ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Practicing empathy puts us in the proper headspace to learn from our customers.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

Quadient

OCTOBER 1, 2021

The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. The common theme in customer experience trends is acceleration. What do you want them to feel?

Trends 52

Trends Customer Journeys Customer Experience eBook 52

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

JANUARY 12, 2021

While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. Build a thorough customer success journey map for every single customer. Make customer success an industry-wide initiative.

Customer Success 53

Customer Success Customer Journeys eBook Customer Retention 53

ClientSuccess

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. How to calculate Customer Effort Score.

Effort Score 79

Effort Score How To eBook Metrics 79

ClientSuccess

MAY 4, 2021

As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows. While some CSMs manage their account reviews every year, it wise to set up a quarterly check-in. Webinar: Delivering Customer Success at Scale.

Customer Journeys 52

Customer Journeys eBook Meeting Customer Success 52

ClientSuccess

AUGUST 31, 2020

Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . As your team is getting up to speed on your new customer success platform, use the onboarding experience to inform and shape the onboarding experience for customers.

Customer Success 105

Customer Success How To eBook Leadership 105

Second to None

MAY 8, 2018

Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. There’s a lot of distracting content online, and sustaining a customer’s attention long enough that they make a purchase is difficult. How an Email Marketing Strategy Enhances the Customer Journey.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

ClientSuccess

DECEMBER 20, 2018

To learn the formulas and definitions from above download our eBook called The Ultimate Guide to Customer Success Metrics. Compiled from feedback of the top customer success leaders in SaaS. Download: The Ultimate Guide to Customer Success Metrics. Customer Lifecycle/Journey Mapping.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

Gainsight

DECEMBER 15, 2023

Why CS Needs to Learn How to Speak CFO For years, we’ve been talking about your CS team being trusted advisors to your customers and doing the important work of helping them be more successful. Tip 1: Learn the Revenue Love Language CS orgs are now at the executive leadership table and in the boardroom.

Tips 52

Tips Leadership Sales Training 52

ClientSuccess

DECEMBER 5, 2022

Executives and department leaders can benefit from the expertise available from a CAB to facilitate understanding of the customer journey faster and more effectively. Learn more about the customer journey with this toolkit. Build Your CAB with the Right Mix of Customers. Find customer champions.

Tips 87

Tips Customer Success eBook Meeting 87

ChurnZero

NOVEMBER 9, 2021

When you’re ready to improve customer onboarding , then follow our six tips to enhance the most influential phase of your customer’s journey. To be a competent and confident Customer Success Manager (CSM) you should know where your customers are in their journey at any given time, but especially during their onboarding process.

Tips 98

Tips eBook Customer Retention Feedback 98

Centercode

AUGUST 27, 2019

Due in part to the speed of development, test automation, and artificial intelligence, a greater proportion of test management is now influenced or even controlled by developers. Rather, the skills we should cultivate (and really, it’s more about “relearning”) are those that humanize the roles of beta and test management.

Communication 49

Communication Management eBook Conference 49

ClientSuccess

MARCH 27, 2018

Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key takeaways from Jeppsen’s approach is to define what you want the customer to experience along the journey before you define the stage names. Pre Sales. This is the place!

Customer Journeys 40

Customer Journeys Customer Experience How To ROI 40

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ClientSuccess

JUNE 2, 2017

How to build and align the customer journey map and experience. Request the recorded webinar here: The Customer Success Maturity Maturity Model. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar. Customer Success as a Culture: Sales Leaders Edition.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Customer Journey Toolkit.

How To 74

How To eBook Tips Resources 74

ClientSuccess

OCTOBER 12, 2022

You can learn more about finding the right customer success solution for your organization here and check out these related resources: . Webinar: Designing the Playbooks to Power Your Customer Journey. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Churn Management Toolkit. Start Here!

Software 76

Software Customer Success eBook Metrics 76

ChurnZero

APRIL 3, 2020

With the changing landscape, now more than ever, having meaningful and relevant conversations about your customer’s challenges and goals will be key to your company’s success. To learn how Customer Success Managers can maximize this valuable customer time, we hosted a webinar with The Success League’s Amy Mustoe.

