Totango

AUGUST 2, 2022

The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know your customers better than anyone. Customer health is a critical component of your overall customer success program. Bonus: Using the Right Customer Success Tool .

Customer Success 78

Customer Success Customer Journeys Customer Satisfaction Customer Confidence 78

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.

Customer Success 40

Customer Success eBook Roadmap Feedback 40

SmartKarrot

DECEMBER 20, 2023

The landscape of Customer Success (CS) is experiencing a transformative shift. In this blog post, I, as a seasoned customer success expert at Chili Piper, will delve into the key trends and innovations shaping the future of customer success. Digital customer success and automation have taken center stage.

Customer Success 10

Customer Success Trends Innovation Metrics 10

SmartKarrot

DECEMBER 20, 2023

The landscape of Customer Success (CS) is experiencing a transformative shift. In this blog post, I, as a seasoned customer success expert at Chili Piper, will delve into the key trends and innovations shaping the future of customer success. Digital customer success and automation have taken center stage.

Customer Success 10

Customer Success Trends Innovation Metrics 10

ShepHyken

JUNE 3, 2019

10 Steps To Achieve Greater Customer Success by Emily Marchant. ProProfs) Read this article to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business. 5 Customer Experience Basics to Avoid a Customer Service Nightmare by Erin Ollila.

Customer Service 116

Customer Service Social Media Survey Customer Confidence 116

SmartKarrot

MAY 22, 2020

Here is a list of Top 7 Customer Success Goals which might help businesses to create value for their customers. #1 1 Successful Customer Onboarding. Getting off to a strong start greatly enhances the chances of achieving success, and a long term satisfied client. 3 Achieving Customer Confidence.

Customer Success 10

Customer Success Roadmap Conference Customer Confidence 10

CSM Magazine

JUNE 19, 2023

Use Social Media Responsibly A well-managed social media presence can significantly enhance your customer service team’s approachability and relatability. By ensuring your team members professionally address any questions or concerns on social media, you boost customer confidence in your brand.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

Quadient

OCTOBER 22, 2021

We’re in the business of customer success, and we’ve proven it decade over decade. . ( The worlds’ leading CCM customer success advocate . Our customer’s success is our success. And we don’t stop until that happens because we are invested in your success. .

Customer Journeys 52

Customer Journeys Effort Score e-support Social Media 52

Gainsight

JANUARY 8, 2021

Gainsight introduced PX to the customer, confident that it could solve many of its issues. In PX, companies can analyze features, orchestrate engagements, and gain visibility into customer behavior. With so many products, it is difficult to personalize the experience of the user. Take a personalized tour of Gainsight PX today.

Customer Confidence 52

Customer Confidence Customer Retention Software Analysis 52

ChurnZero

SEPTEMBER 7, 2023

The QBR has become an industry staple—and polarizing topic—in customer success. QBRs, when designed with respect to customer needs, are an effective tool to gain strategic alignment between a vendor and an account. In my years as a customer success manager, I’ve seen what makes a standout QBR and what makes a bad one.

How To 52

How To Meeting Customers Engagement 52

ChurnZero

NOVEMBER 18, 2021

How Software Competence Creates Customer Confidence. While I currently run Customer Learning and Education for ChurnZero, my background is rather diverse, spanning from theater and retail to real estate and software. But to get started with customer education, you don’t need to have an entirely scalable system in place.

Self Service 98

Self Service Software Knowledge Base Resources 98

ShepHyken

DECEMBER 21, 2021

They use it as a shield to avoid interaction with their customers. Dan provides some insights on how to restore the customers’ confidence in the organization: Companies must use technology to facilitate collaboration, not to replace human-to-human contact.

Customer Service Representative 67

Customer Service Representative Customer Confidence Chatbots Advertising 67

ClientSuccess

NOVEMBER 21, 2017

Multiple Ways a CSM Can Bring a Customer Back. There are multiple ways a customer success team can bring a customer back from the darkness, but there must be a carefully thought out plan and strategy in place. As any sales professional can attest to, this can often lead to long periods of silence on a customer’s end.

Engagement 50

Engagement Metrics eBook Customer Success 50

ClientSuccess

JUNE 13, 2017

For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Those 3 phrases go hand-in-hand with ensuring that your organization is set up for long term success, and that your customers are happy with your products.

