Customer Success
A community for Customer Success teams
Discussion List
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What are the key components of a customer success program?Customer success is very different from customer support. The former is focused on understanding your customer's business and how you contribute to their success. The latter is more about your own pr… -
Where does Customer Success "live" within your organization and why?Acknowledging that Customer Success culture should ultimately span the entire organization, when we look at the Customer Success function (the folks ultimately responsible for supporting the customer… -
Who are some of the most customer-centric B2B companies?I would love to get impressions, opinions, and thoughts on who the most customer-centric B2B companies are. We are launching a CX Initiative ourselves, and we'd love to chat with other companies abo… -
Renewals Process (do you sign an agreement or just send an invoice)I am really curious about how many companies have a defined renewal process where a customer has to sign an agreement to continue their services. Basically, if they don't sign, an invoice never gets … -
Reporting & Analytics Technology Recommendations?What tool(s) are you using for going beyond basic reporting into advanced analytics and predictive data science? If Gainsight is part of your technology stack, are you using the reporting functional… -
What are the "vital behaviors" of a CSM?Does your company have a prescriptive approach to Customer Success? I'm curious to know if your org has defined a road map of key activities for CSMs to complete on a weekly, monthly, quarterly, or a… -
How are you monetizing customer success?Customer success is a key function in the subscription economy. One can argue it is the key function. It is also getting more and more recognition in all B2B business models. Successful customer succ…
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Should customer success professionals have some form of certification?Customer success is emerging as a core profession, as important as product development, sales or marketing. In such situations, one often finds a number of (potentially competing) certification progr…
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RE: Customer Success offer - how do you manage service entitlements, at a site, enterprise, etc?Working on several levels as we are monetizing our CSM offer, an Advanced level - and an Advanced Enterprise level. I'm interested in understanding how best to allocate the CSM engagements when mul… -
Defending the Customer Success team with Cross Functional Peers Questioning ValueWith pressure on all Tech Software companies to at a minimum, maintain the revenue status quo (and margins), to minimize churn and continue the upward trend in NPS, I continue to come across extended… -
The Next Level of Scaling Customer SuccessDo you have a question for me related to the webinar topic below? Please ask your questions here Any question we miss during the webinar we will be addressing here in the community following the live… -
How are customer success concepts being applied in healthcare?Customer success has become a rich discipline with its own tools, best practices and competency models. It is most common in subscription businesses, and a number of companies in healthcare and medic…
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What are the 1st Steps Towards Establishing a "Customer Success" Structure?For organizations without "Customer Success" departments, what are some easy first steps to move in that direction (versus upheaval of entire org or conflict with Sales)?
Categories
Popular Tags
- CX / Customer Experience 6
- SaaS Support Models 5
- Talent Management 4
- Service Offers 4
- Customer Training 4
- Sales 4
- Go To Market Strategy 4
- KPIs 4
- Marketing 3
- XaaS / SaaS Revenue 3
- Knowledge Management 3
- Customer Satisfaction CSAT 3
- Monetization / Pricing 2
- Metrics 2
- Customer Success 2
- Digital Transformation 2
- Digital Experience 2
- Customer Renewal 2
- Partner Program 1
- NPS 1
- survey 1
- Value Management 1
- Technology Services Product Management 1
- Product Roadmap 1
- Proactive Support 1
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