Gainsight

DECEMBER 15, 2023

Why CS Needs to Learn How to Speak CFO For years, we’ve been talking about your CS team being trusted advisors to your customers and doing the important work of helping them be more successful. That’s still firmly in the sales team’s purview. Welcome to the brave new world of being more accountable for revenue.

Tips 52

Tips Leadership Sales Training 52

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Leadership. How To Do a Quick Customer Success Platform Launch. How to Master Presentations in Customer Success ( Listen to the podcast episode ). Customer Success Leadership.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

APRIL 28, 2021

While the sales handoff, implementation, and onboarding stages of a customer relationship are all very hands on and require a significant amount of communication, the ongoing maintenance, management, and growth stages can be a little trickier. . How to avoid getting ghosted by customers. When do customers ‘go dark’.

How To 64

How To eBook Metrics Customer relationships 64

Kayako

AUGUST 22, 2019

Sales can also play a major role in the success of such a page by taking it a step further down the funnel by answering queries prospects may have via live chat. An example of how we did this can be seen in our ‘Ticketing Software’ page. Be sure to regularly post content relevant to your audience across all social channels.

Customer Experience 141

Customer Experience How To Comparison Effort Score 141

ClientSuccess

JULY 1, 2021

Skill #4: Sales (or sales-adjacent) Experience . While customer success management in no way involves sales (this is more account management), it is a good idea for CSMs to have some comfort with having sales-focused conversations. eBook: The Definitive Guide to CSM Comp Plans. Skill #5: Empathy .

How To 52

How To eBook Sales Communication 52

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. Integrated data is how Sales and Marketing gets done. Learning How To Share Customer Data. This is part 3 in a 5-part series.

Data 98

Data Net Promoter Score NPS Effort Score 98

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Now whereas I do advise people today on how to find more happiness in their lives (See my new website on intuitive coaching at Finding-Your-Happy.com ), I want to address here the many current and possibly future failures in business.

Innovation 194

Innovation Leadership How To Marketing 194

SurveySparrow

OCTOBER 19, 2021

How to Write a Self-Evaluation: One Year Ahead. #1. Behavior: How did you respond? Example: I took the initiative to schedule the meetings and also coordinated with the media and sales ops teams for our campaign promotion. . Impact: How did your response contribute to the result? You got this. Take your time.

How To 52

How To Course eBook Examples 52

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? What is a Customer Advisory Board (CAB)? Social Media. Inquiry Survey.

How To 75

How To Net Promoter Score Groups eBook 75

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. It’s about embedding new skills inside the organization for how they will and will not grow.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Gainsight

OCTOBER 17, 2022

Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . To help SaaS leaders navigate the current environment, we’ve put together this ebook on The Path to Durable Growth. This must-read content includes: How SaaS “growth at all costs” costs us all. via GIPHY.

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

ClientSuccess

MARCH 8, 2023

You can learn more about optimizing your customer communication strategy with these additional resources from ClientSuccess : Webinar: How to Have More Strategic Customer Conversations eBook: Customer Success as a Culture: Marketing Leaders Edition Toolkit: Sales, Marketing & Customer Success Alignment Toolkit The post Tips for Writing Effective (..)

Customer Success 79

Customer Success Tips eBook Roadmap 79

ClientSuccess

SEPTEMBER 17, 2021

This same sense of leadership is also true for sales discussions. You have a significant understanding of your customers’ challenges and know exactly how to map your proposed solution(s) to their pain points. . eBook: Customer Success as a Culture: Sales Leaders Edition. Want to learn more?

eBook 52

eBook Leadership Sales Customers 52

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Strategy 40

ClientSuccess

FEBRUARY 15, 2022

Customer Success + Sales . One of the most critical internal relationships customer success teams have with sales is sales, so it makes sense to put this collaboration and cross-functional focus on display during the interview process. eBook: How to Become a Great Customer Success Manager. Presentation and Q&A.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

ClientSuccess

NOVEMBER 11, 2021

In Part 1 of the customer marketing series, we discussed how CSMs can advocate for their customers through customer success stories and reference programs. Through this kind of advocacy work, CSMs can help customers share their stories, thank them for their partnership, and leverage success as a sales tool.

Marketing 52

Marketing Case Study eBook Leadership 52

ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. eBook: 3 Steps To Putting Your Customer First This Year.

eBook 75

eBook Sales Customer Success Customers 75

TechSee

FEBRUARY 21, 2022

Cambridge Dictionary defines it as “the study of how to produce machines that have some of the qualities that the human mind has, such as the ability to understand language, recognize pictures, solve problems, and learn.”. Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing.

Innovation 109

Innovation Company Self Service Insurance 109

ClientSuccess

SEPTEMBER 22, 2021

This will typically happen if you need a resource to help achieve an action item discussed in the meeting or if you want to maintain transparency with your leadership or executive team. eBook: Customer Success as a Culture: Marketing Leaders Edition. Toolkit: Sales, Marketing & Customer Success Alignment Toolkit.

