ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner. Playbook Vectors by Vecteezy.

eBook 72

eBook Resources Customer Success Training 72

ClientSuccess

MARCH 1, 2022

Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Your team wants onboarding to go as smoothly as possible, no matter the customer in question. Get your first call with the customer on the calendar.

Metrics 76

Metrics Sales Customers Customer Journeys 76

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. What is a customer account review? Wins: Where has the customer met or even exceeded their goals on your platform?

How To 74

How To eBook Tips Resources 74

Kustomer

APRIL 2, 2023

It’s a question we wrestle with everyday at Kustomer, trying to stay ahead of consumer trends and ensure the experience our customers can offer is best-in-class, both in quality and efficiency. We like to think of support agents as everyday heroes, helping customers locate their orders or obtain a different size for that important outfit.

CRM 98

CRM Chatbots Trends Consumers 98

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. Luckily for customer success teams, there is no shortage of resources available. The Customer Success Community online forum.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

ClientSuccess

AUGUST 3, 2022

Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information. Customers have a myriad of questions of their own, ranging from straightforward one-off platform inquiries to larger, more complex discussion topics. The verdict?

eBook 79

eBook Metrics Call Center NPS 79

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 marketing is one of these initiatives. There are three different types of marketing programs that can help support customer advocacy: 1.Reference

Marketing 59

Marketing Case Study eBook Study 59

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. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. It heavily utilizes digital technology products and services to cater directly to customer needs. Let’s break down how you can do just that now.

Self Service 130

Self Service Consumers Customer Service Social Media 130

ClientSuccess

JANUARY 5, 2022

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Now it’s time for the new CSM to step up and become familiar with the customer account.

Customer Journeys 68

Customer Journeys eBook Leadership System 68

BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI can be a powerful tool, but it is just one cog in the customer care engine. You’ve got your game face on.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

Totango

APRIL 24, 2020

This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. The full recording will be available on Totango’s Everything Customer Success YouTube channel but some of the key takeaways include: Digital Transformation has accelerated as enterprises scramble to the cloud.

System 62

System Customer Success Customer Journeys Communication 62

AWS Machine Learning

SEPTEMBER 28, 2022

The SageMaker Migration Toolkit. For Scikit-learn, PyTorch, and TensorFlow models, this library supports deploying trained models to a SageMaker real-time endpoint or serverless endpoint. These endpoints are fully managed and support auto scaling. With SageMaker, you can provide an inference script to add this customization.

Training 74

Training Data Travel Examples 74

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. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success eBook Innovation Metrics 81

Ecrion

MARCH 19, 2020

Perhaps you want to use a PDF for your business’s customer invoices or estimates, for instance. For more detailed guidance and solutions, check out our developer toolkits for converting documents. Our PDF generation toolkit, for instance, will handle all of your PDF conversions and template layout design strategies.

Software 74

Software System Analytics Data 74

ClientSuccess

JUNE 8, 2021

When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback. While these are all excellent baseline measurements, every customer is different. Identifying customer value decay. Negative customer support experiences.

How To 52

How To eBook Trends Customer Journeys 52

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

Magellan Solutions

SEPTEMBER 18, 2023

When they work together, they can attract and keep customers, which is great for your organization’s success and making money. This is achieved through well-prepared agents guiding customers toward a decision. This enables them to understand customer needs and pitch tailored solutions. Personalized Approach.

Strategy 98

Strategy Sales Training Call Center 98

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

ClientSuccess

JUNE 1, 2022

It is more than just working through an implementation or onboarding plan, providing ongoing support to customers throughout their lifecycle, and delivering on customer expectations. . Instead, modern CSMs are often asked to spearhead one of SaaS business’ most daunting and unpredictable aspects: customer churn. .

Tips 52

Tips Roadmap Customer relationships Customer Relationship Management 52

Totango

MARCH 31, 2020

Take a much closer look at your customers and their exposure to COVID-19 and implement the necessary action in your business to not only survive during these unprecedented times but also thrive and innovate. Segment customers by COVID 19 exposure. Get on Zoom with your key partners and customers. Do one or do all.

Leadership 81

Leadership Video Guidelines Resources 81

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past.

Customer Retention 52

Customer Retention Rewards Programs Financial Loyalty 52

ClientSuccess

NOVEMBER 11, 2021

In Part 1 of the customer marketing series, we discussed how CSMs can advocate for their customers through customer success stories and reference programs. Through this kind of advocacy work, CSMs can help customers share their stories, thank them for their partnership, and leverage success as a sales tool. Newsletter .

Marketing 52

Marketing Case Study eBook Leadership 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. . What is a customer loyalty program?

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. So how can you train and onboard your customer service agents when they are working remotely? Adopt customer service software with robust management tools . Sometimes you just need to get in there and help the customer.

Training 130

Training Tips Customer Service Knowledge Base 130

BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. What Does AI Customer Service Look Like?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

CSM Magazine

JUNE 14, 2022

Customer Support Representatives have too much on their plate. Customers can forget passwords or be exposed if a cybercriminal releases their password in a data breach can leave customer accounts wide open to exploitation. Today’s Customer Experience. CSRs aren’t fraud detectives. Here are the tools they need.

Wireless 52

Wireless Customer Service Representative Government Banking 52

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. 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.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

SurveySparrow

APRIL 28, 2024

Customization and Integration You have many options for customizing your survey, including survey questions, templates, themes, designs, and more extensive customization options to align with your school’s branding and the specific needs of different classes. Which results in enhancing teaching strategies.

Tools 52

Tools Feedback Analytics Survey 52

Kustomer

SEPTEMBER 12, 2023

In reality, AI has been integrated into our everyday lives for years now, especially for the average customer. Even you, as a business owner or customer service manager, are likely already using generative AI in CS, or you should be. But how do we use this type of technology to enhance the customer experience?

Self Service 52

Self Service Chatbots CRM Social Media 52

Hallmark Business Connections

OCTOBER 27, 2020

Brands should take their customers’ loneliness as a rallying cry to step up and step into roles that bring more human interaction and caring into the world. To do their part in reversing this epidemic, brands must care enough to ensure customers receive the human courtesy of interaction and engagement when they need it.

Company 98

Company Airlines Telecommunications Social Media 98

ClientSuccess

NOVEMBER 22, 2021

When it comes to working with customers, any CSM worth their salt understands the value of customer sentiment. From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. Voice of Customer.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Help Scout

APRIL 27, 2021

For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization.

Self Service 118

Self Service Management Tips Metrics 118

ClientSuccess

NOVEMBER 29, 2022

For customer success managers in the SaaS industry, it’s never been harder to stay ahead of the competition. By combining a friendly attitude with knowledge and technical understanding, CSMs can become experts at addressing customers’ questions and challenges – no matter how complex! Problem-Solving and Resolution.

eBook 52

eBook Customer Success Culture Resources 52

delighted

JULY 27, 2021

To support you in making your product experience a cornerstone of your brand along with your customer and employee experience, we’re thrilled to announce the newest survey template to our lineup: Product/Market Fit (PMF) surveys. Customers answer on a 3-point negative scale. Why Delighted PMF surveys are so powerful.

Survey 98

Survey Marketing Effort Score Roadmap 98

inQuba

JUNE 21, 2022

How Leading Businesses are Improving Customer Experience and Conversion Through Natural Conversations. Imagine being able to have a personal dialogue with every customer (or potential customer) as they interact with your brand and try to achieve their goals. Customer benefits, business benefits. This is already a reality.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52