CSM Practice

MAY 22, 2022

Why is it important to design a Customer Success framework ? . The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. But, customer retention and expansion are no joking matter! There is no stability without a framework.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

JustCall

APRIL 5, 2023

When implemented correctly, CSM can: Preserve and increase a company’s revenue Increase customer advocacy Drive profitability as well as growth More importantly, customer success software can seamlessly integrate with your company’s existing CRM/help desk/social media management software to provide an in-depth view of the customer.

Management 52

Management CRM Analytics Customer retention 52

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. Maintain strong customer retention rates and net promoter scores aligned with corporate goals.

Customer advocacy 19

Customer advocacy Upselling Accountability Best practices 19

SmartKarrot

OCTOBER 7, 2021

Develop and implement a framework to proactively identify risks and minimize customer churn. Influence customer future lifetime value through high product adoption, customer satisfaction, and overall customer health. Identify cross-sell and upsell opportunities in order to maximize revenue from existing customers.

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

Totango

OCTOBER 22, 2019

Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Drive customer advocacy by providing a simple, effective onboarding process. Proactively manage customer communications. Paying close attention to any customer feedback. . Best practices: .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

ChurnZero

JUNE 28, 2019

If you are a Tetris player or a Customer Success Manager (CSM), you know that small actions can have huge impacts and yield unexpected results. As a Customer Success professional, you should always be thinking one step ahead. But for the feedback that does stick, your account will consider you their customer champion.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Tenfold - Contact Center Blog

JANUARY 17, 2018

In short, companies should pursue the goal of incredible CX primarily for customer retention and customer satisfaction. To ensure success as an organization, create a team that is structured and accountable to the company-wide goal of improved CX. And, more importantly, who in the company should be responsible for CX?

Customer advocacy 62

Customer advocacy Construction Upselling Marketing 62

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

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

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . The best and worst customers get enough attention.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

DECEMBER 2, 2021

Customer success playbooks help scale operations, align processes, and be aware of customer needs. Customer success playbook automation is helpful to improve customer retention. When you do not opt for playbook automation, you might as well be ruining your chances of customer success. Factors like-.

Best practices 10

Best practices Customer advocacy Accountability Upselling 10

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

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

ChurnZero

OCTOBER 25, 2019

Who in your organization is accountable for that? So, if no one is accountable for that, how likely is it to happen? To help you and your team with this arduous process, please join our panel-style webinar to hear advice on: End-of-year retention and upsell efforts. Customer Success operations planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

Totango

MARCH 29, 2022

For Hannah Strickland, a customer success manager at Incident IQ , the use of Totango and HubSpot has been a game changer for her team’s understanding of their customer accounts. Increase product adoption and identify opportunities for upsell. Grow customer advocacy and change detractors into promoters.

Customer advocacy 93

Customer advocacy Upselling Accountability Sales 93

SmartKarrot

NOVEMBER 11, 2022

Serve as a customer advocate inside the organization, helping customers receive the proper priority for resolving technical issues and building desired features. Develop and maintain customer retention programs and KPIs as well as maintain high CES and NPS scores. Apply here: [link]. Apply here: [link].

Customer advocacy 3

Customer advocacy Government Accountability Upselling 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

SmartKarrot

OCTOBER 12, 2022

But how can you assess the current state of your B2B customer experience and figure out how to effectively target and make changes so that your clients are happier and more devoted? Customer account journey for B2B organizations can help with this. . What is a customer account journey? So, let us get started.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

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. In essence, your current customers spend more than they did the previous month. You could offer them an extra set of features for the current product or service (aka an upsell).

Accountability 10

Accountability Management Upselling Customer advocacy 10

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Advocacy Hero – Affise.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

CustomerSuccessBox

DECEMBER 13, 2021

The reality is most traditional rule engines use only 1% of data to set up rules as with hundreds of data points, it is impossible for the human mind to comprehend, analyze, correlate and configure rules for Account health and alerts with accurate thresholds. Let’s get to the details…. At its core, the AI takes all of.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

CustomerSuccessBox

NOVEMBER 24, 2021

Retaining customers Improving your brand’s reputation Customer Advocacy Competitive advantage Converting potential customers into real customers. These reasons give a glimpse of why creating and proving customer value is extremely important. Build Community for your customers.

Upselling 52

Upselling Feedback Customer advocacy B2B 52