Education Services Group

JULY 5, 2023

The role of CSMs in revenue generation Customer Success Managers are perfectly positioned to discover and develop these leads, but not everyone does it this way. Customer Success leaders know they need to prove their team’s impact on metrics like Net Revenue Retention (NRR).

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. The good news is that drawing on the experience from other maturity models, we identified a few best practices.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Is it retention, expansion, advocacy, product feedback, or service delivery?

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

JANUARY 28, 2021

Manage a team of regional Customer Success Managers in the UK and the US. Continually improving the effective running of Customer Success – the playbook, metrics, tooling and templates with an eye on automation. Maintain loyal relationships with key stakeholders and daily contacts within the assigned customer portfolio.

Upselling 10

Upselling Customer advocacy Enterprise Accountability 10

SmartKarrot

DECEMBER 20, 2021

Drive customer advocacy in the form of case studies, testimonials, and referrals. Be the voice of the customer internally, including feeding customer priorities into the Product team (issues and enhancements). Maintain existing customer success metrics and data as directed.

Customer advocacy 3

Customer advocacy Best practices Government Engineering 3

SmartKarrot

JUNE 24, 2022

Develop and publish content on best practices, case studies, and benchmarks. Revamp customer experiences by catering to stakeholder personas and providing consultative thought leadership through workshops, training sessions, and rich content. Improve churn rates and net MRR $ Retention across all the customers.

Customer advocacy 3

Customer advocacy Benchmark outsourcing Accountability 3

SmartKarrot

AUGUST 4, 2020

They do that by referring to the marketing and sales materials such as case studies, reviews, and testimonials. When you see a strong customer success leader who wreathes a stern connection with the cross-departments as well, there is a warm path to product development. Develops well-built customer rapport. Final Take.

Journey mapping 10

Journey mapping SaaS Customer advocacy B2B 10

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. Be proactive.

Upselling 52

Upselling Feedback Customer advocacy B2B 52