ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)

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Resources Customer Success Handbook eBook 52

Gainsight

OCTOBER 13, 2022

To help you do that, we created the SaaS Durable Growth Kit for Customer Success , a collection of insights and proven strategies from Gainsight executives that shifts the conversation from “what now” to “what’s possible.” . Capote shares five key points of advice for SaaS customer success leaders: .

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Customer Success Chief Customer Officer Effort Score eBook 52

ChurnZero

OCTOBER 26, 2021

Taking a one-size-fits-all approach to customer engagement isn’t the best strategy. Every customer is different. Some might expect increased hand-holding from you and your Customer Success team. That’s why customer segmentation is a great tactic to lean on. What are some Customer Success segmentation models ?

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Customer Success Groups eBook Customers 52

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

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Customer Success Company eBook Customer relationships 52

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

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Customer Success Effort Score Self Service eBook 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?

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eBook Metrics Roadmap Healthcare 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

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Metrics Customer Success Measurement Net Promoter Score 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.

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Customer Success Chief Customer Officer ROI Sales 80

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. The webinar is called “The Customer Success Maturity Model” You can request the recorded version here.

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Customer Success Customer Journeys eBook Culture 40

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.

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Customer Success Sales eBook Resources 71

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.

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Tips Customer Success eBook Meeting 87

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.

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Customer Success Customer Journeys How To Loyalty Programs 61

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

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Metrics Customer Success e-support Net Promoter Score 59

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.

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Customer Success Competitive Advantage eBook Customers 40

ChurnZero

APRIL 12, 2022

However, a lot of touchpoints might remain unexamined, causing missed opportunities to improve customer relationships in the long-term. To create a customer-centric organization , a CCO will: Work with billing and other business departments to improve customer interactions. Lead the creation of new Customer Success initiatives.

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Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Team Support

NOVEMBER 30, 2023

It’s also imperative that companies know which support channels work best for their business model and are most useful to their unique customer base. Current trends in customer support show that 79% of customer case submission is happening via digital channels. Interested in learning more?

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Omni-Channel Customer Service How To eBook 106

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Customer Success Financial Metrics.

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Financial Metrics Customer Success eBook 46

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.

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Customer Success Chief Customer Officer Leadership Customer Retention 52

Gainsight

OCTOBER 17, 2022

At Gainsight, we believe that truly durable growth is built on strong customer relationships. Taking care of your customer base not only maintains revenue streams during lean times, it can actually drive expansion. That’s why customer success and product experience become core competencies during a downturn. .

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Chief Customer Officer Customer Centricity eBook Customer Success 59

ClientSuccess

OCTOBER 5, 2017

Join Dave Blake, Founder and CEO of ClientSuccess and a panel of customer success leaders as they discuss how to succeed at customer success. This webinar was held on Tuesday, October 17, 2017 at 12:00 pm Mountain Time on the topic: When to Invest, Specialize, and Scale Customer Success.

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Customer Success eBook Culture Sales 41

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different. Customer Success Builds Relationships.

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Customer Success Management Metrics Guidelines 47

ClientSuccess

OCTOBER 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.

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Customer Success eBook Customers Culture 49

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. Customer Success as a Culture: Sales Leaders Edition.

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Sales Customer Success Customer Journeys eBook 40

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. User engagement patterns.

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Metrics Customer Success eBook Culture 40

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

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Customer Success How To e-support eBook 49

ClientSuccess

DECEMBER 7, 2021

Surveys serve a twofold purpose: they give your team a better sense of understanding when it comes to areas of opportunity and growth within your organization and make customers feel as though their input and opinion is greatly valued (which it should be!). The customer success survey. Toolkit: How To Build Customer Loyalty.

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Customer Journeys Survey Strategy NPS 83

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success.

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Metrics Customer Success Training eBook 98

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. According to OpenView , the NPS score doesn’t answer the ultimate “Why” question, and the score may also only give a partial view of how customers actually feel at a certain point in time.

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NPS Customer Success Net Promoter Score ROI 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.

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Customer Success eBook Roadmap Feedback 40

ClientSuccess

MAY 10, 2022

However, there is an additional metric used by customer success teams (and, more recently, proactive executive leadership teams) to calculate the value of a customer beyond just what is outlined in the initial contract: Customer Lifetime Value (CLV). What about your onboarding, training, and customer success resources?

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How To Metrics Case Study eBook 59

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.

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Customer Success Chief Customer Officer eBook Software 56

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.

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Sales Customer Success ROI Strategy 40

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.

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Customer Success How To Training eBook 40

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

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Customer relationships Roadmap Customer Success eBook 59

Gainsight

MAY 3, 2022

Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. By doing so, you reveal more product value and inspire your customer base to invest more money in your product.

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Handbook Roadmap User Experience Metrics 52

ClientSuccess

SEPTEMBER 28, 2021

Poor experience: this is one reason customers churn directly relates to their CSM, onboarding, and implementation experiences. If a customer cites poor experience as their reason for churn, it may be time to re-think your internal customer success strategies. it is okay to ‘churn’ them from your customer base.

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Leadership eBook Customers Customer Base 52

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service.

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Customer Success Case Study Net Promoter Score ROI 40