ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Communicate and engage.

Customer Success 75

Customer Success eBook Measurement Leadership 75

ChurnZero

OCTOBER 26, 2021

It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different.

Customer Success 96

Customer Success Groups eBook Customers 96

ClientSuccess

MARCH 22, 2022

Instead of sending out a separate communication to all of your end-users, use your product to help collect survey responses. While NPS surveys are one question and, for this reason, attractive to customer success teams and customers alike, sometimes users may have more feedback that could be of use.

NPS 79

NPS Survey Tips Customer Success 79

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

Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. Thankfully, there are best practices to increase your chances of success. Invest in Networking.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. Here are some considerations to take into account when looking for a new customer success platform: 1. So, how are you supposed to choose??

Software 52

Software Customer Success Case Study eBook 52

ClientSuccess

SEPTEMBER 22, 2021

While having great, well-planned, and well-executed customer check-ins is crucial for any successful customer success strategy, it’s only the first part. An additional step is needed to help the customer lifecycle move smoothly from one checkpoint to the next: the follow-up email.

Customer Success 64

Customer Success eBook Meeting Resources 64

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. Communicate with your team like you want them to communicate with your customers.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

ChurnZero

OCTOBER 26, 2021

It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them. Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different.

Customer Success 52

Customer Success Groups eBook Customers 52

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? Communication: Communication is key. The takeaway?

Report 59

Report Customer Success eBook Communication 59

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. dence to own their role in the customer relationship.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

ClientSuccess

OCTOBER 20, 2020

But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

ClientSuccess

JUNE 22, 2021

While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. Here are five keys to remember if you’re returning to in-person customer success meetings soon: 1. Use this as an opportunity to show value and move your customer relationship further. .

Meeting 52

Meeting Customer Success eBook Metrics 52

Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. How do you put Customer Success at the core of your business?

eBook 52

eBook Metrics Roadmap Healthcare 52

ClientSuccess

OCTOBER 10, 2018

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. Don’t focus on making your customers happy.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? Communication: Communication is key. The takeaway?

Report 52

Report Customer Success eBook Technology 52

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? Communication: Communication is key. The takeaway?

Report 52

Report Customer Success eBook Technology 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. Q&A Recap.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

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

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

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

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. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

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 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. Ready to learn more?

eBook 72

eBook Resources Customer Success Training 72

PK

SEPTEMBER 18, 2019

With customers – and particularly Millennials – assessing products and services on their overall experience with the company, the post-purchase experience has become as important as the product itself. The answer: invest in customer success. One of the best ways to communicate with Millennials is via video content.

B2B 49

B2B Customer Success Social Media Video 49

Gainsight

JANUARY 6, 2023

We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more. This list is filled with the help you need to deliver the ultimate product experience for your customers. In-App Engagements and Product Communications. How to Have a Successful New Product Adoption for Customers.

Resources 52

Resources Roadmap eBook Analytics 52

ClientSuccess

APRIL 19, 2019

For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. 4 Engagement Models For Customer Success. High Touch Onboarding.

Customer Success 44

Customer Success Engagement Resources Software 44

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No No pressure!)

eBook 52

eBook Leadership Omni-Channel Innovation 52

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

Kapta Customer Success

OCTOBER 2, 2017

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. Revenue Generation Methods.

Customer Success 40

Customer Success Management B2C B2B 40

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. Is communication still going strong and do you feel comfortable in those interactions? Are Your Customers Happy? Did your customers?

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

ClientSuccess

AUGUST 24, 2018

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. From : Sam Feil , Customer Success Manager.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

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