Top 5 Activities of a Great SaaS Customer Success Manager | tin tức mới nhất về customer success

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Top 5 Activities of a Great SaaS Customer Success Manager


What’s the easiest way for a startup founder to turn $1 into $5? In this video, I’m going to share with you the 5 things that a customer success manager (CSM) should be doing for your SaaS business.

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Retain HighValue Clients & Increase Expansion Revenue https://bit.ly/2DwaXqo

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“What the $%& is a CSM… and how is that going to make me money?!”

When I started out in business nearly 20 years ago, there was no such thing as a CSM.

Those 3 letters just didn’t go together.

Nowadays, most B2B SaaS businesses see a CSM as essential to scaling a business faster, reducing churn, getting greater customer LTV and protecting your brand.

A CSM is a Customer Success Manager.

It’s not a glorified support person (like I once thought) and yes, they absolutely make you more money.

Having a great CSM on your team will boost your revenue.

I believe that for every $1 you spend on a CSM, you should be getting $5x back in retention/expansion revenue.

Funnel hackers would lose their minds over a funnel that converts 1:5 consistently, longterm…

…and yet CSM’s get dismissed by young businesses as an unnecessary cost.

I’m going to put an end to that mistaken belief in this week’s video, and I’ll open your mind to what a CSM should be doing in your business and why they are a godsend.

After you watch this video, you’re going to understand how a great CSM can:

Track your customer satisfaction with easytofollow metrics
Help your customers fall in love with your products
Reduce churn and improve customer retention
Increase lifetime value with upgraded accounts and upsells
Collect testimonials, case studies and referrals
Explode your wordofmouth marketing
Feed product development and innovation

I mean… just look at that list!

This is one person you can hire in your business that can do all of the above… if you know how to work with them.

I’ve said it before and I’ll say it again: You can’t just hire someone and expect them to solve your problems without your guidance.

CSMs are a godsend, but you’ve got to work with them to build systems so that they can do what they do best.

Watch the video and I’ll set you straight on how to work with a CSM in your business.

While you’re there, drop me a comment to let me know:

As a customer, what was the best interaction you had with a company and why?

I’ll bet there was a CSM behind it.

Talk soon.

Dan “recruiting for your army” Martell

Don’t forget to share this entrepreneurial advice with your friends, so they can learn too: https://youtu.be/kpkRD6KnjKI

Learn how to scale, grow and exit with Dan Martell and some of the top SaaS Founders in the business on the Escape Velocity show: http://bit.ly/2vWF03N

=====================
ABOUT DAN MARTELL
=====================

“You can only keep what you give away.” That’s the mantra that’s shaped Dan Martell from a struggling 20something business owner in the Canadian Maritimes (which is waaay out east) to a successful startup founder who’s raised more than $3 million in venture funding and exited not one… not two… but three tech businesses: Clarity.fm, Spheric and Flowtown.

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You can only keep what you give away. That philosophy has led Dan to invest in 33+ early stage startups such as Udemy, Intercom, Unbounce and Foodspotting. It’s also helped him shape the future of Hootsuite as an advisor to the social media tour de force.

An activator, a tech geek, an adrenaline junkie and, yes, a romantic (ask his wife Renee), Dan has recently turned his attention to teaching startups a fundamental, littlediscussed lesson that directly impacts their growth: how to scale. You’ll find not only incredible insights in every moment of every talk Dan gives but also highly actionable takeaways that will propel your business forward. Because Dan gives freely of all that he knows. After all, you can only keep what you give away.

DOWNLOAD: EBR Flow Planner™ 9 Box Model to Run Your Executive Business Reviews,
Retain HighValue Clients & Increase Expansion Revenue https://bit.ly/2DwaXqo

Top 5 Activities of a Great SaaS Customer Success Manager

What is CUSTOMER SUCCESS? Customer Experience Vs. Customer Success


The success of any business is inherently intertwined with the success of the customer. It’s one of the biggest buzzwords in B2B, but unlike other fleeting terminology, “Customer Success” isn’t going anywhere.

