Based on feedback from the Customer Success community on where training is most needed, we are thrilled to announce the next set of cities for the two-day intensive CSM Foundations Customer Success Training and Certification Workshops.
Customer retention is a key performance indicator for both you and your company, especially since keeping a customer is more cost-effective than acquiring a new customer.
Having a clearly defined career progression plan, especially for CSMs, is an excellent way to ensure employee retention and keep morale high.
Have an interview coming up for a customer success role with a new company? Intelligent questions suggest you’ve done your research on the company and the products they sell.
Customer success and customer service often get mixed up. Customer service and customer success are both all about helping customers and delivering an outstanding experience, but they achieve this in different ways.
Customer success management can be a challenging position to fill because it requires a variety of skills, from relationship building to analytical thinking. Ask these 5 questions when interviewing customer success manager candidates.
To determine if your company goals would be better achieved by hiring a customer success manager or an account manager, it's important to define each position. A clear definition can provide clarity into the skills each role brings to the table.
This month in Apps for Success we’re going to focus on how you communicate with your customers. We’re not going to go into the tactics for customer communication - that’s something that is best figured out on a product by product basis. Instead, we are going to show you how Intercom can help you make communicating with your customers fun and personal.
While each customer has a unique set of needs, there are several best practices in customer success. By introducing these customer success management best practices to your approach, you’ll keep customers thrilled with you and your company.
This month in Apps for Success we’re going to focus on something you take for granted: screenshots! Screenshots quickly get your point across to the customer, so we’re going to take a look at how to make your annotated screenshots easier to read and faster to send using Jing.
Two CSMs from ChurnZero give their top tips and a sneak preview from what they learned at the two-day CSM Foundations Training and Certification Workshop in Washington DC.
You probably send a lot of emails to people you’ve never met or you may sometimes struggle with how to broach a sensitive subject in conversation. This month we’re reviewing Crystal, a productivity app that helps you build rapport and connections with your customers.
Learn from a real-world example how a single-page Success Plan can have a large impact on your internal processes, drive alignment and allow you to deliver more value to customers.
We are thrilled to announce the 2019 schedule for the CSM Foundations Training and Certification Workshops. The intensive, two-day professional development workshops are being offered across the US and Canada.
We take a quick look back at our accomplishments for 2018 and share a sneak preview of the exciting new programs, enhancements and updates coming to SuccessCOACHING in 2019.
We gathered a group of Customer Success executives and asked them about their Customer Success Predictions for 2019. As you can imagine, we had quite a lively and far ranging discussion about what we’ll see happen in the coming year.
Let's look at Calendly, a calendar link app. It solves the back and forth problem of trying to schedule an appointment by allowing the other parties to see times you have available, pick the time that works for them, and send a calendar event to each of your calendars.
The CSM Career Quick-Start Program is an application only program that provides approved applicants with access to our industry-leading Customer Success Manager Training workshops at greatly reduced rates.
The expanded CSM Foundations Customer Success Training Workshop calendar includes stops at nearly 20 cities across the U.S. and Canada during the second-half of 2018.
Learn how to use the Customer Success Manager Capability Maturity Model as a framework for gauging Customer Success Manager skills.
The Customer Success Competency Model codifies the Customer Success skills and disciplines your team needs to excel at to become a world-class organization.