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. Did they achieve these outcomes?

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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.

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Customer Success eBook Customer relationships Metrics 72

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.

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Customer Success eBook Leadership Innovation 52

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. Did they achieve these outcomes?

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. Getting started with a new customer success platform is your team’s chance to experience an onboarding process from your customer’s point of view.

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Customer Success How To eBook Leadership 105

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.

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Customer Success Net Promoter Score Self Service Customer Retention 95

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. And he was right.

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Customer Success Management NPS Sales 111

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. Toolkit: How To Build Customer Loyalty.

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Customer Success eBook Customers Loyalty 70

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.

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Customer Success eBook Innovation Metrics 81

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.

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Customer Retention Customer Success Marketing Case Study 81

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.

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Customer Success eBook Meeting Resources 64

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? eBook: Top CS Executives Predict Trends.

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Customer Journeys Customer Success How To eBook 69

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

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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).

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Sales Customer Success ROI Strategy 40

ClientSuccess

JUNE 15, 2021

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. With so much focus on customer success departments, investing in specific technology platforms is a necessity.

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Customer Success Company eBook Customer relationships 52

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

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Customer Success B2B eBook Customers 65

ClientSuccess

MARCH 4, 2019

It’s essential that all teams across your organization work together to ensure the customer is successful. Customer success should make up the DNA of your company culture , no matter the department. Customer success begins to be measured the minute the deal is signed. Learn How the Customer Defines Success.

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Sales Customer Success eBook Culture 42

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

ClientSuccess

AUGUST 8, 2017

Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. What approach to take to build the customer journey map. Request a ClientSuccess demo.

Sales 40

Sales Customer Success Customer Journeys eBook 40

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?

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eBook Metrics Roadmap Healthcare 52

ClientSuccess

OCTOBER 26, 2020

For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. What is a Quarterly Business Review (QBR)?

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Customer Success Sales Metrics eBook 74

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 . Making customers happy is no longer good enough. . . The year was 1909.

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Customer Success Chief Customer Officer ROI Sales 80

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.

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Customer Success Effort Score Self Service eBook 52

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Compensation Plans.

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Customer Success Strategy Customer Journeys eBook 49

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. 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.

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Customer Success eBook Customer Relationship Management Trends 59

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

Customer Success 71

Customer Success Sales eBook Resources 71

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.

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Customer Success e-support Software Trends 64

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.

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Customer Success Customer Journeys How To Loyalty Programs 61

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? eBook: Customer Success Best Practices from 20+ Executives.

Report 59

Report Customer Success eBook Communication 59

ChurnZero

OCTOBER 22, 2020

If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. This article will cover the reasons to give pause before undertaking the complex development of a Customer Success platform. . When it comes to customer retention, there’s business-altering revenue at risk.

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Software Customer Success CRM Customer Retention 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. dence to own their role in the customer relationship.

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Customer Success Chief Customer Officer eBook Culture 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.

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Trends Customer Success Effort Score ROI 74

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.

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Conference Customer Success Chief Customer Officer Return on Investment 72

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? eBook: Customer Success Best Practices from 20+ Executives.

Report 52

Report Customer Success eBook Technology 52

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? eBook: Customer Success Best Practices from 20+ Executives.

Report 52

Report Customer Success eBook Technology 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points.

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Customer Success Customer Journeys Strategy Exercises 64

ClientSuccess

OCTOBER 10, 2018

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.

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Customer Success Management Chief Customer Officer Customers 70