Measurement 43

Measurement eBook Metrics Customer Retention 43

ClientSuccess

APRIL 25, 2017

3 Ways How to Build a Customer’s Perspective Journey Map. All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. This means that customer success teams may have to rework traditional customer journey maps with an added element of the customer perspective.

Customer Journeys 40

Customer Journeys Customer Centricity eBook Customer Success 40

ShepHyken

NOVEMBER 14, 2016

Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova. HappyOrNot) All employees, including C-Level executives and management in any company, agree on the simple notion that having customers is vital to business survival. They want channel guidance.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

CustomerSuccessBox

JULY 19, 2022

From the moment a lead becomes a customer, it is critical to provide value and ensure that a good product experience is achieved. The most successful businesses create repeatable processes that lead consumers to become advocates. This is referred to as a customer success framework. What is a Customer Success Framework?

Customer Success 52

Customer Success B2B Customers Strategy 52

One Millimeter Mindset

APRIL 15, 2019

When your story is all about customer skepticism, then prospective customers do not do business with you. Because, for starters, they compare stories with your former customers. If you want to perpetuate customer skepticism, instead of customer confidence and repeat business, here are two sure-fire ways to achieve this outcome.

Customer Confidence 15

Customer Confidence Customer Retention Customers Communication 15

SmartKarrot

JULY 27, 2022

Customer Engagement Manager vs. Customer Success Manger Customer Engagement Manager: Roles and responsibilities Customer Engagement Manager: Skills required to be a successful customer engagement manage Customer Engagement Manager: Work environment. It covers –. Analytical skills.

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

ClientSuccess

MAY 8, 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. 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 Management Self Service eBook 56

Qualtrics

MARCH 19, 2020

Think about adding more always-on feedback mechanisms to your digital properties as well as adding some more targeted pulse surveys with your customers, employees, and partners. Our Customer Success organization, which supports a large volume of companies around the world, shared a number of questions that they’re hearing from our CX clients.

Airlines 56

Airlines Metrics Effort Score Survey 56

ClientSuccess

MARCH 27, 2017

When it comes to customer success, there are many ways for organizations to be successful. In past posts, we’ve explored different models of how to set up teams , what metrics to use when measuring retention and churn, how to align the department with other teams, and even how to onboard customers to a product.

Customer Success 46

Customer Success Net Promoter Score NPS Metrics 46

Kayako

JULY 28, 2022

Instead of more choices and channels, companies should optimize a self-service process that: Prioritizes customers’ ability to resolve their problems via self-service. Gives customers confidence they can resolve their issue, so they don’t abandon the attempt too early. How Does Knowledge Management Improve Customer Service?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

ClientSuccess

DECEMBER 22, 2017

As a customer success manager, you probably sit down every day to a calendar full of scheduled meetings and a bursting inbox. Without careful selection and timing of work, CSMs may underachieve and not drive results for the customer. Our SuccessCycles, To-dos and Tasks are only part of our customer success platform.

Innovation 41

Innovation Customer Success Management eBook 41

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

ClientSuccess

FEBRUARY 27, 2018

Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. This is a strategy principle we call “Customer Success as a Culture.”. Customer Success as a Culture.

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40

SurveySparrow

JANUARY 20, 2020

. #12 Be helpful even when there are no issues: It doesn’t cost a bomb to ask your customers if everything is going well. This is the prerogative of the customer success team. For all you know, the customer might actually be grappling with a problem and are hesitant to seek help.

Measurement 52

Measurement Omni-Channel Loyalty Programs Social Media 52

Gainsight

MAY 21, 2021

So, I couldn’t wait to dig into a big question: “How should Gainsight, aka THE Customer Success company, be onboarding their own customers differently?” Once the top priorities are identified and agreed upon, our team then develops clear and precise milestones aligned to building customer confidence.

NPS 52

NPS Consulting Leadership Customer Success 52

ChurnZero

JULY 24, 2020

Customer Success as an Agent of Change: Why Trust Matters. Customer Success is often the conduit for change – whether you’re getting a customer to adopt your product, change their existing processes, test an untried strategy, or expand their account. 7 Customer Success Trust-Building Tactics.

Loyalty 59

Loyalty Customers Customer Success Meeting 59