In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
Customer Success Management - Incentives and CompensationGainsight
Did you know there are 7 different ways to compensate and incent Customer Success Managers? Find out which ones work in 2015 in this webinar.
Like all aspects of Customer Success Management, best practices around CSM compensation and incentives are changing; mirroring the evolving role of front-line CSMs and the strategic alignment of the Customer Success organization.
To ensure that you’re operating with the latest and greatest information, join Bernie Kassar, SVP Customer Success at Xactly, and Gainsight Chief Customer Officer Dan Steinman, as they share the best practices for CSM Compensation and Incentives for 2015.
In this webinar, you’ll learn:
1. If a variable compensation model works best for Customer Success Managers
2. Whether Customer Success Managers should be carrying Revenue – or other – Quotas
3. What the best companies are basing Customer Success Managers’ success compensation on (CSat, Revenue, Renewals, etc.)
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
What Does It Really Mean To Build A Customer Culture?Totango
Whether you call it customer centricity, customer obsession, or customer focused, putting the customer at the center of your company is the right business approach. In order to be customer centric, however, your organization must operate within a strong, pervasive customer culture that supports the business approach.
But what exactly is a customer culture and how do you build it? Review our webinar slides presented by two industry thought leaders, Claire Burge, CEO of This Is Productivity, and Omer Gotlieb, Co-founder of Totango, to learn:
- The specific cultural changes required to truly embrace customer-centricity
- The processes and systems required for customer-centric culture
- The mind-shifts individual team players need to make toward customer-centricity
For recurring revenue businesses, your business success is directly tied to your customer's success. Make sure you catch the on-demand webinar to build the right customer culture for your company.
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
Customer Success Management - Incentives and CompensationGainsight
Did you know there are 7 different ways to compensate and incent Customer Success Managers? Find out which ones work in 2015 in this webinar.
Like all aspects of Customer Success Management, best practices around CSM compensation and incentives are changing; mirroring the evolving role of front-line CSMs and the strategic alignment of the Customer Success organization.
To ensure that you’re operating with the latest and greatest information, join Bernie Kassar, SVP Customer Success at Xactly, and Gainsight Chief Customer Officer Dan Steinman, as they share the best practices for CSM Compensation and Incentives for 2015.
In this webinar, you’ll learn:
1. If a variable compensation model works best for Customer Success Managers
2. Whether Customer Success Managers should be carrying Revenue – or other – Quotas
3. What the best companies are basing Customer Success Managers’ success compensation on (CSat, Revenue, Renewals, etc.)
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
What Does It Really Mean To Build A Customer Culture?Totango
Whether you call it customer centricity, customer obsession, or customer focused, putting the customer at the center of your company is the right business approach. In order to be customer centric, however, your organization must operate within a strong, pervasive customer culture that supports the business approach.
But what exactly is a customer culture and how do you build it? Review our webinar slides presented by two industry thought leaders, Claire Burge, CEO of This Is Productivity, and Omer Gotlieb, Co-founder of Totango, to learn:
- The specific cultural changes required to truly embrace customer-centricity
- The processes and systems required for customer-centric culture
- The mind-shifts individual team players need to make toward customer-centricity
For recurring revenue businesses, your business success is directly tied to your customer's success. Make sure you catch the on-demand webinar to build the right customer culture for your company.
Use this eBook to help your customer success team better harness the power of customer engagement marketing to increase your renewal rate. In the presentation we define customer engagement marketing and lay out the steps you should take to implement an effective strategy.
Justifying the Investment for Customer Success TechnologyTotango
Traditionally, CRM systems were designed around sales and service. In the new realities of recurring revenue business models, in which customer value spans beyond a one-time sale, enterprises are now faced with challenges of retention, upsell and optimizing the entire revenue cycle.
