ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus?

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. The post-sales activities focus on nurturing client relationships.

Accountability 10

Accountability Management Best practices Customer advocacy 10

CustomerSuccessBox

MAY 9, 2022

The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions. With more complex metrics, you can take your customer insights to the next level. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Education Services Group

JUNE 12, 2023

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! Sales has made promises that CSMs now have to fulfill ASAP.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

CustomerSuccessBox

MARCH 17, 2022

A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! It is a series of tasks that can be delegated to an account or a group of users at different points of their customer journey to help them adopt your product successfully. Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

Totango

OCTOBER 22, 2019

Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Proactively manage customer communications.

Best practices 49

Best practices Customer advocacy Accountability Upselling 49

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. According to a study by Walker, the customer experience is expected to overtake product and price as a company’s key brand differentiator by.

Accountability 55

Accountability Marketing B2B Personalization 55

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. 5. Advocacy Activity. 8. Net Revenue Retention Rate.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

SmartKarrot

NOVEMBER 22, 2022

Role: Director, Customer Success Location: Remote, United States Organization: iHeartMedia As a Director of Customer Success, you will work with the SVP, Digital Solutions and lead the efforts for operational excellence of the Account Management team. Continuously research and learn from best practices in the industry.

Best practices 19

Best practices Customer advocacy Government Upselling 19

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy).

Coaching 19

Coaching SaaS Customer advocacy Strategic Value 19

SmartKarrot

OCTOBER 20, 2022

This consists of running onboarding sessions, managing timelines, and ensuring the new sales wins come to fruition successfully. Account management. You’ll manage a portfolio of key customers to ensure they are successful. You’ll hold recurring meetings, handle client requests, and monitor account health.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

SmartKarrot

FEBRUARY 18, 2022

Implement best practices, process improvements, playbooks, and feedback loop to ensure the team is having consistently valuable conversations with customers. Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time.

Customer advocacy 19

Customer advocacy Best practices Accountability Coaching 19

SmartKarrot

OCTOBER 19, 2022

Building a Customer Success organization that supports customers from onboarding through renewal. Creating best-in-class processes for onboarding, training, support, engagement, and business reviews. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

NOVEMBER 15, 2021

Work closely with cross-organizational teams to prioritize customer-requested features to yield the greatest ROI. Champion customer messaging strategy to drive customer education and influence customer behaviors. Ensure customer success team is adhering to customer engagement best practices.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

SmartKarrot

SEPTEMBER 7, 2022

Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers. Establish executive-level customer relationships with the most strategic customers. Ensuring best practices across clients in line with agreed processes.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

NOVEMBER 24, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Hawke Media As a Director of Customer Success, you will establish a culture of high performance, accountability, and solutions-oriented thinking. Communicate directly with customers on assigned responsibilities and tasks.

Customer advocacy 19

Customer advocacy Upselling Accountability Best practices 19

SmartKarrot

DECEMBER 14, 2022

Role: Director of Customer Success Location: Remote, United States Organization: AffinityX As a Director of Customer Success, you will achieve channel partner support objectives by contributing information and recommendations to media plans and reviews. You will be the key point of contact for UK accounts.

Customer advocacy 19

Customer advocacy Technical Support Benchmark Coaching 19

Education Services Group

JULY 5, 2023

We’ve steered our customers into a sturdy steady state during Service, and we’re continuing to proactively check in, demonstrate value, and manage the conversations that need to happen to facilitate renewal. As trusted advisors to their customers, CSMs shouldn’t necessarily be tasked with closing these contracts.

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

SmartKarrot

APRIL 5, 2022

As an Enterprise Customer Success Director, you will build and manage trusted relationships across a small portfolio of accounts to secure the partnership and commitment to strategic customers. Work collaboratively with FullStory’s account team and executives. Role: Customer Success Manager. Apply here: [link].

Brand ambassadors 19

Brand ambassadors Customer advocacy Customer retention Enterprise 19

SmartKarrot

JANUARY 11, 2022

Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability. Focus on building and improving process efficiencies within the Customer Success team to drive exceptional Customer Experience. Achieve monthly/quarterly/annual sales goals.

