Help Scout Leadership

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well. Read the full article

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125

AOM

DECEMBER 1, 2022

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357

Help Scout Leadership

AUGUST 22, 2023

These free customer success plan templates will help guide your team toward providing the best possible experience for your customers. Read the full article

Succession Planning 80

Succession Planning 80

Help Scout Leadership

AUGUST 22, 2023

Customer success teams are the best way to ensure an excellent customer experience. Here's how and why you should build one for your company Read the full article

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75

Help Scout Leadership

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Learn from those examples, and apply the elements that fit for your team and situation.

Sales 103

Sales Sales Onboarding Education 103

Help Scout Leadership

AUGUST 22, 2023

Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics. Read the full article

SaaS 75

SaaS Metrics 75

Help Scout Leadership

AUGUST 22, 2023

Learn about the nine critical components of an effective customer success strategy and how you can implement them for your own business. Read the full article

Implementation 74

Implementation 74

Help Scout Leadership

MAY 20, 2021

Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. The emphasis is on both keeping the customer longer and also expanding the relationship.” What is customer success marketing?

SaaS 77

SaaS Marketing Retention Onboarding 77

Help Scout Leadership

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. What is customer success? There are a few things that differentiate customer success from account management.

Account Management 65

Account Management Accounts Manager Metrics 65

Help Scout Leadership

AUGUST 22, 2023

Need a better way to monitor customer health? Here are 8 customer success software platforms to help you reduce churn and encourage growth. Read the full article

Software 40

Software 40

Forbes Leadership

OCTOBER 19, 2022

How do you leverage the information you have—internal and external—in an efficient, standardized way to facilitate customer success?

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70

Help Scout Leadership

JANUARY 21, 2022

Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson. Read the full article

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62

Lolly Daskal

FEBRUARY 15, 2024

In today’s rapidly evolving digital landscape, the integration of artificial intelligence (AI) has become a defining factor for organizational success. By fostering a culture of AI innovation, organizations position themselves to create groundbreaking solutions that address evolving customer needs and drive market leadership.

Operations 101

Operations Marketing Revenue Recruitment 101

Harvard Business Review

NOVEMBER 16, 2023

Most business models cover the bases nicely: how the company will serve customers better than rivals. What’s your real differentiation in the eyes of target customers? Once the shine wears off, or rivals match your pricing, you’ll lose both customers and employees. But they don’t really explain why the company matters.

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Harvard Business Review

MARCH 8, 2024

In the ever-changing world of corporate growth, the mastery of ‘strategic clarity’ has become a pivotal element for success. Such dedication distinguishes a company in a competitive market, driving sustainable growth and fostering customer loyalty.

Operations 103

Operations Marketing 103

Lolly Daskal

MARCH 28, 2024

In the intricate web of a successful organization, each employee plays a pivotal role. Weakened Customer Relations: Unappreciated employees may not provide the expected level of customer service, leading to customer dissatisfaction and potential business loss. They are the lifeblood of the company.

Recruitment 98

Recruitment Advertising Employee Engagement Leadership Development 98

Harvard Business Review

NOVEMBER 1, 2023

The best innovations create mutual value for all key constituents: the customers, employees, suppliers, communities, and investors that together have a material “stake” in the innovation’s outcome. This article provides four tips for harnessing your corporate purpose to improve your innovation success rate.

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Lolly Daskal

FEBRUARY 6, 2024

As a leader, you can harness these tools to gain a deeper understanding of your organization’s performance, market trends, and customer behavior. By leveraging predictive analytics, you can anticipate market shifts, customer preferences, and potential challenges, allowing you to proactively adjust your strategies.

Strategic Planning 103

Strategic Planning Risk Management Workflows Marketing 103

Harvard Business Review

FEBRUARY 1, 2024

This article shares some early examples of how new approaches to text and image generation, AI-generated video, customer insights, and more can help boost the competitiveness of SMEs willing to invest in generative AI tools.

Manager 111

Manager 111

LSA Global

MAY 23, 2017

To make sure your solution selling training really pays off, you need to capitalize on doing right by your customers. It is not enough for sales reps to satisfy customers once with a targeted solution. Flex to your customers’ changing and emerging needs. Help your customers to help you. Don’t get lazy or smug.

Sales 37

Sales Sales 37

Harvard Business Review

AUGUST 1, 2023

As companies learn to use generative AI to create value, there’s a risk that they take the wrong approach when applying the technology to the customer experience. Some examples of companies experiencing early success with this are in the financial services industry.

