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. eBook: Top CS Executives Predict Trends. eBook: Top CS Executives Predict Trends.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer Success 95

Customer Success Net Promoter Score Self Service Customer Retention 95

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

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Toolkit: Team Leadership Toolkit.

Customer Success 75

Customer Success eBook Measurement Leadership 75

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

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

Gainsight

DECEMBER 28, 2022

Ready to learn how? To help you prepare for the mindset shift and future financial uncertainties, Gainsight published a new ebook, The Essential Guide to Budgeting for Customer Success and Durable Growth. Here are our top three secrets from the ebook. Position Customer Success (CS) as an Efficient Growth Engine .

Customer Success 52

Customer Success Self Service eBook Customer Retention 52

Team Support

NOVEMBER 30, 2023

TeamSupport is eager to work with companies that value customer support and how it affects their bottom line. We understand that resources are tight, but you can’t afford to miss out on one of the determining factors of business success. Interested in learning more? Or better yet, schedule some time to talk to us today.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

InMoment XI

JANUARY 2, 2023

When you start your CX efforts, you need to consider how to measure it. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. How Do CX Metrics Work Together? Check out our eBook on the subject! Download eBook.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

ClientSuccess

MARCH 22, 2022

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. Once a customer submits their survey, ask if they have any additional feedback. Toolkit: Customer Success Maturity Toolkit.

NPS 79

NPS Survey Tips Customer Success 79

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. In Conclusion.

Customer Success 74

Customer Success Culture eBook Social Media 74

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

DECEMBER 1, 2021

If a customer doesn’t trust a CSM, some specific details around how they’re feeling with the product, how the team uses the features, and more could be lost in the silence. Understanding what customer trust entails has been one of the great mysteries of customer success – until now.

Customer Success 70

Customer Success eBook Customers Loyalty 70

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

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

JULY 20, 2022

. – but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable. It’s also essential to ask for input from customers on smaller items and more significant strategic initiatives to ensure they feel their feedback is valued.

Feedback 89

Feedback How To eBook Tips 89

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Customer Success Blogs.

Customer Success 98

Customer Success Course Competitive Advantage Resources 98

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

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. eBook: CSM from the Trenches: Implementing Customer Success.

How To 74

How To eBook Tips Resources 74

ClientSuccess

SEPTEMBER 22, 2021

While having great, well-planned, and well-executed customer check-ins is crucial for any successful customer success strategy, it’s only the first part. An additional step is needed to help the customer lifecycle move smoothly from one checkpoint to the next: the follow-up email.

Customer Success 64

Customer Success eBook Meeting Resources 64

ClientSuccess

MAY 10, 2022

This number is also used to determine ARR (annual recurring revenue), which shows how much revenue will come in each year from this initial contract. . Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc. How to calculate Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

ChurnZero

AUGUST 31, 2021

It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer Success 52

Customer Success Net Promoter Score Self Service Customer Retention 52

InMoment XI

NOVEMBER 25, 2021

In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees. My name is Ton Luijten, and I’m a Customer Success Director for InMoment, as well as the Data Science Lead for the APAC region.

Case Study 493

Case Study eBook Exercises Customer Retention 493

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

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

inSided

OCTOBER 2, 2019

I know what you are thinking, what has self-service got to do with increasing customer retention? Well, it all comes down to customer success, engagement and the user experience. In fact the very thought that facilitating self-service means taking a hands-off approach to Customer Success is totally misguided.

Self Service 67

Self Service Customer Success B2B Knowledge Base 67

Kayako

AUGUST 22, 2019

At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support. Customer Success & Support . Customer Success & Support . Customer Success.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Success 49

Customer Success How To e-support eBook 49

ClientSuccess

APRIL 28, 2021

Additionally, although things may be moving smoothly now, all it could take is one issue for a customer to feel as though they were forgotten about or left to fend for themselves. . How to avoid getting ghosted by customers. eBook: 5 Ways To Surprise & Delight Your Customers.

How To 64

How To eBook Metrics Customer relationships 64

ChurnZero

MARCH 22, 2022

Reducing customer friction points means minimizing effort for your customers and, in the long run, maximizing revenue for you. As technology continues to advance and consumers’ expectations continue to climb, it’s more important than ever to know how to identify and reduce user friction. Identifying customer friction points.

How To 98

How To Customer Journeys Customer Retention Customers 98

ClientSuccess

OCTOBER 20, 2020

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. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1.

Customer Success 59

Customer Success eBook Customer Relationship Management Trends 59

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In this webinar, we will discuss how to: 1.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

ChurnZero

FEBRUARY 7, 2020

What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. So, what’s the job outlook for Customer Success professionals? This means a vigilant focus on growing customer retention and lifetime value.

Customer Success 64

Customer Success e-support Software Trends 64

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. Customer Success Podcasts.

Customer Success 52

Customer Success Course Competitive Advantage Resources 52

ClientSuccess

JUNE 8, 2021

Identify stakeholders throughout your customer organization (from end-user to executives) and consistently reach out for feedback and input. Optimize your internal support processes to ensure impeccable customer interactions, even if it is on the heels of a platform issue. eBook: CSM from the Trenches: Implementing Customer Success.

How To 52

How To eBook Trends Customer Journeys 52

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year.

Customer Success 41

Customer Success How To Customers eBook 41

Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. How do you put Customer Success at the core of your business?

eBook 52

eBook Metrics Roadmap Healthcare 52