Customer Success 64

Customer Success eBook Meeting Leadership 64

ClientSuccess

DECEMBER 7, 2021

The post-sale survey. The post-sales survey collects customer feedback and input to ensure that salespeople – and the processes they use – set proper expectations during the sales process. Sales typically sets the customer journey stage with first impressions, so you want to make sure things are off to a good start.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

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. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

Sales 40

Sales Customer Success Customer Journeys eBook 40

ClientSuccess

AUGUST 17, 2022

This goes for your product, sales, marketing, executive team members, and customer success department. eBook: 3 Steps To Putting Your Customer First This Year. Toolkit: How To Build Customer Loyalty. This is a company-wide goal that extends far beyond the customer success department. Ready to go above and beyond?

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

ClientSuccess

NOVEMBER 2, 2022

During renewal or upsell conversations, the everyday sales jargon and terminology can get old quickly, especially if it is a repeat of a customer’s original sales pitch when they first signed on with your organization. eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: Churn Management Toolkit.

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . The sales onboarding process is a key factor in establishing long-term customer loyalty and building a strong customer relationship.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . The sales onboarding process is a key factor in establishing long-term customer loyalty and building a strong customer relationship.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

JULY 6, 2022

It combines customer success, marketing, and sales and definitively thanks your customers while giving them new reasons to connect with your team. How to build one in your organization. eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: How To Build Customer Loyalty. Get Started in 5 Steps.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

ClientSuccess

MARCH 27, 2018

I recently watched a video of Rob Jeppsen , CEO of Xvoyant , explaining how to take a different approach when building out your pre and post sales funnel stages. Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. Pre Sales. Sale Occurs.

Customer Journeys 40

Customer Journeys Customer Experience How To ROI 40

Second to None

MAY 8, 2018

Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales. Your emails in this stage can include free trial offers, as well as free content like webinars, videos, or ebooks, all of which should serve to demonstrate the usefulness of your services.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

ClientSuccess

FEBRUARY 15, 2021

Share new content and resources with your customer contacts, including eBooks, webinars, and product notes, to help boost their product value. Check out these additional resources on delivering customer-first service: Toolkit: Sales, Marketing, and Customer Success Alignment. eBook: How to Become an Elite Customer Success Leader.

Customer relationships 59

Customer relationships eBook Resources Customer Centricity 59

ClientSuccess

AUGUST 24, 2021

It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. An awkward transition from the sales process to implementation and onboarding can set the tone for the entire customer relationship – good or bad.

eBook 52

eBook Sales Meeting Resources 52

ClientSuccess

OCTOBER 19, 2021

As a voice for your customers in your organization, it falls to you to understand why this churn occurred, if there was anything you or the team could have done to prevent this churn from happening, and document how to catch these kinds of risks in the future. Webinar: How to Make Breakthroughs in Customer Success. Ready for more?

eBook 59

eBook ROI Customer relationships Customer Voice 59

ClientSuccess

OCTOBER 5, 2021

Successful onboarding: Although a customer relationship technically begins during the sales stage, there is no understating just how important onboarding is to the long-term success of a customer. eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: Customer Onboarding Toolkit.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . I am excited to have Lisa as part of my senior leadership team.” 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ClientSuccess

AUGUST 2, 2021

Who knows – transparency with customers could help your sales team close new deals! You can learn more about establishing value-based customer relationships with these additional resources from ClientSuccess : Webinar: How To Measure The Strength of Your Customer Relationships. Toolkit: How To Build Customer Loyalty.

eBook 68

eBook Customer relationships Customers Tips 68

ClientSuccess

OCTOBER 10, 2017

Customers in the Evaluation Stage work mostly with marketing and sales to figure out if a company really is the best fit for what they are looking for. and how sales team members are handling these requests. The Buying Stage is the last stage of the customer lifecycle that focuses heavily on marketing and sales.

Metrics 40

Metrics How To Effort Score Customer Success 40

ClientSuccess

AUGUST 3, 2020

You can learn more about ClientSuccess here or through these other resources: Webinar: How to Speed Up Onboarding, Reduce Churn, & Drive Sales/Success Alignment. eBook: How to Build and Scale a Customer Success Team. Toolkit: Customer Success Leaders Toolkit.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ClientSuccess

DECEMBER 5, 2022

Pragmatic Marketing has some great tips on how to structure a successful CAB meeting. Sales and support interactions, social media, customer surveys and NPS scores are all excellent methods for gathering feedback from your customers on a regular basis. eBook: 5 Ways to Surprise & Delight Your Customers. Happy CAB-ing!

Tips 87

Tips Customer Success eBook Meeting 87