Category: Article
| Tags: Advisory / ARR / Communications / CSE / CSOps / Customer Intelligence / Data Management / operations / People / Process / Profitability / Renewals / Research / Revenue / Sales / Strategy /
LeanData surveyed over 2,000 business to business (B2B) sales and marketing professionals and announced in The 2nd Annual State of Revenue Operations Report that 40% of businesses say there is a misalignment between sales, marketing, and customer success teams. Additionally, 78% of B2B businesses agree that consistent revenue growth is a challenge.
Every business has at least a few layers of different teams working to achieve company goals, and each department is equally important. And, although they each serve different purposes to ensure the success of your business, they may not be working together as optimally as they could be to improve customer success.
The answer? A RevOps initiative.
Category: Company
| Tags: Analytics / CSTECH / Customer Feedback / Customer Intelligence / Data Management / Research / VOC /
Sturdy empowers businesses to leverage unstructured customer feedback from every channel, using AI and Natural Language Processing to identify opportunities, reduce risks, and to create more durable and profitable customer relationships — at scale.
Category: Article
| Tags: Advisory / ARR / Churn / CLV / MRR / NDR / NRR / Profitability / Renewals / Revenue / Sales / Strategy / upsell /
CSA Recommended
A tale of two software sales processes. One involves an ambitious account exec who gets the customer all jazzed up and makes the sale to a company whole got carried away with the promises. The other features an account exec who carefully undersold and successfully managed the productivity relationship as it grew. The first churned. The second didn’t. The moral of the story is: Deliberately undersizing contracts trades short-term bookings numbers for better unit economics, healthier customer relationships, and more expansion.
Category: Company
| Tags: Analytics / Blueprint / CSTECH / Journey / Lifecycle / Segmentation /
UXPressia is a user experience platform that allows you to create, export, and share Customer Journey Maps, personas, and impact maps online. The toolset is simple for beginners, but powerful for professionals. Teams will especially enjoy collaborative options and the possibility to standardize and scale different projects. The basic features are available for free.
Category: Company
| Tags: Analytics / Churn / CSTECH / Data Management / Healthscore / KPI / Metrics / Profitability / Renewals /
Sager AI is a predictive customer success platform that provides a single system of record for all your customers’ health and alerts early on churn risks & revenue opportunities.
Category: Article
| Tags: Analytics / CSOps / Definition / Metrics / Procedures / Support /
CSA Recommended
At a high level, it’s extremely important to understand how effective and efficient your support function is and the business value/impact it is providing. This article and graphic describes appropriate metrics for Support in the categories of Quality, Efficiency, and Correlation.
Category: Company
| Tags: AI / Analytics / CSTECH / Knowledgebase / Product Utilization / Support / User Adoption / Video /
Minerva’s AI observes product usage patterns and builds interactive guides, FAQ pages, and videos. These resources come together to create a powerful knowledge base that can be customized for each of your clients.
Category: List
| Tags: Advisory / Blueprint / Knowledgebase /
CSA Recommended
The Customer Success Association maintains a list of all known books about the profession and its practices. The page is arranged by date of publication, and includes direct links for each book by type: hardbound, paperback or electronic version.
Category: Blog
| Tags: Advisory / Blueprint / CCO / CLV / CRO / Organization / People / Profitability / Revenue / Scaling / Strategy /
CSA Recommended
A collection of articles by Rav Dhaliwal for founders and leaders on scaling Startups and the importance of Customer Success in building long term sustainable revenue.
Category: Podcast
| Tags: Advisory / Blueprint / ChangeManagement / Churn / Coaching / CSOps / Customer Intelligence / Healthscore / Journey / KPI / Lifecycle / Messaging / Metrics / Mission / onboarding / operations / Organization / People / Playbooks / Procedures / Process / QBR / Renewals / Strategy /
Customer Success Advisors member
The Success League presents a lineup of customer success interviews, book reviews and conversations with authors, and features hosts Kristen Hayer and Russell Bourne.
