Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Education Services Group

OCTOBER 22, 2019

Your CS team can replicate those segments , or at least use them as a starting point to develop their own, to customize messaging and assign CSMs. Effective Content — part of being an effective CS team is providing your customers with great content. They’ve been tailoring and creating content for your customers all along.

Marketing 49

Marketing Education Upselling Customer advocacy 49

ChurnZero

JANUARY 10, 2020

And if you’re considering the role yourself, check out our eBook: The Future CCO , for firsthand advice from industry leaders on what it takes to become a Chief Customer Officer. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . Yamini joins HubSpot from Dropbox where she was their Chief Customer Officer.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

SmartKarrot

OCTOBER 19, 2022

Building a Customer Success organization that supports customers from onboarding through renewal. Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Work with the sales team to develop in-depth analytical account plans providing input on communication strategy and usage statistics.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

OCTOBER 7, 2021

Communicate customer stories, wins, outcomes, and challenges to internal executive stakeholders and cross-functional partners. Collaborate with Sales on large-scale enterprise renewals in your portfolio. Collaborate with the Product team on how to improve the product to meet customer needs. Apply here: [link].

Upselling 19

Upselling Customer advocacy Enterprise Coaching 19

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

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

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

Education Services Group

MAY 13, 2020

Regardless of your organizational structure – whether CS rolls up to sales, operations, or you have your own discreet organization within the business, it is critical to demonstrate how CS influences growth and impacts costs. We may see Account Managers within the sales organization owning that relationship.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

Education Services Group

JUNE 12, 2023

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! Sales has made promises that CSMs now have to fulfill ASAP.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

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

SmartKarrot

AUGUST 3, 2021

Build processes for customer success, including but not limited to those around customer satisfaction, customer support, and sales operations. Increase renewal rates and customer retention via the CSM team. Demonstrate a high level of customer service and professional communication.

Benchmark 10

Benchmark Customer advocacy Customer retention Education 10

SmartKarrot

DECEMBER 14, 2020

Manage relationships with Area Leadership, primarily Customer Service/Customer Experience Managers and Area Vice Presidents, to drive customer service, customer engagement, and customer retention programs through the Areas. Create, maintain, and reinforce a trustful relationship with existing customers.

Customer advocacy 10

Customer advocacy Customer retention Education Best practices 10

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

NOVEMBER 6, 2020

Enable customer success throughout Lionbridge by partnering closely with the Sales, Marketing, and Product teams to develop strategies that align with our customers’ key objectives. Always driving customer satisfaction, retention, and advocacy. Apply here: [link].

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

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

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

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. Anika Zubair. Anita Toth. She is a growth leader who passionately follows the human-first approach.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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

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. Aaron Thompson. Irit Eizips.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

AUGUST 7, 2020

This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers. The customer success team helps the client achieve value from the product and facilitates product adoption. This results in loyalty and therefore long-term customer retention. There are almost always gaps.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

Education Services Group

MAY 15, 2023

If we’re looking at the beginning of the customer journey, one of the more crucial walls to break down is the one between Sales and Customer Success. Sales and Customer Success should work together. It all starts by building trust between CS and Sales before, during, and after the Sales to CS handoff.

Sales 52

Sales Customer Experience Accountability Management 52

ProProfs Blog

DECEMBER 18, 2019

These tools work on the data that is collected via live chat history, ticket generation, customer queries, effective solutions to measure customer success. . #5. Improve Customer Retention. When customers have a problem with your products/services, they report it. Boost Customer Recovery. Boost sales.

Customer Service 120

Customer Service Feedback Customer advocacy Surveys 120

SmartKarrot

MAY 29, 2020

Let us begin by understanding what is meant by the term customer lifecycle first. The customer lifecycle outlines the steps undertaken by a customer as they progress with the company through sales or marketing. Having said that, it draws a clear-cut picture of the customer’s journey with you. Love and Light!

SaaS 10

SaaS Management Customer retention Advertising 10

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Phillip Graham, Vice President of Customer Success & Partnerships, Hubb.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SmartKarrot

AUGUST 7, 2020

This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers. The customer success team helps the client achieve value from the product and facilitates product adoption. This results in loyalty and therefore long-term customer retention. There are almost always gaps.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

SEPTEMBER 30, 2021

Role: Customer Success Director Location: Columbus, OH, US Organization: PeopleConnect Staffing As a Customer Success Director, you will handle all pre-sales engineering, sales, and demonstrations of products to prospective clients with the insurance industry. Driving executive engagement to gain Collibra sponsorship.

Customer advocacy 3

Customer advocacy Engineering Accountability Coaching 3

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 Marketing Metrics Feedback 49

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

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

OCTOBER 13, 2022

Whether the bookings came from new clients or extensions into existing customers, sales teams are recognized and rewarded for their role in closing deals. Customers look to customer success teams as their trusted advisors. Sales brain, I suppose. Product education. Customer Advocacy Initiatives.

Accountability 10

Accountability Management Upselling Customer advocacy 10