While there is no one-size-fits-all approach, there are a few practical strategies CSMs can implement to make the difference : For Amy Sullivan, VP of Client Experience at Ontic, it’s all about understanding customers’ …
There is definitely no right or wrong career path when it comes to Customer Success and everyone has an opportunity to succeed in that journey. After her mechanical engineering studies, Hannah Herlihy …
From Mechanical Engineering to Driving Customer Success Read more…
Account management — History, feedback, and engagement tools. Success metrics — tracking KPIs and the likelihood of churn, including NPS, CSAT, … Opportunity management — uncovering upsell opportunities. . Service management — issue …
The customer journey starts when buying a product or service. The customer expectation is then having a positive return on investment. However, a lot of pain points can slow down …
Customer Success is a function dedicated to helping customers achieve their goals with the product or service a company provides. Therefore, a Customer Success software supports this practice by fostering …
Customer service is reactive,Customer experience is interactive,But Customer Success is Proactive ! www.DrivingCustomerSuccess.com
The workplace experience for most employees is not the workplace experience for all employees, as reveals a recent study from Glassdoor measuring gaps in Diversity & Inclusion satisfaction by employee race and ethnicity. …
A cultural crisis in America’s workplace diversity Read more…
Some people have it naturally. But good news : it can also be learned ! Here are my 4 key recommendations you can also practice to nail it : 1 …
Empathy : one of the most critical traits of an effective Customer Success Manager Read more…
Tom Ronen, Head of Customer Success at monday.com provides us some great actionable insights that help him drive customer-facing operations and lead teams in a high growth company. 7 key learnings to …
How To Drive Customer Success in a High-Growth Company Read more…
Tune in to the next Women in Customer Success Podcast with : – Charlie Harvey , VP International Customer Success, Zappi– Emily Garza, MBA , AVP Customer Success, Fastly and Founder of the CS Blog “ValueCS with Emily” – Violaine YZIQUEL , …