In this webinar, Guest Speaker Kate Leggett, VP, Principal Analyst from Forrester Research and Guy Nirpaz, Totango Co-Founder & CEO and the author of “Farm Don’t Hunt - The Definitive Guide to Customer Success” discuss:
- A reality in which CRM systems need to span beyond sales and service in the subscription economy
- The emergence of Customer Success Technology that allows companies to focus on customers
- Ways to optimize the entire revenue cycle Customer Success, as a model and methodology, represents an opportunity for enterprises to break down the silos of customer data and business processes.
Learn how this will lead to operational improvements around customer centricity and growing recurring revenue.
Hiring: Structuring and Recruiting A Customer Success Team to ScaleGainsight
Speakers:
Tomasz Tunguz, Partner at Redpoint Ventures
Mike McKee, SVP, Services and Customer Success at Rapid 7
Boaz Maor, Head of Global Customer Success at Intel Mashery
Presented at Pulse Conference 2015.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
Hear some tips from the pros! Managers from Gainsight's Customer Success & Ops teams will share methods for hiring the best talent. What backgrounds and experience do you look for? What are some interview questions and how do you manage candidate pipeline?
2014 Customer Success Salary Survey Report By TotangoTotango
The 2nd annual Customer Success Salary Survey Report (formerly State of the Profession: Customer Success report) brings in details of compensation trends, goals, challenges, and successes.
See the infographic and read the full blog here: http://v.alue.co/1qmZvzJ
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
How to Build the Ultimate Customer Success Board PresentationGainsight
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more
How to Ace the Customer Success Manager InterviewShreesha Ramdas
Demand for Customer Success Managers is rapidly increasing, thanks to the emergence of SaaS and the subscription-based economy. Customer Success Managers are essential for retaining customers and harnessing recurring revenue, upsells, and referrals. At the same time, for candidates, the Customer Success career offers plenty of avenues for career growth.
In these webinar slides, Paul Reeves, the VP of Customer Success at TokBox, will provide useful tips on how to ace the interview for a Customer Success role. Paul has many years of experience as a Customer Success executive, and during this time, he has interviewed numerous candidates. He will share the insights he has gained from doing these interviews so you can be successful as a candidate.
From these slides, you’ll glean important aspects of Customer Success interviews, such as:
– Understanding the needs of your customer (Potential Employer)
– Building a relationship while educating and onboarding about your amazing product or service (You!)
– Working collaboratively with all stakeholders to realize value (Hire you!)
Check out the full webinar here: https://strikedeck.com/nextgen-csm-signup-how-to-ace-your-customer-success-interview/
In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company.
Empowering Customer Success Managers as Adoption CoachesAmity
One of the most critical functions that Customer Success Managers perform is proactively driving user adoption within your customers' organizations. But how do you do this rapidly, effectively and at scale?
The answer is to develop and empower your CSMs to be Adoption Coaches. Adoption Coaches don't tell their customers how to run their business, but they guide and help them through adoption to achieve and maintain the full value of your system over the years.
2015 Customer Success Salary & State of the Profession ReportTotango
Customer Success as a profession is going through a meteoric rise. This was evident in our most recent Customer Success survey which attracted more than 4X respondents compared to last year.
Check out the 3rd annual Customer Success Salary Survey & State of the Profession Report to benchmark your customer success efforts -- from compensation to goals and challenges. Enjoy!
How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...Gainsight
Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer.
We call that infinite feedback loop the Voice of the Customer (VoC).
In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.
Customer Success Management is all about pro-actively making sure your customers get value from their relationship with you. You need to do this to reduce your risk of churn and maximize your profits.
But how will you do it? How do you make sure your CSM efforts are successful? And how do you do it in a way that is cost effective?
The 7 Causes Customer Churn and How to Prevent ItOpsPanda
Customer churn is problematic for most every company. Even if your churn rate is below 1% each month it's still taking a very significant chunk out of your revenues. Customer success teams can use this presentation to get their arms around what causes churn and what they can do to prevent it.
From customer on-boarding to customer marketing, from overselling to customer service there are many customer touch-points that can trigger the experience and emotions that lead to churn. Use this presentation to develop a strategy that segments the customer lifecycle and the typical causes of churn. Then consider the recommended tactics that can help you drive down your customer churn rate.
