ChurnZero

NOVEMBER 3, 2021

Having this sort of information in your back pocket means you have it at your fingertips to quickly reference on customer calls, such as your Quarterly Business Reviews. . All in all, you can use this information to get to know your customers a little bit better.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ClientSuccess

FEBRUARY 8, 2023

CES : a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution. For example, if a customer purchases 20 licenses but uses only 5, the license utilization rate is only 25%.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

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. What is empathy? Sometimes, this means apologizing.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ClientSuccess

OCTOBER 5, 2021

Five customer success leading indicators. Here are five critical customer success leading indicators your team should start tracking this year: 1.Customer Customer engagement: Regular, ongoing check-ins and communication with your customers is vital for fostering long-term value and building relationships.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

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

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

NOVEMBER 21, 2017

5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end.

Engagement 50

Engagement Metrics eBook Customer Success 50

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

APRIL 28, 2021

Then, when you try to reach out and re-engage it can be near impossible to elicit a response from the customer in question. . When do customers ‘go dark’. If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. How to avoid getting ghosted by customers.

How To 64

How To eBook Metrics Customer relationships 64

ClientSuccess

SEPTEMBER 13, 2022

Customer onboarding speed also matters to CSMs because, as any CSM knows, implementation and configuration can often be the most complex part of any customer relationship. Getting a platform to where a customer is happy with and ready to use is no small feat. eBook: How to Nail Your Onboarding Process.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

MARCH 2, 2021

Because CSMs are usually under the Professional Services team, they track things like product usage, contact engagement, account sentiment, and things like that. While AEs are heavily involved during pre-sales, sales, and upsell conversations, CSMs manage the entire lifecycle of a customer account. .

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

MARCH 23, 2021

While CSMs don’t need to be on-site with customers or even have a need to meet them in person, video calls have become a new way to connect and engage with customers for those big moments. . Here, we’ll look at a some of the key things to keep in mind when video conferencing with customers: 1.

Video 65

Video eBook Meeting Customer relationships 65

ClientSuccess

JUNE 29, 2022

Make it easy for customers to reach you, even if there is a simple question on the table, to normalize communication and establish a strong feeling of engagement. eBook: How to Become a Great Customer Success Manager. But how often do you mean this? Want to learn more?

eBook 59

eBook Meeting Tips Customers 59

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Here are key strategies to consider when creating a Customer Success Journey Map: 1.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ClientSuccess

AUGUST 24, 2021

It doesn’t help, either, that this handoff happens early on in the customer success journey. An awkward transition from the sales process to implementation and onboarding can set the tone for the entire customer relationship – good or bad. Connect on LinkedIn with the customer contacts you were introduced to via email.

eBook 52

eBook Sales Meeting Resources 52

Playvox

SEPTEMBER 30, 2022

A 2022 Salesforce report showed that 88% of both consumers and business buyers said their experience mattered as much as a company’s products did, making your team a critical part of the customer experience — and customer retention. Showcase Your Customer Support Team Progress. What are customers’ expectations from your company?

Contact Center 67

Contact Center Report eBook Tips 67

ClientSuccess

JUNE 22, 2021

Use this as an opportunity to show value and move your customer relationship further. . Your customers probably haven’t had any big external in-person meetings in the last year either, so hosting or attending a customer meeting will be a big deal for both parties involved.

Meeting 52

Meeting Customer Success eBook Metrics 52

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

ClientSuccess

JANUARY 23, 2020

By combining a deep knowledge of the product and/or platform with the ability to communicate and engage with consumers with ease, CSMs are instrumental in cultivating and managing customer relationships. Access more valuable resources to become a better CSM: Webinar: 5 Strategies for Top Performing Customer Success Teams.

Report 59

Report Customer Success eBook Communication 59

ClientSuccess

JANUARY 23, 2020

By combining a deep knowledge of the product and/or platform with the ability to communicate and engage with consumers with ease, CSMs are instrumental in cultivating and managing customer relationships. Access more valuable resources to become a better CSM: Webinar: 5 Strategies for Top Performing Customer Success Teams.

