Qualtrics

MARCH 19, 2020

As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity. Take a hiatus on metrics. That may mean targeting a different group of customers and asking a different set of questions.

Airlines 56

Airlines Metrics Effort Score Survey 56

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

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

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.”. What is the customer’s budget?

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40

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

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. Inbound requests from customers threaten to pull the CSM away from the most important tasks. Without careful selection and timing of work, CSMs may underachieve and not drive results for the customer.

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

SurveySparrow

JANUARY 20, 2020

Your customers traverse through a myriad of emotions after they make the purchase. Understanding how your customers behave after a purchase can give marketers a lot of information about how to build more trust. What is the post purchase customer experience? 1 Say thank you: This should be the first act that you do.

Measurement 52

Measurement Omni-Channel Loyalty Programs Social Media 52