Kellblog

MARCH 13, 2020

But Maria, the head of Customer Success [1], had a $2B number. Details of how things worked at Salesforce aside, I realized that the creation of Customer Success — particularly if it owned renewals — represented an opportunity to change the power structure within a software company. For example: Hunter-only.

VP of Engineering 98

VP of Engineering Customer Success Sales Recruiting Acquisition 98

ChurnZero

JUNE 26, 2020

It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Now that we’ve made compiling your RFP questions a breeze, let’s look at the most common Customer Success RFP mistakes. If so, how many do we need?

Customer Success 98

Customer Success Software Review Software Scale 98

SaaStr

APRIL 8, 2022

Companies can achieve simplicity throughout targeted customer conversion journeys by breaking down the process into three steps. Provide technical support to streamline the process. Target advertising based on the content that specific customers consumed. Establish credibility. Provide useful content. Consideration.

Development 277

Development Marketing Advertising Technical Support 277

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. The customer and the CSM cannot be spending undue time in a transacting motion for a couple of reasons: One, it’s not good for the relationship.

Retention 164

Retention VP of Engineering Sales Hiring Scale 164

Totango

MAY 22, 2020

Perhaps your business is just beginning to dip its toes into the wave of the future—or, perhaps you already have a remote Customer Success team, but recognize that there is room for improvement in their communication or operations. Best Practices for a Remote Customer Success Team. Set Your Team Up for Success.

Customer Success 63

Customer Success Telecommunications Compensation Technology 63

ChurnZero

OCTOBER 22, 2020

If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. This article will cover the reasons to give pause before undertaking the complex development of a Customer Success platform. . When it comes to customer retention, there’s business-altering revenue at risk.

Software Review 59

Software Review Technical Review Outsourcing Services Customer Success 59

CustomerSuccessBox

JANUARY 18, 2022

They do not want to be happy or feel fulfilled by being customers, they want to achieve the objectives they have when purchasing your product or service. This is where the Customer Success team comes in. But one of the major things companies fail to achieve is Customer Success at scale. Segmenting Your Customers.

Scale 52

Scale Customer Success Scaling Technical Review 52

Totango

SEPTEMBER 6, 2022

Identification of new objectives, strategies, and KPIs to measure success. The focus on value in QBR meetings makes them distinct from other types of customer meetings. QBRs don’t focus on customer technical support issues, although they may touch on technical issues as these impact customer outcomes.

Technical Review 113

Technical Review Software Review Business Scale 113

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Customer Retention. Onboarding.

Customer Success 52

Customer Success Technical Advisors Sales Technical Review 52

Intercom, Inc.

JULY 6, 2021

You could keep your team members in a single location – but that means team members working odd hours to provide technical support in different time zones. That’s why many support teams opt for locating team members in the same time zones that their customers are in, also known as a “follow the sun” approach.

Customer Support 232

Customer Support Strategy Scale Retention 232

Valuize Consulting

SEPTEMBER 30, 2024

This article explores how a holistic go-to-market (GTM) approach, including Customer Success, plays a pivotal role in driving customer satisfaction, loyalty, and long-term engagement. Conduct quarterly business reviews (QBRs) to assess the customers success metrics, discuss upcoming needs, and align on future goals.

Customer Success 52

Customer Success Strategy Azure Technical Review 52

Valuize Consulting

SEPTEMBER 30, 2024

This article explores how a holistic go-to-market (GTM) approach, including Customer Success, plays a pivotal role in driving customer satisfaction, loyalty, and long-term engagement. Consistent Communication: Establish a communication cadence that keeps customers informed and engaged without overwhelming them.

Customer Success 52

Customer Success Strategy Azure Technical Review 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 52

Customer Success Metrics Scale Customer Lifetime Value 52

Intercom, Inc.

APRIL 20, 2021

They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team. It can seem like an impossible balancing act – but customer support operations can help.

Scale 156

Scale Customer Support Scaling Headcount 156

Totango

SEPTEMBER 7, 2021

These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success. B2B customer success management requires going beyond reactive customer service to proactive teamwork promoting client success.

B2B 84

B2B Engagement Strategy B2C 84

ChurnZero

OCTOBER 20, 2020

This is a guest blog post by Sunil Joseph, VP of Customer Success at Avanoo. There has been a seismic shift in terms of how organizations are making the transition to structuring their customer teams to focus on Customer Success and Customer Service separately. Starting the Journey.

Customer Success 40

Customer Success Scale Consulting Technical Support 40

Frontegg

FEBRUARY 25, 2021

Another important focus of the PLG is the ability for the user to have an AMAZING self-service experience within the product without the need for a dedicated customer-success, technical support or an onboarding specialist to help make it happen.

Sales Hiring 98

Sales Hiring Artificial Intelligence Machine Learning Technical Support 98

User Pilot

MAY 23, 2024

Some advantages include : Anticipating problems before they occur leads to fewer complaints and better customer satisfaction. Leveraging predictive insights to offer timely tips lowers support costs. Proactive support demonstrates a commitment to customer success and improves customer loyalty.

