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

CSM Magazine

JUNE 19, 2023

In today’s competitive business landscape, exceptional customer service can make all the difference between success and failure. One key aspect of providing first-rate support is ensuring that your customer service team members are approachable and relatable.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

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

ChurnZero

SEPTEMBER 7, 2023

If you were your own customer, would you want to sit through your quarterly business review (QBR)? 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.

How To 52

How To Meeting Customers Engagement 52

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education, and most positive actions: a desire for change. The same principle applies to customer education.

Self Service 98

Self Service Software Knowledge Base Resources 98

Quadient

OCTOBER 22, 2021

But the shiny exterior was devalued by cutting corners, unimagined engineering and poor alignment with customer needs. . We’re in the business of customer success, and we’ve proven it decade over decade. . ( We’re in the business of customer success, and we’ve proven it decade over decade. . (

Customer Journeys 52

Customer Journeys Effort Score e-support Social Media 52

ClientSuccess

NOVEMBER 21, 2017

5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end.

Engagement 50

Engagement Metrics eBook Customer Success 50

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. They want channel guidance.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

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

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. Customer Churn Rate.

Measurement 43

Measurement eBook Metrics Customer Retention 43

CustomerSuccessBox

JULY 19, 2022

Successful SaaS companies grow in two ways: by acquiring new customers and by retaining existing customers (i.e., Renewing customers contribute significantly to your annual recurring revenue (ARR), which is an important part of the revenue stream that allows businesses to predict and strategize their internal investments.

Customer Success 52

Customer Success B2B Customers Strategy 52

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. . It covers –.

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. Customer calls a customer helpline .

Self Service 247

Self Service Customer Service Management Knowledge Base 247

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. That may mean targeting a different group of customers and asking a different set of questions. Take a hiatus on metrics.

Airlines 56

Airlines Metrics Effort Score Survey 56

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

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

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

SurveySparrow

JANUARY 20, 2020

Most businesses miss out on the big picture when they don’t have a marketing strategy on post purchase experience, that is set in stone. Your customers traverse through a myriad of emotions after they make the purchase. 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

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

Gainsight

MAY 21, 2021

His pitch was simple: “This technology is incredible and the culture is off the charts, but at the pace we’re adding customers, onboarding has gotten a bit too messy and complex. 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?”

NPS 52

NPS Consulting Leadership Customer Success 52