Kapta Customer Success

JANUARY 31, 2018

We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. A CX, Kia held chief positions at Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems. A CX Consulting.

Accountability 45

Accountability SaaS Consulting Consulting 45

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Kris Morrison, VP of Customer Success at Interact Software. Monitoring key customer events—like login activity which signified a company may still be open for business—and geolocation trends in ChurnZero.

Morale 72

Morale Education Surveys Accountability 72

CSM Practice

MAY 22, 2022

This tool or software helps you in carrying out the major processes smoothly and efficiently. . High-touch customers – The customer segment that requires a dedicated Customer Success Manager (CSM), Business Review (QBR) meetings required, etc. . Metrics can help you improve your software and provide insights into data.

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

CustomerSuccessBox

OCTOBER 26, 2021

The following points will make you understand the criticality, of the operations team for CS, better: Provides foundational execution and strategic insights to CSMs (Customer Success Managers). Manages data analytics, tech-stack for CS team, key process development, strategic planning. Helps in CS Enablement.

SaaS 52

SaaS Analytics Finance Metrics 52

Amity

FEBRUARY 15, 2017

” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? The fundamental flaw is the assumption the Customer Success Management team can determine its own proactive destiny. “You want us to do what?”

Benchmark 65

Benchmark Management Surveys Accountability 65

ChurnZero

SEPTEMBER 20, 2019

The original C-level or VP level decision makers nearly always ignore or refuse to meet with CSMs during QBR or Customer Success Plan meetings. And then you can use your team to say, where are these relationships, and use those executives to get the meeting and they request that they come to a QBR. You can keep it private.

Journey mapping 66

Journey mapping Marketing Customer retention Sales 66

ChurnZero

FEBRUARY 28, 2020

Even before pre-sales where possible, but I would definitely have your Customer Success team or manager introduced at the very beginning to be a customer advocate and track the customer experience along the way, even if they’re not directly owning the onboarding or implementation. Are these at-risk accounts?

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

CSM Practice

OCTOBER 7, 2019

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). We established that productivity is the key to being proactive since it allows the CSM to dedicate more time for tasks, proactively. QBR Slides. Internal System and Software Manual. Email Templates.

SaaS 40

SaaS Management Accountability Technology 40

ChurnZero

MARCH 11, 2020

This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Traditional product management and marketing teams tend to focus on win/loss analysis in the sales process. Some of these questions could be awkward to ask for an account or customer success manager who’s been involved in the relationship.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ChurnZero

FEBRUARY 21, 2020

Like a good dentist, Customer Success Managers are in the business of building rapport. . For example, to celebrate closing a long and challenging sales cycle, our Account Executive and his prospect-turned-customer wanted to share a beer together. Therein lies the key to fueling strong customer rapport and loyalty.

Customer retention 52

Customer retention SaaS Coaching Personalization 52

ClientSuccess

APRIL 7, 2017

Hold a QBR to Align the Team on Critical Objectives. Before we go any further, let’s clear the air: Quarterly Business Reviews (QBRs) aren’t just for sales teams. QBRs are a great way to uncover internal questions or issues and then get input from the entire department on resolutions.

Upselling 41

Upselling Best practices Sales Accountability 41

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Enter the Executive Business Review (aka Quarterly Business Review or QBR). t wears that never gave them the con?dence

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

MARCH 6, 2020

HR Technologist expands on this redefinition: “Moving shareholders down the list of priorities and putting employees higher on that list suggests a key development in corporate America: CEOs are beginning to realize the value of happier, more satisfied employees and their expectations from their companies.”. Feeling old yet?).

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

ClientSuccess

APRIL 18, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Identify Key Individuals, Influencers, and Contacts. ——————————————————————————————————–———. For those just joining our blog series CSM from the Trenches , welcome.