Use this eBook to help your customer success team better harness the power of customer engagement marketing to increase your renewal rate. In the presentation we define customer engagement marketing and lay out the steps you should take to implement an effective strategy.
Justifying the Investment for Customer Success TechnologyTotango
Traditionally, CRM systems were designed around sales and service. In the new realities of recurring revenue business models, in which customer value spans beyond a one-time sale, enterprises are now faced with challenges of retention, upsell and optimizing the entire revenue cycle.
In this webinar, Guest Speaker Kate Leggett, VP, Principal Analyst from Forrester Research and Guy Nirpaz, Totango Co-Founder & CEO and the author of “Farm Don’t Hunt - The Definitive Guide to Customer Success” discuss:
- A reality in which CRM systems need to span beyond sales and service in the subscription economy
- The emergence of Customer Success Technology that allows companies to focus on customers
- Ways to optimize the entire revenue cycle Customer Success, as a model and methodology, represents an opportunity for enterprises to break down the silos of customer data and business processes.
Learn how this will lead to operational improvements around customer centricity and growing recurring revenue.
Hiring: Structuring and Recruiting A Customer Success Team to ScaleGainsight
Speakers:
Tomasz Tunguz, Partner at Redpoint Ventures
Mike McKee, SVP, Services and Customer Success at Rapid 7
Boaz Maor, Head of Global Customer Success at Intel Mashery
Presented at Pulse Conference 2015.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
Hear some tips from the pros! Managers from Gainsight's Customer Success & Ops teams will share methods for hiring the best talent. What backgrounds and experience do you look for? What are some interview questions and how do you manage candidate pipeline?
2014 Customer Success Salary Survey Report By TotangoTotango
The 2nd annual Customer Success Salary Survey Report (formerly State of the Profession: Customer Success report) brings in details of compensation trends, goals, challenges, and successes.
See the infographic and read the full blog here: http://v.alue.co/1qmZvzJ
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
How to Build the Ultimate Customer Success Board PresentationGainsight
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more
How to Ace the Customer Success Manager InterviewShreesha Ramdas
Demand for Customer Success Managers is rapidly increasing, thanks to the emergence of SaaS and the subscription-based economy. Customer Success Managers are essential for retaining customers and harnessing recurring revenue, upsells, and referrals. At the same time, for candidates, the Customer Success career offers plenty of avenues for career growth.
In these webinar slides, Paul Reeves, the VP of Customer Success at TokBox, will provide useful tips on how to ace the interview for a Customer Success role. Paul has many years of experience as a Customer Success executive, and during this time, he has interviewed numerous candidates. He will share the insights he has gained from doing these interviews so you can be successful as a candidate.
From these slides, you’ll glean important aspects of Customer Success interviews, such as:
– Understanding the needs of your customer (Potential Employer)
– Building a relationship while educating and onboarding about your amazing product or service (You!)
– Working collaboratively with all stakeholders to realize value (Hire you!)
Check out the full webinar here: https://strikedeck.com/nextgen-csm-signup-how-to-ace-your-customer-success-interview/
In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company.
Empowering Customer Success Managers as Adoption CoachesAmity
One of the most critical functions that Customer Success Managers perform is proactively driving user adoption within your customers' organizations. But how do you do this rapidly, effectively and at scale?
The answer is to develop and empower your CSMs to be Adoption Coaches. Adoption Coaches don't tell their customers how to run their business, but they guide and help them through adoption to achieve and maintain the full value of your system over the years.
2015 Customer Success Salary & State of the Profession ReportTotango
Customer Success as a profession is going through a meteoric rise. This was evident in our most recent Customer Success survey which attracted more than 4X respondents compared to last year.
Check out the 3rd annual Customer Success Salary Survey & State of the Profession Report to benchmark your customer success efforts -- from compensation to goals and challenges. Enjoy!
How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...Gainsight
Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer.
