Every job needs to be measured to determine how well it is being performed and therefore to know both who to reward for good performance, and where to devote time and effort in making improvements. One essential aspect of measurement is the KPI or Key Performance Indicator, which provides a benchmark or standard to aim [...]
Thursday, July 28, 2022 11::00am - 12:0pm ET Host: Laura Hayes Brown Topic: Prioritizing and Growing CS Ops Mindset REGISTER NOW ---------- Are you in CS Operations and are building and scaling customer success at B2B SaaS companies? Whether you are experienced or new to the role, we can all learn from each other. Our [...]
Your customer success team is directly responsible for creating happy customers - and that’s not an easy task. To make your team as successful as possible, you have to ensure you’re hiring people with a very particular set of skills and personality traits - some of which are still being defined. As a relatively new [...]
ABOUT COFFEE BAR CONVERSATIONS Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up and coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either particularly relevant at that time, or one in which the guest being [...]
Today with so much uncertainty in the economy, it’s more important than ever to double down on your current customer base and invest in customer success. Come see how our Q2 launches help CSMs save time and create more efficient workflows, then get an in-depth look at some new Q3 features to drive growth: Optimizing [...]
We spend a lot of time gathering and chasing data. We have the feeling that the more we know the better when it comes to customer decisions. And this is correct but more often than not we do not take the time to understand “the reason why” behind the data. We do not correlate the [...]
It's been an interesting couple of months hasn't it? Break-neck hyper-growth has given way to reductions in market valuations, layoffs has created a cloud of uncertainty for SaaS companies in general and Customer Success executives in particular. Normally we wait until the end of the year for retrospectives and prognostications. But not this year. 10:00 [...]
Totango is launching a Customer Success Creator Community and we want you involved! About this event The Totango CS Creator Community is a diverse group of professionals committed to learning, sharing, and developing customer success best practices that will shape the future of the CS industry. Join us for a short call to learn about [...]
Building and managing a customer support function for a growing E-commerce brand is not for everyone. From staffing and hiring decisions, taking calls on which channels to focus on, and deciding whether to outsource it or build an in-house team, the variables in the equation are just a lot. Oh, let’s not even get into [...]
Unlock unlimited growth potential for your business using your biggest advocates: your customers. Being a truly customer-centric organization goes beyond just having a customer success function. This book talks about some strategies that will help you adopt a company-wide customer-first mindset to fuel your growth. “In her book, Jyo lays out what I believe is [...]