CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

SmartKarrot

NOVEMBER 22, 2022

Role: Director, Customer Success Location: Remote, United States Organization: iHeartMedia As a Director of Customer Success, you will work with the SVP, Digital Solutions and lead the efforts for operational excellence of the Account Management team. Continuously research and learn from best practices in the industry.

Best practices 19

Best practices Customer advocacy Government Upselling 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

Customer Guru

AUGUST 21, 2018

Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

SmartKarrot

AUGUST 16, 2022

Establish both leading and lagging KPIs to enhance customer advocacy. Work with customers to define objectives and deliverables, monitor progress, provide support, convert TAP data into assets (papers, conference proceedings, application notes, sales collateral, etc.). Conducting 1:1 consultation with customers in person.

Upselling 19

Upselling Customer advocacy Education CRM 19

SmartKarrot

NOVEMBER 15, 2021

Work closely with cross-organizational teams to prioritize customer-requested features to yield the greatest ROI. Champion customer messaging strategy to drive customer education and influence customer behaviors. Ensure customer success team is adhering to customer engagement best practices.

Real estate 19

Real estate Inbound sales Upselling Customer advocacy 19

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

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Monitoring customers’ key performance metrics and taking necessary actions to improve them.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 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. Ensuring best practices across clients in line with agreed processes.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

OCTOBER 19, 2022

Building a Customer Success organization that supports customers from onboarding through renewal. Creating best-in-class processes for onboarding, training, support, engagement, and business reviews. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

APRIL 18, 2022

Drives innovation, best practices, and process improvement. Enforce process adherence across the teams to create a consistent experience for customers and other team members. Monitor customer health to track usage and overall customer satisfaction. Apply here: [link] Role: Sr.

Advertising 19

Advertising Customer advocacy Finance Best practices 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

SmartKarrot

OCTOBER 13, 2022

Presenting the product roadmap, allowing for 360° feedback to make sure the products and customer expectations are consistently aligned.? As a customer advocate, you will also partner with internal teams outside of Customer Success such as Product, Sales, Support, Engineering, and Marketing.?

Customer advocacy 19

Customer advocacy Technical Support Feedback Engineering 19

Education Services Group

JUNE 1, 2023

In my last article, I looked closely at the first phase a prospective customer hits when they learn about your business: Awareness. Though some may lump these two stages together into a pre-Sales or pre-CS phase, it’s helpful to understand the nuances that make them different.

Journey mapping 52

Journey mapping Engineering Sales Consulting 52

SmartKarrot

AUGUST 24, 2021

Manage customer success activities, on-boarding and adoption, customer success management, renewals, cross-sell/up-sell sales leads, and customer advocacy. Utilize customer feedback and performance data to drive both true and perceived customer value. with the Product & Tech teams.

Best practices 19

Best practices Customer advocacy Education Accountability 19

SmartKarrot

NOVEMBER 11, 2021

Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement. Lead the knowledge-sharing effort derived from the voice of the customer between all departments of the company. Driving increased value, customer satisfaction, and retention.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

Education Services Group

JULY 5, 2023

The Service and Loyalty stages of the customer journey offer the perfect opportunity for CS to drive expansion by providing Sales with hot leads. As trusted advisors to their customers, CSMs shouldn’t necessarily be tasked with closing these contracts. Then, pass those leads along to Sales.

Journey mapping 52

Journey mapping Engineering Sales Enterprise 52

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Bora Lee , Team Lead, Customer Success Operations , ChurnZero

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Education Services Group

AUGUST 25, 2023

Such as if you buy anything that costs less than $5, it isn’t real money because, at that price, it’s practically free.” There’s more… You’re losing money if you don’t purchase something when it’s on sale. You’re losing money if you don’t spend enough to qualify for free shipping.

SaaS 52

SaaS Sales Journey mapping Feedback 52

Education Services Group

MARCH 27, 2023

Salesforce: State of the Connected Customer, 5th Edition ) 87% of business buyers expect sales reps to act as trusted advisors, but only 61% say they generally trust sales reps. PwC ) 88% of customers believe trust becomes more important in times of change.

Upselling 52

Upselling Big data Sales Customer Experience 52

SmartKarrot

JUNE 11, 2021

Helmed by industry CS leaders such as Todd Eby, James Scott, Andrew Marks, and Aaron Thompson, SuccessCoaching offers multiple workshops and online training programs for customer success professionals. The course is led by trainers who have 60+ years of combined experience in the customer success space. For course details, click here.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

JULY 2, 2020

The CSM should provide customers continuity throughout the entire customer lifecycle, from onboarding, implementation, training, education, support, and software updates. Partner with the Sales team to meet or exceed client revenue goals. Drive product adoption, customer success and renewals.

Customer advocacy 10

Customer advocacy Enterprise Accountability Education 10

Influitive

AUGUST 3, 2015

If prospects consider online information and opinions from peers as two of the most vital sources of information when starting the buying process, then marketing and sales teams need to leverage their customers to generate social proof for their product. Grow Your Customer Base. Social proof is the new marketing.

B2B 66

B2B Marketing B2C Education 66

SmartKarrot

MARCH 26, 2021

Hire, develop, and retain exceptional talent – including coaching team members on incremental lift studies, developing reporting practices, and creating a training curriculum to enhance the team’s skills. Collaborate with Account Management and Sales teams to align campaign structure & and reporting to deliver client business goals.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

Amity

JUNE 28, 2017

This post will explain how to calculate a CMI, how to design a comprehensive framework to combine the insights from CHS and CMI, and how to develop playbooks to address customers’ needs based on them. 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

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. Growth: Finally, identifying, tracking, and fostering potential expansion opportunities.

Journey mapping 52

Journey mapping Government SaaS Self service 52

SmartKarrot

NOVEMBER 20, 2020

Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team.

Customer advocacy 10

Customer advocacy Coaching Government Consulting 10

Education Services Group

JULY 18, 2023

As CS organizations grow, so do their areas of responsibility, and it becomes even more critical to look at the entire customer experience. Unfortunately, few Customer Success leaders have done this important work.

Journey mapping 52

Journey mapping Customer centricity Customer Experience Surveys 52

SmartKarrot

DECEMBER 14, 2020

Create, maintain, and reinforce a trustful relationship with existing customers. Lead and execute customer positive action plans through appropriate touchpoints. Collaborate with Professional Services, Sales, and Product Management to deliver the appropriate experience for LumApps’ customers.

Customer advocacy 10

Customer advocacy Customer retention Education Best practices 10

Education Services Group

JULY 11, 2022

They help you and your customer define strategy and goals and act as a guide for engagement throughout the customer lifecycle. The best Customer Success Plans include key steps for a smooth handoff between Sales and CS to kick off the relationship with a great start. There are lots of ways to create one.

Personalization 52

Personalization Sales Technology Best practices 52

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Currently, she is the Vice President of Customer Experience at Bugcrowd. Anika Zubair. contact-form-7].

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Peter Armaly. Jay Nathan.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

AUGUST 7, 2020

They have to examine the various stages of the customer journey and identify gaps in customer-facing processes. So, those gaps must be filled to ensure a stellar customer experience at every stage of the journey. Aligning and educating internal teams about the importance of customer success.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

AUGUST 7, 2020

They have to examine the various stages of the customer journey and identify gaps in customer-facing processes. So, those gaps must be filled to ensure a stellar customer experience at every stage of the journey. Aligning and educating internal teams about the importance of customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10