Nicereply

FEBRUARY 2, 2024

When customers can confidently use your product to achieve their objectives, they’ll not be willing to let go of it. Businesses are increasingly understanding the value of customer success and are actively incorporating it into their business models.

Education 59

Education Accountability Customer retention Journey mapping 59

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. Account Management Vs. Customer Success. Increase customer-centered growth through expansions. Case Study: Monster. Case Study: Zoom.

Enterprise 78

Enterprise Customer centricity Accountability Customer advocacy 78

ChurnZero

APRIL 13, 2021

To help drive recurring growth the CCO must focus on initiatives such as customer prioritization, customer retention, customer loyalty, customer satisfaction, as well as improving the customer experience. Create a customer-centric culture. Looking for a new role in Customer Success? Drive change.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

GetFeedback

FEBRUARY 15, 2019

“A helpful way to do this is to create personas based on the types of customers that interact most frequently with the customer service team. If your customer personas have a name and distinct personality, you can account for different factors that would affect their experience,” says Justin B. About the guest author.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

CX Accelerator

FEBRUARY 12, 2018

VoC programs provide the intel that companies need to determine customer needs and wants, how customers value products and services so they know how to improve them, identify gaps in the customer journey and opportunities to refine processes, etc. Inform customers on how you plan to use the feedback. But that’s not all.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

CustomerSuccessBox

MARCH 10, 2022

In order to do so, you need to roll out NPS and customer satisfaction surveys and collect the reviews. For customer advocacy, write case studies, and ask for referrals! Figure out the upselling opportunities and act upon customer retention. And get alerts whenever there is a need to pay attention to their accounts.

Management 52

Management Customer retention SaaS Customer advocacy 52

Amity

MARCH 1, 2018

Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

inSided

SEPTEMBER 22, 2022

And by building those digital capabilities you will eventually offset the cost required to service each account, by being able to handle more customers with a similar or more efficient investment. A CSM is only able to handle a set amount of accounts, requests, calls, whatever per day. Ha, that look on your face. Let's explain.

Education 59

Education SaaS Accountability Best practices 59

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. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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. 6. Net Promoter Score (NPS).

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. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CustomerSuccessBox

MAY 9, 2022

With more complex metrics, you can take your customer insights to the next level. Customer churn categorization: Keeping track of the reasons for turnover gives useful insight for identifying churn risks in other accounts and reducing churn through proactive customer engagement. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Although I was studying accounting and finance at the time, I started out in sales and marketing. Tell me a little about your background?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

ProProfs Blog

AUGUST 28, 2019

What they don’t know is that failing to respond to your audience’s messages can decrease your customer advocacy by 50% while a reply can increase it by 25%. According to a study , 86% of high-value customers are more loyal to the brands that they interact with on social media. The same study found that 46.7%

Customer Support 74

Customer Support Surveys Feedback Customer advocacy 74

Amity

JULY 4, 2017

Yet, if you think you’re getting a full picture of your customer, but you’re not asking them exactly how they feel, you’re missing the point. Not only should NPS be taken into account when calculating health, but it should trigger early warnings when dropping into passive or detractor territory.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

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

OCTOBER 20, 2022

Account management. You’ll manage a portfolio of key customers to ensure they are successful. You’ll hold recurring meetings, handle client requests, and monitor account health. You’ll strategically expand relationships with the existing customers. Develop and execute on account/success plans.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

SmartKarrot

DECEMBER 14, 2022

Determine customer service requirements by maintaining contact with customers; operational and new client implementation teams; conducting surveys; benchmarking best practices; analyzing information for Quarterly Business Reviews. Improve customer service quality results by studying and evaluating processes.

Customer advocacy 19

Customer advocacy Technical Support Benchmark Coaching 19

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

SEPTEMBER 2, 2022

As a VP of Customer Success, you will onboard and guide customers to enable a seamless implementation experience. Understand every aspect of the customer business and prioritize customer needs. Build & Sustain relationships with identified accounts by becoming a trusted advisor to decision makers and executive buyers.

Upselling 19

Upselling Customer advocacy Coaching Feedback 19

SmartKarrot

FEBRUARY 17, 2022

Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (On-site) Organization: Enthuse As a Customer Success Manager, you will provide sector-leading relationship management to your portfolio of the largest accounts. Manage churn risk and identify upsell opportunities.

