Help Scout

JUNE 15, 2021

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

Customer Experience 116

Customer Experience Customer Success Onboarding Digitalization 116

Sales Readiness Group

MARCH 28, 2023

In today's highly competitive marketplace, businesses can’t afford to take customer loyalty for granted. Every sales organization must prioritize customer success skills to build stronger relationships, differentiate themselves from the competition, and help retain clients for the long term.

Customer Success 126

Customer Success Prioritization Organization Sales 126

SBI Growth

FEBRUARY 16, 2024

Knowing who to hire and what sort of traits to foster across an organization’s talent can go a long way in creating value for customers and seeing the business returns of customer success.

Customer Success 131

Customer Success Marketing 131

Help Scout

JANUARY 27, 2022

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

Customer Success 124

Customer Success 124

Help Scout

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well. Read the full article

Customer Success 126

Customer Success Customer Value 126

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.

Customer Success 124

Customer Success Customer Experience Software Software 124

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

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 […].

Customer Success 119

Customer Success Leadership 119

Zendesk

JUNE 30, 2022

Customer success is key to business success, especially for startups that depend on retention for meeting revenue goals. For startups with a well-oiled customer success team, the opportunities for growth are immense. What is a customer success team? When to start your customer success team.

Customer Success 97

Customer Success Interpersonal Skills Leadership Investors 97

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

Customer Think

SEPTEMBER 11, 2024

The original article was posted on Eglobalis.com/blog: [link] What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel?

Customer Success 126

Customer Success Customer Experience 126

Strategic Account Management Association

SEPTEMBER 13, 2021

Examine the methodologies and frameworks that are being used to guide customers down a path to value realization. Are we putting our team in the best possible position to make our customers successful? About Dave Duke Dave is a co-founder at MetaCX.

Co-Creation 520

Co-Creation Suppliers Management Supply Chain 520

Help Scout

AUGUST 22, 2023

A 6-step guide to creating a customer success journey map, plus how to use it to help customers achieve long-term success with your product. Read the full article

Customer Success 85

Customer Success 85

Strategic Account Management Association

JUNE 22, 2021

By Roshni Patel, Customer Success Manager, Royal Ambulance. Royal Ambulance is a California-based transportation company committed to connecting patients and providers in the healthcare continuum through transportation, technology and seamless experiences.

Transportation 520

Transportation Insurance Healthcare Prioritization 520

Help Scout

AUGUST 22, 2023

These free customer success plan templates will help guide your team toward providing the best possible experience for your customers. Read the full article

Customer Success 81

Customer Success 81

SBI

JUNE 2, 2025

Customer Success (CS) has long been misunderstood as a reactive support function. But as Annie Stefano and Ray Makela discussed on a recent episode of the Sales Readiness Podcast, modern CS is a key driver of revenue growth, commercial productivity, and strategic customer expansion.

Customer Success 26

Customer Success Sales 26

SBI Growth

DECEMBER 28, 2023

Invest in creating value for your customers and your customers will become more invested in your brand in return. As a company that enjoys 97% penetration into its target market through all its various solutions, customer success and customer marketing become central to symplr’s approach to continued value creation.

Customer Success 77

Customer Success Marketing 77

Strategic Account Management Association

FEBRUARY 3, 2022

Tim Zierden, VP of Enterprise Dealer Partnerships at Cox Automotive, recently articulated to me the importance of leaning on Cox’s customer success team to uncover key insights. They’re critical,” he said. They’re our feet on the street.”. It’s in static spreadsheets no one has access to.

Account Planning 400

Account Planning Supply Chain Prioritization Digital Transformation 400

SBI Growth

OCTOBER 31, 2024

In this podcast episode hosted by Mike Hoffman, Nick Mehta, CEO of Gainsight, the two discussed Customer Success Management and the implications of involving AI. In many cases, organizations have the reached the point of requiring a reevaluation of their current go-to-market (GTM) strategies due to lack of productivity.

Customer Success 62

Customer Success Management Organization Marketing 62

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

Customer Think

SEPTEMBER 6, 2024

I’ve been in the Customer Success field for several years now, and if there’s one thing I’ve learned, it’s that data can be both a blessing and a curse. On one hand, we have more information about our customers than ever before – what they like, what they need, where they’re getting stuck. But on […]

Customer Success 64

Customer Success 64

Brooks Group

JANUARY 9, 2025

Account managers keep customer service and customer success top of mind. Essential Skills for Sales vs. Customer advocacy: Represent customer interests within your organization to secure resources and support.

Account Management 104

Account Management Management Sales Acquisition 104

Upland

APRIL 5, 2023

This means that instead of different departments working in disparate silos, every function is part of a greater whole aimed at generating mutual success. This includes, primarily, people in marketing, sales, and customer success teams. Do You Need a Revenue Team? That depends.