We call that infinite feedback loop the Voice of the Customer (VoC).
In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.
Customer Success Management is all about pro-actively making sure your customers get value from their relationship with you. You need to do this to reduce your risk of churn and maximize your profits.
But how will you do it? How do you make sure your CSM efforts are successful? And how do you do it in a way that is cost effective?
The 7 Causes Customer Churn and How to Prevent ItOpsPanda
Customer churn is problematic for most every company. Even if your churn rate is below 1% each month it's still taking a very significant chunk out of your revenues. Customer success teams can use this presentation to get their arms around what causes churn and what they can do to prevent it.
From customer on-boarding to customer marketing, from overselling to customer service there are many customer touch-points that can trigger the experience and emotions that lead to churn. Use this presentation to develop a strategy that segments the customer lifecycle and the typical causes of churn. Then consider the recommended tactics that can help you drive down your customer churn rate.
Now that you’ve developed your strategy to optimize customer usage, loyalty and renewal, use this Customer Success Action Plan template to outline the activities you and your team will implement in order to reach your goals.
To optimise branding investments in today’s environment, taking a “brand for influence” approach will ensure your talent brand is more attractive to the candidates you want to apply. Corporate Executive Board's research shows organisations that brand for influence, rather than broad appeal, enjoy a 54% increase in applicant quality, 22% in quality of shortlist, and 9% in quality of hire
Be ahead of the trend, not behind it: 56% of global talent leaders are prioritizing talent branding for their company this year. But, in order to have a strong talent brand, it’s critical for you to focus on the connection between talent acquisition and marketing.
In this presentation, we’ll go over how you can apply common marketing principles to develop and execute on your talent brand.
You’ll learn how to:
- Identify the right players from your marketing team to collaborate with on your talent brand
- Align your talent brand strategy with your marketing strategy
- Learn the best marketing tools to build and assess your strategy
PwC: New IT Platform From Strategy Through ExecutionCA Technologies
Glenn Hobbs, PwC’s technology consulting director, shares how PwC’s new IT Platform can provide the framework to transform IT organizations so they can quickly incorporate the right technology and focus on collaboration and innovation to help solve the most-critical business problems.
For more information on DevOps solutions from CA Technologies, please visit: http://bit.ly/1wbjjqX
The HR business partner is the most critical, yet frequently ignored role in the move to HR shared services. Much attention is given to new roles created by a shared services model while little attention is given to how the business partner role must change with the new model. This is the third session of a HR Shared Services learning series that ScottMadden presented in conjunction with Shared Services & Outsourcing Network (SSON). In this session, we discussed the important evolution of the business partner role and the skills and competencies needed to effectively support the business.
To learn more, please visit www.scottmadden.com.
Deep Dive: OpenStack Summit (Red Hat Summit 2014)Stephen Gordon
This deck begins with a high-level overview of where OpenStack Compute (Nova) fits into the overall OpenStack architecture, as demonstrated in Red Hat Enterprise Linux OpenStack Platform. Before illustrating how OpenStack Compute interacts with other OpenStack components.
The session will also provide a grounding in some common Compute terminology and a deep-dive look into key areas of OpenStack Compute, including the:
Compute APIs.
Compute Scheduler.
Compute Conductor.
Compute Service.
Compute Instance lifecycle.
Intertwined with the architectural information are details on horizontally scaling and dividing compute resources as well as customization of the Compute scheduler. You’ll also learn valuable insights into key OpenStack Compute features present in OpenStack Icehouse.
Use this Quarterly Business Review template to help engage your customer in a meaningful dialogue about their success using your product. Specifically designed for SaaS providers, this QBR template has all the slides you need to summarize your customer's use of your product and tie that back to their overall goals. The template is easily customized and has everything you need from the agenda to goal setting, outstanding items, tracking against metrics, health scores, activity scores and even NPS scores.
