Gainsight

OCTOBER 17, 2022

Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . At Gainsight, we believe that truly durable growth is built on strong customer relationships. That’s why customer success and product experience become core competencies during a downturn. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

ClientSuccess

AUGUST 17, 2022

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

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

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

But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Toolkit: Churn Management Toolkit.

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

ClientSuccess

SEPTEMBER 17, 2021

Today’s CSMs act as the one-stop go-between for a customer and the rest of a vendor organization. From product announcements to marketing requests, CSMs are typically the point of contact to relay this information to a customer. This same sense of leadership is also true for sales discussions.

eBook 52

eBook Leadership Sales Customers 52

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

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

MARCH 2, 2021

The number one difference between the two roles is the goal at the foundation of each: CSMs are there to help customers achieve their goals and see value with a platform while AEs are often looking to drive new or renewed business. eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

AUGUST 2, 2021

Ensure you promote that this is a foundational pillar of your customer success strategy, both with current and prospective customers. Who knows – transparency with customers could help your sales team close new deals! This means transparency with customers, of course, but also internally, from the top down.

eBook 68

eBook Customer relationships Customers Tips 68

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. Unexpected + Unavoidable.

eBook 59

eBook ROI Customer relationships Customer Voice 59

ClientSuccess

APRIL 20, 2021

One quick search on the internet brings up thousands of articles about ‘what your customers really want’ and ‘one thing customers are looking for but will never tell you’. For CSMs, the amount of content out there touting the secret sauce for amazing customer relationships can be overwhelming and, quite simply, confusing. .

eBook 69

eBook Customer relationships Course Resources 69

ClientSuccess

FEBRUARY 8, 2023

For example, if a customer purchases 20 licenses but uses only 5, the license utilization rate is only 25%. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution. Did they achieve these outcomes?

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

AUGUST 24, 2021

It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. Check out the steps your team can take to optimize your sales through onboarding customer experience: 1.

eBook 52

eBook Sales Meeting Resources 52

ClientSuccess

APRIL 28, 2021

When do customers ‘go dark’. If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. Here are a few ways to proactively avoid being ghosted by customers: 1. eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: Customer Onboarding Toolkit.

How To 64

How To eBook Metrics Customer relationships 64

ClientSuccess

MARCH 23, 2021

How is your team currently running video calls with customers? You can learn more about managing customer relationships in the work from home era with here: Webinar: Cultivating Customer Relationships Through Crisis. Webinar: The Handoff: Sales to Customer Success.

Video 65

Video eBook Meeting Customer relationships 65

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

ClientSuccess

AUGUST 14, 2019

Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . The role of a SaaS industry CSM has become increasingly complex because it covers so many different parts of the customer lifecycle. This conversation is especially important to have with your sales leader counterparts.

Metrics 40

Metrics eBook Financial Customer Success 40

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 13, 2019

With such a huge responsibility on their shoulders, CSMs need to be prepared to approach customer accounts with this growth-focused mindset. When it comes down to it, fostering customer loyalty and prioritizing valuable customer relationships is the best way to improve account value and increase retention/growth.

Loyalty 54

Loyalty eBook Customer relationships Customer Success 54

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

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. In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented.

Report 59

Report Customer Success eBook Communication 59

ClientSuccess

JULY 14, 2017

Ed Powers is a four-time entrepreneur with thirty years of experience with a variety of companies in sales, marketing and operations. post-sales customer operations for simPRO, an Australian company that makes software for trade contractors. View webinar: The Customer Success Maturity Model: Request the Recorded Webinar.

Customer Success 41

Customer Success eBook Culture Software 41

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. t wears that never gave them the con?dence

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

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. In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented.

Report 52

Report Customer Success eBook Technology 52

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. In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented.

Report 52

Report Customer Success eBook Technology 52

ClientSuccess

SEPTEMBER 27, 2018

In recent years, many organizations have started to realize the importance of a strong customer success team, not just to keep clients happy but to the success of the entire organization. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Trends 74

Trends Customer Success Effort Score ROI 74

Second to None

MAY 8, 2018

Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales. Your emails in this stage can include free trial offers, as well as free content like webinars, videos, or ebooks, all of which should serve to demonstrate the usefulness of your services.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

ClientSuccess

DECEMBER 12, 2017

Here are some steps a CSM can take when a customer churns to recover quickly and ensure corrective action in the future: Step 1: Review The Customer Relationship. Immediately after a customer attrition conversation, a CSM and his or her team should begin to review the customer relationship in depth.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ClientSuccess

NOVEMBER 21, 2017

5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end.

Engagement 50

Engagement Metrics eBook Customer Success 50

ClientSuccess

OCTOBER 2, 2019

These individuals have long been specialists outside of new business sales teams. An Account Manager (or AM for short) goes after existing customers with the goal of renewing, cross-selling, and upselling the company’s product. As a general guideline of the duties of a Customer Service Manager, JobHero’s definition is helpful: . “A

Customer Success 47

Customer Success Management Metrics Guidelines 47

ClientSuccess

OCTOBER 5, 2017

Affecting both sales and customer success teams (and, in reality, entire organizations), new competitors and startups in the marketplace are throwing a curve ball at CSMs and their leaders. This last trend, while not necessarily a threat to customer success, is definitely shaking things up for SaaS industry leaders. Competency.

Trends 41

Trends Customer Success eBook Customer relationships 41

ClientSuccess

AUGUST 14, 2018

We’re lucky to have this week’s frontline CSM best practice come from Cole Sanders of ClientSuccess , who recently joined our team and brings with him over 5 years of customer success and sales experience! From : Cole Sanders , Sr Customer Success Manager. I worked in Sales prior to making the move to Customer Success.

Customer Success 42

Customer Success eBook Software Sales 42

Stella Connect

JUNE 15, 2017

If your goal is to increase customer loyalty and revenues via suggestive selling, for example (or better yet, service delivery + 1 ), you can use mystery shopping to determine whether employees are demonstrating specific behaviors that build the customer relationship and drive sales—and whether your training programs need fine-tuning.

ROI 40

ROI Measurement Brands Omni-Channel 40