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

SEPTEMBER 13, 2022

While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success. Understanding customer onboarding speed. So, what is customer onboarding speed?

eBook 76

eBook Metrics NPS Training 76

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 68

eBook Customer relationships Customers Tips 68

Stella Connect

JUNE 15, 2017

Without rigorous quality assurance measures to ensure data integrity, mystery shopping programs are bound to produce skewed or inaccurate results. For example, some mystery shopping companies deploy shoppers who aren’t demographically representative, aren’t properly screened, and aren’t rotated to ensure objective measurement.

ROI 40

ROI Measurement Brands Omni-Channel 40

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 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. Ready to learn more?

eBook 52

eBook Customer relationships Customers Communication 52

ClientSuccess

NOVEMBER 15, 2022

This means reaching out and developing relationships with each person within the company–from top decision-makers down to influencers. To start, you should ask questions about what is most important to your customer–their team’s goals and KPIs, their own goals, and how they measure success.

Customer Success 74

Customer Success Culture eBook Social Media 74

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

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

These days, CSMs are brought in during sales conversations to answer questions and map out customer journeys, but they’re also heavily involved during onboarding, implementation, ongoing support, and expansion conversations. Customer success leaders should be constantly evaluating and grading current plans to see where changes should be made.

Metrics 40

Metrics eBook Financial Customer Success 40

ClientSuccess

FEBRUARY 13, 2019

With such a huge responsibility on their shoulders, CSMs need to be prepared to approach customer accounts with this growth-focused mindset. When it comes down to it, fostering customer loyalty and prioritizing valuable customer relationships is the best way to improve account value and increase retention/growth.

Loyalty 54

Loyalty eBook Customer relationships Customer Success 54

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

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 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

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

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.

Trends 74

Trends Customer Success Effort Score ROI 74

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. Capture how all parties involved will measure value and success.

Sales 40

Sales Customer Success ROI Strategy 40

Qualtrics

JULY 23, 2019

These market research professionals bring you the latest news and thought-leadership so you can stay on top of your research game. He’s a frequent writer and speaker on trends, leadership and performance management, and he has directed thousands of surveys examining consumer trends and citizen behavior. Download Now.

Marketing 32

Marketing Handbook Net Promoter Score Entertainment 32

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

NOVEMBER 15, 2017

Customer Lifecycle Management (sometimes referred to as “CLM”) is the process of mapping out the entire customer journey and then associating specific lifecycle stages to individual metrics. Each organization must look at crucial, defining metrics to know exactly what to map out, track, and measure. Blog Posts.

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

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? Customer ROI goes beyond the monetary value of an account.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

ClientSuccess

MARCH 20, 2017

Before we examine a few challenges that customer success teams should keep in mind, let’s first start with the definition of NPS: “( NPS ) is a management tool that can be used to gauge the loyalty of a firm’s customer relationships. Customer Success Leaders Share Best Practices.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Peter Lavers

JULY 6, 2016

For B2B I’d recommend the Customer Attuned model (illustrated), which argues that customer relationships are based on trust and working together for mutual commercial benefit. It’s based on the 3 key drivers of customer focus, commercial acumen & cost efficiency. Public Sector.

Customer Centricity 40

Customer Centricity B2C B2B System 40

ClientSuccess

OCTOBER 10, 2018

Imagine that you’ll be asked questions — how is your customer implementing this new process? What are they going to be looking at when it comes to measurements? If you wouldn’t feel confident explaining your customers concepts to this key stakeholder, you don’t understand it well enough. Submit your answers here.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

ChurnZero

APRIL 3, 2020

We find our customers are trying to measure XYZ and this is how we help.” Q: If you don’t have an executive sponsor identified, or your sponsor is director-level or below, how do you encourage a customer to bring a member from their executive leadership team? dence to own their role in the customer relationship.

Customer Journeys 52

Customer Journeys Customer Success Sales Return on Investment 52

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

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ClientSuccess

OCTOBER 25, 2021

Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one. Leading Indicator 1: Customer Engagement. This first leading indicator measures how involved and active a customer is in your project plan. Ready to learn more? .

Customer Success 64

Customer Success Metrics eBook Measurement 64

ClientSuccess

MARCH 8, 2021

Check out these other resources from ClientSuccess on building a strong customer testimonial program in your organization, including: Webinar: How To Measure The Strength of Your Customer Relationships. Webinar: The Game Changing Impact of Customer Advocacy. eBook: 5 Ways To Surprise & Delight Your Customers.

Case Study 92

Case Study eBook Video Study 92

ClientSuccess

FEBRUARY 1, 2021

Many times, a platform that touts itself as ‘customer focused’ is only really effective for one specific part of the customer experience, such as onboarding or issue management. After all, your customers will ideally be around for a while, and any software you invest in should be able to manage all account stages.

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. By organizing your customer’s unique needs, your team can treat every single customer the way they prefer. Webinar: The Cardinal Sin of Client Success.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

ClientSuccess

JANUARY 4, 2019

Measuring product usage can help alert your team to issues within your account across various areas such as training, educational resources, and even product enhancements. Customer success managers and leaders love the insight it gives them around customer engagement. Customer Relationship. Customer ROI.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

ClientSuccess

APRIL 12, 2017

Delivering a strong moment of value to a customer often can’t be replicated or duplicated because every single person views value and satisfaction differently. Customer Value Decay Examples include: A stagnant onboarding process : Beginning a customer relationship with irritation can be a recipe for doom for any organization.

How To 40

How To eBook Customer relationships Customer Success 40

ClientSuccess

MAY 8, 2017

Especially in the days of the ‘unicorn startup,’ many companies are redefining roles and workflows within individual organizations, effectively decreasing uniformity that was so common in the customer success world. Now, a Customer Success Manager (CSM) can be the same role as a Client Advocate or even a Customer Relationship Rock Star.

Customer Success 42

Customer Success Net Promoter Score Metrics NPS 42

Magellan Solutions

FEBRUARY 24, 2022

So it’s up to you to figure out how to measure them. Ideally, the software should be able to work with your customer relationship management (CRM) system. These offices provide strategic support and placement of personnel for customer enhancing solutions. As you can see, both have good and bad things about them.

Social Media 40

Social Media B2B B2C Sales 40