Hire and Inspire – A New Approach to Graduate RecruitmentThe HR Observer
It is more challenging than ever to recruit graduates. And nobody seems to be happy. Line managers are not happy with the employability of newly hired graduates and even the graduates you recruit aren’t happy and might leave their job after only few months. David Edwards, will discuss a new approach to graduate recruitment that will challenge your current strategy, requiring you to make significant changes in the way you work. And you will have to challenge established ideas and ingrained habits.
David Edwards, Head of Solutions - SHL Talent Measurement Middle East, CEB
From Big Data to Big Insight - Dave Edwards, SHL/CEBThe HR Observer
There has been a lot of talk about big data but the conversation has now moved
onto big insight. Our research shows “For 85% of business leaders, more data is
not adding up to better business decisions”. How can you turn talent analytics data
into insight? And how can you turn this insight into a strategic advantage? Find out
how you can use data to answer questions such as:
• Are we attracting and retaining top talent?
• How strong is our pipeline of future leaders?
• Do we have the right talent on board to drive the next phase of business growth?
Many corporations recognize their future depends on digital transformation. Earley Information Science outlines the 4 step process for building a roadmap to transformation.
Accenture DevOps: Delivering applications at the pace of businessAccenture Technology
Are you ready to shift to continuous delivery? DevOps, a leading software engineering innovation, makes this shift possible by bringing business, development and operation teams together to streamline IT and applying more automated processes.
Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to better understand the key performance indicators used by SaaS companies to run their business.
For the 2016 SaaS Metrics survey report, we have added several questions based on the comments and responses over the years. New topics covered this year include company spending on customer retention and the definition/measurement of customer health.
Executive Summary
Employee engagement has become a top business priority for senior executives. In this rapid
cycle economy, business leaders know that having a high-performing workforce is essential
for growth and survival. They recognize that a highly engaged workforce can increase innovation,
productivity,
and bottom-line
performance
while reducing
costs related
to
hiring
and
retention
in highly competitive
talent
markets.
But while most executives see a clear need to improve employee engagement, many have
yet to develop tangible ways to measure and tackle this goal. However, a growing group of
best-in-class companies says they are gaining competitive advantage through establishing
metrics and practices to effectively quantify and improve the impact of their engagement
initiatives on overall business performance.
CX Action Management Study - How Good Are Companies at Converting Customer Fe...Andy Mura
Download the full study here: https://www.zenloop.com/en/resources/whitepaper/action-management-study/
How effective are companies in converting customer insights into action and triggering initiatives to improve customer experience, products, processes, and services? Action Management pioneers zenloop studied and surveyed a global community of CX professionals and customer-centric organizations to find out.
The purpose of the study was to link Action Management with specific internal processes at companies that collect customer data. We wanted to measure how effective and fast companies of different sizes are when reacting to customer feedback.
To give an adequate overview of the hurdles companies face when improving processes, products, or services based on customer data, this study focused on the following topics:
How reactive companies are to customer feedback
How companies collect and manage insights
What the main obstacles of customer-driven actions are.
There is broad agreement in the executive and management ranks
that customer experience is a key competitive differentiator today.
Companies of all sizes and across all industries see the strategic
significance of superior customer experience expanding in the future.
Nearly three-quarters of business leaders (73%) said that delivering a
relevant and reliable customer experience is critical to their company’s
overall business performance today, and almost all (93%) agreed that it
would be two years from now.
However, very few companies have the necessary technology systems in place to
support the organizational and process changes required to reorient the business to
the customer. Delivering a superior customer experience requires flexible software
capable of ingesting and analyzing growing volumes of data in various forms, and
legacy systems are rarely capable of this task. As a result, there is a substantial
disconnect between the importance of customer experiences and the capabilities
of companies to deliver them. A mere 15% of business leaders rated their customer
service strategy and approach as very effective, while just over half (53%) said their
approach is somewhat effective. FIGURE 1
These are among the findings of a new Harvard Business Review Analytic Services
study of 680 executives about customer experience management—research that
features in-depth interviews with several top-performing company leaders.
