ClientSuccess

JANUARY 12, 2021

While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. Instead of trying to take a completely new approach to working with customers, CSMs should try to build off of what they learned this past year.

Customer Success 53

Customer Success Customer Journeys eBook Customer Retention 53

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. Customer Journey Map. Customer Journey Map.

Customer Journeys 40

Customer Journeys Customer Centricity eBook Customer Success 40

ClientSuccess

OCTOBER 12, 2022

As customer success departments have expanded in scope and role in recent years, customer success software has emerged as a critical investment for SaaS organizations looking to grow their bottom line, better support their customers, and set employees up for success. Look at the bottom line . Start Here!

Software 76

Software Customer Success eBook Metrics 76

ClientSuccess

JANUARY 5, 2022

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Let the new CSM know about the change once you’ve determined this on a leadership level.

Customer Journeys 68

Customer Journeys eBook Leadership System 68

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. Communicate with your team like you want them to communicate with your customers.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

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

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Compensation Plans.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

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

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. Toolkit: Customer Journey Toolkit.

Effort Score 79

Effort Score How To eBook Metrics 79

ClientSuccess

SEPTEMBER 8, 2020

This last factor – resource allocation – can make or break a customer success team’s large account management process. Understanding what your enterprise customers want to achieve with your product can help influence every decision made throughout the customer journey. Check out these additional resources: .

Customer Journeys 52

Customer Journeys Management eBook Case Study 52

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar is called “The Customer Success Maturity Model” You can request the recorded version here.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

ClientSuccess

JANUARY 24, 2019

When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Typically, customer handoffs are such a complex part of the customer journey because they set the tone for how a relationship is actually going to work.

Customer Success 46

Customer Success Customer Journeys Touchpoint Culture 46

ClientSuccess

MAY 4, 2021

Setting up quarterly check-in’s with customers. As many customer success teams are looking to use 2021 as a reset for their processes and accounts, it may also be a good idea to use this year to revamp your planning workflows. Understand where your customer is looking to grow next quarter. Check out these resources: .

Customer Journeys 52

Customer Journeys eBook Meeting Customer Success 52

ClientSuccess

APRIL 2, 2019

As a customer success professional, you probably know of a myriad of ways to ‘judge’ or ‘grade’ your customers once they start onboarding or activation. This is a pretty standard customer success process and it’s critical to know exactly where you and your customers stand at all times.

Sales 45

Sales Customer Success Customer Journeys Metrics 45

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

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.”. Customer Success as a Culture.

Customer Journeys 40

Customer Journeys Metrics Case Study Customer Satisfaction 40

ClientSuccess

AUGUST 8, 2017

Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. What approach to take to build the customer journey map. Request a ClientSuccess demo.

Sales 40

Sales Customer Success Customer Journeys eBook 40

Gainsight

DECEMBER 15, 2023

So what does that mean to Customer Success (CS) orgs? Why CS Needs to Learn How to Speak CFO For years, we’ve been talking about your CS team being trusted advisors to your customers and doing the important work of helping them be more successful. But don’t worry, this is a good thing.

Tips 52

Tips Leadership Sales Training 52

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

Tips 87

Tips Customer Success eBook Meeting 87

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

APRIL 25, 2018

There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). The New Ultimate Customer Success Question. Here it is: The Ultimate Customer Success Question. “If

Customer Success 55

Customer Success Effort Score eBook Customer Journeys 55

ClientSuccess

JULY 20, 2022

. – but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable. It’s also essential to ask for input from customers on smaller items and more significant strategic initiatives to ensure they feel their feedback is valued.

Feedback 89

Feedback How To eBook Tips 89

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

MARCH 27, 2018

Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key takeaways from Jeppsen’s approach is to define what you want the customer to experience along the journey before you define the stage names. Post Sales (Customer Success).

Customer Journeys 40

Customer Journeys Customer Experience How To ROI 40

ClientSuccess

DECEMBER 6, 2019

A Customer Experience Officer combines leadership skills with a desire to provide a positive customer experience to lead your customer success team. Your CXO should organize and develop a way to measure how customers perceive the product and/or service your company provides.

Customer Experience 59

Customer Experience eBook Customer Journeys Measurement 59

ClientSuccess

DECEMBER 6, 2019

A Customer Experience Officer combines leadership skills with a desire to provide a positive customer experience to lead your customer success team. Your CXO should organize and develop a way to measure how customers perceive the product and/or service your company provides.

Customer Experience 52

Customer Experience eBook Customer Journeys Measurement 52

ClientSuccess

FEBRUARY 21, 2022

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. This is where the Customer Health Score comes into play. Would the customer recommend your product or services?

Effort Score 68

Effort Score eBook Metrics Customer Journeys 68

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

Kayako

AUGUST 22, 2019

In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. Customer Success & Support . Customer Success & Support . Customer Success. SEO/Organic (Webpages, Blogs).

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. eBook: CSM from the Trenches: Implementing Customer Success.

How To 74

How To eBook Tips Resources 74

SmartKarrot

DECEMBER 2, 2020

Women are owning more responsibilities and are emerging to adorn strong leadership competencies. Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

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

ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Delivering customer-first service.

Customer relationships 59

Customer relationships eBook Resources Customer Centricity 59