This video summarizes and teaches you very quickly what is Customer Success. Also…

1. What is the difference between Customer Success and Customer Experience?
2. Are they the same thing?

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READY TO BUILD A WORLDCLASS CUSTOMER SUCCESS PROGRAM?

Working with our world experts will provide your leadership team with the focus they need to deliver ongoing improvements to your customer success approach. Our programs are designed to provide your team access to expert advice, innovative strategies, and proven methodologies. Expertled sessions will ensure your team adopts new processes and your unique core challenges are addressed in a manner that’s tailored to your unique business model.

☎️ Apply for a free Customer Success Strategy session to see if our program is right for your organization: https://csmpractice.lpages.co/call/

◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️

LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:

📌 SUBSCRIBE to this YouTube channel,
https://www.youtube.com/csmpractice?sub_confirmation=1

📌 SIGN UP for our Customer Success newsletter:
https://www.csmpractice.com/newslettersignup/

📌READ our Customer Success BLOG:

Blog

📌FOLLOW us on LINKEDIN:
https://www.linkedin.com/company/csmpractice/

📌 FOLLOW us on TWITTER:
https://twitter.com/csmpractice

What is CUSTOMER SUCCESS? Customer Experience Vs. Customer Success

Top 7 Customer Success Metrics You Should Measure


▸▸ Precision Scorecard™ Keep Your Leadership Team Focused & Accountable To Growth https://bit.ly/34SgO55

▸▸ WORK WITH US Directly To Scale Your Business https://bit.ly/3CnnCpQ

What numbers tell the absolute truth about a business? In this video, I’m going to share with you the top 7 customer success metrics to monitor your accounts to reduce churn and increase expansion revenue.

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Write a comment below to chat.

// Let’s connect on…
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+ Facebook (live trainings + Q&A): http://FB.com/DanMartell​ 
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Top 7 Customer Success Metrics You Should Measure

Lessons Learned From 90 Days of Customer Success


1. Tools I use to communicate with customers:
Drift or any usage based marketing automation.
—Email, duh
—Uber Conference
—Useloom.com
—Google spreadsheet for customer feedback & churn

2. Before we hire our first customer success role at Mailshake I want to take a stab at doing the job myself for a few months so I understand what’s realistically possible, put success metrics in place & get a few quick wins/low hanging fruit. This will help me better justify the role

3. Disclaimer: Mailshake is a customer lead company so customer support is a function of marketing

Now for the lessons: https://sujanpatel.com/business/7lessonsfrom9…customersuccess/

1. Customer Success as 4 main KPIs: Increase activation & Reduce Churn & Customer happiness (measured by NPS), Word of Mouth
2. Track revenue/LTV along with product feedback & feature request. Spreadsheet I use in the description
3. Just by offering to help or proactively engaging customers can help improve retention & customer happiness
4. Look for roadblocks/problems outside of your product. Our customer’s biggest problem is copywriting
5. MEASURE!!!!! Track the different tests and cohort of users that go through different tests
6. Talk to your customers..it’s not f’ing rocket science.

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Full blog post: https://sujanpatel.com/saas/customersuccess/

Sujan Patel is the cofounder of Web Profits, a growth marketing agency helping companies leverage the latest and greatest marketing strategy to fuel their businesses. Sujan has over 14 years of internet marketing experience and has led the digital marketing strategy for companies like Sales Force, Mint, Intuit and many other Fortune 500 caliber companies.

Sujan contributes weekly columns for Inc, Forbes, and Entrepreneur. He is also a prolific public speaker, delivering keynotes at events like Inbound, Advocamp, and Growth Marketing Conference.

Find Sujan here:
Web Profits (we help companies grow): https://webprofits.agency/
Mailshake.com (email outreach for sales/marketers): https://mailshake.com/
Pick.co (Schedule meetings without the back and forth): https://www.pick.co/
Linktexting.com (convert desktop traffic into mobile app downloads): https://www.linktexting.com/
Personal Blog: https://sujanpatel.com

Lessons Learned From 90 Days of Customer Success

What is Customer Success?


