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

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Customer Success 87

Customer Success Tips Management Sales 87

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. What Service Level Metrics Are Most Relevant to Your Business Now? What should your outsourcer – and you – be measuring beyond those standard metrics?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image.

Customer Success 111

Customer Success Management NPS Sales 111

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. Third-party data on customer attitudes, purchase preferences and digital actions. Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT).

Data 98

Data Net Promoter Score NPS Effort Score 98

Gainsight

OCTOBER 13, 2022

To help you do that, we created the SaaS Durable Growth Kit for Customer Success , a collection of insights and proven strategies from Gainsight executives that shifts the conversation from “what now” to “what’s possible.” . Capote shares five key points of advice for SaaS customer success leaders: .

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

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. This is also a great metric for your support team to monitor. The verdict?

eBook 79

eBook Metrics Call Center NPS 79

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. 1: Customer Retention Rate.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

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

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

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

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

Feedbackly

OCTOBER 27, 2022

But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! Through EVI® surveys, you can understand how customers perceive your business emotionally. EVI® is a metric that can effectively tap into customer feelings – a core element in decision-making.

Effort Score 98

Effort Score Customer Journeys Metrics Retail 98

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common tools businesses use to track how happy customers are.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

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 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

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 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

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Webinar: The Customer Success Maturity Model.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

Feedbackly

OCTOBER 20, 2022

You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS. QuestionPro also offers a feature called NPS+ that is geared to help businesses understand the root cause of the pain points. However, NPS has many limitations when it comes to applicability.

Feedback 75

Feedback Software Multi-Channel NPS 75

ClientSuccess

NOVEMBER 22, 2021

Collecting data and insights from each of these channels – and then sharing it with the necessary teams – ensures that your team can proactively act on the information you have and be a true Voice of the Customer. . A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

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

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. You can use it to identify pain points and improve the overall customer journey.

Customer Journeys 64

Customer Journeys Measurement NPS eBook 64

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. Evaluation Stage. Onboarding Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

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

ChurnZero

DECEMBER 28, 2018

We’ve published +60 posts on a variety of Customer Success related topics like customer churn, product adoption, customer journeys and more. 10 Punny Customer Success Jokes. Check out this blog post to read ten Customer Success jokes that only a CSM would get.

Net Promoter Score 49

Net Promoter Score eBook Social Media Effort Score 49

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Success 49

Customer Success How To e-support eBook 49

ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) are Declining.

Net Promoter Score 58

Net Promoter Score Metrics NPS eBook 58

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. Why is WEM Better than WFO?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

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. This way the CSM is aware of all promises, discussions, and even internal political issues before they even meet the customer.

Sales 40

Sales Customer Success ROI Strategy 40

Feedbackly

JUNE 1, 2023

Delivering Emotional Value through Every Interaction So, how can you deliver a strong emotional experience during customer-brand interactions in the buying journey? EVI® is a metric that can be utilized to measure and improve the quality of emotional experience at any stage in the customer journey.

eBook 52

eBook Touchpoint NPS Brands 52

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52

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 52

Company Customer Experience Survey Customer Retention 52

ClientSuccess

AUGUST 14, 2019

Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output. Webinar: 5 Strategies of Top Performing Customer Success Teams.

Metrics 40

Metrics eBook Financial Customer Success 40