ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. How to avoid getting ghosted by customers.

How To 64

How To eBook Metrics Customer relationships 64

Playvox

APRIL 21, 2023

If a customer hasn’t gotten the resolution they need from self-service, they’re bound to be a bit frustrated when they speak to an agent. In uncertain times, getting capacity planning, forecasting, and scheduling right will help you deliver an outstanding omnichannel customer experience.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. New ChurnZero Resource: How to Sell Customer Success Software to the C-Suite.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Team Support

NOVEMBER 30, 2023

Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Interested in learning more?

Omni-Channel 40

Omni-Channel Customer Service How To eBook 40

ClientSuccess

JANUARY 19, 2021

From the minute the account is handed off to a CSM from sales to their ongoing renewals or eventual termination, the customer journey encompasses every step of the processes and workflows along the way. From a CSM’s perspective, the customer journey can be broken into four distinct stages: onboarding, adoption, growth, and renewal.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

GetFeedback

FEBRUARY 15, 2019

The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. How to use NPS. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Their feedback can teach you how to create more happy customers.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ChurnZero

JANUARY 19, 2022

The customer is always right. That’s how the saying goes. That’s also what you might be thinking when trying to figure out how to deal with an angry customer. No matter what industry you’re in, chances are that you’ve crossed paths with an irate customer more than once. Keep Calm and Carry On. Offer a Solution.

Tips 52

Tips How To eBook Exceptional Customer Service 52

ClientSuccess

AUGUST 17, 2022

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

Beyond Philosophy

MARCH 21, 2024

Moreover, you should inform your customers that you have a plan. This forethought works wonders for your customer relationships, even if it feels counterintuitive. The Service Recovery Paradox occurs when a service failure improves customer relationships. Most customers understand that things go wrong.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. How will we bring the mojo back in 2022? But the quick decline in brand loyalty may indicate that our relationships with those customers wasn’t as strong as we thought going into the pandemic. How to Earn Back Wandering Consumers.

Loyalty 95

Loyalty Brands eBook Loyalty Programs 95

ClientSuccess

JANUARY 30, 2023

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

Vonage

OCTOBER 2, 2017

Customers will never, ever, discount these moments of connection, no matter how they disregard other improvements you’ve made to the customer experience. Because customers are humans—non-objective, but wonderful humans, after all. Read the entire story – and see the photos – here.)

Customer Service 120

Customer Service Omni-Channel How To eBook 120

ClientSuccess

DECEMBER 19, 2022

Onboarding Playbook: The onboarding playbook is essential for any CSM team, as it outlines the steps and processes that need to be followed when engaging with a new customer. This playbook should include tips on how to diagnose problems, define troubleshooting processes, and provide resources that can be used to help solve customer issues.

eBook 72

eBook Resources Customer Success Training 72

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Interactions

JULY 22, 2022

Learn more about how Conversational AI can optimize labor and save money in our eBook. Mapping the customer journey is a valuable tool to identify where your contact center may need improvement (especially in preparation for future uncertain events). Businesses that keep customer relationships a priority outcast those who don’t.

Contact Center 62

Contact Center Self Service eBook Customer Journeys 62

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

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Many of your agents probably don’t know how to sell, and that could be the source of their discomfort. Develop a training plan.

Contact Center 52

Contact Center How To Call Recording eBook 52

ClientSuccess

APRIL 4, 2018

The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. From : Jorie Basque , Customer Relationship Manager. How has a failure, or apparent failure, during your time as a CSM set you up for later success? Company : InGenius Software.

Customer Relationship Management 40

Customer Relationship Management Customer relationships Management Customer Success 40

ClientSuccess

JUNE 22, 2022

This overarching question made our team at ClientSuccess go back to the basics of customer success to determine what exactly goes into every customer relationship that ensures retention, satisfaction, and ongoing loyalty. Here is the tried and true recipe: trust + communication = customer loyalty.

