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

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? 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. Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ClientSuccess

OCTOBER 26, 2020

As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. To ensure existing customer revenue, establish Quarterly Business Reviews (QBRs) with your customer success teams. To ensure customer success QBRs are painless (and actually beneficial!),

Customer Success 74

Customer Success Sales Metrics eBook 74

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

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

Customer Success 71

Customer Success Sales eBook Resources 71

ClientSuccess

JULY 14, 2017

Ed Powers, VP Customer Success, simPRO Software Group teaches how to build trust and increase renewals during every stage of the customer lifecycle. This webinar involved live participant involvement on customer success best practices & strategy and took place on Tuesday, July 25th at 11am MT. Webinar Details.

Customer Success 41

Customer Success eBook Culture Software 41

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

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

ClientSuccess

APRIL 4, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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. Question 1.

Customer Relationship Management 40

Customer Relationship Management Customer relationships Management 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.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

ClientSuccess

OCTOBER 5, 2017

Customer success is an ever-changing role. Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. It’s important, however, to understand how new trends impact the day-to-day tasks of customer success professionals. Increase in Competition. Competency.

Trends 41

Trends Customer Success eBook Customer relationships 41

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

ClientSuccess

MARCH 23, 2021

As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing their existing remote communications strategy or looking for ways to keep things running smoothly long-term. Video conferencing with customers. How is your team currently running video calls with customers?

Video 65

Video eBook Meeting Customer relationships 65

ClientSuccess

OCTOBER 17, 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.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

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

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

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. This way the CSM is aware of all promises, discussions, and even internal political issues before they even meet the customer.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

SEPTEMBER 17, 2021

Both the customer and your internal team are aligned on the accounts’ anticipated growth strategy, and the proper expectations are in place on both sides. . Early on in any customer relationship, both a customer and vendor set expectations on where the account can grow throughout the customer lifecycle.

eBook 52

eBook Leadership Sales Customers 52

ClientSuccess

MARCH 17, 2017

CSMs have the difficult task of taking bad experiences and turning them into powerful moments that can positively impact the customer’s overall journey. 7 Ways to Convert a Bad Experience into Customer Success. Let’s take a look at 7 ways CSMs can turn bad experiences into success: 1. Seek To Understand The Customer.

Customer Success 40

Customer Success Customer Experience eBook ROI 40

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. You never get a second chance to make a first impression, and this adage is even more important when it’s a customer relationship on the line.

Loyalty 54

Loyalty eBook Customer relationships Customer Success 54

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? developing customer advocacy is a must.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

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. It’s important to analyze as many past interactions and conversations as possible.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ClientSuccess

NOVEMBER 26, 2018

We’ll just come out and say it: customer marketing conversations and campaigns aren’t always the smoothest for customer success teams, nor do they tend to foster winning retention statistics. Here are four ways customer marketing can improve customer retention : 1. The Four Fold Mission of Customer Success.

Marketing 56

Marketing Case Study eBook Exercises 56

ClientSuccess

AUGUST 21, 2019

In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity. For customer success teams, this means rolling out an ongoing schedule of training and customer support.

Training 45

Training Tips Resources eBook 45

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

NOVEMBER 21, 2017

5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end.

Engagement 50

Engagement Metrics eBook Customer Success 50

Playvox

JANUARY 25, 2024

And 46% of customers will buy more when given a personalized experience. These statistics highlight the importance and business value of satisfied customers. Happy agents who stick around and become more experienced can deliver the outstanding customer experience for which your contact center strives. Why is WEM Better than WFO?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

ChurnZero

MARCH 24, 2020

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . So given all that… why would I be promoting hierarchy as a tool to help Customer Success Managers, and their clients, drive results?

Return on Investment 60

Return on Investment Customer Success eBook Customers 60

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

APRIL 3, 2018

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. Ensure the Customer Always Comes First.

eBook 40

eBook Customer Success Culture Interaction 40

ClientSuccess

MAY 2, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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 42

eBook Customer Success Culture Metrics 42

ClientSuccess

NOVEMBER 15, 2017

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. For this blog, we’re going to focus on the customer journey that begins the moment a sale is closed.

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

ClientSuccess

AUGUST 14, 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.

Customer Success 42

Customer Success eBook Software Sales 42

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. Invest in Customer Success.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Leading Indicator 1: Customer Engagement. Leading Indicator 2: Successful Onboarding. Ready to learn more? .

Customer Success 64

Customer Success Metrics eBook Measurement 64

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

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

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