CSM Practice

MAY 22, 2022

Hence, the Customer Success framework is the foundation to design and build your aligned processes. Why is it important to design a Customer Success framework ? . The recurring revenue model of the B2B SaaS industry pushes the Customer Success teams to retain and expand the existing customer base. Key takeaways.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

Amity

MARCH 1, 2018

Similarly, a promoter is literally telling you that they get so much value out of your service that they would recommend you – this warrants looking into putting that customer through your customer advocacy playbook. DON'T Say goodbye to your customers too soon. You may lose customers if you lag.

Customer advocacy 73

Customer advocacy Surveys Upselling Feedback 73

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

Amity

JULY 4, 2017

But there’s even more you can do to power up your Customer Health Score and NPS program when you integrate a customer feedback platform with your Customer Success Platform. We’ll feature examples from the Wootric-Amity partnership. Everyone should have a stake in improving customer loyalty.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

CustomerSuccessBox

NOVEMBER 24, 2021

If you provide enough value, then you earn the right to promote your company in order to recruit new customers. In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. They are on their toes constantly to get customers to choose them over their competitors. Guy Kawasaki.

Upselling 52

Upselling Feedback Customer advocacy B2B 52

ChurnZero

OCTOBER 25, 2019

For example, tell me how did you realize that was an issue that needs solving? Q: How do you start a conversation regarding a customer’s need to establish an internal success team for your product? For example- tell me about your current technology stack? How to Get 20/20 Foresight for Your 2020 Customer Success Planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

SmartKarrot

AUGUST 7, 2020

A director of client success has to coordinate with different departments to align all of them towards customer success. Every department must participate in the effort to bring value to the customer and provide exceptional service. They help CSMs to define value for the customers and the best way to deliver it to them.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

APRIL 8, 2021

To set up a product-led customer success model, you need to base it on three pillars. Defined user journeys and clear product feature adoption flows User segments differentiated like for example- account /product based Be able to reach customers and educate them. Customer Success for Product-led Growth.

Education 10

Education Metrics Customer centricity SaaS 10

SmartKarrot

DECEMBER 2, 2021

Without a customer success playbook tool, you cannot use existing best practices. With playbook tools, you can repeat customer success instances. You can boost efficiency and repeat tasks, set triggers, and increase customer advocacy. You can understand why churn occurs with customer success playbooks.

Best practices 10

Best practices Customer advocacy Accountability Upselling 10

SmartKarrot

AUGUST 7, 2020

A director of client success has to coordinate with different departments to align all of them towards customer success. Every department must participate in the effort to bring value to the customer and provide exceptional service. They help CSMs to define value for the customers and the best way to deliver it to them.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

MARCH 14, 2022

Analyze client behavior in order to develop workflows to successfully address high-risk behavior as well as potential upsell behavior. Evaluate and potentially implement improvements to the escalation processes for customer support issues. Lead by example and with enthusiasm and compassion.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3