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. Your Presenters.

Sales 40

Sales Customer Success Customer Journeys eBook 40

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. Define the Experiences. Pre Sales.

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

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 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 28, 2021

You can learn more about preparing and conducting customer business reviews with these additional resources from ClientSuccess : Webinar: How to Have More Strategic Customer Conversations. eBook: Customer Success as a Culture: Customer Success Leaders Edition. Toolkit: Customer Journey Toolkit.

eBook 79

eBook Customers Video Customer Success 79

ClientSuccess

JANUARY 25, 2021

Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon. Increasing transparency into the customer journey for your marketing team so they aren’t constantly asking if a customer is ready for a case study can help streamline this process on both sides.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ClientSuccess

DECEMBER 12, 2017

For example, if a CSM discovers that a certain type of customer has a higher probability of churning at a specific point in the customer lifecycle, then it’s probably time to rethink the customer success process for that vertical or even rework the entire customer lifecycle process for all customers.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ChurnZero

FEBRUARY 11, 2022

This gives you the means to showcase improvements and talk about the capabilities that your customer success organization has today that they didn’t have last month, quarter, or year. As a customer success leader, you want to be the one who engages with customers more than any other executive in the room.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. The customer journey is therefore at the heart of the omnichannel approach and the challenge is beyond the remit of one department. Yes, there is!

Multi-Channel 73

Multi-Channel Omni-Channel Customer Centricity Culture 73

ClientSuccess

APRIL 15, 2019

Customer Success Blog: The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcome Between Departments. 5 Best Practices to Build a Customer Success Journey Map. Customer Success eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Customer Journeys 50

Customer Journeys eBook Customer Success Sales 50

ClientSuccess

AUGUST 14, 2019

The role of a SaaS industry CSM has become increasingly complex because it covers so many different parts of the customer lifecycle. Because the CSM role touches so many parts of a customer relationship, building the engagement model requires input from other departments and leaders. . You can learn more here.

Metrics 40

Metrics eBook Financial Customer Success 40

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 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. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Stella Connect

JUNE 15, 2017

If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem? Do the standards even reflect what customers care about? Then there’s the customer journey itself, which often involves multiple channels. Mystery shopping alone can’t tell you that. It Increases Visibility.

ROI 40

ROI Measurement Brands Omni-Channel 40

ClientSuccess

JUNE 20, 2017

When we came across customer success thought leader Lincoln Murphy’s LinkedIn post on the biggest mistakes in customer success, it got us thinking. Here, we’ll discuss how customer success leaders can not only anticipate these common mistakes, but also overcome any missteps made in the customer journey.

Customer Success 40

Customer Success Culture eBook Customer relationships 40

ClientSuccess

SEPTEMBER 15, 2018

When marketing and customer success teams are aligned on a high-level basis, it means that messaging and content can be consistent throughout the entire customer journey. It’s easy to lose sight of the fact that customers engage with both of these teams throughout their entire lifecycle with a company.

Customer Success 40

Customer Success Strategy Marketing eBook 40

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Sales won’t pass GO and collect until a customer is successful. . Bora Lee , Team Lead, Customer Success Operations , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

JULY 5, 2017

Work with other CSMs and customer success leadership to manage large-scale accounts with automation and technology. Expansion opportunities are the bread and butter of a CSM’s customer accounts and are a great indicators of satisfaction and health. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

OCTOBER 10, 2018

What is one customer success principle you try to live by? The Golden Rule is one of the key principles I personally set as the foundation in designing CSM Practice’s customer journey and client playbooks. Ultimate Guide to SaaS Customer Success Metrics. Burke Alder framed it well.

eBook 40

eBook Customer Success Touchpoint Consulting 40

ClientSuccess

JULY 16, 2019

I’m the first CSM for my company and have been asked to implement a “customer success” program. I would definitely encourage a CSM in this position to look at the customer journey and map out what each touchpoint looks like from the customer’s perspective. Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 41

Customer Success Touchpoint Meeting Customer Journeys 41

ClientSuccess

MARCH 20, 2018

Create a growth engine for your business by investing in your customer’s success. Customer Success Director. Your customer’s success depends on the proactive design of the customer journey. It’s important to realize that it’s a privilege to be part of your customer’s life. . It’s that simple.”.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

ClientSuccess

APRIL 13, 2017

Each customer has different needs and uses for your product, so it’s up to the Customer Success Manager (CSM) to thoroughly understand each customer and to be their champion throughout their entire customer journey. Blog Posts: How to Build a SaaS Unicorn with Customer Success at the Core.

Customer Success 41

Customer Success How To Customers eBook 41

ClientSuccess

OCTOBER 12, 2020

There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function. Your team wasn’t prepared for a customer changing direction mid-term. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

ClientSuccess

MARCH 7, 2017

She believes that true Customer Success happens when organizations stop waiting for customers to contact them with problems, but rather, accompany customers along their entire customer journey. Drive Value at Every Stage of the Journey. Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 40

Customer Success How To Training eBook 40

ClientSuccess

FEBRUARY 27, 2018

While it can be easy to onboard a customer and keep them stuck in a ‘customer-only lane,’ it’s important to realize that all departments have something unique to share with customers, and because of this the customer journey must travel between departments. What made the customer decide to renew?

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40

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

OCTOBER 16, 2017

When an organization is truly focused on the outcomes and success of customer relationships, it can positively impact a company culture from nearly every angle. Here are 5 reasons why focusing on customer success is imperative for any organization’s company culture: 1. It Brings Departments Together.

Culture 41

Culture Customer Success Company Customer Journeys 41

ClientSuccess

APRIL 2, 2019

What kind of internal resources do successful customers have in common? What does the financial picture of a successful customer look like? What does the leadership or executive team look like at successful customer? 5 Best Practices to Build a Customer Success Journey Map.

Sales 45

Sales Customer Success Customer Journeys Metrics 45

ClientSuccess

MAY 15, 2019

The number one thing we’ve done at BetterCloud to really transform our engagement with our customers is we’ve dedicated an entire stage in our customer journey to understanding customer goals and business objectives. Another initiative we’ve worked on is connecting people directly to customers. Question 3.

Customer Success 45

Customer Success Chief Customer Officer Leadership Culture 45

ClientSuccess

APRIL 25, 2018

Customer input and guidance is the number one best way to formulate next steps from both individual customer issues and overarching departmental strategies. The New Ultimate Customer Success Question. Ready for the question that can help serve as a guide to the entire customer journey?

Customer Success 55

Customer Success Effort Score eBook Customer Journeys 55

ClientSuccess

APRIL 12, 2017

With so many small ways CSMs can inadvertently kick off a customer value decay spiral, it’s critical to deliver and reassure customers of value throughout the entire customer journey. From Executives to Influencers to End Users, value should be delivered on every level at every stage of a customer relationship.

How To 40

How To eBook Customer relationships Customer Success 40

ClientSuccess

APRIL 7, 2017

Executive contacts can help drive change and value for your partnership at any stage of the customer journey. It’s not uncommon for customer executives to develop strong relationships with internal executives, putting customer success at the forefront of many executive meetings and discussions. Executives.

ROI 40

ROI eBook Customer Success Roadmap 40