ClientSuccess
JANUARY 3, 2023
Asking the Right Questions Leads to Happier Customers. Every business should have an understanding of customers’ needs that not only stays up-to-date with changing preferences but also goes beyond basic metrics such as loyalty and satisfaction. Customer Success as a Culture: Customer Success Leaders Edition.
ClientSuccess
DECEMBER 27, 2022
Implement a real-time feedback loop to ensure that customers’ needs are being met. Utilize analytics and metrics to measure customer success and identify areas for improvement. Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts: 3 Keys to Restoring Customer Confidence.
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ClientSuccess
JUNE 13, 2017
In this first blog of a two-part series, we will explore 4 major calculations (that can also be found in our latest ebook) for determining customer health, which can be thought of in pairs of two, with each set containing a “positive” measurement and a “negative” measurement. Some refer to this metric as Dollar Revenue Retention (DRR).
ClientSuccess
NOVEMBER 21, 2017
Sometimes, a customer going dark is bigger than a vendor relationship or engagement metrics. As a CSM, you should strive to be aware of any customer issues or big-picture problems. Is something going on internally at a customer organization? Take a deeper look at the metrics. Do your research.
ClientSuccess
MARCH 8, 2018
Many times the conversation between product and customer success teams begins like this: how engaged are our users or are they using our software? But be aware that although this data is a important, it’s not always the holy grail of metrics. There are many other factors or KPIs that help build a clear picture of customer health.
ClientSuccess
APRIL 25, 2017
Customer journey maps help organizations understand who exactly is responsible for particular customer interactions and can help departments determine which customer success metrics are most pertinent to track. View a high rez version of the customer journey map. Walk in Your Customer’s Shoes.
ClientSuccess
FEBRUARY 27, 2018
Here is a brief playbook on how customer success teams can define customer handoff and streamline the customer success journey between departments. Align Handoffs, Data Collection, and Success Metrics Between Departments. First, it’s imperative to align departments across the entire customer journey.
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