customer loyalty

/Tag:customer loyalty
Webinar: Expert Services to Mutual Advocacy Register Now

Customer Success is not enough

Ask 10 CSMs what success in their job means to them, and they will have 10 answers, ranging from: keeping my customers from churning onboarding my customers successfully helping my customers adopt our solution identifying opportunities within accounts for growth facilitating my customers’ attainment of outcomes managing the renewal process None of these are wrong. They are all part of many CSM job descriptions. However, to limit customer success to these roles alone is not [...]

By | 2018-04-11T10:47:16+00:00 April 10th, 2018|Customer Advocacy|0 Comments

The Dynamic Duo – Customer Success and Customer Marketing

In the B2B recurring revenue economy, customer relationships are increasingly owned by a team of professionals (Customer Success Managers) who earn customer loyalty by continuously demonstrating the value of their solution to their customers. Ideally, they have a defined customer lifecycle as their model for customer engagement, and in doing so, are churn mitigators. As part of the charter for Customer Success, marketing teams are now joining the action to facilitate customer loyalty, too. In [...]

By | 2018-05-02T12:30:29+00:00 April 5th, 2018|Customer Marketing, Customer Success|0 Comments

From Customer Experience to Customer Advocacy (a Primer)

While there’s plenty of chatter about Customer Success being your “driving purpose” in a post-sales strategy, we have a slightly different take. Your customer’s success is a critical step on the road to garnering their loyalty and, ultimately, their advocacy. Attaining this end goal starts with how you manage your customer experiences. In a recent LinkedIn forum discussion, Customer Success enthusiasts debated the definitions of Customer Experience and Customer Success. As we ignite the fire [...]

By | 2018-03-20T00:41:22+00:00 March 12th, 2018|Customer Advocacy|0 Comments

Customer Success 2018: The Year of Adoption

While the term Customer Success may have been used for the first time back in 1996 to name a department committed to helping customers be successful using Vantive’s CRM, Customer Success as a holistic approach to developing loyal customers is still evolving. Where on the evolutionary curve it falls is up for debate. Even though many of us in the industry (purveyors of Customer Success solutions) may wish for us all to be on the [...]

By | 2018-03-12T17:49:35+00:00 January 25th, 2018|Customer Success|0 Comments