Beyond Philosophy

MAY 31, 2016

Employees are at least as important as other aspects of customer management in optimizing benefits for customers. They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Before the ink dries on the sales contract, the groundwork for risk mitigation should commence.

Accountability 10

Accountability Management Customer advocacy Customer centricity 10

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

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. Not all customers are made equal.

Accountability 10

Accountability Management Best practices Customer advocacy 10

Nicereply

FEBRUARY 2, 2024

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites.

Education 59

Education Accountability Customer retention Journey mapping 59

Beyond Philosophy

SEPTEMBER 6, 2016

Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.” showed that 80% of companies spend too much of their marketing budget on customer acquisition. Professor Payne cites five reasons: 1.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Totango

DECEMBER 6, 2021

Older approaches viewed the customer journey from the perspective of the seller, visualizing the customer experience as a linear progression toward sales conversion using the image of a funnel channeling prospects toward sales. Conventional customer success approaches had used digital technology on a limited scale.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

CustomerSuccessBox

SEPTEMBER 30, 2021

Why Attend: Customers are at various stages of life cycle, adoption, maturity, plans and even expectation. Knowing what is the best action plan to drive customer success for each account takes years of experience and understanding. Webinar 4- Customer Success Strategy for an Economic Downturn. Key Takeaways.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

CustomerSuccessBox

JUNE 24, 2022

Covering some solid customer success strategies that can help elevate the customer retention process of your SaaS business thereby reducing churn and increasing the recurring revenue. Why you should invest in Customer Success? Customer Success is a core growth driver. Number one growth driver. Monitoring User Engagement.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. What Is Customer Success?

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

Amity

DECEMBER 21, 2017

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. Here are some pieces around aligning Customer Success and other teams.

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

CustomerSuccessBox

FEBRUARY 28, 2022

Both the models (customer engagement and customer success), focus on a customer’s journey before acquisition through customer advocacy. Customer Success is all-encompassing and covers customer engagement under its umbrella. LAER model in Customer Success. Who owns the model?

Upselling 52

Upselling Customer advocacy SaaS Education 52

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

CustomerSuccessBox

DECEMBER 13, 2021

The key users are trained on how to access and utilize the resources that are available to them from our company, user community, support desk, knowledge base, customer success manager, and Other programs are meant to provide ongoing elements of engagement and support. In some cases, it can even cause early termination by a customer.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

CustomerSuccessBox

APRIL 11, 2019

So this got me thinking about what should be the Customer Success Tech Maturity Model. Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. Sales delivers customer acquisition vs. Customer Success delivers product adoption + retention + upsell.

Upselling 80

Upselling CRM SaaS Customer advocacy 80

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

CustomerSuccessBox

MARCH 17, 2022

Customer Success playbooks are one approach to accomplish this. What is a Customer Success Playbook? A playbook is a set of actions, next moves, and strategic things that Customer Success Managers (CSMs) can use to assist clients in achieving a scalable goal or aim. What should be included in a Customer Success playbook?

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 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. 4. Engagement Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. With more complex metrics, you can take your customer insights to the next level.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Education Services Group

MAY 13, 2020

Regardless of your organizational structure – whether CS rolls up to sales, operations, or you have your own discreet organization within the business, it is critical to demonstrate how CS influences growth and impacts costs. We may see Account Managers within the sales organization owning that relationship.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success was initially used only when a customer was about to churn. It wasn’t deployed to manage each and every customer relationship. Recently, the role of a Customer Success Manager (CSM) has become indispensable to nearly every SaaS company. Customer Success drives exponential growth.

Upselling 52

Upselling SaaS Customer advocacy B2B 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. 4. Engagement Activity.

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. 4. Engagement Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 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. 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

DECEMBER 2, 2022

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account. Support clients and resolve their issues.

Customer advocacy 19

Customer advocacy Upselling Accountability Coaching 19

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

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Establish both leading and lagging KPIs to enhance customer advocacy.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

JULY 8, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Insurity As a Director of Customer Success, you will be responsible for the management of the customer success function for the US Market for the Geospatial Analytics Product Suite. Onboard, train, and partner with customers.

Upselling 19

Upselling Customer advocacy Government Accountability 19

Mindtouch

APRIL 23, 2018

And the future of enterprise depends on actionable insights to deliver proactive support throughout the entire customer journey. These give us the why , how , what , and where your customers are looking to be served. Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

SmartKarrot

OCTOBER 19, 2022

Building a Customer Success organization that supports customers from onboarding through renewal. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Drive growth by attaining a deep understanding of client needs and identifying opportunities for account expansion and service diversification.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 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. Overall management of the operational aspects of client legal teams.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 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 Customer advocacy SaaS Strategic Value 19

SmartKarrot

APRIL 14, 2023

Role: Customer Success Manager Location: London Area, United Kingdom (Hybrid) Organization: ContractPodAi As a Customer Success Manager, you’ll establish the strategy framework, guidance, and oversight for how ContractPodAi collaborates with its clients. Develop and implement a post-sale success management strategy.

Customer advocacy 15

Customer advocacy Upselling Accountability Sales 15

ChurnZero

OCTOBER 6, 2020

By leveraging ChurnZero’s Plays & Journeys, Quantum Workplace could better detect the phases of the customer journey that their clients were in. With the help of alerts, CSMs & Account Managers are also notified as customers move from one journey phase to another. Advocacy Hero – Sales Boomerang .

Banking 40

Banking SaaS Entertainment Customer advocacy 40

SmartKarrot

MAY 18, 2022

Hire, develop and retain a team of high-performing Customer Success Managers. Represent Coursera as an executive sponsor and build relationships with key customers. Drive strategy of land and expand within the customer base. Manage and own key aspects of customer advocacy such as advisory boards and NPS.

Customer advocacy 19

Customer advocacy Accountability Coaching CRM 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 Accountability Metrics 19