Customer Support 104

Customer Support Social Media SaaS AI 104

User Pilot

JULY 20, 2023

Customer self-service portals are essential to save your customer service team time, provide proactive help , reduce ticket volume, and personalize the customer experience. There are 13 customer self-service tools to create help centers like a pro, and they include: Userpilot for customer success teams.

AI Search 98

AI Search AI Scale Pricing 98

SaaStr

AUGUST 5, 2019

So in the early days we will put together a sales team, get very excited about selling deals, and then we didn’t focus on onboarding, we didn’t focus on customer success. And so we ended up losing a lot of customers because even though the promise was exciting, there was nothing that came around and actualize that promise.

Sales Recruiting 203

Sales Recruiting Construction Scale SaaS 203

ChurnZero

AUGUST 25, 2020

Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . Nick Mehta, Gainsight Nick ( @nrmehta )is CEO of Gainsight , the Customer Success company.

Scale 69

Scale Technical Review Venture Capital Software Review 69

User Pilot

MARCH 7, 2024

Free tools offer basic functionalities but are limited in different aspects like customizations, technical support , and integrations with other apps. Paid tools come at a significant cost but offer more advanced features, dedicated support, and more app integrations. Enterprise.

Social Media 105

Social Media AI Search Mobile AI 105

CustomerSuccessBox

AUGUST 31, 2021

The customer experience starts right from the moment they decide to purchase the product, if not before. If the product configuration is a complex process, it is owned by the Customer Success managers who take full responsibility for getting the customer onboard. High Touch Post Onboarding.

Engagement 59

Engagement Payment Methods SaaS Payments Scale 59

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). An account manager is, usually, the single point of contact between the company and the customer. What is the difference between an account manager and a customer success manager?

Management 52

Management Customer Lifetime Value Customer Success Outsourced Development 52

User Pilot

MAY 8, 2024

Support : timely and effective help and assistance, including customer service , technical support, and resources for troubleshooting. Customization : flexible solutions that can be tailored to their unique workflows and changing business needs. How to identify customer needs?

SaaS Payments 105

SaaS Payments Payment Solutions Payment Services Payments 105

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success.

SaaS Payments 71

SaaS Payments Scale Payments Payment Solutions 71

Valuize Consulting

SEPTEMBER 16, 2024

Frustration mounts, and despite the efforts of customer service teams, the damage compounds. The customer feels let down, and the likelihood of renewal or upselling plummets. Sales, Services, Product and Customer Success teams focus on their individual goals, rather than the customer’s overall experience.

Management 52

Management Underperforming Technical Team Technical Review Customer Success 52

FastSpring

SEPTEMBER 16, 2022

But our customer relationships can also be strengthened by giving members additional access to those of us at FastSpring. FastSpring already offers a diverse, responsive support team for customers and their buyers, and we have customer success managers for some of our customers with particularly large or complex businesses.

SaaS Payments 148

SaaS Payments Payment Solutions Merchant Services Software Review 148

Frontegg

FEBRUARY 25, 2021

Another important focus of the PLG is the ability for the user to have an AMAZING self-service experience within the product without the need for a dedicated customer-success, technical support or an onboarding specialist to help make it happen.

Sales Hiring 71

Sales Hiring Artificial Intelligence Machine Learning Technical Support 71

User Pilot

AUGUST 28, 2024

For instance, a customer onboarding coordinator at a game company might prioritize creating engaging first-time experiences for new players, while one at an ed-tech company might focus on ensuring smooth access to learning materials and providing technical support to students and educators.

Onboarding 52

Onboarding Technical Review Sales Recruiting Sales Hiring 52

SmartKarrot

MAY 17, 2023

Role: Customer Success Specialist Location: Illinois, United States (Hybrid) Organization: RedMane Technology LLC As a Customer Success Specialist, you’ll giving clients support and guidance using mCase. Create campaigns with numerous customers in mind using digital activities and touchpoints.

Customer Success 19

Customer Success Sales Recruiting Technical Review Technical Support 19

SmartKarrot

NOVEMBER 14, 2022

Role: Director of Customer Success Location: Cambridge, MA, United States (On-site) Organization: Volta Labs, Inc. Establish both leading and lagging KPIs to enhance customer advocacy. Remain on top of customer news and new features, and use insights in every meeting to obtain growth. Apply here: [link].

Customer Success 19

Customer Success Merchant Services Scale Sales Hiring 19

SmartKarrot

NOVEMBER 22, 2021

Role: Customer Success Manager Location: Remote, Houston, TX, US Organization: SpaceQuant As a Customer Success Manager, you will stay up to date with current and prospective customers. Perform analysis of real estate properties for customers utilizing the industry-leading technology.

Customer Success 19

Customer Success Technical Review Consulting Technical Support 19

SmartKarrot

JUNE 22, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Measure and improve customer success KPIs.

Customer Success 19

Customer Success Sales Recruiting Technical Review Technical Support 19

SmartKarrot

FEBRUARY 15, 2022

Role: Senior Director of Customer Success Location: Minneapolis–Saint Paul, MN, US Organization: Patterson Companies, Inc. Build and lead a team of onboarding, customer training, and account management professionals. Build and lead a team of onboarding, customer training, and account management professionals.

Customer Success 19

Customer Success Technical Advisors Sales Hiring Scale 19