SmartKarrot

FEBRUARY 2, 2021

You start from being an Individual contributor by managing a group of customers to higher leadership positions. In the beginning a CSM must be managing 30 to 50 accounts. Customer Success Leader. Customer Success Leader is the most common next role in a career path for a customer success manager.

Chief Customer Officer 8

Chief Customer Officer Upselling Marketing Enterprise 8

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Another recommendation I’d give is to learn your audience and evaluate customers for the right level of engagement.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

MAY 26, 2022

In some cases, there is no accountability for data usage. Educational Programs: Programs and events about group problem solving, design thinking, hackathons, and such exercises can help improve the educational level in the organization. Hire the right people. This is the case with data.

Education 10

Education Analytics SaaS Surveys 10

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

Kayako

FEBRUARY 13, 2019

If you split the commercial relationship between sales and customer success, I would examine if there was a segment of your customers who would renew and organically grow a single CSM on the account vs. having two resources (sales and CSM) on the account. Very few products are built from a customer success perspective.

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. 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. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. 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. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Customer Hub linkedin twitter Why? blog linkedin twitter Why? The key is in *how* you use it.

Consulting 135

Consulting Consulting Metrics Feedback 135