ClientSuccess

MARCH 8, 2023

A little bit of gratitude can go a long way in building a loyal customer base. In conclusion, writing an effective customer success follow-up email is about personalization, clarity, value, and gratitude.

Customer Success 79

Customer Success Tips eBook Roadmap 79

TechSee

FEBRUARY 21, 2022

Practically every business process can be impacted by artificial intelligence, especially repetitive, high-volume, or mainly rule-based processes. 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.

Innovation 109

Innovation Company Self Service Insurance 109

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. Let’s talk about Account Managers first.

Customer Success 47

Customer Success Management Metrics Guidelines 47

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

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. So if you’re looking for answers on how best to manage customer renewals, then read on!

Customer Success 71

Customer Success Sales eBook Resources 71

ClientSuccess

DECEMBER 5, 2022

Aim for a group of 10-12 customers that represent a variety of characteristics, including big names and lesser known influencers who are passionate about your product. Find customer champions. This means adding enterprise customers will give you a complete perspective of the customer base. Invite from the top.

Tips 87

Tips Customer Success eBook Meeting 87

PeopleMetrics

APRIL 12, 2017

Online surveys can capture feedback from customers in real-time and tie it to a specific event. Companies can act on that feedback to forge stronger connections with their customers—based upon individual customer reactions to elements of the customer experience. customer satisfaction) lead to more referrals?

Metrics 87

Metrics Customer Experience Banking eBook 87

ClientSuccess

NOVEMBER 24, 2021

Your customers can be your biggest advocates, your biggest cheerleaders, and some of your best resources for growth – if they’re engaged correctly. Here are three customer engagement management initiatives that CSMs can own with customers: 1. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

ChurnZero

MARCH 3, 2022

That’s what we set out to ask the Customer Success experts. Download this eBook to learn how to crust your SaaS Customer Onboarding. Churn monster playbook: your definitive guide to fighting customer churn If you are responsible for Customer Success in your subscription model company, you have monsters in your closet.

Resources 52

Resources Customer Success Handbook eBook 52

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

MARCH 31, 2020

Customers who were highly active and engaged prior to COVID-19, may now be experiencing something completely different. How do you balance customer communications during a crisis? Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ChurnZero

JANUARY 15, 2021

As Customer Success hadn’t yet shown to be indefensible at every company, You Mon had cautioned that the function would need to prove itself. Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. Bri Adams , Customer Success Team Lead, ChurnZero. And that they did.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it?

How To 75

How To Net Promoter Score Groups eBook 75

ClientSuccess

NOVEMBER 16, 2017

We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August 2017, but brings with her nearly 3 years of Customer Success experience! From : Mieke Maes , Customer Success Manager.

Leadership 47

Leadership eBook Customer Success Roadmap 47

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

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ClientSuccess

JUNE 2, 2017

Dave Blake is Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. You can also download the eBook, The Ultimate Guide to Customer Success Metrics here.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

Gainsight

MARCH 29, 2019

When you can benchmark yourself against a broader base of comparable organizations using the same metrics calculated the same way, you can build a much more solid base for incremental improvement. Just one example: several companies present at the Retreat track the percentage of their customer base that are “referenceable.”

Metrics 55

Metrics Customer Success eBook Innovation 55

ChurnZero

DECEMBER 20, 2019

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. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . Dig in and enjoy. . . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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.

Sales 40

Sales Customer Success Customer Journeys eBook 40

ChurnZero

NOVEMBER 30, 2018

To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. Speaker: Michael Redbord, Vice President & General Manager, Service Hub, HubSpot. Webinar Q&A Recap.

Customer Success 49

Customer Success How To e-support eBook 49

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. With so many priorities being juggled by the CSM team, time management and prioritization are key. I always try to follow a variation 5-minute rule.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

ClientSuccess

OCTOBER 5, 2017

Dave Blake is the Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. Customer Success as a Culture: Sales Leaders Edition.

Customer Success 41

Customer Success eBook Culture Sales 41

ClientSuccess

NOVEMBER 1, 2017

Dave Blake is the Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. Customer Success as a Culture: Sales Leaders Edition.

Metrics 40

Metrics Customer Success eBook Culture 40

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

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. I find that setting out this daily plan keeps me focused as I deal with the chaos and unpredictability of managing a large customer base.

Customer Success 49

Customer Success eBook Customers Culture 49

ClientSuccess

JUNE 26, 2019

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. We had our work cut out for us to build a Customer Success organization and process without really knowing much about our customer base.

Software 40

Software Customer Success Marketing Sales 40

ClientSuccess

OCTOBER 3, 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. This is particularly true when dealing with a segmented customer base. Ultimate Guide to SaaS Customer Success Metrics.

eBook 52

eBook Customer Success Resources Culture 52

ClientSuccess

MARCH 20, 2018

You can read more quotes and Customer Success advice by following the hashtag: #TOPCS2018. 2018 Top Customer Success Strategist Quotes. Here is many of the great advice from the Top Customer Success Influencers: “Customer Success, done right, reminds your customer base why they’re doing business with you now and in the future.”.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

ClientSuccess

JULY 5, 2017

Understanding Post-Sales Lifecycle Management. After the customer signs on the dotted line and officially enters into a partnership with a vendor organization, there is a clear customer lifecycle that falls into place. What are some best practices your customer success team employs to overcome post-sales issues?

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success. Paul’s first foray into the world of Customer Success included managing customers and delivering Market Research.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

ClientSuccess

MARCH 8, 2018

When a customer provides feedback or suggestions for the product or services, or even feedback on internal processes or team members, it should never be ignored. This one-two punch of customer success and product is instrumental in building a loyal customer base who understands the value of personal relationships.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

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. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. Customer Success Leaders Share Best Practices.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ClientSuccess

MARCH 7, 2017

Often people see a staffing model as a useful tool when talking to the Finance department, but to me it’s much more useful to use to talk to yourself, your own management team, and the entire contributor base,” said Francoise. The Formula: The staffing model formula for Customer Success is very straightford in Francoise’s mind.

Customer Success 40

Customer Success How To Training eBook 40

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 113

Contact Center Tips Management Call Center 113

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ClientSuccess

NOVEMBER 18, 2020

One additional side effect of the last year has also been a huge shift in the way organizations manage their staff. Natural leadership abilities: Working with customers on a daily basis is all about being quick on your feet, figuring out problems, and knowing when to take control. Interested in learning more?

Leadership 59

Leadership eBook Customer Relationship Management Customer relationships 59