Groove HQ

JUNE 3, 2020

Nine real customer success strategies we use at Groove, along with templates to set them up yourself. The post 9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track) appeared first on Groove Blog.

Customer Success 107

Customer Success 107

Customer Think

NOVEMBER 8, 2022

Every customer has their own unique needs. Often, delighting the customer means extending the relationship beyond the customer success team. Or, they may just want to know that they have […].

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Customer Success Leadership 119

Customer Think

DECEMBER 27, 2022

People often mistake customer success for customer satisfaction. Customer satisfaction is a concept centered around a company’s profits. On the other hand, customer success is all about facilitating customers with the best-suited solutions that help them achieve their goals or solve certain problems.

Customer Success 80

Customer Success Facilitation Profitability 80

Customer Think

AUGUST 12, 2023

Companies with strategic customer success (CS) teams with proactive focus on expanding customer value grow much faster than companies with more traditional, reactive CS teams. vs. […]

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Customer Success Customer Value 52

Groove HQ

MARCH 13, 2019

How customer success can help you retain and acquire customers Lately, I’ve been thinking about the recent times I’ve reached out to any kind of company for support. The post Customer Success: Your Next Growth Engine appeared first on Groove Blog. All of these experiences have been pretty good.

Customer Success 94

Customer Success 94

Insightly

MAY 13, 2021

Start by working closely with your customer success team. Why you should align customer success with marketing. At this point, the account moves to a dedicated account or customer success manager. It is in marketers’ best interest to build relationships with customer success managers.

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Customer Success Marketing Acquisition CRM 93

Help Scout

MAY 20, 2021

So how can marketing teams create content and messaging to improve customer success and drive retention? In this post, we’re sharing some great examples of customer success marketing — marketing activities and features specifically designed to help existing customers be successful with your product.

Customer Success 79

Customer Success Marketing Acquisition Onboarding 79

Customer Think

JANUARY 29, 2022

SaaS organizations are increasingly growing wise to the importance of customer success (CS) programs. Not to be confused with customer experience or customer service, customer success is how businesses conceive of the long-term success of their clients, achieved through direct collaboration with themselves as software providers.

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Customer Success Customer Experience Software Software 124

Customer Think

OCTOBER 18, 2021

The Customer Success profession was born in 1996, when Vantive, a CRM vendor, realized that their system had a failure rate so high that it drove customers. I originally published today’s post on Forbes. It appeared on their site on August 23, 2021.

Customer Success 88

Customer Success Publishing CRM Customer Experience 88

SBI Growth

MAY 7, 2020

As a sales leader, you have most certainly heard the words “Customer Success,” especially if you are a sales leader for a subscription-based technology company. Some companies tout customer success as the critical driver of their growth. Many others, however,

Customer Success 141

Customer Success Sales Customer Experience B2B 141

Customer Think

OCTOBER 3, 2023

Did you know that companies that get personalization right earn 40 percent more revenue from those activities than average players? In fact, among industries in the US, transitioning to top-quartile performance in personalization would lead to more than one trillion dollars in value, according to McKinsey & Company.

Customer Success 80

Customer Success Customer Experience 80

Insightly

MAY 12, 2021

Start by working closely with your customer success team. Why you should align customer success with marketing. At this point, the account moves to a dedicated account or customer success manager. It is in marketers’ best interest to build relationships with customer success managers.

Customer Success 64

Customer Success Marketing Customer Experience Acquisition 64

Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management.

Account Management 65

Account Management Customer Success Management Communication 65

Showpad

NOVEMBER 21, 2021

It goes like this: meet with field reps, customer success managers, executives, and sales leaders to understand where their pain points are coming from and where they feel like you could move the needle. The post How Jaclyn D’Arcy at GHX Drives Sales Readiness | Building Modern Sellers Blog Series appeared first on Showpad.

Supply Chain 98

Supply Chain Healthcare Onboarding Sales 98

Sandler Training

JULY 14, 2021

The post From “Customer Service” to Customer Success: Five Powerful Behaviors that Build Loyalty appeared first on Sandler Training. Here are five powerful behaviors you can build into your account plan to support better, more profitable, and more loyal business relationships.

Customer Success 106

Customer Success Account Planning Profitability Client Relationships 106

DemandFarm

AUGUST 31, 2023

In the business world, customer success management is no longer an afterthought; it’s a necessity. Consensus across research confirms: retaining existing customers costs 5 to 25 times less than acquiring new ones. Success lies in a tailored, strategic approach to customer success management.

Key Account Management 52

Key Account Management Account Management Customer Success Management 52

SBI Growth

MARCH 17, 2021

Customer Success (CS) teams originated in the mid-1990s in response to the sky-high failure rate of large-scale Customer Relationship Management (CRM) implementations. Often having spent millions of dollars and several months implementing CRM software to manage customer contacts and interactions,

Customer Success 83

Customer Success CRM Software Software 83

SBI Growth

MARCH 19, 2020

In the short history of Customer Success, we have not seen a crisis of this magnitude. CoVid-19 is creating an unprecedented situation. Even those of us that are tenured, and have the gray hair to prove it, don’t have another.

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Customer Success Marketing Organization B2B 108

Customer Think

FEBRUARY 3, 2023

One of the most critical points in a successful customer relationship is the handoff and onboarding process between sales and customer success (CS). Many organizations don’t think enough about this transition, and as a result, the customer begins the relationship with a poor first impression.

