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. Learn how to make your account-based marketing more effective with advocacy. Advocacy comes in many forms. When customers are so thrilled with your company that they’re willing to share their experiences with their peers, they’re advocating for your brand.

Accountability 61

Accountability Marketing Advertising B2B 61

Influitive

OCTOBER 21, 2015

The most powerful tool B2B marketers have in today’s hyper-connected world is genuine word of mouth from their customers—such as reviews, social media shares and recommendations. And brands that use advocate marketing programs to inspire and encourage their customers to create social proof for their products will be the ones that thrive. Advocate marketing, along with stronger customer success programs, ensures we can do that.”. A direct link between advocacy and revenue.

B2B 99

B2B Marketing Upselling Advertising 99

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. But how do you measure the effectiveness of your customer success team and their playbooks? Customer Financial Metrics. Customer Health Metrics.

Metrics 59

Metrics Upselling Customer advocacy Accountability 59

Influitive

FEBRUARY 16, 2017

In the hyper-competitive world of SaaS products, building relationships with your existing customers is just as important as acquiring new ones—if not more so, since your customers can easily jump from one product to the next if they aren’t satisfied.

Marketing 61

Marketing B2B SaaS Upselling 61

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect. Customer Success

Customer Support 106

Customer Support Customer advocacy Construction Enterprise 106

Totango

MARCH 29, 2022

Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. So how can companies get a grasp on designing and maintaining all customer journeys while taking proactive measures to scale retention and growth?

Customer advocacy 94

Customer advocacy Upselling Accountability Sales 94

AskNicely

SEPTEMBER 25, 2018

Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program. They might think it’s enough to hire a customer success manager and let that department, or marketing, lead the charge.

Benchmark 60

Benchmark Customer advocacy Upselling Feedback 60

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. Source.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Education 10

ClientSuccess

MARCH 8, 2021

Customer Success Managers (CSMs) field requests from every angle every single day. From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. Customer marketing is key.

Customer advocacy 95

Customer advocacy Upselling Marketing Sales 95

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. Source.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Education 10

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success?

Upselling 52

Upselling SaaS Customer advocacy Metrics 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. At its core, customer advocacy is when customer service teams work with customers to determine what is best for the customer and their long-term goals instead of making strategic decisions from an upsell or corporate growth standpoint.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Totango

JULY 19, 2021

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable. Upsells.

Upselling 123

Upselling Feedback Accountability Customer advocacy 123

CustomerSuccessBox

FEBRUARY 7, 2022

Regardless of whether it is a product or a service, it ultimately depends on what the customer’s needs are. If the businesses focus on giving an excellent customer experience , it surely leads to the profits they desire. Brief on customer success management software.

CRM 52

CRM Customer advocacy Upselling SaaS 52

CustomerSuccessBox

MARCH 17, 2022

You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. What is a Customer Success Playbook? Upsell Playbook.

Upselling 52

Upselling Customer advocacy SaaS B2B 52

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Customer Success and Sales are different individuals, different roles, different KPIs and deliver different values. The overlaps happen only when they communicate during handoffs and upsells.

CRM 80

CRM Upselling SaaS Customer advocacy 80

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). Upsells, Renewals, Cross-sells, etc.

Upselling 52

Upselling SaaS Customer advocacy B2B 52

CustomerSuccessBox

JULY 5, 2021

Customer Success remains a must-have strategy across all b2B SaaS companies. While it is no surprise that customer retention is key to survival in the Subscription economy and customer retention can only happen when a customer achieves success. What is Customer Success?

Upselling 52

Upselling Customer advocacy Customer retention B2B 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

CRM 66

CRM Customer Care Customer Experience Complaint resolution 66

CustomerSuccessBox

FEBRUARY 28, 2022

However, what has changed more radically is the way the technology is purchased and adopted by a customer. Undoubtedly, this change has crept into the Customer Success world as well. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

Upselling 52

Upselling SaaS Customer advocacy Sales 52

CustomerSuccessBox

MAY 16, 2022

Since you choose to read this blog, I suppose you already know the gravity of Customer Success in a B2B SaaS business. The crux of providing a great customer experience to the customer lies in maintaining great customer health throughout the entire customer lifecycle.