Loyalty 52

Loyalty eBook Customer relationships Customer Retention 52

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

OCTOBER 5, 2021

If your customers start to go dark, back out of meetings unexpectedly, or miss key project milestones, then you may want to start looking into if something is wrong. Don’t forget that it’s okay to bring up the sentiment on calls with customers to talk through any red flags or dips you may be seeing in the data.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

TeamSupport

MARCH 8, 2019

However, especially in the B2B (business-to-business) industry, the value of the customer relationship is increasing. More companies are adding “customer success” teams and specialists to stay in close contact with customers. This means it’s often a factor many businesses ignore and takes on a lower priority over time.

B2B 53

B2B How To eBook Customer relationships 53

Kayako

JUNE 9, 2016

When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Support Driven Salary Survey.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Support Driven Salary Survey.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

ClientSuccess

NOVEMBER 2, 2022

But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Toolkit: Churn Management Toolkit.

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

ClientSuccess

JANUARY 12, 2022

Keeping executive contacts in the loop on customer situations is a critical part of setting up customer success as a company-wide initiative and ensuring that every department – from marketing to finance – is fully aware of customer relationships and how your customers are driving your company forward. .

Customer Success 75

Customer Success eBook Measurement Leadership 75

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Net Promoter Score (NPS) measures customer loyalty with a simple question: How likely are you to recommend us? Learn how to measure your NPS score with Salesforce. Download the new ebook to learn more.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

GetFeedback

DECEMBER 21, 2018

Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering. 50% of customers naturally churn every 5 years. However, only 1 out of 26 unhappy customers complain; the rest simply churn. How to combat customer churn & boost customer retention.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ClientSuccess

MARCH 13, 2023

Keep in mind that like any relationship-building process, this requires patience; you won’t be able to master the perfect formula right away so don’t forget to keep testing over time until you feel confident in what resonates with your audience most – appealing content simply tailored just for them.

Customer Engagement 80

Customer Engagement Tips Engagement eBook 80

ClientSuccess

AUGUST 2, 2021

From the beginning of a customer relationship, CSMs should look for every opportunity to develop this kind of partnership to always feel trusted and respected. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

eBook 68

eBook Customer relationships Customers Tips 68

Gainsight

OCTOBER 17, 2022

At Gainsight, we believe that truly durable growth is built on strong customer relationships. Taking care of your customer base not only maintains revenue streams during lean times, it can actually drive expansion. That’s why customer success and product experience become core competencies during a downturn. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

ChurnZero

FEBRUARY 21, 2020

How to Build Customer Rapport That Doesn’t Bore. New ChurnZero Resource: How to Sell Customer Success Software to the C-Suite. Have you been forced to inherit hand-me-down sales tools that weren’t built with the Customer Success Manager (CSM) in mind? dence to own their role in the customer relationship.

How To 52

How To Return on Investment Customer Retention eBook 52

ClientSuccess

JUNE 29, 2022

This doesn’t need to be an intense, drawn-out check-in, but making sure a customer feels okay with their status and doesn’t need anything can give a much-needed personal touch to an otherwise somewhat clinical customer relationship. eBook: How to Become a Great Customer Success Manager. Want to learn more?

eBook 59

eBook Meeting Tips Customers 59

ClientSuccess

MAY 3, 2022

In the world of customer success, robust, fully realized customer relationships don’t just happen overnight. Instead, CSMs must make clear, focused decisions to build loyalty and trust at every customer lifecycle stage. . For CSMs and their customers, nothing beats a first impression.

Loyalty 52

Loyalty eBook Customer relationships Resources 52

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. How to operate a customer centric business.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

customer sure

NOVEMBER 20, 2018

The instructions are clear, and the company seems to have thought about how to connect different channels in a way that honours their customers’ data (for example, by not asking for contact details via Twitter). That’s partly due to the fact that we’re taught how to write, debate, enunciate properly… but not really how to listen.

Omni-Channel 76

Omni-Channel How To Social Media e-support 76