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

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

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Learning How To Share Customer Data. This is part 3 in a 5-part series. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

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

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

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

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

SEPTEMBER 17, 2021

Today’s CSMs act as the one-stop go-between for a customer and the rest of a vendor organization. From product announcements to marketing requests, CSMs are typically the point of contact to relay this information to a customer. This same sense of leadership is also true for sales discussions. Want to learn more?

eBook 52

eBook Leadership Sales Customers 52

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

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

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

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

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

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

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

ClientSuccess

OCTOBER 19, 2021

While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn. If a customer approaches your team with the news that they are shopping competition, work with them to see if anything can be done to save the relationship. Ready for more?

eBook 59

eBook ROI Customer relationships Customer Voice 59

ClientSuccess

AUGUST 10, 2021

Often, CSMs have to go about re-engaging customers with creativity and patience, as your tried-and-true methods of engagement probably aren’t going to work. How to engage customers that have gone dark. Here are a few tips for getting your customers back on the right path: 1. Toolkit: How To Build Customer Loyalty.

Tips 85

Tips Engagement eBook Meeting 85

ClientSuccess

NOVEMBER 24, 2021

You can learn more ways to set up winning customer marketing strategies in your organization with our first three entries in this series: Customer Advocacy. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Journey Toolkit.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. .

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

ClientSuccess

JULY 13, 2021

By focusing on long-term relationship building as well as the day-to-day operations of ensuring these customer relationships run smoothly, CSMs can deliver the best of both. Webinar: How To Measure The Strength of Your Customer Relationships. Toolkit: How To Build Customer Loyalty.

eBook 52

eBook Customer relationships Customers Communication 52

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

OCTOBER 20, 2020

When the global lockdown hit at the beginning of 2020, some organizations and industries were rocked figuring out how to transition to a fully remote workforce. Your customers are also planning their 2021 budgets, which means you may need a more focused risk and customer churn management solution.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

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

NOVEMBER 15, 2022

This will help you and your customer succeed in reaching those goals together. By prioritizing your customer relationships and following through on your commitments, you can build trust and bolster retention. Listen to Customer Feedback. We love the advice that Entrepreneur magazine gives on customer feedback.

Customer Success 74

Customer Success Culture eBook Social Media 74

ClientSuccess

JULY 7, 2021

For many customer success departments, however, CSMs are responsible for managing customer relationships and moving them forward as well. If you’re a customer success leader working with a team of CSMs, don’t panic. eBook: 3 Steps To Putting Your Customer First This Year.

eBook 59

eBook Meeting Customer Success Customers 59

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. In this webinar, we will discuss how to: 1.

Conference 64

Conference eBook Customer Success Metrics 64

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. Webinar: The Handoff: Sales to Customer Success. Interested in learning more?

eBook 52

eBook Sales Meeting Resources 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

JULY 14, 2017

Ed Powers, VP Customer Success, simPRO Software Group teaches how to build trust and increase renewals during every stage of the customer lifecycle. He previously served as principal consultant for Service Excellence Partners, a firm helping subscription-based technology companies retain and grow customer relationships.

Customer Success 41

Customer Success eBook Culture Software 41

ClientSuccess

AUGUST 24, 2018

4) The Tipping Point: How Little Things Can Make a Big Difference , by Malcolm Gladwell. From : Jorie Basque , Customer Relationship Manager. This book has helped me understand how small adjustments in my own way of handling things could have a huge impact on outcomes. Company : InGenius Software. Company : Grow.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

ClientSuccess

AUGUST 21, 2019

When you send out your notification communications, including a quick one-page walk through of a new feature or a demo-esq video can help customers feel more comfortable about the new technology and how to use it. Here, you can upload release notes, training guides, and more that customers can access on their own time.

Training 45

Training Tips Resources eBook 45

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

SEPTEMBER 27, 2018

When customers come first across the entire organization, the overall way team members think about the solutions offered, the messaging used, and the processes in place are sure to change and evolve. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership. a necessity.

Trends 74

Trends Customer Success Effort Score ROI 74

ClientSuccess

OCTOBER 5, 2017

With more SaaS organizations on the market than ever before, customer success teams are being challenged to up their game and provide amazing customer experiences in order to reduce churn and customer attrition. Customer success teams have a choice in front of them on how to move forward. Competency. So what now?

Trends 41

Trends Customer Success eBook Customer relationships 41

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

ClientSuccess

OCTOBER 17, 2018

3) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. True customer advocacy – giving everything I have to building customer success as a culture. From a leadership stance, this has been beneficial for two reasons.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

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. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Sales 40

Sales Customer Success ROI Strategy 40