How to Measure Customer Satisfaction With CSAT


Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly.

4 Customer Success Mistakes (and how to fix them)


The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways. Customer Success Management

10 Ways to Improve your Customer Success Strategy


There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? How about 400? Involve Customer Marketing.

How to Demonstrate Impact in Customer Success


Kristen illustrates how expansion is the key to demonstrating a CS team's impact. Customer Success Customers Onboarding saas value realization

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.

How to Write Self-Service Support Material


When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.

How To 227

Customer success managers: How to measure and manage your CSMs


How to measure & manage customer success managers Loyalty.

Improving Customer Service: How to Handle Upset Customers Successfully

Kristina Evey

Improving customer service requires the fine art of working with frustrated and upset customers. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . .

How to Turn NPS Detractors Into Promoters


It’s never fun to encounter Detractors, but the good news is that, with a little TLC, they can be turned into Promoters. This post will cover the top ways you can turn NPS Detractors into Promoters and improve your company’s overall customer experience. It’s time to get real.

NPS 195

5 Tips For Hiring A Customer Success Leader


Joseph shared how to hire a good CS leader, and what to look for during the process. Customer Success Customers Onboarding saas value realization

Customer Success Personas and How to Leverage Them


At Amity, we define persona as a description of a type of customer, including associated job titles, work responsibilities, current goals, pain points, etc., based on research of existing customers. However, personas don’t need to be exclusive to those teams.

Moving from Reactive to Proactive Customer Success


Clayton shares how to move from reactive to proactive Customer Success, and the necessary strategies to advance! Customer Success Customers Onboarding saas value realization

Understanding Customer Success: Growth Driven by the Customer-Centered Economy


Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items. Now, drones can deliver items purchased on Amazon to your door. You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen. Elements that Drive Customer Success Growth.

How to Choose the Best Live Chat Software


In the customer service and support world, it’s no secret that live chat is changing the game. From driving sales to boosting customer experience and growing retention, live chat has arrived as a fundamentally new way to interact with and support customers.

How To Leverage Automation For Customer Success


Customer Success Managers are people and because of that, they are very good at doing people things. For instance, Customer Success Managers have the opportunity to bring value to their customers thanks to their domain expertise.

How to Compensate Your Customer Success Managers


This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. How do I compensate my CSMs? While the two former questions might forever be shrouded in mystery, we are able to provide some clarity on the latter.

Pillars of Customer Success


In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. Let’s take a look at some of the pillars to consider.

How to Write a Compelling Customer Success Job Posting


In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. What kind of goals (short- and long-term) do you want the candidate to achieve in this position?

Customer Success Webinar: 5 Top Mistakes In Building Your Customer Success Strategy


ClientSuccess will host Dave Blake , our Founder and CEO, for this month’s customer success webinar series: Top 5 Mistakes in Building Your Customer Success Strategy. Webinar: Top 5 Mistakes in Building Your Customer Success Strategy.

Customer Success Metrics


Tracking the proper metrics is essential in understanding how your business is performing. Having proper data, reports and a recurring cadence for analyzing these reports is necessary if you want to make data driven and meaningful decisions. Customer Health. Customers by Volume.

Recorded Customer Success Webinar: Churn Probability Score Framework – How to Recognize Risks and Predict Customer Success


ClientSuccess hosted Lukas Quanstrom, CEO & Co-Founder, Ontic and 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: Churn Probability Score: How to Recognize Risks and Predict Customer Success.

3 Interview Tips for Hiring Customer Success Managers

CSM Practice

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. CSM main goal is to improve client retention and upsell of services. How to Learn from Churn: [link].

How to know if you should appoint a customer success manager


Should you hire a customer success manager Loyalty.

Inside Customer Success: Jobber


Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. The main challenge has to be communication.

Customer Success Webinar: How to Design a Customer Education Strategy


ClientSuccess will host Bill Cushard, Customer Success Strategist of ServiceRocket and a 2018 Mindtouch Top Customer Success Strategist , for this month’s customer success webinar series: How to Design a Customer Education Strategy.

How to Align Customer Success & Customer Support


Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Let’s first start by defining each of these teams : What is Customer Support?

How to Focus Customer Success on Advocacy

CSM Practice

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program.

Make the Switch: Why Kayako Is The Customer Support Software For Your Small Business


At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. Effortlessly pull in customer data.

How to Go From Glorified Support to True Customer Success


Customer Success was the new business buzzword, except it wasn’t a passing fad. It was starting to gain real traction in companies like Salesforce and Workday. Every organization on the planet needs an effective system to respond to product issues as they arise.

ROI 52

How to Measure Net Promoter Score (NPS) With Salesforce


Since its inception, Salesforce has focused on giving organizations a holistic view of their customer data. But most modern CRMs, including Salesforce, lack one large piece: customer surveys. Your CRM is where your customer information lives. Have they talked to support?

Join us for Customer Success Summit 2018!


So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement. This annual industry conference that Totango produces is for ALL customer-facing professionals that want to deliver on their promise to customers.

How to scale your customer success teams

CSM Practice

When we approach addressing this question, we should ask ourselves is the CSM team mainly focused on high-touch or are you looking to also scale the efforts that are already working efficiently for our high-touch engagement model and proliferate that to the SMB client segment.

Inside Customer Success: Typeform


The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. Can you give us a brief overview of Customer Success at Typeform, and talk a little bit about your team?

Scaling Customer Success: Technology vs. Headcount


Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls upon a team of one. As the customer base grows, this team of one will need to figure out how to scale their role — and do so quickly.

Where Customer Support and Customer Success Goals Overlap


It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center.

How To Grow

The post How To Grow appeared first on Customer Success General Net Promoter Startup Journey

How To 107

What is the role of a Customer Success Manager ?


The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. Since customer success is an emerging field, many aspiring CSMs may think that a Customer Success Manager’s job would be simple.