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Onboarding Customer Success Sales Organization 64

Customer Think

FEBRUARY 21, 2023

When the relationship between customer success and product teams gets stuck, it affects everyone. Do they understand your product roadmap and know what’s coming next? Do you worry that when you raise their concerns to your product team, product isn’t listening? If you’re not […]

Customer Success 59

Customer Success Innovation 59

SmartKarrot

APRIL 7, 2020

Customer Success is a mindset that everyone in an organization will require to adapt to ensure the success of their customers and as a result, the success of the organization. Top-10-Customer-Success-Blogs.

Customer Success 12

Customer Success Customer Experience Organization Management 12

PandaDoc

APRIL 12, 2022

Customer success metrics are the bread and butter of the SaaS industry, especially when it comes to business operations. In many cases, all aspects of the business — from product expansion to feature development — revolve around customer metrics and feedback. 7 customer success metrics for SaaS. Churn Rate.

Customer Success 52

Customer Success Acquisition Customer Experience Software 52

SOAR Performance Group

JULY 20, 2022

At recent meetings of the Sales Leadership Community, Customer Success and Sales leaders discussed how to use Customer Success as a growth engine and growth accelerator in your organization. Customer […].

Customer Success 52

Customer Success Sales Leadership Leadership Meetings 52

Groove HQ

MARCH 4, 2024

Your support team makes your customers successful. Here’s how to make your support team successful. and enjoy regretting your meal choices, you’ve probably […] The post 5 Things CEOs and Founders Need to Know About Good Customer Service appeared first on Groove Blog.

Customer Success 89

Customer Success 89

Miller Heiman Group

DECEMBER 2, 2019

While sellers focus on the first two phases of the customer journey, awareness and purchase, they stop short of the implementation phase—the phase that matters most to their buyers—and the phase where customer success takes over. Customer success reps are often first to know of a customer’s business plans.

Customer Success 70

Customer Success Customer Experience Suppliers Sales 70

Customer Think

JULY 8, 2021

By now, it’s difficult to find a modern company without some kind of customer success practice. Even back in 2016, Forrester Research claimed that 72% of businesses list improving customer success as a top priority.

Customer Success 75

Customer Success 75

SBI Growth

JANUARY 28, 2020

We have launched and transformed several Customer Success teams. Typically, for new teams, the focus should be on onboarding, value messaging, and renewals. To effectively execute on this, we develop the talent profiles, build playbooks for the team, and design.

Customer Success 113

Customer Success Onboarding Management Account Management 113

Customer Think

AUGUST 12, 2021

But today, successful SaaS companies are truly built out to be customer-led. The COVID-19 pandemic has accelerated this change in cultural philosophy, and ultimately both the customer and the organization reap the benefits. Historically Software-as-a-Service (SasS) companies were led by the sales function.

Customer Success 140

Customer Success Software Software Organization 140

SBI Growth

MARCH 31, 2020

Going into 2020, Market Leaders were already counting on the majority of their revenue coming from their existing customer base. Most companies build their 2020 Revenue plans on an assumption of GDP growth, and this assumption has shifted.

Customer Success 160

Customer Success Marketing B2B Communication 160

Customer Think

DECEMBER 20, 2023

When times are tough and budgets become tighter, it can be tempting to reel back your investments across every department. You slash your marketing ad spend in half. You reduce salespeople headcount. You cut your software stack, even if it’s had a net-positive for the teams using it. Taking calculated measures like this is never […]

Customer Success 64

Customer Success Software Software Marketing 64

Customer Think

DECEMBER 20, 2023

In today’s experience-driven economy, understanding and responding to your customers’ voices is not just a nice-to-have, it’s a necessity. The “Voice of Customer” (VoC) methodology is a powerful framework that empowers you to do just that.

Customer Success 69

Customer Success 69

Customer Think

OCTOBER 18, 2023

The introduction of collaborative strategies is not only a response to changing customer expectations but also a strategic imperative. By aligning the efforts of marketing, sales, customer service, and product development, organizations can provide a consistent customer experience.

Customer Success 69

Customer Success Innovation Customer Experience Organization 69

SmartKarrot

FEBRUARY 20, 2023

Role: Director of Customer Success Location: United States (Remote) Organization: Muck Rack As a Director of Customer Success you’ll drive the greatest level of value, adoption, health, and retention for our current customers by leading the Customer Success team.

Customer Success 19

Customer Success Communication Stakeholders Construction 19

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal.

Customer Success 19

Customer Success Negotiation Stakeholders Onboarding 19

SmartKarrot

JANUARY 6, 2023

Role: Head of Customer Success Location: San Jose, CA, United States Organization: Resolve Biosciences As a Head of Customer Success, you will recruit, manage, and develop the team of CTAs and DSAs. Act as the main global technical leader for the company accountable for customer success.

Customer Success 19

Customer Success Onboarding Customer Experience Organization 19

Customer Think

FEBRUARY 13, 2024

In Software-as-a-Service (SaaS), this transition goes beyond traditional business transactions, fostering deeper, more collaborative customer relationships. Few matches truly seem to be made in heaven, but in business, the journey from simply being a vendor to becoming a true partner represents a profound shift.

Customer Success 78

Customer Success Software Software 78

SmartKarrot

FEBRUARY 12, 2021

The plethora of solutions or blogs may not be useful when it comes to gaining insight and knowledge. Here are the best insightful SaaS blogs that can help you make better decisions, solve complex issues, or understand new techniques to gain an advantage in the competitive SaaS world. The 20 Best SaaS Blogs You Must Follow.

Software 23

Software Software B2B Decision-making 23