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. Churn, Retention, Revenue.

Measurement 43

Measurement eBook Metrics Customer Retention 43

ClientSuccess

NOVEMBER 21, 2017

It’s important to remember, however, that a customer in an upsell position, no matter how mutually beneficial or respectful the relationship, is still in the middle of a sales cycle. 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

MAY 8, 2019

3 Key Takeaways from My First Two Years as a Customer Success Manager. Establish a Sales to Customer Success Handoff. Streamlining the transition from Sales/Implementation to Customer Success/Support is very important. For a customer, this process should be seamless and take little to no effort from their end.

Customer Success 56

Customer Success Management Self Service eBook 56

Comm100

APRIL 12, 2018

What service are you going to provide after the sale to differentiate your company from the competition? In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success.

NPS 155

NPS Measurement Effort Score Customer Experience 155

ClientSuccess

FEBRUARY 27, 2018

Engaging & Evaluation : This is the first step in the ‘sales’ process. What does your customer seem most interested in, product-wise? How is your sales team building value during the sale? What is the customer’s budget? How is your team defining customer handoffs between departments?

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40

ClientSuccess

OCTOBER 16, 2017

Here are 5 reasons why focusing on customer success is imperative for any organization’s company culture: 1. A customer’s relationship with a brand begins with the very first sales call or email. Every single interaction from then on impacts the success this customer will have throughout their journey.

Culture 41

Culture Customer Success Company Customer Journeys 41

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0