Account Planning 195

Account Planning Customer Success B2B Decision-making 195

Strategic Account Management Association

AUGUST 24, 2021

Passmore sums up the future for SAMs up by saying “It’s clear that the SAM plays an elevated role in this evolving world, being at the center of what is now an ecosystem, a fragmented team of marketing, customer service, customer success and analytics.

Stakeholders 520

Stakeholders Supply Chain Digitalization Shareholders 520

Account Manager Tips

JUNE 23, 2024

Discover game-changing books for B2B sales, customer success, and key account management. Level up your skills and strategies with insights from "Unsticking Deals," "The Innovative Seller," and "The Squiggly Career."

B2B 186

B2B Key Account Management Account Management Innovation 186

Brooks Group

MARCH 27, 2025

Your customer service and account management teams are an integral part of the buyer experience. Customer service skills training will help all team members find out whats causing service headaches, fix customer success challenges, identify common pitfalls, and resolve pain points.

Account Management 96

Account Management Sales Sales Training Profitability 96

Upland

JULY 3, 2023

By leveraging the power of ChatGPT alongside established sales platforms like Altify, however, organizations can unlock new opportunities to drive revenue growth and build stronger customer relationships. How can sellers and customer service use ChatGPT with Altify? Having a discovery call with a customer?

Facilitation 195

Facilitation Customer Success Innovation Customer Experience 195

SBI Growth

NOVEMBER 24, 2020

Customer Success has become the focus of many organizations and answers questions such as “how do I retain my customer?” ” And “how do I grow within my current customer base?” ” To ensure your organization is focused on the right CS.

Customer Success 146

Customer Success Organization Onboarding Customer Experience 146

Customer Think

JANUARY 24, 2022

In a world where customers have seemingly infinite options of products to choose from, earning a customer’s sustained loyalty to your product, and thereby reducing churn, has become the fuel that enables a company to out-pace the rest of its pack. Whereas customer service was once considered […].

Customer Success 105

Customer Success 105

Brooks Group

OCTOBER 14, 2024

By thoroughly understanding the customer’s situation, sales professionals can offer more relevant and effective solutions. This increases the likelihood of customer success and satisfaction. Value Articulation Craft compelling value propositions tailored to each customer.

Emotional Intelligence 84

Emotional Intelligence Negotiation Sales Training Construction 84

DemandFarm

JANUARY 12, 2025

These elements are often challenging to maintain in organizations where sales, marketing, and customer success operate in silos. This is where Revenue Operations (RevOps) comes into play, unifying these teams under a cohesive framework to drive predictable growth and enhance the customer experience.

Key Account Management 52

Key Account Management Account Management Decision-making Prioritization 52

Upland

NOVEMBER 28, 2021

Sellers repeatedly ask the same internal customer success and subject matter expert contacts for help sourcing sales references. No matter how close sellers are with their colleagues, customer success teams have other responsibilities and can’t always prioritize sourcing reference contacts. What’s the risk?

B2B 195

B2B Prioritization Customer Success Organization 195

Hubspot Sales

MARCH 26, 2025

Revenue enablement aligns sales, marketing, and customer success teams to optimize the entire revenue cycle. Revenue enablement focuses on selling, marketing, and customer success alignment with seamless communication at each touchpoint in the Customer Life Cycle with consistent messaging across.

Sales 76

Sales Customer Life Cycle CRM Decision-making 76

Upland

DECEMBER 6, 2021

For more information about discounted Drive Connect pricing for Altify customers, please don’t hesitate to contact us or reach out directly to your Altify Account Executive (AE) or Customer Success Manager (CSM). Get the most from account and opportunity planning with Google Docs.

Account Planning 195

Account Planning Account Management Organization Customer Success 195

Customer Think

JANUARY 20, 2023

However, no sales department can achieve long-term success without the cooperation of a competent and high-performance customer success program. Sales keep customers making purchases, and customer success keeps those customers happy after they do. It’s a mutually beneficial relationship.

Sales 123

Sales Customer Success Management 123

Force Management

APRIL 28, 2022

McMahon, Kaplan and their guests get real, digging into timely topics with some of the most successful business leaders in all company disciplines (i.e., Sales, Finance, Product, Engineering, Customer Success, Executive Leadership, etc.).

Finance 145

Finance Leadership Customer Success Sales 145

Upland

JUNE 7, 2023

Some form of implementation and/or customer success is integrated with the sales process at the end (for example, sharing an implementation overview and introduction to the Services and/or Customer Success teams) The sales, revenue/rev ops or sales enablement function typically “owns” the process and can improve and change it over time.

Sales 195

Sales Negotiation Decision-making CRM 195