Customer Success is a key aspect to the SaaS (Software as a Service) business model. Its key operations include helping customers get quick timetovalue and enhanced value while using the product.

As SVP of Customer Success at ToutApp, Cliff Cate has grown the CS department from two to 16 employees.

https://www.linkedin.com/in/cliffcate

For more info about customer success, check out this great article by Bluenose: http://www.bluenose.com/blog/whatiscustomersuccess/

What is Customer Success?

Customer Success: It&39;s Not About Changing Your Product, It&39;s About Changing


The old way of driving longterm growth: start making product improvements and see what sticks. But in the new economy, you need a much more sustainable, datadriven approach. In a nutshell, you need Customer Success. It’s not about incremental or random product tweaks. It’s about transforming your company. Learn how from David Benjamin of Box, an expert in companywide transformations.

Learn more about Gainsight: https://www.gainsight.com/

Follow Gainsight’s Channels:

Twitter: https://twitter.com/GainsightHQ
Instagram: https://www.instagram.com/gainsight/
Facebook: https://www.facebook.com/gainsight/
LinkedIn: https://www.linkedin.com/company/gainsight/

Customer Success: It&39;s Not About Changing Your Product, It&39;s About Changing

7 Customer Success Secrets From “The Churn Whisperer” Greg Daines


Subscribe: https://goo.gl/2pRvjN
Greg “The Churn Whisperer” Daines has made a career out of taking the traditional customer success playbook and chucking it out the window.

After spending 20 years in the enterprise SaaS world, Greg came to the realization that the old approach to customer success is seriously flawed. And some of our deepest held beliefs about what makes customers renew are flatout wrong.

We were lucky enough to have Greg drop by the Drift office a few weeks back. (OK, fine, he didn’t just “drop by” Julie our VP of Customer Success has admittedly been stalking him, and when she found out he’d be in Boston she told him he couldn’t leave without coming to Drift.)

Checkout the full story at blog.drift.com/lessonsfromgregdaines.

More about Greg: linkedin.com/in/gregdaines/

___
Stay connected with Drift:
Twitter: https://twitter.com/Drift
Instagram: https://www.instagram.com/heydrift/
Snapchat: Drift_HQ
Facebook: https://www.facebook.com/driftcom/
LinkedIn: https://www.linkedin.com/company/drift/

7 Customer Success Secrets From “The Churn Whisperer” Greg Daines

Snapshot: A day in the Life of Customer Success


Customer Success is all about the microactions you make each day that turn into major outcomes. WiTronix VP of Customer Success walks you through a day in the life of Customer Success at a railway technology company. But regardless of your industry, you’ll learn tips, insights and tools to help make sure that your customers are not only happy, but successful.

Snapshot: A day in the Life of Customer Success

Customer Success Manager | What I do & how much I make | Part 1 | Khan Academy


Nick talks about his work as a customer success manager, including his main responsibilities and compensation. This video is part of a new series on Khan Academy covering the responsibilities, requirements, and financial aspects of careers.

Careers and Personal Finance on Khan Academy: Are you wondering how to land your dream job? How to pay off student loans? What’s the best way to negotiate your salary? Finding answers to questions like these can be hard, but we’re here to help. We ask real people in real jobs how they make it all work in our new video series about careers and personal finance, brought to you with support from Bank of America. Check out the videos on Better Money Habits, Bank of America’s financial literacy website: https://bettermoneyhabits.bankofamerica.com

About Khan Academy: Khan Academy is a nonprofit with a mission to provide a free, worldclass education for anyone, anywhere. We believe learners of all ages should have unlimited access to free educational content they can master at their own pace. We use intelligent software, deep data analytics and intuitive user interfaces to help students and teachers around the world. Our resources cover preschool through early college education, including math, biology, chemistry, physics, economics, finance, history, grammar and more. We offer free personalized SAT test prep in partnership with the test developer, the College Board. Khan Academy has been translated into dozens of languages, and 100 million people use our platform worldwide every year. More free lessons at KhanAcademy.org

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And remember, you can learn anything. For free. For everyone. Forever. YouCanLearnAnything

Subscribe to KhanAcademy’s Careers and Personal Finance channel: https://www.youtube.com/channel/UCOiYCGQWffmosWFxwAm7ABw

Join us on Facebook or follow us on Twitter at @khanacademy.

