CustomerSuccessBox

SEPTEMBER 20, 2021

how to design and build a sales & marketing growth machine, etc. Top reads: Managing Customer Success to Reduce Churn. Recommended reads: Leveraging Analytics and Data to Empower Customer Success. Intercom has an amazing blog that is dedicated to customer success. How to balance customer success and revenue in sales.

Customer centricity 64

Customer centricity SaaS Best practices Customer advocacy 64

AskNicely

SEPTEMBER 25, 2018

While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Even worse, companies that lack high-level support for NPS tend to experience both higher customer turnover and significantly lower revenue growth. Still Room For Improvement.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

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. Need we say more?

Customer advocacy 107

Customer advocacy Best practices Metrics Sales 107

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 CRM 52

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

SaaS 52

SaaS Best practices Chief Customer Officer Sales 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. eBook: 5 Ways to Surprise & Delight Your Customers.

SaaS 87

SaaS Feedback Customer advocacy Customer Experience 87

CustomerSuccessBox

MAY 9, 2022

The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions. It’s possible to improve the consumer targeting approach to better identify qualified clients for the sales funnel. Customer Success KPIs.

Metrics 52

Metrics Upselling CRM Customer advocacy 52

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 Customer Experience 40

Natalie Petouhof

AUGUST 26, 2015

Gainsight helps businesses grow faster by reducing customer churn, increasing upsell opportunities, and driving customer advocacy. Gainsight’s cloud-based product helps its clients track customers effectively throughout the customer lifecycle, monitors customer health consistently and makes companies truly customer-centric.

Sales 63

Sales Management Upselling Customer Experience 63

Influitive

OCTOBER 21, 2015

“We want to keep the relationship with the individual to help them grow their careers—and consider bringing us with them to their next job,” says Merissa Hamilton , Manager of Customer Advocacy at Marketo. . Advocate marketing programs can help employees enjoy their jobs more, and in turn, provide better service to customers.

B2B 99

B2B Marketing Customer advocacy Upselling 99

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! Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS Customer centricity 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching Consulting 52

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Watch the session: Customer Success as a Profit Center. Get Sales invested in NRR by conducting weekly deal reviews and stipulating sales commission based on Customer Success acceptance of customers.

Customer advocacy 98

Customer advocacy SaaS Sales Enterprise 98

Totango

OCTOBER 22, 2019

Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Proactively manage customer communications.

Best practices 49

Best practices Customer advocacy Feedback Upselling 49

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 Upselling Metrics 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. Q: How would you define great customer experience? Q: What has been your biggest customer experience challenge? .

Customer Experience 87

Customer Experience Surveys Feedback Sales 87

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Metrics Feedback Customer retention 49

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).

Customer advocacy 19

Customer advocacy SaaS Coaching Metrics 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

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. You find these customers by tracking customer data. . So, how do you spot your potential advocates? Accelerate Onboarding.

Customer advocacy 62

Customer advocacy Enterprise B2B Feedback 62

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 centricity Customer effort Customer advocacy 59

SmartKarrot

OCTOBER 20, 2022

Role: Customer Success Manager Location: Remote, New York, NY, US Organization: Tremendous As a Customer Success Manager, you will onboard high-value clients. This consists of running onboarding sessions, managing timelines, and ensuring the new sales wins come to fruition successfully. Account management.

Customer advocacy 19

Customer advocacy Upselling Feedback Enterprise 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.

Upselling 19

Upselling Inbound sales Customer advocacy Real estate 19

SmartKarrot

FEBRUARY 18, 2022

Implement best practices, process improvements, playbooks, and feedback loop to ensure the team is having consistently valuable conversations with customers. Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time.

Customer advocacy 19

Customer advocacy Customer retention Best practices Feedback 19

SmartKarrot

DECEMBER 14, 2022

Role: Director of Customer Success Location: Remote, United States Organization: AffinityX As a Director of Customer Success, you will achieve channel partner support objectives by contributing information and recommendations to media plans and reviews. Apply here: [link]. Apply here: [link].

Customer advocacy 19

Customer advocacy Customer Service Technical Support Benchmark 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 Upselling Coaching Customer Experience 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 Customer retention Coaching Metrics 19

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 Customer effort 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 Customer effort 52

ChurnZero

JANUARY 8, 2021

Staci Satterwhite, Chief Customer Officer, Khoros. Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. Jennifer Lovette, Senior Vice President of Customer Success, Invoca. Follow Diane on LinkedIn. .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer retention Customer Experience 98

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.

Customer Experience 52

Customer Experience Upselling Big data Sales 52

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. So how can organizations use account-based marketing and advocacy to accelerate results?

Accountability 61

Accountability Marketing B2B Customer advocacy 61

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.).

Upselling 19

Upselling Customer advocacy CRM Management 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.

Customer advocacy 19

Customer advocacy Advertising Upselling Best practices 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 Feedback Self service Employee engagement 19

SmartKarrot

NOVEMBER 24, 2022

Provide monthly agency insights on the development of best practices and processes to promote alignment, collaboration, and accountability for successful client relationships. Participate in the development and submission of customer quotations for assigned tiers following the defined process.

Customer advocacy 19

Customer advocacy Upselling Customer retention Accountability 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 Metrics Sales Accountability 19