ClientSuccess

MARCH 2, 2021

The number one difference between the two roles is the goal at the foundation of each: CSMs are there to help customers achieve their goals and see value with a platform while AEs are often looking to drive new or renewed business. eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

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

Qualtrics

JULY 22, 2021

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of any business, but how these relationships are managed is still a point of contention for many brands.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story.

Metrics 40

Metrics Net Promoter Score Effort Score Customer Experience 40

Michel Falcon Experience

JULY 9, 2015

For a sales-centric organizations, perhaps it’s revenue targets. But what is it for customer-centric organizations? It’s not a higher NPS score. The one goal your business is missing to achieve customer loyalty is a complaint resolution service-level agreement. Have you downloaded my free ebook yet?

Loyalty 60

Loyalty eBook Customer Retention Effort Score 60

ClientSuccess

SEPTEMBER 27, 2018

In recent years, many organizations have started to realize the importance of a strong customer success team, not just to keep clients happy but to the success of the entire organization. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Trends 74

Trends Customer Success Effort Score ROI 74

ClientSuccess

AUGUST 14, 2019

Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . The role of a SaaS industry CSM has become increasingly complex because it covers so many different parts of the customer lifecycle. This conversation is especially important to have with your sales leader counterparts.

Metrics 40

Metrics eBook Financial Customer Success 40

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

Stella Connect

MAY 11, 2017

Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite. By that I mean immediately, right on the front line—where service teams are actively engaging customers. Case Study: Using VoC Data to Save the Customer Relationship.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

ChurnZero

FEBRUARY 28, 2020

If an onboarding team or an implementation team is required outside of your Customer Success team for specialization reasons, you still want that CSM to be involved from the very beginning. What customer experience is happening when you’re doing those things and how are you mapping to that? t wears that never gave them the con?dence

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. No one understands your customer needs better than your customers.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ChurnZero

MARCH 20, 2020

They need to analyze and synthesize this behavioral data to uncover trends and anomalies as well as craft a contextual narrative for the customer. Customer Success software centralizes data from disparate systems like CRM, support, usage, chat, email, NPS, and finance platforms. t wears that never gave them the con?dence

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52

Responsetek

MAY 8, 2018

Working with our CEM platform, our insurance clients typically see an average improvement in NPS® (satisifaction score) of 12.0 This closed-loop strategy and system has allowed insurance clients to truly understand the customer pain-points during the claims processing journey. Download eBook.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Team Support

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Yes, but not exactly.

B2B 105

B2B eBook Sales Analytics 105

Team Support

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Yes, but not exactly.

B2B 98

B2B eBook Sales Analytics 98

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Setting agreed-upon metrics across different areas of the business — IT, the C-Suite, sales, operations, etc. — How do you boost agent retention? is a good place to start.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

ClientSuccess

FEBRUARY 1, 2021

Customer success teams with little to no technological support are looking to invest in a solution for the first time, while other teams may be looking to transition from a sales-focused CRM to a more dedicated account management solution. Does the platform offer a transparent look at all customer success activities?

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. With real-time access to revenue and customer health data , company leaders can get ahead of trends and mitigate any potential risk.

Customer Success 64

Customer Success Effort Score eBook Trends 64

Gainsight

DECEMBER 15, 2021

New Law #2 : Create an integrated journey from Sales to CS. The cost of acquiring a new customer is much higher than the cost of selling to a current customer — more than twice as high. Shifting Sales efforts to existing customers is a matter of ROI. But Sales alone cannot identify opportunities.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ClientSuccess

DECEMBER 7, 2020

CSMs have been hard at work managing their customer accounts throughout the tumultuous months 2020 and, in many cases, keeping their organizations afloat until new sales can catch back up. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores.

Software 65

Software Customer Success eBook Metrics 65

ProProfs Chat

SEPTEMBER 28, 2021

When a customer is confused by the answers, step in and offer suggestions. . While online customer communities are great for collecting customer feedback, they also act as critical tools to create strong customer relationships that can stand the test of time. Interview Customers Frequently.

Feedback 52

Feedback Social Media Net Promoter Score Survey 52

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

ChurnZero

MARCH 27, 2020

Example : Show the “Don’t Forget About This Feature” walkthrough after a user has been with you for three months or more, logged in five times, and has given you an NPS score of six or above. Have you been forced to inherit hand-me-down sales tools that weren’t built with the Customer Success Manager (CSM) in mind?

Tips 52

Tips Self Service Effort Score Customer Success 52