Increasingly, customer experience is the competitive differentiator as companies battle
for business in industries where products are growing ever more commoditized and
customers significantly more demanding—and IT is uniquely positioned to lead the
technology, process, and organizational transformation required to meet customers
where they are. “We must continuously improve our customer experience by, for
example, removing friction from our processes and adding new features to our
products,” said the customer experience leader at an international financial services
company in the midst of a global reorganization to improve customer experience
performance. “We need to make sure that our customers have an optimal experience
across various silos and products from start to finish.”
Data has a clear role to play in developing a superior customer experience—
and companies have access to more information on their customers than ever
before. Indeed, they are seeing an exponential increase in customer-related data,
driven largely by social media, mobile, and e-commerce. But these expanding
troves of customer information alone are clearly not driving customer experience
improvements—let alone innovation—in the vast majority of organizations.
Navigating the changing landscape of channel partners in technology industryJoonas Järvinen
What makes us followers? How to become a game changer?
Status Quo of partner channel performance with in the technology industry.
The speed of change in the technology industry in relation to products and services is accelerating, and the distribution needs of partners are also rapidly evolving to keep up. This brings to mind a number of questions: how is the channel adapting to this change, is the channel still relevant, are the roles changing in the channel and how are vendors and partners managing this change?
AI for customer success - An Overview.pdfStephenAmell4
Customer success is a strategic approach where businesses proactively guide customers through a product journey to ensure they achieve their desired outcomes, thereby enhancing customer satisfaction, loyalty, and advocacy. It involves dedicated teams or individuals focusing on customer objectives from the initial purchasing phase through onboarding, usage optimization, and renewal, often utilizing data-driven methods to predict and respond to customer needs.
Customer Service: Achieving excellence through a company-wide approachValue Partners
A new perspective devoted to customer satisfaction, a key driver to increase a company’s value. By Alberto Griselli and Charles Monteux of the São Paulo office
Modern Database Management 12th Global Edition by Hoffer solution manual.docxssuserf63bd7
https://qidiantiku.com/solution-manual-for-modern-database-management-12th-global-edition-by-hoffer.shtml
name:Solution manual for Modern Database Management 12th Global Edition by Hoffer
Edition:12th Global Edition
author:by Hoffer
ISBN:ISBN 10: 0133544613 / ISBN 13: 9780133544619
type:solution manual
format:word/zip
All chapter include
Focusing on what leading database practitioners say are the most important aspects to database development, Modern Database Management presents sound pedagogy, and topics that are critical for the practical success of database professionals. The 12th Edition further facilitates learning with illustrations that clarify important concepts and new media resources that make some of the more challenging material more engaging. Also included are general updates and expanded material in the areas undergoing rapid change due to improved managerial practices, database design tools and methodologies, and database technology.
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
Make the call, and we can assist you.
408-784-7371
Foodservice Consulting + Design
2. Executive Summary
This study aims to uncover the Customer
Success community’s current priorities as the
practice matures. Preact, which provides
Customer Success software, and Service
Excellence Partners, a consulting firm that
specializes in reducing customer churn,
collaborated to understand the forces
affecting the profession. Our major
conclusions:
2
3. 3
Maintaining and increasing sales with customers
under contract was one of companies’ biggest
challenges, with only 30% of companies saying
they’re growing revenue from their current users.
Half said they were losing 10% or more in top line
renewals annually.
Many CSM professionals say they’re firefighting too
much. While nearly half reported they were
aggressively improving their approaches, about
35% of said they were “firefighting” and 14% didn’t
know their annual account churn rate.
Say they are growing revenue
with current usersOnly
30%
14% Didn’t know annual
churn rate
?
4. 4
Intuitively, a greater degree of personal attention
should lead to stronger relationships and fewer
defections. By contrast, our study did not show a
conclusive link between Customer-to-CSM ratios
and impact on either logo churn (p=0.574) or
revenue churn (p=0.876).
Top leaders support Customer Success—70% of
respondents said the CEO is fully behind it. This
growing level of commitment bodes well for those
involved in building and resourcing their Customer
Success organizations.
