ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict?

eBook 79

eBook Metrics Call Center NPS 79

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

OCTOBER 26, 2020

As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. To ensure existing customer revenue, establish Quarterly Business Reviews (QBRs) with your customer success teams. To ensure customer success QBRs are painless (and actually beneficial!),

Customer Success 74

Customer Success Sales Metrics eBook 74

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

Gainsight

JANUARY 6, 2023

In a recent Harvard Business Review (HBR) report sponsored by Gainsight PX , researchers found that 81% of survey respondents strongly agree that a strong digital product experience positively impacts business growth. We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more.

Resources 52

Resources Roadmap eBook Analytics 52

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No No pressure!)

eBook 52

eBook Leadership Omni-Channel Innovation 52

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

Team Support

SEPTEMBER 6, 2022

Most businesses fail to be centered on their customers, and with all likelihood, your B2B business is also coming up short in the customer centricity race. 86% of customers are willing to pay more for a better customer experience. Why your business isn’t customer centric. Don’t aim only for better metrics.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

Centercode

DECEMBER 22, 2020

Our team was right there, too, and we’re proud to say that we continued not only to support our customers with our platform and services, but we supported testing professionals with in-depth content to help them adapt and improve. The Impact of Pre-Release Product Testing on Star Ratings (Report). Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

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. Vanessa Hannay , Director of Customer Success, Muck Rack . Look for 2020 to be a year of CS increasingly reporting to the C-Suite. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Customer data needs to flow to frontline employees and tools, like a company CRM, via an application programming interface (API). CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. It’s well established that exceptional employee engagement produces extraordinary customer experiences.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

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

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. How to Measure Customer Satisfaction.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

ClientSuccess

MAY 3, 2022

In the world of customer success, robust, fully realized customer relationships don’t just happen overnight. This is a critical part of earning trust and growing customer loyalty – customers must be able to trust you and your team to get things done and make their side of the partnership as pain-free as possible. .

Loyalty 52

Loyalty eBook Customer relationships Resources 52

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. Rely on metrics to gauge success. . Unfortunately, these gut feelings aren’t really indicative of how successful a day actually was.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. Rely on metrics to gauge success. . Unfortunately, these gut feelings aren’t really indicative of how successful a day actually was.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

TeamSupport

AUGUST 24, 2018

Not providing satisfactory answers because there is constant pressure to close tickets on the first try usually hurts the retention rate and is a poor customer service tactic. Click here to download our eBook on reporting & metrics for B2B customer support!

Customer Service 71

Customer Service Self Service Poor Customer Service eBook 71

Playvox

AUGUST 11, 2022

It might not seem like a big issue to have a few conversations that are tagged differently, but it can really impact the accuracy of your reporting. Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. All of this has an impact on your chat analytics and reporting. Limited Reporting. Poor Tag Coverage.

Report 83

Report Analytics eBook Data 83

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Customer Success 52

Customer Success Customer Centricity Return on Investment eBook 52

ClientSuccess

FEBRUARY 21, 2017

Katie Rogers currently serves as the VP of Customer Success at SalesLoft , where she built the customer success department from the ground up. Katie brought this insight and knowledge to the CS100 stage , where she spoke to the engaged audience on starting and scaling an effective customer success team.

Customer Success 40

Customer Success Culture Sports eBook 40

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Software 40

Software Customer Success Culture Customers 40

ClientSuccess

SEPTEMBER 26, 2019

But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. But how do you keep your existing customers coming back for more?

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

ChurnZero

FEBRUARY 14, 2020

A printing issue as reported by their new owner, Spangler Candy. All of this to say, from the bottom of our hearts, we love our customers; therefore, we promise to never send you chalky candy on Valentine’s Day. As a thoughtful touch, their Customer Success Manager will include a handwritten, personal note. The culprit?

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. A report by Forbes states that women were better rated than men on 12 out of 16 leadership strategies.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Gainsight

APRIL 13, 2022

In this article, we dig into the product-led approach and list the four ways it can lower your customer acquisition costs. What is customer acquisition cost? Customer acquisition cost (CAC) is a metric that tells you how much your company is spending to bring in a new customer. More customers embrace your brand.

Handbook 52

Handbook User Experience eBook Resources 52

ChurnZero

DECEMBER 7, 2018

96% of customers who’ve been through a high effort experience report being disloyal (as opposed to only 5% of customers in low effort experiences). A high-effort experience is that feeling of banging your head against a wall when talking to a customer support rep. Measuring Customer Effort Score. Not necessarily.

Effort Score 53

Effort Score eBook Measurement NPS 53

TeamSupport

AUGUST 24, 2018

Not providing satisfactory answers because there is constant pressure to close tickets on the first try usually hurts the retention rate and is a poor customer service tactic. Click here to download our eBook on reporting & metrics for B2B customer support!

Customer Service 40

Customer Service Self Service Poor Customer Service eBook 40

ClientSuccess

AUGUST 21, 2019

In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity. For customer success teams, this means rolling out an ongoing schedule of training and customer support.

Training 45

Training Tips Resources eBook 45

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Of course, it’s important to understand that customers can leave for any number of reasons. .

Strategy 47

Strategy eBook Metrics Trends 47

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Of course, it’s important to understand that customers can leave for any number of reasons. .

Strategy 40

Strategy eBook Metrics Trends 40

Wootric CX Blog

MARCH 1, 2020

Bonus points if you can report sentiment . We’ve seen a variety of people succeed, from Senior Sales Ops employees to Customer Success leaders, to Product Marketing people. . The common thread that connected each successful candidate is that each one understood: How integrated software works as a system. Tech savviness .

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

ChurnZero

MARCH 11, 2020

Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. Customer Success is about helping your customers realize value with your product.

Customer Journeys 52

Customer Journeys ROI Return on Investment Customer Success 52

ClientSuccess

APRIL 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Sales 42

Sales eBook Customer Success Metrics 42

ClientSuccess

MAY 2, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

eBook 42

eBook Customer Success Culture Metrics 42

Gainsight

DECEMBER 12, 2023

Many leaders say they’re focused on building (or just maintaining) their customer success teams. In this challenging economic environment, customer education and community are seen as nice-to-have extras for down the road. What if you could use customer education and community to scale customer success and do more with less?

Customer Success 52

Customer Success Self Service eBook Customers 52

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success NPS Consulting Metrics 40