesn’t show you which members of the organization support your solution or are against you. Altify Insights aligns your extended revenue team, uniting sales, marketing, and customer success with a single customer view to enable better collaboration, uncover gaps, and grow revenue.

Decision-making 195

Decision-making B2B Account Planning Software 195

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