CSM Practice

APRIL 17, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Referrals entail upsell and cross-sell opportunities your customer success team helped accomplish.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

ChurnZero

JULY 9, 2020

Customer Tenure – have they been a customer for at least nine months to a year? Product Usage – is the account above 80% license utilization with high usage across all features? CSM Sentiment – does the customer have at least a 4 out of 5 sentiment score in ChurnZero? Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

OCTOBER 30, 2020

“We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. You don’t see Customer Success making a million dollars a year, but some salespeople do,” says Mehta.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Talkdesk

AUGUST 25, 2015

The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday. From onboarding through renewal and upselling, Gotlieb said there are many stages where customers are at risk of being lost.

Chief Customer Officer 72

Chief Customer Officer call center software Benchmark Upselling 72

Amity

MAY 22, 2016

There is a plethora of information and insights out there (customer success is a very hot topic right now) to guide you in right direction. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers. If not, here is a great example from the CEO of Zuora, Tien Tzou.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Support your statement with real examples and case studies. Have case studies that include the benefits of customer success. How they achieved account growth? Show these examples and support your strategy for them around it.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

SmartKarrot

AUGUST 7, 2020

Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

FEBRUARY 9, 2022

CSMs need to know the latest trends and hacks in customer success. With that, they can bring out a change in net retention rates or NRR, expansions, cross-sells, upsells, health scores , customer satisfaction scores , NPS, and so much more. You can link customer success wins to revenue growth, thus showing profitability.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

Amity

NOVEMBER 25, 2014

We were in an emerging market and our customers weren’t really sure what to do with the product that was put in front of them. I recognized that in SaaS you had to have a more pervasive accountability to the customer. This alone should substantiate the need for a customer success role within the organization.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

AUGUST 7, 2020

Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

Amity

JULY 28, 2014

There is a plethora of information and insights out there (customer success is a very hot topic right now) to guide you in right direction. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers. If not, here is a great example from the CEO of Zuora, Tien Tzou.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

AUGUST 16, 2022

Business consultants Human resource Consultants Lawyers Accountants. QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. In a QBR meeting, customers can voice their concerns, measure their success, and scale to meet the goals they choose. Why are QBRs important?

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

ChurnZero

OCTOBER 25, 2019

For example, tell me how did you realize that was an issue that needs solving? Q: How do you start a conversation regarding a customer’s need to establish an internal success team for your product? For example- tell me about your current technology stack? Who in your organization is accountable for that? Not very likely.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JULY 2, 2021

In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples. NRR reflects your ability to retain and expand customers. GRR reflects your ability to retain customers. Example: Your business enters January with an MRR of $27,000.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Totango

OCTOBER 25, 2022

Customer success teams consist of three main functional tiers: Executives who set CS department goals and policies and coordinate with other parts of your company. Team Leaders who report to executives and supervise customer-facing team members. What Roles Are on a Customer Success Team?

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

JUNE 3, 2022

You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. That’s just an example.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. That’s just an example.

SaaS 52

SaaS B2B Upselling Metrics 52

Comm100

FEBRUARY 20, 2018

By automating simple tasks, Chatbots offer customers speeder support at a lower rate for companies. According to one report, Chatbots currently account for business cost savings of $20 million globally. Customers can get upset if they don’t feel valued or respected by an agent. How Can Chatbots Help Me Save? Drive Revenue.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

SmartKarrot

JUNE 5, 2020

Most efforts of your customers must target only that metric and on how to raise it. For example, in a customer success platform, a customer health score is something that gives you the complete picture of a customer account. Customer Success Sales.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. 2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting!

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98