ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? This means face-to-face too, where possible.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

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 There Still Cultural Alignment? Cultures evolve, that much is clear. Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B eBook Customers 65

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. What approach to take to build the customer journey map. Request a ClientSuccess demo.

Sales 40

Sales Customer Success Customer Journeys eBook 40

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. Build A Culture Not a Solution. Build a culture, not a solution”.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

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

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

ClientSuccess

DECEMBER 28, 2021

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers.

eBook 79

eBook Customers Video Customer Success 79

ClientSuccess

MARCH 27, 2018

Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key takeaways from Jeppsen’s approach is to define what you want the customer to experience along the journey before you define the stage names. Post Sales (Customer Success).

Customer Journeys 40

Customer Journeys Customer Experience How To ROI 40

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

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

Team Support

SEPTEMBER 6, 2022

If you raised your hand both times, how certain are you that your business is actually customer centric? Does the company culture profess a customer-first mentality but then fail to legitimately follow through on it? 86% of customers are willing to pay more for a better customer experience.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

ClientSuccess

JUNE 20, 2017

As a customer success professional, it’s not uncommon to look at customer churn and ask yourself, “What are we doing wrong?” While everyone makes mistakes sometimes, there are clear trends in customer success that can be addressed with strategy and insight. 10 Biggest Customer Success Mistakes and What to Do Next.

Customer Success 40

Customer Success Culture eBook Customer relationships 40

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ClientSuccess

MARCH 20, 2018

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. Advice from the Best Customer Success Leaders.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

ChurnZero

FEBRUARY 14, 2020

As a thoughtful touch, their Customer Success Manager will include a handwritten, personal note. Reclaim the lost art of putting pen to paper to let your customers know it’s real. By giving a little, you can get back a lot (of authentic content)—a real eye-catcher in an internet culture marked by fabrication and embellishment.

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

ClientSuccess

SEPTEMBER 15, 2018

While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation. Three Reasons Why Marketing Needs a Seat at Your Customer Success Strategy Meetings.

Customer Success 40

Customer Success Strategy Marketing eBook 40

ClientSuccess

DECEMBER 6, 2019

A Customer Experience Officer combines leadership skills with a desire to provide a positive customer experience to lead your customer success team. Your CXO should organize and develop a way to measure how customers perceive the product and/or service your company provides. appeared first on ClientSuccess.

Customer Experience 59

Customer Experience eBook Customer Journeys Measurement 59

ClientSuccess

DECEMBER 6, 2019

A Customer Experience Officer combines leadership skills with a desire to provide a positive customer experience to lead your customer success team. Your CXO should organize and develop a way to measure how customers perceive the product and/or service your company provides.

Customer Experience 52

Customer Experience eBook Customer Journeys Measurement 52

ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the customer and the solution provider. How does your organization handle customer churn?

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ClientSuccess

JULY 16, 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 41

Customer Success Touchpoint Meeting Customer Journeys 41

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. Oftentimes, however, this step-by-step journey is not clearly defined or aligned across the various departments within an organization.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Look at Sales. Look at the Product.

Customer Journeys 50

Customer Journeys eBook Customer Success Sales 50

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Success 41

Customer Success How To Customers eBook 41

ClientSuccess

MARCH 7, 2017

Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire. Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire , Founder, FT Works. Francoise’s entire career has been under the umbrella of Customer Success. About Francoise and Her Team.

Customer Success 40

Customer Success How To Training eBook 40

ClientSuccess

JANUARY 5, 2018

Yesterday, David Skok , General Partner of Matrix Partners , published a great customer success article called Top Two Reasons for Churn. In this article, Skok discusses how failure to onboard a customer successfully and how loss of the champion who drove the purchase are two of the major reasons for churn.

Customer Journeys 40

Customer Journeys eBook Customer Success Feedback 40

Wootric CX Blog

MAY 12, 2020

The MIT Technology Review is right when they say, “The success of many companies increasingly depends on how wisely they can mine data about their customers’ behavior and respond accordingly.” Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. ” Setting up an NPS program?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Playvox

JANUARY 25, 2024

Agents are on the frontline, providing omnichannel support to nurture customer relationships and create outstanding experiences for customers that represent your brand and business 24/7. Happy agents who stick around and become more experienced can deliver the outstanding customer experience for which your contact center strives.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

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

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. I love that; as our clients are successful, we’re successful.

eBook 40

eBook Customer Success Touchpoint Consulting 40

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. How to play offense as a customer success leader.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

LiveChat

DECEMBER 27, 2016

Check out the post about The Magic of Customer Experience: Lessons from Disney on How to Improve the Customer Journey. There’re a lot of aspects which you can improve in your already existing customer relationship marketing. How to improve your customer relationship marketing. Support your customers’ success!

Marketing 51

Marketing Social Media Loyalty Programs Customer Centricity 51

ClientSuccess

JANUARY 24, 2019

When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Typically, customer handoffs are such a complex part of the customer journey because they set the tone for how a relationship is actually going to work.

Customer Success 46

Customer Success Customer Journeys Touchpoint Culture 46

ClientSuccess

APRIL 2, 2019

As a customer success professional, you probably know of a myriad of ways to ‘judge’ or ‘grade’ your customers once they start onboarding or activation. This is a pretty standard customer success process and it’s critical to know exactly where you and your customers stand at all times. This is pretty simple.

Sales 45

Sales Customer Success Customer Journeys Metrics 45

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern.

Culture 41

Culture Customer Success Company Customer Journeys 41

ClientSuccess

FEBRUARY 27, 2018

Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. This is a strategy principle we call “Customer Success as a Culture.”. Customer Success as a Culture.

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40