ClientSuccess

JUNE 15, 2022

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. Continuing education for CSMs.

Customer Success 52

Customer Success eBook Leadership Innovation 52

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

NOVEMBER 9, 2022

While some customer success departments may not have dedicated operations resources like sales and marketing departments have, more and more teams are realizing the importance of operations and investing in the solutions and resources needed for long-term success. The right solutions allow CSMs to do more with less. .

Customer Success 68

Customer Success eBook Resources Metrics 68

ClientSuccess

AUGUST 31, 2020

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . First of all, congratulations!

Customer Success 105

Customer Success How To eBook Leadership 105

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. Five customer success leading indicators.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)

Resources 52

Resources Customer Success Handbook eBook 52

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Customer Success 87

Customer Success Tips Management Sales 87

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

Customer Success 74

Customer Success Culture eBook Social Media 74

ClientSuccess

FEBRUARY 15, 2022

While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process. Customer Success Deep Dive.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

ClientSuccess

SEPTEMBER 22, 2021

Often, a customer’s life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. These checkpoints can be in-person meetings, quarterly reviews, weekly calls, or however else your team checks in with customers. Keep it short, sweet, and to the point.

Customer Success 64

Customer Success eBook Meeting Resources 64

ClientSuccess

MARCH 22, 2022

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. While NPS surveys are one question and, for this reason, attractive to customer success teams and customers alike, sometimes users may have more feedback that could be of use. Keep in mind.

NPS 79

NPS Survey Tips Customer Success 79

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Level 1 customer support consists of staff who have a foundational knowledge of products and services.

Knowledge Base 105

Knowledge Base Leadership eBook System 105

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. What is the customer journey?

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. Bring the best parts of personal service over to your professional team to ensure your customers feel special. .

Leadership 40

Leadership Customer Success eBook Culture 40

ClientSuccess

MARCH 17, 2021

Today’s CSMs and customer success leaders are masters in juggling multiple plates at once. Following up with customer requests can end up being just a lot of repetitive answers, and building templates are a great way to make sure your CSMs hit the main points in a response without wasting too much time. Issue Escalation” .

Customer Success 52

Customer Success Case Study eBook Leadership 52

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle. Road Map Vectors by Vecteezy.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image.

Customer Success 111

Customer Success Management NPS Sales 111

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. Here are some considerations to take into account when looking for a new customer success platform: 1. So, how are you supposed to choose?? Ready to get started?

Software 52

Software Customer Success Case Study eBook 52

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. These benchmarks can help serve as a way to gauge how your team is performing when it comes to serving customers.

Net Promoter Score 52

Net Promoter Score NPS Customer Success Effort Score 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Why is customer marketing important? The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Case Studies.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. After all, how can CSMs help their customers thrive if they aren’t thriving themselves?

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

AUGUST 31, 2021

As a customer success leader, you’ve put a lot of hard work into building the perfect meetings with customers. While an agenda is required to keep your team and your customer on track to make the most of your time together, both an agenda and an objective are needed to achieve what you set out to do in your meeting.

Customer Success 52

Customer Success eBook Meeting Resources 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52