Customer Success Manager | What I do & how much I make | Part 1 | Khan Academy

How to Develop a Customer Success Strategy


Discover the Customer Success Strategy roadmap that Delphix used in establishing a framework and journey for maturing the customer success organization.

Developing a customer success strategy has always been an essential step toward delivering effective results. The absence of a concrete Customer success management strategy may bring in challenges such as undefined customer success roles, chaotic customer data, or lack of a unified voice in the organization.

In this Customer Success Executives Roundtable session, Will Rahim, Senior Vice President for Global Customer Success at Delphix shared their customer success strategy roadmap that helped in building a datadriven model for their team. Delphix was able to combat their customer success organization’s challenges by developing a 5year roadmap which allowed them to gradually set up and mature a customer success practice.

Watch this Customer success strategy presentation, and discover the blueprint they followed and the lessons learned in launching and optimizing their customer success organization.

0:00 Intro
3:20 What are the Customer Success challenges encountered by Delphix?
9:50 How does a 5year Customer Success Strategy roadmap work?
12:48 What is Delphix’s Customer Success Strategy Roadmap?
22:55 How did Delphix scale its Customer Success organization?
30:44 How does Delphix envision its Customer Success practice in the next 5 years?

Here are some bonus resources for you!

⏬ DOWNLOAD THE SLIDES: Delphix Customer Success Strategy Roadmap. You can download Will Rahim’s presentation slides here:
https://csmpractice.lpages.co/customersuccessstrategyroadmap/

📑 LEARN MORE: Read the Success case to learn how CSM Practice partnered with Delphix: Exceeding goals with scalable customer success: https://www.csmpractice.com/casestudies/delphix/

🎥 Watch this Video: How to Develop A Customer Success Program

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READY TO BUILD A WORLDCLASS CUSTOMER SUCCESS PROGRAM?

Working with our world experts will provide your leadership team with the focus they need to deliver ongoing improvements to your customer success approach. Our programs are designed to provide your team access to expert advice, innovative strategies, and proven methodologies. Expertled sessions will ensure your team adopts new processes and your unique core challenges are addressed in a manner that’s tailored to your unique business model.

☎️ Apply for a free Customer Success Strategy session to see if our program is right for your organization: https://csmpractice.lpages.co/call/

◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️

LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:

📌 SUBSCRIBE to this YouTube channel,
https://www.youtube.com/csmpractice?sub_confirmation=1

📌 SIGN UP for our Customer Success newsletter:
https://www.csmpractice.com/newslettersignup/

📌READ our Customer Success BLOG:

Blog

📌FOLLOW us on LINKEDIN:
https://www.linkedin.com/company/csmpractice/

📌 FOLLOW us on TWITTER:
https://twitter.com/csmpractice

How to Develop a Customer Success Strategy .

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Dan Martell,Customer Success Manager,CSM,Customer Support Lead,Account Management,Project Management,Executive Business Review,Customer Success Playbook,SaaS Growth Ceiling,Escalate Value,Logo Churn,Case Studies,Voice of the Customers,Product Development Process,customer success management,customer success,what does a customer success manager do,customer success metrics,customer success specialist,customer success engineer,customer success strategy,saas.

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17 thoughts on “Top 5 Activities of a Great SaaS Customer Success Manager | tin tức mới nhất về customer success”

  1. This a great video which really sums up the most important drivers for success for the customer and our organization. What are your insights on how we can build an expansion playbook and what touch points can be incorporated in it

    Reply
  2. I’ve been in customer success for over 2 years and I have no intention on leaving. Amazing career path with so many opportunities! Great video!

    Reply

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