ClientSuccess

NOVEMBER 24, 2021

Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Your customers can be your biggest advocates, your biggest cheerleaders, and some of your best resources for growth – if they’re engaged correctly. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

ClientSuccess

FEBRUARY 14, 2023

Even an attitude of empathy; by understanding each customer’s unique problems and addressing them from an emotional perspective, companies can craft solid relationships and provide exceptional service that stands out. Practicing empathy puts us in the proper headspace to learn from our customers. What is empathy?

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

Quadient

OCTOBER 1, 2021

The common theme in customer experience trends is acceleration. It reflects not only new demands for digital agility and analytics but also a focus on the implementation of customer journey mapping and other customer-centric tools. CMOs will drive customer obsession at their firms. Customer Experience.

Trends 52

Trends Customer Journeys Customer Experience eBook 52

Second to None

MAY 8, 2018

Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. There’s a lot of distracting content online, and sustaining a customer’s attention long enough that they make a purchase is difficult. How an Email Marketing Strategy Enhances the Customer Journey.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

Customer Bliss

FEBRUARY 17, 2015

Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

ClientSuccess

DECEMBER 20, 2018

To learn the formulas and definitions from above download our eBook called The Ultimate Guide to Customer Success Metrics. Compiled from feedback of the top customer success leaders in SaaS. Download: The Ultimate Guide to Customer Success Metrics. Customer Lifecycle/Journey Mapping.

Customer Success 49

Customer Success Strategy Customer Journeys eBook 49

ClientSuccess

JULY 20, 2022

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. On paper, an account can be ticking all the boxes – engaged during meetings, high product usage rates, etc. – eBook: 3 Steps To Putting Your Customer First This Year.

Feedback 89

Feedback How To eBook Tips 89

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

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. What is an Engagement Model? How Do You Get Started with the Right Engagement Model?

Customer Success 44

Customer Success Engagement Resources Software 44

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 . The work you do here helps make the first step in the customer’s journey (with you) possible. .

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ChurnZero

APRIL 3, 2020

It has effective tactics to get folks engaged and wanting to have a stronger, more strategic relationship with you. Q: What’s your advice on using automation to scale EBRS so you can provide value to lower- or tech-touch customers? Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping.

Customer Journeys 52

Customer Journeys Customer Success Sales Return on Investment 52

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. Your Presenters.

Sales 40

Sales Customer Success Customer Journeys eBook 40

ClientSuccess

DECEMBER 28, 2021

Research and preparation are critical to delivering the most effective business review possible to your customers. Work with other departments to gather product usage and adoption data, engagement, business and company updates, people changes, and other achievements that may be of value to your customer. . Prepare the deck.

eBook 79

eBook Customers Video Customer Success 79

BlueOcean

DECEMBER 20, 2017

In our opinion, it means we better be doing a good job setting up an employment experience that meets the average Millennial’s needs, and we better be shaping our industry to support engagement of this demographic for the short term and the long term. It’s that simple. And that complex. The generalizations about this generation are rampant.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

BirdEye

OCTOBER 16, 2020

Buying a car is a big decision and customers want to go with the best. In the experience economy, the dealerships that win offer winning experiences at every point of the customer journey. In this article, we’ll go through five ways you can improve your customer experience , sell more cars, and grow your dealership.

Strategy 98

Strategy Customer Experience eBook Tips 98

ClientSuccess

AUGUST 24, 2021

Customer Review: While you will get the full account download from Sales during the handoff, it’s a good idea to bring yourself (and your team) up to speed in advance. Before the internal handoff, make sure you: Google the customer to get a grasp of their business, offerings, and business model. The tech stack being used.

eBook 52

eBook Sales Meeting Resources 52

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ClientSuccess

DECEMBER 12, 2017

For example, if a CSM discovers that a certain type of customer has a higher probability of churning at a specific point in the customer lifecycle, then it’s probably time to rethink the customer success process for that vertical or even rework the entire customer lifecycle process for all customers.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ChurnZero

FEBRUARY 5, 2020

Become Visible – As Customer Success is still an emerging discipline the industry is hungry for best practices, thought leadership, and lessons learned. So now is the time to elevate your presence in the space and become a known Customer Success leader. dence to own their role in the customer relationship.

