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. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

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. Your Customers.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Feedbackly

OCTOBER 20, 2022

Ultimately, the goal is to keep your customers happy and loyal to your brand. Both platforms allow users to create and distribute customized online surveys and analyze the data for better decision-making. Feedbackly specializes in experience for high-volume retail and service and offers physical terminals to gather feedback in-store.

Feedback 75

Feedback Software Multi-Channel NPS 75

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ClientSuccess

DECEMBER 1, 2021

If a customer doesn’t trust a CSM, some specific details around how they’re feeling with the product, how the team uses the features, and more could be lost in the silence. Understanding what customer trust entails has been one of the great mysteries of customer success – until now. Toolkit: How To Build Customer Loyalty.

Customer Success 70

Customer Success eBook Customers Loyalty 70

ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. Why customer feedback is important.

Feedback 65

Feedback eBook Customer Success Customers 65

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Who better than the people currently using your product to give feedback on new features? Product Enhancements.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

Tips 87

Tips Customer Success eBook Meeting 87

ClientSuccess

JANUARY 16, 2023

Providing exceptional customer success begins with listening to your customers. It’s essential to create an environment of trust and open communication, where customers feel heard, valued, and appreciated. Making customer listening a priority should be the cornerstone of any customer success team’s strategy.

Tips 64

Tips Social Media eBook Customer Success 64

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Compensation Plans.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

AUGUST 17, 2022

Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships. Here are some tips and tricks to get started: Ask for customer feedback. . This is a company-wide goal that extends far beyond the customer success department.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

ChurnZero

OCTOBER 22, 2020

If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. This article will cover the reasons to give pause before undertaking the complex development of a Customer Success platform. . When it comes to customer retention, there’s business-altering revenue at risk.

Software 59

Software Customer Success CRM Customer Retention 59

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. On the qualitative side, there are indicators such as customer satisfaction, sentiment, and other ad-hoc information that customers share. eBook: Ultimate Guide to Customer Success Metrics.

eBook 77

eBook Metrics NPS Measurement 77

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The customer success survey.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. eBook: Implementing Customer Success. The verdict?

eBook 79

eBook Metrics Call Center NPS 79

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. NPS is routed to: SFDC Service Cloud : Tickets are created for the customer service team who review each piece of feedback and respond to supportable questions.

Data 98

Data Net Promoter Score NPS Effort Score 98

ClientSuccess

OCTOBER 18, 2022

As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues.

Meeting 72

Meeting eBook Resources Customer Success 72

ClientSuccess

MARCH 8, 2018

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

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. Keep tabs on customer satisfaction and account health. .

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

ChurnZero

NOVEMBER 9, 2021

When you personalize and you’re able to adapt the experience to the particular customer, their overall journey — from onboarding forward — becomes smoother and more streamlined. They start to put their trust in you , and the relationship between your customers and your Customer Success team gets stronger. .

Company 97

Company Customer Experience Survey Customer Retention 97

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. Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Gainsight

JANUARY 18, 2021

We compiled our best Product Experience resources from last year, from blogs to ebooks to webinars. This list will help you learn everything you need to know to deliver the ultimate Product Experience for your customers — from utilizing product analytics and product adoption strategies to career advice for Product Management professionals. .

Resources 52

Resources eBook Analytics Customer Success 52

Gainsight

APRIL 21, 2022

We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Creating a Product Roadmap?

Resources 52

Resources Handbook eBook Government 52

ClientSuccess

JULY 6, 2022

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . Continue to invite newly eligible customers to join the program.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

Centercode

DECEMBER 22, 2020

Our team was right there, too, and we’re proud to say that we continued not only to support our customers with our platform and services, but we supported testing professionals with in-depth content to help them adapt and improve. How Defined Processes Are Shaping Success in 2020 (Blog). Engaging Testers. Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

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. According to OpenView , the NPS score doesn’t answer the ultimate “Why” question, and the score may also only give a partial view of how customers actually feel at a certain point in time.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ClientSuccess

OCTOBER 22, 2019

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. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 41

Customer Success Management Touchpoint Software 41

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. When you have multiple teams involved, you have several different perspectives that can help shed light on the customer journey. Segment for Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

Centercode

NOVEMBER 13, 2020

Not only that, but Centercode feeds all of the juicy technographic data from each feedback submission straight into your issue ticketing systems during testing. They’ll work with you and your stakeholders to build a best-fit test plan, then recruit testers, collect feedback, and package the results based on the plan and your key goals.

eBook 98

eBook Entertainment Software Consumers 98