Report 52

Report Customer Success eBook Technology 52

ClientSuccess

JANUARY 23, 2020

By combining a deep knowledge of the product and/or platform with the ability to communicate and engage with consumers with ease, CSMs are instrumental in cultivating and managing customer relationships. Access more valuable resources to become a better CSM: Webinar: 5 Strategies for Top Performing Customer Success Teams.

Report 52

Report Customer Success eBook Technology 52

ChurnZero

MARCH 3, 2020

Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is planning on hosting twenty-four RYG Leadership Hour events in 2020.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

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

ClientSuccess

JULY 5, 2017

One of the most critical stages of the customer lifecycle is the sales handoff. The transition between the sales cycle and the ‘becoming a customer’ portion of the relationship sets the tone for how the rest of the customer relationship will play out. Pitfall #3: Adoption & Value (Silence is Success).

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

DECEMBER 12, 2017

Here are some steps a CSM can take when a customer churns to recover quickly and ensure corrective action in the future: Step 1: Review The Customer Relationship. Immediately after a customer attrition conversation, a CSM and his or her team should begin to review the customer relationship in depth.

Customer Journeys 40

Customer Journeys Customer relationships eBook Metrics 40

ClientSuccess

OCTOBER 2, 2019

A CSM has a wide range of responsibilities, but is entirely focused not only on renewing, upselling or cross-selling as an Account Manager, but on each customer’s ultimate success using a product or service. As a general guideline of the duties of a Customer Service Manager, JobHero’s definition is helpful: . “A

Customer Success 47

Customer Success Management Metrics Guidelines 47

Second to None

MAY 8, 2018

Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales. Your emails in this stage can include free trial offers, as well as free content like webinars, videos, or ebooks, all of which should serve to demonstrate the usefulness of your services.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

ClientSuccess

AUGUST 14, 2018

CSMs should be making each touch and engagement meaningful by focusing on each customer’s needs and what job they’ve hired your software or service to do. Onboard effectively; plan strategically; execute tactfully; engage proactively. This is a great way to share your unique perspective and thought-leadership. Conclusion.

Customer Success 42

Customer Success eBook Software Sales 42

ClientSuccess

OCTOBER 5, 2020

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI? Increasing ROI with better customer relationship management.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

Stella Connect

JUNE 15, 2017

If your goal is to increase customer loyalty and revenues via suggestive selling, for example (or better yet, service delivery + 1 ), you can use mystery shopping to determine whether employees are demonstrating specific behaviors that build the customer relationship and drive sales—and whether your training programs need fine-tuning.

ROI 40

ROI Measurement Brands Omni-Channel 40

ClientSuccess

JUNE 20, 2017

The key to keeping and growing customers is to focus on the needs and outcomes for individual customers, not on generic outcomes or responses. This keeps customers, and customer success team members, awake, engaged, and on their toes. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

Customer Success 40

Customer Success Culture eBook Customer relationships 40

ClientSuccess

MAY 2, 2018

This period serves as an excellent opportunity to set and build relationship momentum, as well as set both you and your clients up for greater, future success. This particular principle, however, requires consistent effort throughout the entire customer relationship and, much like my other principles, is not a one-time activity.

eBook 42

eBook Customer Success Culture Metrics 42

ClientSuccess

APRIL 3, 2018

Even the smallest of customer interactions can be used to solidify your relationship and reinforce this value. Here are 6 things to keep in mind every day to continuously build customer relationship value: 1. Ensure the Customer Always Comes First. Keep Customers In The Loop With Product Issues.

eBook 40

eBook Customer Success Culture Interaction 40

ClientSuccess

NOVEMBER 15, 2017

Building the Customer Journey Map is the first step towards ensuring all internal employees, departments, and even executives are on the same page when it comes to customer interactions and engagements. How Is Your Organization Handling Customer Lifecycle Management? Ultimate Guide to SaaS Customer Success Metrics.

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

ClientSuccess

MARCH 17, 2017

It’s inevitable that bad experiences will happen as it relates to the journey your customers are on with your organization. Many companies have hundreds if not thousands of customers that are engaging with their product, team members, and services each and every day. Joy, Pain, Joy.

Customer Success 40

Customer Success Customer Experience eBook ROI 40

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. he has been supporting the customer relationship management professionals and teams for over decades now.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21