Gainsight

OCTOBER 5, 2022

During times like these, the relationships you have formed and nurtured become more important than ever. And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. Optimize your product from the customer out.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. With every new customer issue or new solution on the market, the overarching message and focus of customer success becomes that much more convoluted.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. Here is a quick primer on customer success software and why it’s so critical for CSM teams: 1.

Software 65

Software Customer Success eBook Metrics 65

ChurnZero

APRIL 8, 2020

How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? This means face-to-face too, where possible.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

ClientSuccess

DECEMBER 19, 2022

For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner. Ready to learn more?

eBook 72

eBook Resources Customer Success Training 72

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. dence to own their role in the customer relationship.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

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

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

ClientSuccess

JANUARY 19, 2022

While some customer action plans are unique, specific processes must be executed for every customer, meaning the tasks and activities in each of these buckets will be repeated often. Creating playbooks for these repeated processes can help increase efficiency and consistency across your customer success team.

eBook 77

eBook Resources Tips Metrics 77

Gainsight

OCTOBER 4, 2022

As customer success and product experience enthusiasts, that got us thinking about how our discipline has changed over the years, and what might be in store going forward. . Customer success as we know it didn’t exist yet. The result was that customer support evolved into customer relationship management (CRM).

Customer Centricity 52

Customer Centricity CRM Customer Success eBook 52

ClientSuccess

APRIL 19, 2019

For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. The first part is onboarding a customer and the second part is driving adoption (value).

Customer Success 44

Customer Success Engagement Resources Software 44

ClientSuccess

JUNE 20, 2017

As a customer success professional, it’s not uncommon to look at customer churn and ask yourself, “What are we doing wrong?” While everyone makes mistakes sometimes, there are clear trends in customer success that can be addressed with strategy and insight. 10 Biggest Customer Success Mistakes and What to Do Next.

Customer Success 40

Customer Success Culture eBook Customer relationships 40

ClientSuccess

APRIL 20, 2021

One quick search on the internet brings up thousands of articles about ‘what your customers really want’ and ‘one thing customers are looking for but will never tell you’. For CSMs, the amount of content out there touting the secret sauce for amazing customer relationships can be overwhelming and, quite simply, confusing. .

eBook 69

eBook Customer relationships Course Resources 69

ChurnZero

NOVEMBER 9, 2021

To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates. . When trying to figure out how to best improve customer experience , you should be mindful of the entire customer journey. You should take a holistic approach and address all customer touchpoints.

Company 97

Company Customer Experience Survey Customer Retention 97

ChurnZero

FEBRUARY 14, 2020

As a thoughtful touch, their Customer Success Manager will include a handwritten, personal note. Reclaim the lost art of putting pen to paper to let your customers know it’s real. Show up for your customers every day, not only when it’s conducive to your commissions, and you’ll lay the groundwork to gain a partner for life. .

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. Customer experience programs are far more than surveys. Surveys will always play a part in customer experience. As you do, your data is integrated via API to the gaming company’s customer relationship management (CRM) platform and player profile database.

Survey 98

Survey Return on Investment eBook System 98

ChurnZero

JANUARY 10, 2022

Work Cross-Functionally During SaaS Customer Onboarding. Customer onboarding doesn’t only have to stay within Customer Success. When you have multiple teams involved, you have several different perspectives that can help shed light on the customer journey. Segment for Customer Onboarding.

Metrics 98

Metrics Customer Success Training eBook 98

ClientSuccess

JUNE 2, 2021

After all, your customers are your best sounding board because they live the customer relationship every day. As CSMs and customer success leaders, it’s easy to get ‘too close’ to your project plans, issues, and implementation items that you lose sight of the bigger customer success picture.

Feedback 65

Feedback eBook Customer Success Customers 65

ClientSuccess

NOVEMBER 24, 2021

You can also learn more about how to build and optimize your customer relationship management strategy with these additional resources from ClientSuccess : Webinar: Cultivating Customer Relationships Through Crisis. eBook: Customer Success Best Practices from 20+ Executives.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the customer and the solution provider. It’s important to analyze as many past interactions and conversations as possible.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

Team Support

SEPTEMBER 6, 2022

Most businesses fail to be centered on their customers, and with all likelihood, your B2B business is also coming up short in the customer centricity race. 86% of customers are willing to pay more for a better customer experience. Why your business isn’t customer centric.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

ChurnZero

APRIL 3, 2020

Customer Success helps your customers realize value with your product. EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities. During this webinar, we covered: The types of customer reviews and when to use them.

Customer Journeys 52

Customer Journeys Customer Success Sales Return on Investment 52

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Oftentimes, however, this step-by-step journey is not clearly defined or aligned across the various departments within an organization.

Sales 40

Sales Customer Success ROI Strategy 40

ChurnZero

MARCH 11, 2020

Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. Customer Success is about helping your customers realize value with your product.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.”. Customer Success Leaders Share Best Practices.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ClientSuccess

AUGUST 24, 2021

It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. Webinar: The Handoff: Sales to Customer Success.

eBook 52

eBook Sales Meeting Resources 52

Playvox

JANUARY 25, 2024

These statistics highlight the importance and business value of satisfied customers. Agents are on the frontline, providing omnichannel support to nurture customer relationships and create outstanding experiences for customers that represent your brand and business 24/7. Why is WEM Better than WFO?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Totango

MAY 29, 2019

When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer success teams emphasize the use of regular customer engagements to keep the customer relationship strong.

Customer Engagement 63

Customer Engagement Engagement Social Media eBook 63

ChurnZero

NOVEMBER 9, 2021

To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates. When trying to figure out how to best improve customer experience , you should be mindful of the entire customer journey. You should take a holistic approach and address all customer touchpoints.

Company 52

Company Customer Experience Survey Customer Retention 52

ChurnZero

JANUARY 19, 2022

Map Out Your Customer Journey. There may be times that a customer’s journey takes an unexpected detour. Not providing adequate forward-facing visibility to customers at this stage is almost like making them fly blind. This will enable the customer service team to better manage customer relationships.

Tips 52

Tips How To eBook Exceptional Customer Service 52

Team Support

FEBRUARY 18, 2022

The TeamSupport-created Customer Pipeline concept is essentially divided into three major spheres: Know, Support, and Grow. Each of these pillars are purpose-built to provide B2B businesses the necessary framework to ensure great customer support and customer success. The stickier your B2B business is, the better.

B2B 105

B2B eBook Sales Analytics 105

Team Support

FEBRUARY 18, 2022

The TeamSupport-created Customer Pipeline concept is essentially divided into three major spheres: Know, Support, and Grow. Each of these pillars are purpose-built to provide B2B businesses the necessary framework to ensure great customer support and customer success. The stickier your B2B business is, the better.

B2B 98

B2B eBook Sales Analytics 98