Conference 64

Conference eBook Customer Success Metrics 64

ClientSuccess

AUGUST 14, 2019

Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . The role of a SaaS industry CSM has become increasingly complex because it covers so many different parts of the customer lifecycle. Webinar: 5 Strategies of Top Performing Customer Success Teams.

Metrics 40

Metrics eBook Financial Customer Success 40

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. I passionately believe that effective omnichannel customer engagement can’t be achieved without a customer centric business model.

Multi-Channel 73

Multi-Channel Omni-Channel Customer Centricity Culture 73

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

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Jay Nathan , Founder & Managing Partner, Customer Imperative . Sales won’t pass GO and collect until a customer is successful. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

JULY 5, 2017

CSMs must tailor every onboarding experience to the individual customer. During the adoption stage, the customer begins to see value with the solution as more users become engaged. Work with other CSMs and customer success leadership to manage large-scale accounts with automation and technology.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

OCTOBER 8, 2019

Tip: What is email telling you about your customers? Check out these 5 customer email responses that indicate customer health and risk. . #5: 5: Product Engagement. Engagement as a metric may seem more useful to other groups, but it’s important for customer success teams, too. Ready for more?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Centercode

AUGUST 27, 2019

Not only that, but also look at the holistic, end-to-end customer experience across the customer journey of pre-purchase, purchase, and post-purchase. This is a great reminder about the importance of truly connecting with customers for effective product iterations before launch. Jennifer : Be a knowledge worker.

Communication 49

Communication Management eBook Conference 49

ClientSuccess

SEPTEMBER 26, 2019

Sam Fiel, Customer Success Manager at ClientSuccess, defines customer health as “the current state of customer satisfaction after a given engagement (i.e. Are my customers happy or are they not? eBook: The Ultimate Guide to SaaS Customer Success Metrics. emails, meetings, and phone calls).

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

PeopleMetrics

MARCH 22, 2016

After that session, it became apparent to me the challenge facing the brand and the special leadership team poised to meet it. Here are 3 quick hits for your audience: Create the vision of success in customer transformation in words and pictures. Customer experience excellence is a two-fold endeavor. But there are cycles.

Strategy 48

Strategy Customer Experience Customer Centricity Sales 48

Stella Connect

JUNE 15, 2017

If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem? Do the standards even reflect what customers care about? Then there’s the customer journey itself, which often involves multiple channels. Mystery shopping alone can’t tell you that. It Optimizes Resources.

ROI 40

ROI Measurement Brands Omni-Channel 40

ClientSuccess

SEPTEMBER 15, 2018

When marketing and customer success teams are aligned on a high-level basis, it means that messaging and content can be consistent throughout the entire customer journey. It’s easy to lose sight of the fact that customers engage with both of these teams throughout their entire lifecycle with a company.

Customer Success 40

Customer Success Strategy Marketing eBook 40

SmartKarrot

JUNE 24, 2021

Success Hub is a free community from PracticalCSM for all aspects related to customer success career development, management training, process, research, and more. You get access to some awesome events featuring industry honchos, thought leadership zones, and more. . BreakoutCS is a great community for Customer Success Leaders.

Customer Success 17

Customer Success Resources Leadership B2B 17

ClientSuccess

MARCH 20, 2018

“Customer Success is about making your product work for your customers’ jobs to be done—useful, effortless and enjoyable.”. Global Head of Product Success, Customer Service Management. With every engagement, Customer Success is the commitment to earn the trust people put in you to deliver transformative outcomes.”.

Customer Success 40

Customer Success Competitive Advantage eBook Customers 40

ClientSuccess

JUNE 20, 2017

When we came across customer success thought leader Lincoln Murphy’s LinkedIn post on the biggest mistakes in customer success, it got us thinking. Here, we’ll discuss how customer success leaders can not only anticipate these common mistakes, but also overcome any missteps made in the customer journey.

Customer Success 40

Customer Success Culture eBook Customer relationships 40

ClientSuccess

JULY 16, 2019

I’m the first CSM for my company and have been asked to implement a “customer success” program. I would definitely encourage a CSM in this position to look at the customer journey and map out what each touchpoint looks like from the customer’s perspective. Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 41

Customer Success Touchpoint Meeting Customer Journeys 41

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Peter Armaly. James Scott. Jay Nathan.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ClientSuccess

OCTOBER 12, 2020

There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function. Your team wasn’t prepared for a customer changing direction mid-term. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59