ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

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Customer Success eBook Loyalty Conference 80

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. How to calculate Customer Lifetime Value. What about a conference you already know this customer will be perfect for? Ready to Learn More?

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How To Metrics Case Study eBook 59

ClientSuccess

JANUARY 30, 2023

Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization. This blog post will discuss three metrics to consider when evaluating your customer success team size. The post When is the Right Time to Grow Your Customer Success Team?

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Customer Success eBook Customer relationships ROI 70

ClientSuccess

JANUARY 4, 2019

Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Health Score Challenge—Customer Health Data Spread Out. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie.

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Metrics ROI Net Promoter Score NPS 53

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. . eBook: 3 Steps To Putting Your Customer First This Year. Go above and beyond. .

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Loyalty eBook Customer relationships Resources 52

ClientSuccess

MARCH 2, 2021

While Account Executives (AEs) have been managing customer accounts for many years now, the rise of the Customer Success Manager in the SaaS space has created some overlap – and confusion – between the two roles. CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals.

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Customer Success Management eBook Metrics 62

ClientSuccess

JANUARY 19, 2022

Onboarding: Onboarding is one of the most important stages of any customer relationship because it sets the tone for your entire partnership moving forward. These meetings typically involve executives and other key stakeholders, so having the right metrics gathered and ready for review is crucial. Ready to learn more?

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eBook Resources Tips Metrics 77

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

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Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. 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.

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Customer Success Metrics eBook Measurement 64

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. .

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Customer Satisfaction Effort Score eBook NPS 52

ClientSuccess

DECEMBER 7, 2020

Now that the role and importance of a customer success manager is more important than ever before, many organizations are looking to invest time and resources into customer success teams. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores.

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Software Customer Success eBook Metrics 65

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.

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Software Customer Success Effort Score eBook 104

ClientSuccess

JULY 27, 2021

For decades, companies were foundationally built around new customer sales and logos, leaving customer relationship building a secondary effort. Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes.

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Customer Success Effort Score eBook Trends 64

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. Just as collecting data and metrics is a part of the foundational principles of a SaaS organization, so too are KPIs foundational to the world of client success.

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Customer Success eBook Customer Relationship Management Metrics 88

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. Here are a few ways to proactively avoid being ghosted by customers: 1.

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How To eBook Metrics Customer relationships 64

ClientSuccess

JUNE 15, 2021

Here are three reasons a customer success platform is essential to long-term company success: Customer lifecycle planning: One of the critical parts of building long-term customer relationships is having a plan in place for how you want your customers to grow. Toolkit: Team Leadership Toolkit.

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Customer Success Company eBook Customer relationships 52

ClientSuccess

OCTOBER 12, 2020

Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement. You can learn more about proactive customer success with these other resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

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Customer Success Customer Journeys eBook Leadership 59

GetFeedback

DECEMBER 21, 2018

If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric. Though CSAT only reflects a slice of the greater customer journey , it’s a good start. Download the ebook today.

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Customer Retention Net Promoter Score Poor Customer Service B2B 390

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.

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Customer Journeys Customer Success Tips 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. Ultimate Guide to SaaS Customer Success Metrics. Let’s get started with this week’s post! Company : InGenius Software.

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Customer Relationship Management Customer relationships Management Customer Success 40

ChurnZero

NOVEMBER 9, 2021

Communication skills, or other soft skills like patience and empathy, are also integral to the success of your customer-facing teams. They’ll help your employees ensure that customer interactions stay positive, and it can help strengthen the customer relationship. Customer Success Around the Web.

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Company Customer Experience Survey Customer Retention 97

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Rely on metrics to gauge success. . It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”.

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Customer Experience eBook Metrics Customer Relationship Management 65

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. Toolkit: Customer Success Metrics Toolkit.

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Meeting Customer Success eBook Metrics 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.

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Marketing NPS Voice of Customer Effort Score 52

ClientSuccess

JANUARY 10, 2020

Many onboarding teams turn to automated onboarding software or customer relationship management platforms to help manage and organize the onboarding process. Rely on metrics to gauge success. . It’s easy to end a day of customer onboarding and report back to your manager that you “think that went well”.

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Customer Experience eBook Metrics Customer Relationship Management 64

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. To start, it’s critical for agents to have visibility into the metrics that are most important to the business. Important KPIs To Track For Remote Agents.

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Contact Center Metrics Study eBook 69

Team Support

FEBRUARY 18, 2022

Each of these pillars are purpose-built to provide B2B businesses the necessary framework to ensure great customer support and customer success. Know – analytical relationships over reliance on single metrics. The stickier your B2B business is, the better.

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B2B eBook Sales Analytics 105

Team Support

FEBRUARY 18, 2022

Each of these pillars are purpose-built to provide B2B businesses the necessary framework to ensure great customer support and customer success. Know – analytical relationships over reliance on single metrics. The stickier your B2B business is, the better.

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B2B eBook Sales Analytics 98

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.

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Financial Company Customer Service Tips 98

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. In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented.

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Report Customer Success eBook Communication 59

ChurnZero

NOVEMBER 9, 2021

Communication skills, or other soft skills like patience and empathy, are also integral to the success of your customer-facing teams. They’ll help your employees ensure that customer interactions stay positive, and it can help strengthen the customer relationship.

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Company Customer Experience Survey Customer Retention 52

ClientSuccess

AUGUST 21, 2019

This way, when changes do occur, customers aren’t taken aback or worried about their day-to-day processes. Create support resources and content. CSMs should work in tandem with product and marketing teams to create compelling, optimized support content and resources for customers. Leverage pop-ups and in-product prompts.

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Training Tips Resources eBook 45

ClientSuccess

OCTOBER 26, 2020

, it’s important to have documented steps of what is needed from each individual participating – both for those leading the customer success QBR as well as those presenting. What numbers/metrics should be known? What is the format of the Customer Success QBR and what tools will be used? What reports should be pulled?

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Customer Success Sales Metrics eBook 74

ChurnZero

FEBRUARY 11, 2020

But, if you’re utilizing digital communication, you have access to all sorts of “marketing” metrics, that can help you understand the engagement of your customers with your product and your communication! Leverage digital email/in-app metrics as a way to track overall engagement 2. Customer Success Around the Web.

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Customer Success Chief Customer Officer eBook Culture 52

Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Give customers one-on-one attention. Proactively reach out to loyal customers. Special Reports. White Papers.

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Customer Retention Loyalty Strategy Loyalty Programs 151

BirdEye

MAY 10, 2023

Build your email list by enticing prospects to share their email addresses in exchange for an exclusive coupon, eBook, or free trial. Follow it up by showcasing the value of your products or service to educate and build customer relationships.

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Examples Strategy Tips Marketing 98

ClientSuccess

JULY 17, 2019

2: Pay close attention to back-end metrics. Another way customers can indirectly help refocus a failing product is by paying particular attention to specific metrics. If your product requires a complete rebrand or refocus, it’s these areas of customer insight that can help direct success. . Customer sentiment.

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