Customer advocacy 19

Customer advocacy Government Metrics Accountability 19

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Through strategical thinking and analysis identify profitable strategical solutions for our customers.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

OCTOBER 20, 2021

Build strong relationships with buyers and users that drive customer satisfaction and customer advocacy. Manage customer communications and work with internal teams to address questions and requirements. Address customer escalations, concerns, and queries in a timely and accurate manner. Apply here: [link].

Customer advocacy 19

Customer advocacy Upselling SaaS Accountability 19

SmartKarrot

DECEMBER 16, 2021

Provide strategic direction on revenue expansion in accounts through cross-sell and up-sell opportunities. Build a customer advocacy program to solicit feedback and foster VP+ relationships within all Tier I accounts. Help to identify any at-risk customers and create mitigation plans to ensure their success.

Customer advocacy 19

Customer advocacy Advertising Enterprise Accountability 19

SmartKarrot

JUNE 16, 2022

Be a strategic partner to the Head of the Customer Success practice by continually innovating and improving on both the program offerings and method of how we engage to execute. Oversee the implementation and documentation of best practices across the K1 portfolio to drive impact more broadly across the portfolio.

Customer advocacy 15

Customer advocacy Best practices Government Upselling 15

Eptica

AUGUST 2, 2017

Equally, some benefits are indirect i.e. they directly benefit the customer which in turn produces an indirect benefit to the organization – such as increased loyalty or customer advocacy. You might also be interested in these posts: Transforming customer experience in local authorities. Addressing the last point.

Technology 48

Technology Benchmark Customer advocacy Metrics 48

SmartKarrot

NOVEMBER 11, 2021

Role: Senior Director, Customer Success Location: Remote, New York, NY, US Organization: Culture Amp As a Senior Director of Customer Success, you will execute and optimize the customer journey for the North America (NA) Named Accounts segments establishing a scalable strategy for driving adoption and growth across the customer base.

Customer advocacy 19

Customer advocacy Technical Support Accountability Consulting 19

SmartKarrot

AUGUST 24, 2021

Manage customer success activities, on-boarding and adoption, customer success management, renewals, cross-sell/up-sell sales leads, and customer advocacy. Utilize customer feedback and performance data to drive both true and perceived customer value. with the Product & Tech teams.

Best practices 19

Best practices Customer advocacy Education Accountability 19

SmartKarrot

APRIL 7, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

SmartKarrot

OCTOBER 13, 2022

Presenting the product roadmap, allowing for 360° feedback to make sure the products and customer expectations are consistently aligned.? As a customer advocate, you will also partner with internal teams outside of Customer Success such as Product, Sales, Support, Engineering, and Marketing.?

Customer advocacy 19

Customer advocacy Technical Support Feedback Engineering 19

SmartKarrot

SEPTEMBER 27, 2021

Role: Director of Customer Success (Nonprofit) Location: Remote, San Francisco, CA Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers. Own 50+ strategic accounts including large universities, health systems, and national nonprofit organizations.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

Education Services Group

JUNE 20, 2023

The CSM may hand these leads over to Sales or Account Management (I’ll discuss this more in my next article on the Loyalty stage of the customer journey map), or CS may be responsible for nurturing them over time. Either way, Customer Success directly influences this revenue driver during the Service phase.

Journey mapping 52

Journey mapping Government SaaS Self service 52

SmartKarrot

DECEMBER 18, 2020

Identify, manage, and optimize all customer lifecycle stages, leveraging data, and deploying a combination of self-service and white-glove interactions. Help identify infrastructure, information and engagement need to effectively drive customer advocacy across our customer segments.

Customer advocacy 10

Customer advocacy Accountability Sales Engineering 10

SmartKarrot

JUNE 11, 2021

Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. The course is led by trainers who have 60+ years of combined experience in the customer success space. For course details, click here.

Best practices 22

Best practices SaaS Accountability Education 22