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

SurveySparrow

AUGUST 31, 2021

Your customers are no exception. If you wondering how to conduct a survey , be transparent and tell your audience how you would use their feedback. Explain why they are being involved and how their contribution is valuable to you. An in-depth analysis of the feedback helps you leverage the data and trends to boost sales.

Survey 98

Survey Sales Social Media Multi-Channel 98

Playvox

APRIL 21, 2023

Related Article: What Customer Self-Service Is (And How To Implement It) An Omnichannel Customer Experience Drives Loyalty And Sales Today’s customer expectations can be high, but when you meet (and hopefully exceed) them, it pays off.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

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

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. But until then, qualifying startups can use their sales enablement application at no cost.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

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

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

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. Freshly refers to the sales process as “being outgoing.” Think twice about giving sales quotas to agents. Develop a training plan.

Contact Center 52

Contact Center How To Call Recording eBook 52

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

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

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

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

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. Integrated data is how Sales and Marketing gets done. Learning How To Share Customer Data. This is part 3 in a 5-part series.

Data 98

Data Net Promoter Score NPS Effort Score 98

Gainsight

OCTOBER 17, 2022

Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . At Gainsight, we believe that truly durable growth is built on strong customer relationships. 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 2, 2021

Ensure you promote that this is a foundational pillar of your customer success strategy, both with current and prospective customers. Who knows – transparency with customers could help your sales team close new deals! This means transparency with customers, of course, but also internally, from the top down.

eBook 68

eBook Customer relationships Customers Tips 68

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. Unexpected + Unavoidable.

eBook 59

eBook ROI Customer relationships Customer Voice 59

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. Have you improved a process that resulted in better sales or savings?

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. Have you improved a process that resulted in better sales or savings?

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

SurveySparrow

DECEMBER 8, 2023

A lead is a potential customer in the early stages of the customer journey , showcasing a level of engagement that warrants further exploration and cultivation. It is a foundation for businesses to initiate meaningful interactions, ultimately converting this interest into a lasting customer relationship.

Social Media 52

Social Media eBook Survey Customer Centricity 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

ChurnZero

FEBRUARY 21, 2020

How to Build Customer Rapport That Doesn’t Bore. Our customers do this through ChurnZero’s automated Plays—a tiny detail that goes a long way. For example, to celebrate closing a long and challenging sales cycle, our Account Executive and his prospect-turned-customer wanted to share a beer together.

How To 52

How To Return on Investment Customer Retention eBook 52

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. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Strategy 40

Beyond Philosophy

MARCH 28, 2024

Similarly, it isn’t very reasonable to think there is a solution for your customer that can also fix your experience without the effort. Part of the reason we want this simplified solution for experiences has to do with customer systems sales. Let’s get our new sales strategy up and running in six months.

CRM 78

CRM eBook Hotels Exercises 78

ClientSuccess

AUGUST 24, 2021

It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. Check out the steps your team can take to optimize your sales through onboarding customer experience: 1.

eBook 52

eBook Sales Meeting Resources 52

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry.

Financial 98

Financial Company Customer Service Tips 98

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

SEPTEMBER 17, 2021

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. In most situations, it’s difficult (and unwise) to spring an upsell conversation on a customer out of the blue.

eBook 52

eBook Leadership Sales Customers 52

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ChurnZero

JANUARY 10, 2022

One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success. CS teams should get as much as they can from the Sales team in order to be best prepared for this customer relationship.

Metrics 98

Metrics Customer Success Training eBook 98

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. 2021 Customer Success Planning.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

Gainsight

OCTOBER 4, 2022

Customer success as we know it didn’t exist yet. Back then, the primary driver for customer relationships was customer support, a reactive function that helped overcome problems that arose once a product had already been sold and delivered. . Back to the present: A customer success world.

Customer Centricity 52

Customer Centricity CRM Customer Success eBook 52

ClientSuccess

JANUARY 10, 2020

One of the biggest reasons customer onboarding experiences go off the rails is because end users (the ones typically in onboarding sessions) and even some mid-level managers might not even know why they’re learning a new platform or what value they stand to gain. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

One of the biggest reasons customer onboarding experiences go off the rails is because end users (the ones typically in onboarding sessions) and even some mid-level managers might not even know why they’re learning a new platform or what value they stand to gain. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

Kustomer

JUNE 7, 2023

Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. As customer trends shift over time, so will the contents of a CX playbook. For the complete guide to CRM software, download our latest ebook.

Financial 98

Financial CRM Banking Effort Score 98

Stella Connect

AUGUST 16, 2017

From operations to training to managing the customer experience, every facet of your business must reflect changing market realities. When a customer is unhappy with a brand experience, the opportunity to recover that relationship, strengthen it, and drive future sales is huge. And the customer will know you care.

Contact Center 55

Contact Center How To NPS Fashion 55

ClientSuccess

JULY 7, 2021

Customer success managers are tasked with being great at a lot of things. Project management, sales, issue mitigation, etc. – This is why requiring CSMs to be excellent at leading strategic planning conversations with customers can sometimes be a little tricky. eBook: 3 Steps To Putting Your Customer First This Year.

eBook 59

eBook Meeting Customer Success Customers 59

ClientSuccess

OCTOBER 26, 2020

For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. You were just told to “get that renewal”.

Customer Success 74

Customer Success Sales Metrics eBook 74