Vonage

MARCH 26, 2018

Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least.

Roadmap 163

Roadmap eBook Course Policies 163

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. Getting started with a new customer success platform is your team’s chance to experience an onboarding process from your customer’s point of view.

Customer Success 105

Customer Success How To eBook Leadership 105

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. Things To Consider… How complicated are your contracts?

Customer Success 71

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. Build Your CAB with the Right Mix of Customers.

Tips 87

Tips Customer Success eBook Meeting 87

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

MAY 10, 2022

When a new customer joins your book of business, there are some things that are known right out of the gate. The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. What is Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omni-Channel 40

Omni-Channel Customer Service How To eBook 40

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

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Gainsight

OCTOBER 17, 2022

Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . Now that the era of easy money and growth-at-any-cost is over, they are looking to reconnect with the fundamentals of their business models, which in the case of SaaS means ongoing relationships with customers. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

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. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Strategy 40

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.

Customer Success 52

Customer Success Company eBook Customer relationships 52

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.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience? After all, you want to be where your customers are, right?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. Work Cross-Functionally During SaaS Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Difficult Customers. From the Dentist’s Chair. Marvel and DC Have Some Competition.

Customer Service 103

Customer Service Tips Entertainment eBook 103

BirdEye

AUGUST 21, 2020

The following post was written by a BirdEye customer. People are 4X more likely to buy when referred by a friend 92% of consumers trust referrals from people they know One word-of-mouth referral drives 5X more sales than one paid online advertisement. Here are 5 lessons that we learned from sending customer referrals.

eBook 85

eBook e-support Tips Chatbots 85

Solvvy

JUNE 17, 2021

Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specifically to them.

Self Service 71

Self Service Customer Experience Chatbots How To 71

TechSee

FEBRUARY 21, 2022

Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S. say that they’re leveraging AI to enhance customer service. There are many ways AI is helping businesses across industries gain a competitive advantage.

Innovation 109

Innovation Company Self Service Insurance 109

Comm100

JANUARY 9, 2018

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences. Helps You Retain Customers.

Customer Satisfaction 100

Customer Satisfaction Survey Tips How To 100

CSM Magazine

FEBRUARY 6, 2019

The approach to customer service has completely shifted in recent years. Now, 54% of customers have higher expectations for customer service compared to one year ago, which has left many organizations reviewing their operations to meet targets. See the Customer Lifetime Value. However, no two organizations are the same.

Customer Service 51

Customer Service Omni-Channel eBook Social Media 51

Gainsight

APRIL 13, 2022

One of the biggest reasons is this: Product-led approaches can plummet your customer acquisition costs. Wondering how exactly product-led growth slims down customer outreach spending? In this article, we dig into the product-led approach and list the four ways it can lower your customer acquisition costs.

Handbook 52

Handbook User Experience eBook Resources 52

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. What is Customer Retention? When a customer leaves, it’s known as churn. Benefits of a Customer Retention Strategy.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

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? They are the lifeblood of your brand.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Interactions

SEPTEMBER 10, 2020

Overall, we have seen most retail sales slump and stall since the middle of the first quarter due largely to the global pandemic and resulting consumer uncertainty. For example, we’ve seen the customer base of pure-play e-commerce brands and services that do the shopping for you explode this year. Fast forward to today.

Retail 71

Retail Consumers eBook Customer Care 71

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.

Customer Success 40

Customer Success Customer Journeys eBook Culture 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. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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 Ed Powers , Customer Success Consultant. Be prepared,” he forewarned.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

BirdEye

APRIL 20, 2023

Local lead generation is a great way to reach potential customers in your area and increase your revenue. Smaller businesses work to generate local leads using tactics that will attract customers located within close proximity. Then work to encourage customers to leave reviews. But how can you generate local leads?

Social Media 98

Social Media Multi-Channel Metrics Effort Score 98

PeopleMetrics

MAY 7, 2015

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact? Trust in the Customer Experience. Employees must trust that their peers can deliver for customers. And in doing so, we can affirm our customers’ faith in the way we do business.

Customer Experience 48

Customer Experience Net Promoter Score How To B2B 48

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. Webinar Details.

Customer Success 41

Customer Success eBook Culture Sales 41

Kustomer

JUNE 7, 2023

Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. CS versus CX Before building a CX playbook, it’s important to define the difference between customer service (CS) and customer experience (CX).

Financial 98

Financial CRM Banking Effort Score 98

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. Godspeed.”.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

Clarabridge

OCTOBER 25, 2016

Surveys are a great way to get customer feedback, but how many survey questions do you really need? Forbes reports that 52% of customers will not spend more than 3 minutes filling out a customer feedback form. And 80% of customers have abandoned a survey halfway through. you already have to identify your customer base.

Omni-Channel 85

Omni-Channel Survey Abandon Rate CEM 85

Influitive

NOVEMBER 5, 2015

From high-growth startups, to multi-national enterprises, every B2B company wants more customer referrals. Referred customers are 30% more likely to convert than leads generated through other channels , and have a 16% higher life-time value. Well, the good news is your happiest customers want to give you referrals!

B2B 96

B2B Multi-Channel eBook Customers 96

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. Learn more about the customer journey in this toolkit. . Build Your CAB with the Right Mix of Customers.

How To 75

How To Net Promoter Score Groups eBook 75