ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. 1:1 meetings, executive fireside chats, and customer showcases.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

ClientSuccess

DECEMBER 5, 2022

Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed. Even in the beginning stages of a business, it’s important to create an early customer advocacy CAB. finding and managing a core customer base. Happy CAB-ing!

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Amity

DECEMBER 21, 2017

6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. How to Nail a Customer Meeting (Before, During, and After). How to Prepare for a Customer Success Interview by guest writer Maranda Dziekonski.

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

CustomerSuccessBox

MARCH 17, 2022

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. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! The meeting’s co-host is Champion.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . Meetings, haha! I’m just kidding. That’s it. .

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

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

Nicereply

JUNE 21, 2021

As live chat and text become more popular channels within customer service, response expectations are increasing. A one-hour response time may be acceptable with emails, but with a real-time communication channel, they need to be seconds or minutes to meet customer demands. Checking in during one-on-one meetings.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Totango

OCTOBER 22, 2019

This way, you can spot customers who stay within the onboarding period too long. You can also watch KPIs that indicate a customer is not seeing their desired value, such as infrequent use of specific features. . Goals to focus on: Meeting timelines to ensure onboarding progress stays on track. Currently onboarding customers .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

Education Services Group

JUNE 12, 2023

Not everyone does it exactly like this, but we’ve seen many a customer journey map in all our years helping businesses build them. While there is no universally accepted, one-size-fits-all model for the journey, we’ve divided it into the five stages that broadly fit CS best practices the most.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

CustomerSuccessBox

MAY 31, 2021

And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. Essential Responsibilities of Customer Success Managers. Onboarding Customers. Or are they delivering success remotely over phone calls and video meets?

Management 52

Management SaaS Customer advocacy Accountability 52

ChurnZero

MAY 12, 2020

Value Realized caters to individual contributors, managers, directors and leadership in the field by providing thoughtful insight and context on how professionals deliver more value to their customers. Notable Episode: Episode 10 – Successful Change Management in Customer Success. .

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. But you have to have these meetings, you have to, at least once a month, talk about lost deals too, and you have to have all three [executives] come to these meetings. Jessica Jurmann , Director of Customer Success, G2.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

SmartKarrot

NOVEMBER 22, 2022

Consistently meet targets for customer satisfaction, issue resolution, cross/up-sell, and the economics of customer care organization. You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed. and Customer Advocacy.

Best practices 19

Best practices Customer advocacy Government Upselling 19

inSided

SEPTEMBER 22, 2022

Engagement : Reach even those customers that are not showing up to your QBRs or have requested to not have monthly meetings by allowing them to self-serve the information they need through sharing it on your Customer Community.

Education 59

Education SaaS Accountability Best practices 59

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

OCTOBER 20, 2022

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. Strive to increase product adoption, retention and overall customer satisfaction.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. We haven’t applied different surveys to different customer segments and we haven’t used the surveys for any other parts of the business.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Totango

OCTOBER 29, 2019

They should be quick to understand customer needs and how your product can meet them. . Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. And the best CS teams main priorities include : Product adoption. Customer advocacy.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

SmartKarrot

DECEMBER 14, 2022

Identify customer service trends and system or standard operating procedures improvements and implement change. Assist in meeting channel partner financial and KPI objectives through remote support and occasional in-market support. Support business readiness and change & communications management activities. Apply here: [link].

Customer advocacy 19

Customer advocacy Technical Support Benchmark Coaching 19

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

OCTOBER 13, 2022

Manage team of coordinators to ensure client reporting packages, meeting agendas/minutes, and issue log are handled timely and appropriately. 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 Education 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

SmartKarrot

APRIL 7, 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. Role: Senior Director, Customer Success. Drive strategy of land and expand within the customer base. Role: Customer Success Manager.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

SmartKarrot

OCTOBER 20, 2021

Build strong relationships with buyers and users that drive customer satisfaction and customer advocacy. Manage customer communications and work with internal teams to address questions and requirements. Address customer escalations, concerns, and queries in a timely and accurate manner. Onboarding new customers.