Customer Journeys 52

Customer Journeys Customer Success Sales Return on Investment 52

ClientSuccess

AUGUST 8, 2017

Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. What approach to take to build the customer journey map. Your Presenters.

Sales 40

Sales Customer Success Customer Journeys eBook 40

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. With a dedicated customer success platform, CSMs and team leaders can effectively drive customer adoption, retention, and growth and track their success.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Understand how each stage of the customer journey impacts the customer. eBook: How to Build and Scale a Customer Success Team.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

ClientSuccess

JANUARY 24, 2019

When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Typically, customer handoffs are such a complex part of the customer journey because they set the tone for how a relationship is actually going to work.

Customer Success 46

Customer Success Customer Journeys Touchpoint Culture 46

BirdEye

OCTOBER 16, 2020

Buying a car is a big decision and customers want to go with the best. In the experience economy, the dealerships that win offer winning experiences at every point of the customer journey. In this article, we’ll go through five ways you can improve your customer experience , sell more cars, and grow your dealership.

Strategy 98

Strategy Customer Experience eBook Tips 98

ClientSuccess

FEBRUARY 15, 2021

For years, the customer success world operated on the underlying “Golden Rule’ principle – treat others how you would like to be treated. What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset. going to provide value to the customer?

Customer relationships 59

Customer relationships eBook Resources Customer Centricity 59

Comm100

OCTOBER 8, 2020

The live chat app also has features to help agents manage chats efficiently, including several inbox views and conversation labels. Take a look at our helpful eBook – The Live Chat Buyer’s Guide: What to Look for and How to Ask. Free eBook. The design is modern and has a friendly UI. seconds (compared to 3.3

CRM 100

CRM Software eBook Video 100

BlueOcean

DECEMBER 20, 2017

Not everyone is going to advance into a role of managing people – are you drawing your analysts, specialists, HR, and workforce resources from folks who started in production? Resolving this issue depends on having a leadership team that is highly aware of workplace diversity and committed to creating a great place to work. But Wait.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

ChurnZero

NOVEMBER 9, 2021

When you’re ready to improve customer onboarding , then follow our six tips to enhance the most influential phase of your customer’s journey. If you don’t, your customer might be struggling and you would have no idea. (If Like anything else, customer onboarding needs maintenance.

Tips 52

Tips eBook Customer Retention Feedback 52

ClientSuccess

APRIL 2, 2019

What kind of internal resources do successful customers have in common? What does the financial picture of a successful customer look like? What does the leadership or executive team look like at successful customer? 5 Best Practices to Build a Customer Success Journey Map.

Sales 45

Sales Customer Success Customer Journeys Metrics 45

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. Here is a quick primer on customer success software and why it’s so critical for CSM teams: 1. Delivering an optimal experience to customers.

Software 65

Software Customer Success eBook Metrics 65

ClientSuccess

MAY 24, 2022

This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented. eBook: Ultimate Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics.

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

ClientSuccess

NOVEMBER 24, 2021

Your customers can be your biggest advocates, your biggest cheerleaders, and some of your best resources for growth – if they’re engaged correctly. Here are three customer engagement management initiatives that CSMs can own with customers: 1. eBook: Customer Success Best Practices from 20+ Executives.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

Kayako

AUGUST 22, 2019

In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. Customer Success & Support . The work you do here helps make the first step in the customer’s journey (with you) possible. .

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ChurnZero

FEBRUARY 11, 2022

This gives you the means to showcase improvements and talk about the capabilities that your customer success organization has today that they didn’t have last month, quarter, or year. As a customer success leader, you want to be the one who engages with customers more than any other executive in the room.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

ClientSuccess

APRIL 15, 2019

In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Everyone on your team should have a clear understanding of the value proposition of your product and why a customer would purchase it in the first place.

Customer Journeys 50

Customer Journeys eBook Customer Success Sales 50