ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics Customer Success Culture eBook 41

Playvox

FEBRUARY 13, 2024

Benefits Of Talent Development Initiatives Professional development and training programs create a culture of learning, which is attractive to top-performers. They’re a smart place to start building a strong culture of learning and increase engagement. Remember to keep it focused on the right metrics.

Contact Center 88

Contact Center Gamification Measurement Training 88

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics Customer Success eBook Culture 40

Playvox

JANUARY 30, 2024

Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. Leverage gamification as a powerful tool to encourage a sense of community and collaboration in your company culture.

Gamification 79

Gamification Contact Center Training Feedback 79

ClientSuccess

JANUARY 3, 2023

Every business should have an understanding of customers’ needs that not only stays up-to-date with changing preferences but also goes beyond basic metrics such as loyalty and satisfaction. Customer Success as a Culture: Customer Success Leaders Edition. Asking the Right Questions Leads to Happier Customers.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

Kustomer

JUNE 6, 2023

For the complete guide to how CRM software can also help improve your CX, download our latest ebook. A CSAT score is one of the most insightful customer service metrics. Making service just as important as sales to your employees’ sense of value to the company sets a workplace culture that selling is not their only goal.

Financial 98

Financial Company Customer Service Tips 98

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. How To Create A Culture Of Candor In A Customer Support Center A culture of candor is created from the top down. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

ChurnZero

FEBRUARY 11, 2020

It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure and encourage core soft skills.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

ClientSuccess

MARCH 27, 2018

I recently watched a video of Rob Jeppsen , CEO of Xvoyant , explaining how to take a different approach when building out your pre and post sales funnel stages. Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts: 5 Best Practices to Build a Customer Success Journey Map.

Customer Journeys 40

Customer Journeys Customer Experience How To ROI 40

ClientSuccess

SEPTEMBER 27, 2018

Building a Company Culture of Customer Success. Gathering Critical Data and Metrics for Better Decision Making. This makes having real-time visibility into customer metrics (MRR, ARR, retention trends, etc.) eBooks: Ultimate Guide to SaaS Customer Success Metrics. a necessity.

Trends 74

Trends Customer Success Effort Score ROI 74

ClientSuccess

JANUARY 8, 2019

Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) In the end, however, declining satisfaction metrics are what should stand out the most. Any sort of declining satisfaction metrics should be cause for worry about usage rates. How to Catch Falling Product Usage Rates in Advance. are Declining.

Net Promoter Score 58

Net Promoter Score Metrics NPS eBook 58

Playvox

SEPTEMBER 30, 2022

And it misses the metric most executives jump to address: revenue. Related Article: 9 Ways a Collaborative Culture Benefits Your Contact Center. Read more about standing up for your CX team in our ebook, Voice of Support: 10 Support Leaders Weigh In On How To Be Heard. Make Your Customer Support Team’s Voice Heard.

Contact Center 67

Contact Center Report eBook Tips 67

Stella Connect

JANUARY 19, 2018

It’s important to take multiple performance metrics into account, both internal and VoC, so you’ll know you have a complete picture and you’re measuring things that matter. The call center culture itself can have a profound effect on agent engagement, service quality, and long-term operational costs—not to mention revenue growth.

Call Center 41

Call Center Training How To Average Handle Time 41

ClientSuccess

JUNE 20, 2017

Without measurements, customer success leaders would be at a loss for how to determine the health of a business. But it’s also possible to be overwhelmed with metrics and calculations and forget the true reason for being metrics-driven: ensuring customer success. Ultimate Guide to SaaS Customer Success Metrics.

Measurement 40

Measurement eBook Metrics Customer Success 40

ClientSuccess

OCTOBER 26, 2020

In short, your customer success team can use QBRs as a strategic practice to review customer success over the past quarter with their managers, and use the time to strategize about how to renew customers and work through upcoming challenges and see opportunities in a new light. What numbers/metrics should be known?

Customer Success 74

Customer Success Sales Metrics eBook 74

ClientSuccess

SEPTEMBER 3, 2019

——————————————————————————————————–. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

eBook 52

eBook Consulting Exercises Touchpoint 52

C3Centricity

MARCH 18, 2020

Borders bookstores who didn’t get into eBooks. Do these differences result from cultural differences, alternative traditions or usage, historical reasons or just distributor practices? I can help if you’re not sure how to do this. Motorola , once the leader in smartphones, who didn’t embrace new communications technology.

Marketing 156

Marketing Advertising Brands Consumers 156

ChurnZero

JANUARY 15, 2021

We’ll move from simply a “post-sale” job function to a complete corporate culture that aligns our goals to the customer’s desired outcomes. A growing reliance on Customer Success metrics. I predict 2021 will be the year businesses rely on interdepartmental Customer Success metrics more than ever.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

MARCH 7, 2017

Many ask her how they can build a staffing model if they don’t have solid metrics. Francoise further explained how to calculate the headcount for 2 other groups: managers and operations team members. Customer Success eBooks: 5 Ways to Surprise & Delight Your Customers. Who Owns the SaaS Renewal?