Percentage of respondents who said the
CEO supports Customer Success
70%
5. 5
The following details our findings and
recommendations to increase customer loyalty,
expand revenue and bolster productivity.
Respondent Profile
Service Excellence Partners and Preact collected 78
observations mostly from California and
Colorado-based Software-as-a-Service (SaaS)
companies. These organizations tended to be
smaller with a median of 95 employees. CSM teams
were also modest in size with a median of 5
employees. The vast majority of respondents had a
business-to-business focus, serving primarily either
medium-sized ($10M-$1B revenue) or enterprise
(more than $1B revenue) customers with a median
subscriber base of around 450 accounts. Survey
participants had a range of titles, from individual
contributor through senior leader.
6. 6
Responses were kept strictly confidential. The firms
promoted the survey through e-mail and social
media and boosted response rates with a drawing
to win an Apple Watch®
. Service Excellence Partners
collected data using SurveyGizmo, removed
personally identifiable fields, and analyzed results
using Minitab 17.
7. 7
The Business Situation
The people we surveyed said there’s work to be done.
About 55% said their logo churn currently exceeds
5% per year, and 13% reported it was excessive (more
than 15%). Maintaining and increasing sales with
customers under contract was even more of a
challenge with only 30% of companies saying they’re
growing revenue from their installed base. Results
overall tended to be worse. Half the respondents said
they were losing 10% or more in top line renewals
annually. Given analyses suggest typical SaaS
companies must keep their customers for at least
three years to profit from them,1
customer defection
remains a significant problem affecting long-term
financial success.
1
Skok, D. (2013) SaaS Metrics 2.0 – A Guide to Measuring and Improving what Matters. for
Entrepreneurs website accessed 6/14/2015.
Said logo churn is more
than 5% per year55%
8. 8
Many CSM professionals say they’re firefighting too
much. While 17% are maintaining control by
following processes, and nearly half reported they
were aggressively improving their approaches,
about 35% of said they were “firefighting” and 14%
didn’t know their annual account churn rate.
Companies also face challenges growing revenue
from their happy customers. Of those reporting very
low annual account churn, 40% said they still lose
more than 10% of revenue from their customers
each year. We didn’t find a strong connection
between Customer Success improvement efforts
and results, which may imply that team actions are
ineffective, the fruit of their work is yet to be
realized, or true causes of churn lie beyond the
influence of CSM teams (e.g. product value, service
quality, customer support, customer fit, etc.). Clearly
many companies need help keeping and growing
customer relationships.
9. 9
Most companies reported facing moderate to
intense competition in their industries. This study
showed that being in a highly competitive space,
especially one that allows customers to easily
switch to a rival, was correlated to annualized
account churn (p=0.038). About 44% of
companies in moderately competitive markets
said they had less than 5% customer defection
compared with 24% claiming the same in highly
contested markets. This finding supports
previous studies showing that when customers
enjoy a range of comparable options and
changing providers is relatively easy and cost
effective, churn tends to be higher.
Companies had less
than 5% customer defection
44%
10. 10
There is good news, however. CEO advocacy is
generally strong for Customer Success with nearly
70% of respondents indicating their top leaders
were in full support. This stands in stark contrast to
just a few years ago when most CEOs seemed to be
on the fence. With a more favorable environment,
Customer Success teams may have better
opportunities to make an impact than ever before.
70%
Say their top leaders
were in full support
11. 11
Actions of Customer Success Teams
Leaders say team structure is something they still
need to figure out. Although Customer Success
teams are currently small in comparison to total
number of employees (about 7%), we calculated
median Customer-to-CSM ratios to be about 500:1
in consumer-based businesses vs. about 20:1 in
enterprise and medium-sized B2B accounts.
Intuitively, a greater degree of personal attention
should lead to stronger relationships and fewer
defections. But unlike anecdotal evidence to the
contrary, our study did not show a conclusive link
between Customer-to-CSM ratios and impact on
either logo churn (p=0.574) or revenue churn
(p=0.876). This type of realignment may be in the
early stages.
