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

aircall

FEBRUARY 23, 2017

The measure of customer engagement lies at the intersection of involvement and advocacy. Involvement pertains to customers’ active interaction with your brand, product, events, website, and content. Advocacy refers to a customer whose loyal, emotional attachment to your brand compels them to actively endorse it.

B2B 79

B2B Advertising Customer advocacy Customer retention 79

Education Services Group

MAY 13, 2020

Revenue is a hot topic in the CS world, so I sat down with Mark Stoddard, VP of Sales and Marketing at ClientSuccess, to discuss the ins and outs of tying revenue to Customer Success. CSMs own the renewal process : If you are managing the customer lifecycle appropriately, the renewal should be a natural outcome versus a sales event.

SaaS 52

SaaS Customer advocacy Technical Support Sales 52

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome. Is it retention, expansion, advocacy, product feedback, or service delivery?

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

AUGUST 3, 2021

Increase renewal rates and customer retention via the CSM team. Champion customer growth opportunities for revenue growth (up-sell/cross-sell) through involved advocacy and collaborate with account executives. Drive product adoption through 1:1 customer interactions, training sessions, events and webinars.

Benchmark 10

Benchmark Customer advocacy Customer retention Education 10

SmartKarrot

NOVEMBER 18, 2020

Inspire customer success across the Customer Success department and throughout the company, working with sales, marketing, product, and finance. Apply here: [link] Role: Director of Customer Success (US West) Location: San Francisco, CA, US Organization: Smartly.io Maximize customer retention metrics.

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 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.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8

SmartKarrot

MAY 31, 2021

Aside from this, you can also include videos in your email campaigns, website, and chat pop-ups to inform your customers about your new launches. To trigger Customer Advocacy. Now a customer who is absolutely happy with your product will not take a backseat to announce the same worldwide. Like what you are reading?

Brand ambassadors 10

Brand ambassadors Entertainment Customer advocacy Education 10

SmartKarrot

JANUARY 5, 2021

Having scaled up Gainsight from $1M in ARR to a market-leading giant, Allison has chaired several C-suites and advised founders on go-to-market strategies for their businesses. An award-winning contributor to the Oracle Marketing Cloud Blog series, Peter’s content on Customer Success is highly valued in the Customer Success community.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

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. “We’re thrilled to have Phil on board because of his expertise as a customer advocate with over 15 years of experience in the event technology space.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Influitive

APRIL 27, 2018

On Valentine’s Day this year, Nicole Dingley, Director of Customer Success at Wiley—a publishing and education technology company—gave each of her customers a gift card and asked them what it is that they love most about the company and product.

Education 68

Education Technology Best practices Customer advocacy 68

CustomerSuccessBox

DECEMBER 13, 2021

It correlates all of these, i.e. hundreds of data points and millions of tracked feature events with renewal history, to learn what really drives renewals and upsells. More and more customer success individuals are getting involved in the marketing and sales processes. Additional Resource: Customer Advocacy template.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

SmartKarrot

DECEMBER 3, 2020

This list of new year’s resolutions will help customer success managers handle their priorities well for a successful run at the customer front. With the Coronavirus pandemic that has shaken the world in 2020, it is important to look for improvements in customer retention in 2021. Create a customer-centric culture.

Management 10

Management Customer centricity Journey mapping SaaS 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.

Upselling 52

Upselling Feedback Customer advocacy B2B 52