Customer Success 40

Customer Success How To Training eBook 40

ClientSuccess

FEBRUARY 23, 2018

Details below for how to get started. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. I would love to hear about your key takeaways. Feel free to join the CSM from the Trenches community!

Customer Experience 46

Customer Experience How To Customer Success eBook 46

Playvox

OCTOBER 18, 2022

A Gartner study found that while many executives want to go back to an office because they think it will boost productivity and improve company culture, that assumption isn’t correct. How to Make Remote Work a Win-Win Situation. Related Article: 4 Smart Reasons To Offer Remote Work In Your Contact Center.

Contact Center 69

Contact Center Management Policies Study 69

ChurnZero

FEBRUARY 14, 2020

Now, read on to discover how to spread love among your customers and receive it in return. 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. In this webinar, we will discuss how to: 1. Finding Loyalty in a Hopeless Place.

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

ChurnZero

APRIL 8, 2020

Once you have this ingrained in your company culture, you are already on your way to creating customer advocates. Ultimately, if you’re looking to reduce churn and increase retention rates—and let’s face it, which SaaS company is not focused on these metrics?—developing Here’s a guide to help you make sure that’s the case.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ClientSuccess

MAY 14, 2019

Determining where and how to spend our time, even with the best intentions and data, can sometimes be a struggle. Other Blog Posts : 6 Metrics that Help Calculate Your Customer’s Health & SuccessScore. eBooks : Ultimate Guide to SaaS Customer Success Metrics.

Touchpoint 45

Touchpoint Customer Success Engagement Strategy 45

Stella Connect

MAY 4, 2017

“How did Walt Disney create ‘The Happiest Place on Earth?’ What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand? You’ve Got Millennials All Wrong: How to Build a Career Development Program for the Next Generation.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

ClientSuccess

DECEMBER 12, 2017

Reviewing an ended customer relationship is an opportunity to gather critical metrics and begin to set benchmarks. With all of the insights and metrics gathered after a customer churn, customer success leaders can actually measure certain strategies against success rates and determine what steps to take in nearly every situation.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ClientSuccess

APRIL 15, 2019

You can watch Julie Persofsky explain this methodology in more detail in her recent recorded whiteboard session , ‘How to Handle Churn as an Organization and Keep your Company Focused on Growth,’ available here. Customer Success Blog: The Outcome Customer Journey: Defining Customer Handoffs, Success Metrics, and Outcome Between Departments.

Customer Journeys 50

Customer Journeys eBook Customer Success Sales 50

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. How To Get Started With Customer Lifecycle Management. What Is Customer Lifecycle Management?

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

ClientSuccess

FEBRUARY 22, 2019

While it might not seem like it off the bat, understanding how to handle customer data is a huge part of a CSMs day-to-day job. Having a good handle on how this process works, how to keep data secure, and how to coach your customers through different workflows are all skills a CSM should have. Data Integration.

Customer Success 58

Customer Success Management eBook Customers 58

ClientSuccess

FEBRUARY 14, 2019

How is a book about manufacturing from the 1980’s relevant to a career in customer success? It’s by far the best book I’ve read on how to identify the one thing you need to achieve and how to think analytically to achieve it. Ultimate Guide to SaaS Customer Success Metrics. StrengthsFinder 2.0 by Tom Rath.

Consulting 50

Consulting eBook Exercises Customer Success 50

ClientSuccess

AUGUST 21, 2019

When you send out your notification communications, including a quick one-page walk through of a new feature or a demo-esq video can help customers feel more comfortable about the new technology and how to use it. For more on similar topics, check out these resources: eBook: Customer Success as a Culture: Product Leaders Edition.

Training 45

Training Tips Resources eBook 45

Comm100

JANUARY 25, 2018

10% higher customer metrics. Even if you were only interested in finding out how happy your customers are, running external customer satisfaction surveys isn’t enough to ensure this. A survey that’s being run to reinforce a customer-first culture will be very different to a survey being sent to a survey assessing employee engagement.

Customer Satisfaction 104

Customer Satisfaction Survey Feedback eBook 104

ClientSuccess

JULY 29, 2019

You obviously want to make sure you are delivering for your clients but you also want to establish those metrics for yourself. What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? How did you bounce back? Ultimate Guide to SaaS Customer Success Metrics.

Insurance 59

Insurance Culture Customer Success Groups 59

ClientSuccess

MARCH 8, 2018

Many times the conversation between product and customer success teams begins like this: how engaged are our users or are they using our software? But be aware that although this data is a important, it’s not always the holy grail of metrics. Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

PeopleMetrics

FEBRUARY 4, 2015

We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. However, if you can clarify the goal and the metrics that define success, then you can deflate them into simpler issues again. Real close.

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48