Upselling 52

Upselling SaaS Accountability Management 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

CRM 59

CRM Customer Care Complaint resolution Customer Experience 59

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company.

SaaS 64

SaaS B2B Consulting Consulting 64

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. While building your Customer Success framework, you should be able to: Recognize your customer personalities. Advocacy.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard.

Upselling 52

Upselling Finance CRM Customer advocacy 52

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? Influencing loyalty and customer retention. Amplifying the customer lifetime value. Client success manager and Customer Success Manager.

Accountability 52

Accountability Upselling Metrics Customer retention 52

Totango

OCTOBER 29, 2019

In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. This leads to greater customer success, which reduces churn and increases renewals. . Build Your Customer Success Team Around Key Players, Roles, and Skills. Customer advocacy.

Upselling 61

Upselling Feedback Customer advocacy Accountability 61

CustomerSuccessBox

MARCH 25, 2021

No matter what era we live in, customer retention is something that will never fade away. Let’s see the process of acquiring new customers. You’ve spent considerable time creating various marketing and sales funnels to convince your customer how your product can solve their problems.

Customer retention 52

Customer retention B2B SaaS Upselling 52

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Advocacy Hero – Affise.

Healthcare 93

Healthcare Accountability Metrics Scripts 93

Education Services Group

OCTOBER 22, 2019

If you’re trying to build out a Customer Success strategy in your business, you don’t have to start from scratch. There are a ton of resources you can take advantage of in order to set up a Customer Success department, but one of the most useful resources is right there in your own building: your marketing department. Aside from you, no one else knows your customers like your marketing team does. Your CS team can use the same channels to keep your customers happy.

Marketing 49

Marketing Upselling Customer advocacy Metrics 49

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. Essential Responsibilities of Customer Success Managers.

SaaS 52

SaaS Accountability Customer advocacy Upselling 52

Natalie Petouhof

AUGUST 26, 2015

Tweet Buyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options before selecting a vendor. Gainsight is one of the leading vendors of Customer Success Management (CSM) software. Why has Customer Success Management Become So Important?

Sales 63

Sales Upselling Management Advertising 63

CustomerSuccessBox

MARCH 10, 2022

So those businesses that believe to offer customer satisfaction, are likely to have loyal customers, repeat purchases, higher customer retention rates, and buyers who try newer products. Create better customer experiences. Customer Success Customer Success Manager

Management 52

Management SaaS Customer retention Customer advocacy 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

SmartKarrot

SEPTEMBER 2, 2022

Role: VP of Customer Success Location: Remote, Menlo Park, CA, US Organization: AutoService A.I. As a VP of Customer Success, you will onboard and guide customers to enable a seamless implementation experience. Identify critical customer challenges and advise better solutions.

Upselling 14

Upselling Customer advocacy Coaching Feedback 14

SmartKarrot

DECEMBER 2, 2022

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account.

Customer advocacy 15

Customer advocacy Upselling Accountability Coaching 15

Amity

JULY 4, 2017

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” ” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments. You can’t save a customer, and they churn.

Surveys 66

Surveys Feedback SaaS Metrics 66

SmartKarrot

NOVEMBER 22, 2022

Consistently meet targets for customer satisfaction, issue resolution, cross/up-sell, and the economics of customer care organization. Be the voice of your team to other departments and leadership – escalate issues that impact the customers or inhibit the employee’s ability to succeed.

Best practices 15

Best practices Accountability Government Customer advocacy 15

SmartKarrot

AUGUST 16, 2022

Role: Director of Customer Success Location: Cambridge, MA, US Organization: Volta Labs, Inc. As a Director of Customer Success, you will build out and lead the customer success organization that includes customer service and field applications scientists.

Upselling 13

Upselling Education Customer advocacy CRM 13

SmartKarrot

NOVEMBER 24, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Hawke Media As a Director of Customer Success, you will establish a culture of high performance, accountability, and solutions-oriented thinking.

Accountability 14

Accountability Customer advocacy Upselling Best practices 14