Marketing 98

Marketing 98

Harvard Business Review

JUNE 9, 2023

Sponsor content from Zoho.

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97

Rhythm Systems Growth

JULY 27, 2023

Customer success guru John DiJulius says that using the phrase “my pleasure” “elevates the professionalism of your employees’ terminology.” These words may be powerful if you deliver remarkable experiences, but they can also annoy the heck out of your customers if you deliver a terrible experience.

Recruitment 98

Recruitment 98

Help Scout Leadership

AUGUST 22, 2023

Investing in customer service is key to long-term business success. Here are the 10 best ways to deliver great customer service. Read the full article

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90

Vantage Circle

FEBRUARY 25, 2024

Employee Recognition serves as a fundamental cornerstone for organizational success. For instance, the online shoe and clothing retailer Zappos , renowned for its exceptional customer service, strives to create a standout employee experience through its "Zollar" program. But do you know why is employee recognition important?

Retention 111

Retention Revenue Implementation Sales 111

Help Scout Leadership

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

Onboarding 113

Onboarding Education Implementation Sales 113

Chief Outsiders

SEPTEMBER 12, 2023

But when basted upon your business, your clandestine condiment could unlock the kind of business success that will have your competitors salivating and your customers asking for seconds. Now, I can’t promise that this tasty combination will result in your anointment as a Kitchen Hero or the envy of Gordon Ramsay.

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Lolly Daskal

MARCH 29, 2023

Creating leadership diversity can lead to success in the following ways: Leadership diversity helps to create a more inclusive and equitable workplace. By having a diverse leadership team, organizations better reflect the diversity of their employees and customers, and can create a more inclusive and welcoming environment for all.

Diversity 109

Diversity Inclusion Marketing Benefits 109

Help Scout Leadership

AUGUST 22, 2023

A detailed guide to creating a customer onboarding process, with best practices to help customers achieve success with your product. Read the full article

Onboarding 80

Onboarding 80

Chief Executive

JANUARY 31, 2023

One jolt after another—commoditization of manufactured products, the onset of brand purpose, the varied breakage of norms by the pandemic—has left companies scrambling to hold on to customer relationships that may have survived Covid or been created by it. Reliability is no longer the definition of [customer] satisfaction,” Arussy said.

B2B 98

B2B Marketing Sales Sales 98

Chief Executive

JANUARY 19, 2023

One jolt after another—commoditization of manufactured products, the onset of brand purpose, the varied breakage of norms by the pandemic—has left companies scrambling for customer retention strategies to help relationships that may have survived Covid or been created by it. Make sure customers understand and appreciate that.”

Retention 98

Retention B2B Marketing Sales 98

Help Scout Leadership

AUGUST 22, 2023

Today’s most successful businesses understand their customers on a deeper level. Voice of the Customer data. Here are 10 ways to collect it. Read the full article

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79

15Five

MARCH 25, 2024

Businesses with engaged employees have lower rates of absenteeism and turnover, higher customer loyalty, and increased profitability. For example, if customer service is a major contributor to business success, your employee engagement goals should center around engagement specifically for customer experience reps.

Employee Engagement 78

Employee Engagement Metrics Performance Review Benefits 78

Get Lighthouse

APRIL 26, 2024

How can we measure the success of our strategy? How can we incorporate what we know about market trends and customer needs to improve our strategy? That means external factors greatly impact your chances of success. What data or customer insights do you know that we should keep in mind as we work on our strategy?

Strategic Planning 52

Strategic Planning Marketing Accounts Manager 52

Help Scout Leadership

AUGUST 22, 2023

Customer success managers are already busy. Save time (and improve your customers' experience!) with these onboarding email templates. Read the full article

Onboarding 75

Onboarding Manager 75

AlignOrg

JANUARY 2, 2024

’s success story. Customer-Centricity Gap: Finance Inc. had lost touch with its customer base. The company needed to regain their trust by becoming more customer-centric. Key Metrics: Key performance metrics were established to measure the success of the new operating model and ensure alignment with strategic goals.

Marketing 65

Marketing Revenue Strategic Planning Metrics 65

Eric Jacobson

JANUARY 7, 2024

“The most successful companies are those that adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time,” explains Tiffani Bova , author of the new book, The Experience Mindset: Changing the Way You Think About Growth. Closer employee alignment with business goals.

Operations 58

Operations Revenue Metrics Benefits 58