Customer advocacy 19

Customer advocacy Upselling SaaS Accountability 19

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability.

Customer advocacy 19

Customer advocacy Government Accountability Metrics 19

SmartKarrot

SEPTEMBER 27, 2021

Develop relevant content related to data-driven fundraising best practices. Drive customer advocacy in the form of case studies, testimonials, and referrals. Liaise with internal stakeholders and external vendors to ensure deliverables meet requirements. Build relationships and maintain the health of your accounts.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

SmartKarrot

DECEMBER 16, 2021

Build a customer advocacy program to solicit feedback and foster VP+ relationships within all Tier I accounts. Consistent development of their team by leading and modeling the best practices for managing the customer journey. Meet or exceed the retention and expansion targets of the High-Touch segment.

Customer advocacy 19

Customer advocacy Advertising Enterprise Accountability 19

Education Services Group

JUNE 15, 2022

I’ve never seen a company that has really happy and thrilled customers and miserable employees. I have meetings each week with employees. MW: You mentioned having meetings with employees. I don’t get to meet with every employee every week. All that really matters in terms of satisfied and engaged employees. MW: So true!

SaaS 52

SaaS Management Best practices Customer advocacy 52

SmartKarrot

DECEMBER 18, 2020

Identify, manage, and optimize all customer lifecycle stages, leveraging data, and deploying a combination of self-service and white-glove interactions. Help identify infrastructure, information and engagement need to effectively drive customer advocacy across our customer segments.

Customer advocacy 10

Customer advocacy Accountability Sales Engineering 10

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

DECEMBER 2, 2021

When you do not opt for playbook automation, you might as well be ruining your chances of customer success. Cannot explicitly leverage best practices guide . Without a customer success playbook tool, you cannot use existing best practices. With playbook tools, you can repeat customer success instances.

Best practices 10

Best practices Customer advocacy Accountability Upselling 10

Education Services Group

JUNE 20, 2023

In this middle segment, you likely have a lot of asynchronous processes: support cycles, EBR meetings, executive engagement series, program governance…really any activity that’s part of business as usual belongs here. Here, you’re also identifying and mitigating risk. Perform the regular touchpoints, and address support escalations.

Journey mapping 52

Journey mapping Government SaaS Self service 52

Education Services Group

JUNE 1, 2023

In Consideration, we’re using that information to discover which of our products and/or services will best meet their needs. What their pain points are and what the stakes are if they don’t solve them.

Journey mapping 52

Journey mapping Engineering Sales Consulting 52

SmartKarrot

MAY 18, 2021

Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: TapCloud As a Vice President of Customer Success, you will drive Customer Success outcomes through customer advocacy, product adoption, and customer satisfaction. Apply here: [link] .

Enterprise 10

Enterprise Customer advocacy Best practices Sales 10

Influitive

OCTOBER 11, 2015

Building customer engagement & advocacy throughout the customer lifecycle. First, you need a consistent way to connect with your customers. Try crowdsourcing tips and suggestions from your advocates to create a best practices user’s guide to share with your new customers.

B2B 111

B2B Marketing Best practices Feedback 111

SmartKarrot

FEBRUARY 8, 2021

Develops deep relationships with a wide range of partners at the customers (from executives to project managers), learn what their most important strategic priorities are, and ensures we deliver these outcomes. Create and accelerate customer’s growth plans. Conduct business reviews and goal-setting meetings. Apply here: [link].

Consulting 10

Consulting Consulting Upselling Customer advocacy 10

CSM Practice

JANUARY 17, 2017

In this scenario, the CSM helps the client solve related business challenges, suggest new processes, advise on industry best practices, and become the client’s internal advocate. Many SaaS clients have been conditioned to expect the Customer Success Manager to react much faster (if not immediately), when major problems occur.

SaaS 40

SaaS Accountability Metrics Enterprise 40