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

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

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

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. During the Onboarding Stage, customer success takes center stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

ClientSuccess

JULY 9, 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 40

Customer Success NPS Consulting Metrics 40

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

Storyminers

MAY 4, 2016

ROI is simple $’s and cents. This holds true for great customer experiences too. When a company gets it right, CX goes way beyond an NPS or CSat score—it’s all about knowing and understanding your customer so well that the experiences are designed to anticipate a need or desire. So how do you define customer experience?

Industry 140

Industry Customer Experience Interaction Customers 140

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years.

Customer Success 40

Customer Success Metrics Culture NPS 40

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Advocacy.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

Pointillist

JULY 25, 2018

Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.) and delivers meaningful ROI. Pick a mix of financial, customer and operational metrics. Customer Effort Score(CES).

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Pointillist

JULY 25, 2018

Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.) and delivers meaningful ROI. Pick a mix of financial, customer and operational metrics.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43