Hey Customer Success peeps, let’s hangout!
In our first ever (but definitely not last) Customer Success G+ Hangout we’ve got some pretty cool guests joining us from Influitive, Clarizen, and the HotLine Magazine. Where: Totango G+ page When: Wednesday June 26, 2013 – 11:15am PT / 2:15pm ET / 7:15pm GMT How: RSVP with your G+ account Why: We’ll be asking customer success… (Continue reading)
Getting the Message: How Sales and Marketing Can Get on the Same Page
Guest blog by Peter Mollins, VP of Marketing at KnowledgeTree. He is passionate about sales, marketing, and gardening tools. Are you sending prospects and accounts the right message? For most customer-facing teams the answer is not “yes” or “no”. It’s “I don’t know”. When your customers aren’t getting the right message it means less effective selling… (Continue reading)
3 ideas to foster the best balance between Sales and Customer Success
The tough thing about bringing on Customer Success into your organization (aside from the hiring and figuring out customer success best practices) is trying to settle the friction that sometimes occurs between sales and customer success. How can you find the balance between sales and customer success while putting the customer at the center of… (Continue reading)
2013 State of the Profession: Customer Success (report + infographic)
Today I’m very excited to release our 2013 benchmark report on the State of the Customer Success Profession. The detailed report covers the average customer success professional profile, compensation structure, challenges faced, tools used, and an update on where the Customer Success function and professionals stand with businesses today. The report revealed these top 3 findings:… (Continue reading)
Keys to the Customer Kingdom (a joint webinar with Marketo)
The explosion of cloud, social, and mobile has given the buyer an abundance of information, shifting the balance of power. Customers today learn about a product long before opening their wallet to buy. This paradigm shift requires a change in how companies market and sell. Join us tomorrow on May 29th, 10am PT for the discussion on “Customers are… (Continue reading)
Product Update: Your Totango and Salesforce just got more connected
One of the most powerful aspects of Totango is the seamless integration with the Salesforce.com platform. Today we’re excited to announce new capabilities that give you more power and flexibility. Totango Customer Success Dashboard – on Salesforce.com If your Customer Success team uses Salesforce.com to track and manage accounts, you can now enable our new… (Continue reading)
4 ways companies have implemented customer success into their business
Not all Customer Success teams start off fully organized before they are implemented. It would be nice to have a plan all laid out but sometimes it’s better to just get started. At the Customer Success Summit I interviewed customer success executives on what customer success is to them and what they’ve done so far. 1…. (Continue reading)
The big sales and marketing divide, tools to bridge the gap
I wanted to share this great infographic that just came out this morning from our friends at KnowledgeTree on sales and marketing friction points. It all started when their CEO Daniel Chalef wrote about why sales and marketing are more divided than ever. He goes on to elaborate what are some technologies that can bridge the… (Continue reading)
A day in the life of a Customer Success Manager: What do they do?
After hosting our inaugural Customer Success Summit, the consensus was that a lot of people don’t know what Customer Success Managers (CSMs) do. Sometimes the CSMs themselves aren’t even sure if they are doing things right! As early pioneers of customer success, it’s really up to them to shape and clear the path for CSMs… (Continue reading)
The Responsibility of Customer Retention: Whose job is it anyway?
Here’s a cool article I came across by Dave Brock titled “Customer Retention, Whose job is it anyway“. Does your organization hold sales accountable for retention? Or maybe account managers? Retention strategies should look beyond the usual suspects of who is responsible for keeping the customers or getting them to renew or upgrade. Every touchpoint… (Continue reading)
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