Customer advocacy 19

Customer advocacy Upselling B2B SaaS 19

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. Pass these leads to Marketing for case studies, testimonials, referrals, and other fun stuff that makes their lives easier.

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. Leading the Acquisition stage of the customer journey is in our bones.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

SmartKarrot

FEBRUARY 21, 2022

Partner with clients to create and deliver Case Studies that can be taken to market. Stay up to date with Customer industry trends. Seamlessly partner with internal teams (Sales, Subject Matter Experts, and Support to deliver exceptional customer experiences. Deliver QBRs that are focused on impact.

Customer advocacy 19

Customer advocacy Government Upselling Coaching 19

SmartKarrot

SEPTEMBER 27, 2021

Role: Director of Customer Success (Nonprofit) Location: Remote, San Francisco, CA Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers. Own 50+ strategic accounts including large universities, health systems, and national nonprofit organizations.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

Eptica

AUGUST 2, 2017

To help achieve this Olive Huang of Gartner gave an informative tutorial at this year’s Gartner Customer Experience & Technologies Summit , where she discussed how to build a business case for technology investments in CX. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

Tenfold - Contact Center Blog

JANUARY 17, 2018

Influencers and marketing blogs alike are all over this topic, giving tips on how to enhance Customer Experience and theories on how CX “works”. Beyond the buzz CX has been generating, studies prove that customers’ experience of your business is indeed worth a closer look. Evaluation – the prospect chooses the best option.

Customer advocacy 62

Customer advocacy Construction Upselling Marketing 62

InGenius

DECEMBER 19, 2019

Not just an exhibitor, we were excited to join our customers in several different presentation tracks and keynote sessions: Revolutionizing Salesforce Phone Integration and the Future of CTI , featuring partner Illuma Labs. You can read the full case study now.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

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

JULY 14, 2021

Apply here: [link] Role: Director, Customer Success Location: New York, NY, US Organization: Medidata Solutions As a Director of Customer Success, you will establish clear team goals/priorities in alignment with the broader Customer Success and Engagement strategy. This is a “player/coach” role by design.

Customer advocacy 10

Customer advocacy Technical Support Finance Consulting 10

aircall

JUNE 30, 2021

You should always aim to have a 100% customer retention rate, but it’s important to remember that this number depends on the industry. Based on a recent study conducted by Statista, here are the top four average customer retention rates across different industries: Retail: 63%. Provide Exclusive Rewards and Discounts.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

SmartKarrot

JANUARY 28, 2021

Continually improving the effective running of Customer Success – the playbook, metrics, tooling and templates with an eye on automation. Provide the focal point for the Sales teams in EMEA and Americas businesses to run demos, onboarding, account growth, troubleshooting and retention activities. Apply here: [link].

Upselling 10

Upselling Customer advocacy Enterprise Accountability 10

SmartKarrot

JULY 19, 2021

Apply here: [link] Role: Customer Success Manager, Team Lead Location: Centreville, VA, US Organization: Stack Overflow As a Customer Success Manager, you will be responsible for customers’ growth & success via strategic development, key stakeholder management, data insights and account leadership.

Consulting 10

Consulting Consulting Customer advocacy Education 10

SmartKarrot

DECEMBER 22, 2020

Manage a portfolio of accounts toward optimal coverage targets including a personal portfolio. Work with the customer advocacy team to develop customer-specific case studies and references to share the team’s portfolio of account’s success. This is a “player/coach” role by design.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

CSM Magazine

DECEMBER 20, 2017

At any point throughout their path to purchase, a potential customer might decide to contact you; whether it’s via submitting a form, sending a direct email or picking up the phone, but how can they do this if you’re unresponsive or your contact avenues are sparse? Response times can make or break your business.

Multi-channel support 40

Multi-channel support Engineering Customer advocacy Sales 40

SmartKarrot

JUNE 11, 2021

CCSM Level 2 curriculum focuses on refining the ability to manage multiple accounts and internal relationships. CCSM Level 3 focuses on developing skills that one needs to become a strategic customer success manager. CCSM Level 4 curriculum is based on instilling skills that drive portfolio or account expansion.

Best practices 22

Best practices SaaS Accountability Education 22

ChurnZero

DECEMBER 20, 2019

Greater collaboration between C S and Sales will result in “pods” of sales, C SMs , Consultants and Product Managers driving the expansion of target customers. Data and sentiment will help these “pods” identify advocates and quantify the benefit of greater customer advocacy. The best and worst customers get enough attention.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80