Best practices 48

Best practices Accountability SaaS Metrics 48

ChurnZero

MARCH 20, 2020

The recent evolution of Customer Success, compounded by its intersection (and overlap) with more established functions, such as Account Management and Customer Support, creates an ambiguous amalgam of desired skills and competencies—turning idealized moderation into a murky mix. . Are Customer Success Managers no different?

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

ChurnZero

FEBRUARY 26, 2021

Amanda cautions that when Customer Success owns the renewal some of the time, but not all of the time – like if an account has expansion, then an Account Executive owns it; but if it doesn’t, then a CSM owns it – the system breaks down and that’s when friction begins to materialize. Give Product thematic feedback, not anecdotes.

Management 59

Management Feedback Sales SaaS 59

Amity

MARCH 13, 2017

Whenever a new product or feature is launched, most customer success managers will attempt to either send out a personal email or schedule a training session with their customers to educate them about how to use the new module. Key takeaways. Be proactive around product updates. Expand your definition of customer success.

Education 57

Education Consulting Consulting Metrics 57

CSM Practice

MARCH 13, 2017

Whenever a new product or feature is launched, most customer success managers will attempt to either send out a personal email or schedule a training session with their customers to educate them about how to use the new module. Key takeaways. Changes: Be proactive around product updates. Getting Started: Onboarding.

Education 49

Education Consulting Consulting Accountability 49

ChurnZero

APRIL 3, 2020

Enter the Executive Business Review (EBR)—aka the Quarterly Business Review (QBR). With the changing landscape, now more than ever, having meaningful and relevant conversations about your customer’s challenges and goals will be key to your company’s success. New ChurnZero Resource: How to Sell Customer Success Software to the C-Suite.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

ChurnZero

AUGUST 27, 2021

Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. Some of the key touchpoints include onboarding and renewal. QBRs are a well-established practice across Customer Success teams. PandaDoc CSMs ??cut

Metrics 98

Metrics Upselling B2B Accountability 98

ChurnZero

DECEMBER 16, 2022

Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T. I worked with one organization where the CEO and the others recognized that the importance of the impact of the software as well as the price tag they were paying made this a huge priority.

Metrics 98

Metrics Journey mapping Sales Accountability 98

ChurnZero

AUGUST 27, 2021

Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. Some of the key touchpoints include onboarding and renewal. QBRs are a well-established practice across Customer Success teams.

Metrics 52

Metrics Upselling B2B Accountability 52

SmartKarrot

JULY 14, 2022

Oversee team culture building and performance management (e.g. Work closely with the VP, Customer Experience to manage the day-to-day and longer-term strategic needs of the CX team. Manage, support, and grow a team of talented Customer Success Managers. Own on-boarding, account management, renewals and health KPIs.

Education 3

Education Benchmark Upselling Best practices 3

ChurnZero

MARCH 13, 2020

Rethinking the Quarterly Business Review (QBR). Convening in a meeting room chock-full of Customer Success Managers, we pondered the purpose of the arguably antiquated QBR. The industry feels like they have to conduct QBRs.”. Once QBRs become a metric, they become less meaningful.”.

Metrics 59

Metrics Consulting Consulting Coaching 59

Totango

SEPTEMBER 9, 2022

How to Make Your QBR Meeting Agenda Count. A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to assess the health of their business and your relationship, discuss their future goals and plans, and strategize how you can deliver more value to them. What Is a QBR Meeting?

Best practices 18

Best practices Benchmark Metrics B2B 18

SmartKarrot

OCTOBER 28, 2022

What is Strategic Account Management? This approach is called strategic account management for enterprises (also known as key account management). The Responsibility of Strategic Account Manager. Imagine that you run a thriving software business with hundreds of customers.

Accountability 10

Accountability Management Upselling B2B 10

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. ” As New York Magazine shares , during a postmortem, a Microsoft employee attributed Clippy’s fatal flaw to being “optimized for first use”—only taking into account novice Microsoft users. Enter the Executive Business Review (aka Quarterly Business Review or QBR).

Education 52

Education Upselling Personalization Finance 52