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.

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Customer Success Management eBook Metrics 62

ChurnZero

APRIL 12, 2022

A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. The ability to offer leadership to all customer-facing teams. Definition of a chief customer officer. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. But training can pay dividends before a sale, leading to many more of them. Thought Leadership Think of any well-established company.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

Gainsight

JULY 12, 2023

In traditional, high-touch CS, Digital CS, and everything in between, CS Ops is the key ingredient to supercharging Customer Success Manager (CSM) efficiency and ensuring a consistent customer experience. Apply this knowledge to shape the future of our customer success function, driving innovation and thought leadership.

eBook 52

eBook Leadership Omni-Channel Innovation 52

Gainsight

DECEMBER 15, 2023

But now Customer Success Managers (CSMs) are also being asked to become more sales- or revenue-driven, and in some cases, they’re even being asked to own a revenue number. That’s still firmly in the sales team’s purview. If you break down what Sales and CS do, a lot of the activities are the same,” says Dhaliwal.

Tips 52

Tips Leadership Sales Training 52

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. Integrated data is how Sales and Marketing gets done. This is part 3 in a 5-part series. CX Lags Behind. Less so for CX.

Data 98

Data Net Promoter Score NPS Effort Score 98

ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Today’s SaaS-focused customer success management teams have seen the success of their colleagues in other departments like sales and marketing and are ready to make the shift to high-impact, cloud-based customer success software.

Customer Success 105

Customer Success How To eBook Leadership 105

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Were any marketing initiatives discussed during the sales process? eBook: Ultimate Guide to Customer Success Metrics. What is Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

ClientSuccess

JANUARY 19, 2021

Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey. eBook: Top CS Executives Predict Trends. What is the customer journey? Webinar: Creating an Onboarding Program.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

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

FEBRUARY 15, 2022

Customer Success + Sales . One of the most critical internal relationships customer success teams have with sales is sales, so it makes sense to put this collaboration and cross-functional focus on display during the interview process. eBook: How to Become a Great Customer Success Manager. Ready to learn more?

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

ClientSuccess

JUNE 15, 2021

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. During this planning stage, CSMs can identify areas where other team representatives (sales, product, etc.) Toolkit: Team Leadership Toolkit.

Customer Success 52

Customer Success Company eBook Customer relationships 52

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. For example, an operations resource on a sales team will often be the go-to person for building workflows and creating processes within a CRM. .

Customer Success 68

Customer Success eBook Resources Metrics 68

ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. are managed in some part by CSMs.

eBook 75

eBook Sales Customer Success Customers 75

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Strategy 40

Comm100

NOVEMBER 2, 2020

Instead of letting prospects bounce off a landing page before asking that one important question on their mind, your AI customer service bot can step in and provide instant answers, book an appointment with your sales team, or help customers make a payment right there and then. Post-sale, your chatbot can be a 24/7 customer success manager.

Chatbots 148

Chatbots Examples Customer Service Banking 148

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. eBook: Implementing Customer Success.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Customer Success 47

Customer Success Management Metrics Guidelines 47

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. eBook: 5 Ways To Surprise & Delight Your Customers. 3 Tips That Can Help!

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

TechSee

FEBRUARY 21, 2022

Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing. It can also help with inventory management by learning from past data – such as the sales fluctuations due to weather, local events, and competitor promotions – to predict inventory requirements and avoid shortages.

Innovation 109

Innovation Company Self Service Insurance 109

ClientSuccess

AUGUST 8, 2017

Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

Sales 40

Sales Customer Success Customer Journeys eBook 40

ClientSuccess

APRIL 13, 2021

As you’re working to establish yourself as an executive asset for customers, it’s important to make sure you don’t veer into sales territory. While new features or functionality may require an upsell conversation, CSMs should leave these to account managers. Toolkit: Team Leadership Toolkit.

eBook 52

eBook Customer relationships Leadership Course 52

ClientSuccess

MARCH 8, 2023

You can learn more about optimizing your customer communication strategy with these additional resources from ClientSuccess : Webinar: How to Have More Strategic Customer Conversations eBook: Customer Success as a Culture: Marketing Leaders Edition Toolkit: Sales, Marketing & Customer Success Alignment Toolkit The post Tips for Writing Effective (..)

Customer Success 79

Customer Success Tips eBook Roadmap 79

ClientSuccess

FEBRUARY 22, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. In order to deliver the best customer experience possible, customer success managers and leaders should develop the following critical skills: Problem Solving and Resolution. There are always challenges during the customer lifecycle.

Customer Success 58

Customer Success Management eBook Customers 58

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. eBook: CSM from the Trenches: Implementing Customer Success. to make sure things are on track.

How To 74

How To eBook Tips Resources 74

Centercode

FEBRUARY 18, 2021

Half of test managers report that finding time to manage tests is difficult (That’s unsurprising when 84% are juggling beta test management alongside their primary responsibilities). This enables test managers to deliver customer-driven recommendations that. Read the Ebook.

eBook 59

eBook Wireless Fashion Social Media 59

BirdEye

OCTOBER 16, 2020

On the other hand, being too slow to react to customer opinion means losing sales to dealerships that are better prepared to embrace digital transformation. Get leadership involved. Consider using a referral management software instead. But luckily, we compiled this eBook with all of the information that you need.

Strategy 98

Strategy Customer Experience eBook Tips 98

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. An awkward transition from the sales process to implementation and onboarding can set the tone for the entire customer relationship – good or bad.

eBook 52

eBook Sales Meeting Resources 52

ClientSuccess

JULY 1, 2021

This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. Skill #3: Relationship Management . Skill #4: Sales (or sales-adjacent) Experience . eBook: The Definitive Guide to CSM Comp Plans.

How To 52

How To eBook Sales Communication 52

ClientSuccess

DECEMBER 5, 2022

Gain insight from your Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be. finding and managing a core customer base. eBook: 5 Ways to Surprise & Delight Your Customers. Find customer champions. Invite from the top.

Tips 87

Tips Customer Success eBook Social Media 87

ClientSuccess

NOVEMBER 2, 2021

While CSMs are often tied up in the day-to-day implementation and project plan of managing customers, a few long-term initiatives also require additional attention. Customer references are essential for supporting growth and expansion with existing customers and in sales discussions with prospects.

Marketing 59

Marketing Case Study eBook Study 59

ClientSuccess

FEBRUARY 15, 2021

What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset. Share new content and resources with your customer contacts, including eBooks, webinars, and product notes, to help boost their product value. going to provide value to the customer?

Customer relationships 59

Customer relationships eBook Resources Customer Centricity 59

ClientSuccess

NOVEMBER 15, 2017

What Is Customer Lifecycle Management? Customer Lifecycle Management (sometimes referred to as “CLM”) is the process of mapping out the entire customer journey and then associating specific lifecycle stages to individual metrics. The Customer Lifecycle Begins The Moment a Sales Is Closed.

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. You can learn more about ClientSuccess here or through these other resources: Webinar: How to Speed Up Onboarding, Reduce Churn, & Drive Sales/Success Alignment.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . I am excited to have Lisa as part of my senior leadership team.” 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52