SmartKarrot

OCTOBER 7, 2021

Apply here: [link] Role: Customer Success Director Location: Remote, San Francisco, CA, US Organization: MURAL As a Customer Success Director, you will manage a team of CSMs and ensure they are driving adoption and growth within their portfolio of accounts.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Brian Hoffman , Account Executive, ChurnZero.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Education Services Group

MAY 13, 2020

If we went back in time ten or twenty years, before Customer Success was commonplace, we’d likely see one of two organizations owning the customer relationship post-sale, serving as the ‘trusted advisor’ to the customer. We may see Account Managers within the sales organization owning that relationship.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

SmartKarrot

AUGUST 3, 2021

Build processes for customer success, including but not limited to those around customer satisfaction, customer support, and sales operations. Increase renewal rates and customer retention via the CSM team. Utilise available systems to ensure customer interactions are followed up promptly and workflow is managed.

Benchmark 10

Benchmark Customer advocacy Customer retention Education 10

SmartKarrot

DECEMBER 14, 2020

Manage relationships with Area Leadership, primarily Customer Service/Customer Experience Managers and Area Vice Presidents, to drive customer service, customer engagement, and customer retention programs through the Areas.

Customer advocacy 10

Customer advocacy Customer retention Education Best practices 10

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Create a Customer Advocacy program with assigned customers.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

ChurnZero

DECEMBER 20, 2019

Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome. It is important to align the goal of long-term customer retention across the company as it is the crux of continuous company growth. The best and worst customers get enough attention.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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

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. Loyalty overlaps with Service a little when it comes to expansion and growth.

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

Education Services Group

JUNE 12, 2023

So, this part isn’t about the product’s long-term value; it’s about getting to the first great experience and making sure the customer feels confident and happy with your solution as fast as possible. You’ll benefit from any change management work you’ve been able to achieve in earlier stages.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Bhavika Kochhar.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

NOVEMBER 6, 2020

Enable customer success throughout Lionbridge by partnering closely with the Sales, Marketing, and Product teams to develop strategies that align with our customers’ key objectives. Always driving customer satisfaction, retention, and advocacy. Maintain a trusted advisor relationship with each assigned client.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Taking immense pride in the idea of educating the world’s SaaS leaders on Customer Success, Todd knows exactly what a company needs to be successful.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

AUGUST 7, 2020

This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers. The customer success team helps the client achieve value from the product and facilitates product adoption. This results in loyalty and therefore long-term customer retention.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

MAY 29, 2020

To impress you as a customer, the brand will do its best to enlighten you with the best of plausible answers as well as offer you tempting services. They will inquire more about your needs and then educate you on the uses and advantages of those products or services. Customer retention is yet another factor that massively counts.

SaaS 10

SaaS Management Customer retention Advertising 10

SmartKarrot

JANUARY 19, 2022

Work closely with your commercial team counterparts to identify business goal opportunities and develop account strategy. Successfully onboard new customers delivering ‘go-live’ dates on time. Maximize customer retention by providing excellent customer service, product knowledge and driving best practice.

Customer advocacy 3

Customer advocacy Benchmark Call Center Coaching 3

SmartKarrot

SEPTEMBER 30, 2021

Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement, renewal forecasting, and account opportunities. May partner with the account manager to identify client business issues and provide solutions.

Customer advocacy 3

Customer advocacy Engineering Accountability Coaching 3

SmartKarrot

AUGUST 7, 2020

This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers. The customer success team helps the client achieve value from the product and facilitates product adoption. This results in loyalty and therefore long-term customer retention.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

ProProfs Blog

DECEMBER 18, 2019

These tools work on the data that is collected via live chat history, ticket generation, customer queries, effective solutions to measure customer success. . #5. Improve Customer Retention. When customers have a problem with your products/services, they report it. Boost Customer Recovery.

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

SmartKarrot

OCTOBER 13, 2022

However, many companies have different strategies and approaches when it comes to who should own/lead account expansion and how involved CSMs should be. The best lifecycle stage for an account to upsell and cross-sell to customers. Customer Success. What do you mean by the term expansion revenue in B2B SaaS?

Accountability 10

Accountability Management Upselling Customer advocacy 10

Education Services Group

MARCH 31, 2022

Speakers: Sara Bochino , Vice President of Customer Success at talech , Ari Hoffman, Global Director of Customer Advocacy at Crowdvocate and Megan Macaluso , Sr. Director of Customer Success Strategy at Convercent. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar.

Customer advocacy 52

Customer advocacy CRM Accountability Marketing 52

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

Education Services Group

MARCH 15, 2023

A VoC strategy that reinforces this system through closed-loop feedback dramatically improves customer retention rates and NPS scores. Not effectively following through on customer feedback has negative repercussions and can increase customer churn rates by at least 2.1% Who is accountable for these changes?

Feedback 52

Feedback Surveys Customer retention Customer centricity 52

ProProfs Blog

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. in the wake of a crisis. Product or Company Updates.

Customer Service 128

Customer Service Customer Support Education Feedback 128

Education Services Group

MAY 15, 2023

Sales gains a deeper understanding of what makes a successful customer, and, depending on the setup, CS can cultivate stronger leads for Sales to pursue. CS might even be responsible for passing warm leads to Sales from current customers either through happy customer referrals or in the form of current accounts with growth potential.

Sales 52

Sales Customer Experience Accountability Management 52

SmartKarrot

JULY 8, 2020

G: Getting the employees involved and letting them know, R: the Relevance of their role as they become, A: Accountable for the accuracy of data while implementing, C: Compassionate care within all encounters by becoming, E: Equipped with the education needed to inform people of why D: Data collection is so important.

Education 10

Education Surveys Accountability Customer Experience 10