ClientSuccess

MAY 10, 2022

However, there is an additional metric used by customer success teams (and, more recently, proactive executive leadership teams) to calculate the value of a customer beyond just what is outlined in the initial contract: Customer Lifetime Value (CLV). What is Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Slack : NPS feedback is shared across a company-wide channel for transparency and to individual customer success managers in charge of managing that account.

Data 98

Data Net Promoter Score NPS Effort Score 98

ClientSuccess

JUNE 15, 2021

Here are three reasons a customer success platform is essential to long-term company success: Customer lifecycle planning: One of the critical parts of building long-term customer relationships is having a plan in place for how you want your customers to grow. Toolkit: Team Leadership Toolkit.

Customer Success 52

Customer Success Company eBook Customer relationships 52

ClientSuccess

APRIL 13, 2021

A critical goal for every CSM should be to establish yourself as a key executive asset for customers and here’s how. A deep understanding of your customer relationship: First, CSMs should have a deep and thorough understanding of their customer relationships. Toolkit: Team Leadership Toolkit.

eBook 52

eBook Customer relationships Leadership Course 52

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. eBook: 5 Ways To Surprise & Delight Your Customers.

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ClientSuccess

FEBRUARY 22, 2023

In addition, customer success is focused on building long-term relationships with customers and helping them achieve ongoing success. Unlike customer support, which is reactive, customer success is proactive. Customer success managers work with customers to identify and help them achieve their goals.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

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. Making an apology to customers after things go wrong is positively related to satisfaction with restoring the customer relationship.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. Let’s talk about Account Managers first.

Customer Success 47

Customer Success Management Metrics Guidelines 47

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. For many, onboarding is one of those situations.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. So if you’re looking for answers on how best to manage customer renewals, then read on! Things To Consider… How complicated are your contracts?

Customer Success 71

Customer Success Sales eBook Resources 71

ClientSuccess

OCTOBER 5, 2021

If your customers start to go dark, back out of meetings unexpectedly, or miss key project milestones, then you may want to start looking into if something is wrong. Don’t forget that it’s okay to bring up the sentiment on calls with customers to talk through any red flags or dips you may be seeing in the data.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

SEPTEMBER 13, 2022

Why does customer onboarding speed matter? Depending on how your team manages customer onboarding workflows, onboarding can kick off before a deal is officially signed. Getting a platform to where a customer is happy with and ready to use is no small feat. eBook: How to Nail Your Onboarding Process.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Sam Feil , Customer Success Manager. From : Sara Masson , Senior Customer Success Manager. Company : ClientSuccess.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

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

ClientSuccess

JUNE 29, 2022

This doesn’t need to be an intense, drawn-out check-in, but making sure a customer feels okay with their status and doesn’t need anything can give a much-needed personal touch to an otherwise somewhat clinical customer relationship. eBook: How to Become a Great Customer Success Manager. Want to learn more?

eBook 59

eBook Meeting Tips Customers 59

ClientSuccess

MARCH 23, 2021

If a new team member joins the account team, always have them introduce themselves to the customer with their video on. This makes things much more personal and helps customers feel comfortable with the new business analyst or implementation manager joining the team. How is your team currently running video calls with customers?

Video 65

Video eBook Meeting Customer relationships 65

ClientSuccess

OCTOBER 20, 2020

While customer success is definitely at the top of every organization’s priority list for 2021, investing in a dedicated customer success management platform requires executive and administrative input that can be garnered during these planning strategy sessions over the next few weeks.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

ClientSuccess

JANUARY 11, 2023

Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products. Learn more about building customer loyalty in this ebook. It’s no surprise that customer success and loyalty go hand-in-hand.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

OCTOBER 19, 2021

While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn. If a customer approaches your team with the news that they are shopping competition, work with them to see if anything can be done to save the relationship. Toolkit: Churn Management Toolkit.

eBook 59

eBook ROI Customer relationships Customer Voice 59

ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. Here are a few ways to proactively avoid being ghosted by customers: 1.

How To 64

How To eBook Metrics Customer relationships 64

ClientSuccess

JULY 13, 2021

They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. Webinar: How To Measure The Strength of Your Customer Relationships.

eBook 52

eBook Customer relationships Customers Communication 52

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. .

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

ClientSuccess

JULY 7, 2021

Customer success managers are tasked with being great at a lot of things. Project management, sales, issue mitigation, etc. – This is why requiring CSMs to be excellent at leading strategic planning conversations with customers can sometimes be a little tricky. eBook: 3 Steps To Putting Your Customer First This Year.

eBook 59

eBook Meeting Customer Success Customers 59

ClientSuccess

FEBRUARY 8, 2023

Check out our resources below for more customer success best practices and insights for how your organization can build strong customer relationships: eBooks: 5 Ways to Surprise & Delight Your Customers 3 Steps to Putting Customers First Blog Posts: 4 Personalities of Great CSMs 6 Listening Techniques of Great Customer Success Leaders 3 Simple (..)

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers. Let’s get started!

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

Customer Success 74

Customer Success Culture eBook Social Media 74

Playvox

SEPTEMBER 30, 2022

Your Customer Service Team Matters. Lilith Antunovic , customer experience manager at Rentman , found herself experiencing this issue throughout her career — so she set out to change the view of customer service teams within the community. Showcase Your Customer Support Team Progress. What are they unhappy about?

Contact Center 67

Contact Center eBook Report Tips 67

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. What Is Customer Lifecycle Management? How To Get Started With Customer Lifecycle Management.

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

ClientSuccess

AUGUST 24, 2021

It doesn’t help, either, that this handoff happens early on in the customer success journey. An awkward transition from the sales process to implementation and onboarding can set the tone for the entire customer relationship – good or bad. Webinar: The Handoff: Sales to Customer Success. Interested in learning more?

eBook 52

eBook Sales Meeting Resources 52

ClientSuccess

AUGUST 14, 2019

These days, CSMs are brought in during sales conversations to answer questions and map out customer journeys, but they’re also heavily involved during onboarding, implementation, ongoing support, and expansion conversations. Customer success leaders should be constantly evaluating and grading current plans to see where changes should be made.

Metrics 40

Metrics eBook Financial Customer Success 40

ChurnZero

FEBRUARY 5, 2020

Become Visible – As Customer Success is still an emerging discipline the industry is hungry for best practices, thought leadership, and lessons learned. So now is the time to elevate your presence in the space and become a known Customer Success leader. dence to own their role in the customer relationship.

Conference 64

Conference eBook Customer Success Metrics 64

ChurnZero

MARCH 3, 2020

Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is planning on hosting twenty-four RYG Leadership Hour events in 2020.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. You never get a second chance to make a first impression, and this adage is even more important when it’s a customer relationship on the line.

Loyalty 54

Loyalty eBook Customer relationships Customer Success 54

ClientSuccess

JANUARY 23, 2020

By combining a deep knowledge of the product and/or platform with the ability to communicate and engage with consumers with ease, CSMs are instrumental in cultivating and managing customer relationships. Access more valuable resources to become a better CSM: Webinar: 5 Strategies for Top Performing Customer Success Teams.

Report 59

Report Customer Success eBook Communication 59

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI? Increasing ROI with better customer relationship management.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80