ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. Understanding customer onboarding speed. So, what is customer onboarding speed? eBook: How to Nail Your Onboarding Process.

eBook 76

eBook Metrics NPS Training 76

GetFeedback

DECEMBER 21, 2018

No one understands your customer needs better than your customers. If you want to boost customer retention, ask for customer feedback —and take real action with it. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Cultivate customer relationships.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story.

Metrics 40

Metrics Net Promoter Score Effort Score Customer Experience 40

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

JANUARY 4, 2019

Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Health Score Challenge—Customer Health Data Spread Out. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

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. Are NPS scores taking a dip?

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

Team Support

SEPTEMBER 6, 2022

Most businesses fail to be centered on their customers, and with all likelihood, your B2B business is also coming up short in the customer centricity race. 86% of customers are willing to pay more for a better customer experience. Why your business isn’t customer centric. Don’t aim only for better metrics.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ClientSuccess

FEBRUARY 1, 2021

Many times, a platform that touts itself as ‘customer focused’ is only really effective for one specific part of the customer experience, such as onboarding or issue management. After all, your customers will ideally be around for a while, and any software you invest in should be able to manage all account stages.

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

MARCH 2, 2021

CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . While the reporting structure of an AE and a CSM depends on the specific organization, the roles typically leverage department-specific metrics to track success.

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

JULY 27, 2021

For decades, companies were foundationally built around new customer sales and logos, leaving customer relationship building a secondary effort. Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes.

Customer Success 64

Customer Success Effort Score eBook Trends 64

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. 4 NPS Challenges to Consider and How to Navigate Around Them.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

DECEMBER 7, 2020

Now that the role and importance of a customer success manager is more important than ever before, many organizations are looking to invest time and resources into customer success teams. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores.

Software 65

Software Customer Success eBook Metrics 65

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. To start, it’s critical for agents to have visibility into the metrics that are most important to the business. Important KPIs To Track For Remote Agents.

Contact Center 69

Contact Center Metrics Study eBook 69

Qualtrics

JULY 22, 2021

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of any business, but how these relationships are managed is still a point of contention for many brands.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

Team Support

FEBRUARY 18, 2022

Each of these pillars are purpose-built to provide B2B businesses the necessary framework to ensure great customer support and customer success. Know – analytical relationships over reliance on single metrics.

B2B 105

B2B eBook Sales Analytics 105

Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Team Support

FEBRUARY 18, 2022

Each of these pillars are purpose-built to provide B2B businesses the necessary framework to ensure great customer support and customer success. Know – analytical relationships over reliance on single metrics.

B2B 98

B2B eBook Sales Analytics 98

ChurnZero

NOVEMBER 9, 2021

That’s where a Customer Success software like ChurnZero could come in. We offer a number of integrated survey options , including NPS, CES, CSAT, and custom surveys. All have the option to add in open-ended questions and encourage customers to provide more detail on their experiences.

Company 97

Company Customer Experience Survey Customer Retention 97

Daniel Group

JANUARY 30, 2020

.” In short, this blog outlines and explains the main reasons to listen to your customers which are to improve your: Products (“Metrics tell you what, but feedback can often tell you how and why.”). ” to give the benefits to your NPS score by providing consistent experiences. . ”).

Strategy 52

Strategy B2B eBook B2C 52

ClientSuccess

SEPTEMBER 27, 2018

When customers come first across the entire organization, the overall way team members think about the solutions offered, the messaging used, and the processes in place are sure to change and evolve. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership. The Four Fold Mission of Customer Success.

Trends 74

Trends Customer Success Effort Score ROI 74

Daniel Group

JANUARY 30, 2020

.” In short, this blog outlines and explains the main reasons to listen to your customers which are to improve your: Products (“Metrics tell you what, but feedback can often tell you how and why.”). ” to give the benefits to your NPS score by providing consistent experiences. . ”).

B2B 52

B2B Conference eBook B2C 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. Make sure outside client metrics are clearly defined for all CSMs, if applicable. . You can learn more here.

Metrics 40

Metrics eBook Financial Customer Success 40

ClientSuccess

MAY 8, 2017

Especially in the days of the ‘unicorn startup,’ many companies are redefining roles and workflows within individual organizations, effectively decreasing uniformity that was so common in the customer success world. Now, a Customer Success Manager (CSM) can be the same role as a Client Advocate or even a Customer Relationship Rock Star.

Customer Success 42

Customer Success Net Promoter Score Metrics NPS 42

ChurnZero

NOVEMBER 9, 2021

That’s where a Customer Success software like ChurnZero could come in. We offer a number of integrated survey options , including NPS, CES, CSAT, and custom surveys. All have the option to add in open-ended questions and encourage customers to provide more detail on their experiences.

Company 52

Company Customer Experience Survey Customer Retention 52

Gainsight

DECEMBER 15, 2021

Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . New Value-Driven Metrics. You will see it in the way customers talk about the product. Strong relationships with individuals at every level of your customer’s organization.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

Qualtrics

DECEMBER 20, 2018

Before you know what areas to improve you need to do some customer experience research to understand your customer experience, and what factors move your customer satisfaction metrics. Research throughout the customer lifecycle. – See our predesigned relational NPS project.

Customer Experience 30

Customer Experience Effort Score Rewards Programs NPS 30

ChurnZero

FEBRUARY 28, 2020

You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

SurveySparrow

SEPTEMBER 6, 2019

As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end. Knowing what your customers want will make you take steps that will benefit your enterprise.

Social Media 51

Social Media Effort Score Metrics Customers 51

ClientSuccess

JULY 5, 2017

One of the most critical stages of the customer lifecycle is the sales handoff. The transition between the sales cycle and the ‘becoming a customer’ portion of the relationship sets the tone for how the rest of the customer relationship will play out. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Sales 40

Sales Customer Success ROI Strategy 40

Responsetek

MAY 8, 2018

Working with our CEM platform, our insurance clients typically see an average improvement in NPS® (satisifaction score) of 12.0 This closed-loop strategy and system has allowed insurance clients to truly understand the customer pain-points during the claims processing journey. PTS within the first 12 months of program launch.

CEM 40

CEM Strategy Insurance Abandon Rate 40

ChurnZero

MARCH 20, 2020

Departments share company-wide goals, but often have differing views on how to achieve them due to isolated focuses, competing priorities, and individual success metrics. They need to analyze and synthesize this behavioral data to uncover trends and anomalies as well as craft a contextual narrative for the customer.

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52