12. 12
Asked how CSMs spend most of their time, about
72% said it was on product adoption while only
about 10% indicated revenue expansion. This
finding echoes the Technology Service Industry
Association’s recent study.2
Some have suggested
that changing the strategy to focus CSMs on
revenue expansion instead of product adoption
will lead to better outcomes. It does not appear,
however, that CSM teams’ current emphasis
negatively impacts results: we found no significant
connection between focus and either logo
(p=0.753) or net revenue churn (p=0.278). This
could indicate that both strategies are required
and doing one should not come at the expense of
the other.
2
Platz, J. (2015) The State of Customer Success 2015, Technology Services Industry Association.
72%
Product
adoption
13. 13
Here’s a rundown of the highest customer
success organizations’ priorities.
Tier 1
Improving CSM processes
Improving customer experience
Tier 2
Define processes and metrics
Analyze causes of churn
Improve customer training
Increase cross-functional cooperation
Tier 3
Human resource concerns (hiring, training,
compensating CSMs and structuring teams)
14. 14
Technology Chops
When it comes to enabling technology, many
companies reported gaps. About 39% of
respondents said they had CSM productivity
tools, but 22% of these were platforms not
specifically designed for Customer Success (e.g.
Zendesk, Salesforce). This situation may not
change soon. In the study, only about 4% listed
CSM technology investment as a top priority.
CSM Technology
Investment
4%
15. 15
Chronic Challenges
People frequently commented that reducing
churn remained their top challenge despite
widespread efforts to address it. Improving CSM
productivity, generally defined as doing more with
less, was a continuing area of scrutiny.
Respondents said economically justifying
investments in staff, technologies, improvement
initiatives, and the time and capability to define
and document processes were ongoing concerns.
Finally, finding and hiring CSM talent, given the
limited previous experience of job candidates and
a tightening labor market, also causes tension.
RESUME
16. 16
Conclusions
Demonstrating a significant link between
competitiveness and annualized account churn
our study affirms that SaaS companies must do
what subscription-based businesses in other
industries have known for years: they must
continually differentiate via product value, quality,
and customer attachment to remain viable and
successful. That means executives must maintain a
sharp focus on the entire customer experience,
which transcends the Customer Success function
and includes all dimensions of product, service
and customer interaction. Many SaaS companies
face significant performance gaps, and since
competition will intensify due to low market entry
barriers, increasing customer retention, loyalty, and
revenue growth after the sale become essential for
long-term success.
17. 17
Against this backdrop, Customer Success clearly
plays an important role. As the study shows, most
CSM teams engage early with customers to foster
product adoption and help them realize value.
Some teams actively renew contracts, up sell, cross
sell, and referral sell, something that directly impacts
revenue. But CSMs also have a unique vantage point
from which to see whether their organization
actually fulfills the promises it makes to customers.
This means CSMs may naturally advocate for
customers and promote improvements that go
beyond their job descriptions. Several respondents
prioritized the need to overcome internal silos,
suggesting they are indeed fulfilling this role, too.
Customer Success
is important!
18. 18
There’s much work to do and Customer Success
leaders feel pressure to perform. The study
showed a significant percentage “back on their
heels,” spending time in reactive instead of
proactive mode. Of the people having greater
chaos containment, most said they were
rigorously improving processes and enhancing the
customer experience. They stated that stratifying
accounts, realigning resources, refining customer
training, and adding more self-service options
were among the tactics underway or being
considered. Despite this high level of
improvement activity, however, our study did not
show a clear link between their efforts and results.
19. 19
Finally, Customer Success leaders face a number of
obstacles. They lack clarity in metrics and process. A
minority have adequate tools to do the job. Growth
is hampered by hiring challenges. And despite
strong CEO support, CSM teams must still estimate
ROI from their proposed changes and investments
before gaining approval.
In the coming weeks, we’ll break down each of
these findings in greater detail and provide
recommendations around problem areas.