ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Customer Success 87

Customer Success Tips Management Sales 87

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader. Job training doesn’t have to come only from managers or human resources trainers.

Contact Center 88

Contact Center Gamification Measurement Training 88

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Team Management. Customer Success Leadership. Churn and Risk Management. Managing Customer Relationships. Customer Success Team Management. Customer Success Leadership.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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). The post Compensation Plans for Customer Success Managers appeared first on ClientSuccess.

Customer Success 111

Customer Success Management NPS Sales 111

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics. Ultimate Guide to SaaS Customer Success Metrics.

Leadership 40

Leadership Customer Success eBook Culture 40

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. Books for Product Managers.

Resources 80

Resources Management Conference Groups 80

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program? of their revenue due to bad experiences.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Gainsight

JULY 12, 2023

In traditional, high-touch CS, Digital CS, and everything in between, CS Ops is the key ingredient to supercharging Customer Success Manager (CSM) efficiency and ensuring a consistent customer experience. Apply this knowledge to shape the future of our customer success function, driving innovation and thought leadership.

eBook 52

eBook Leadership Omni-Channel Innovation 52

ChurnZero

APRIL 12, 2022

A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. The ability to offer leadership to all customer-facing teams. Definition of a chief customer officer. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

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.

Customer Success 62

Customer Success Management eBook Metrics 62

BlueOcean

MAY 13, 2021

Some brands managed to catch up with demand and patch any holes in their supply chain, but others are challenged by the supply-demand equation to this day. If you’re going to RFP in the next six months, challenge your prospective partners to highlight demonstrated capability to provide leadership and insight in a changing environment.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Talkdesk

APRIL 15, 2016

The Sales Leadership track at TOPO Summit 2016 explored the ways in which sales leaders design, build and manage their organizations. In this blog post, we will cover the tips and tricks from the “Selling from the Buyer’s Perspective” session that was featured in both the Leadership and Technology Tracks.

Sales 40

Sales Leadership eBook Call Center 40

ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

Customer Success 105

Customer Success How To eBook Leadership 105

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

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. It All Starts with Leadership Alignment. Forrester Report: The Business Case for Customer Success Management. Customer Success Team Management.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

Customer Bliss

FEBRUARY 10, 2015

Competency #1: Honor and Manage Customers as Assets. The role of the Chief Customer Officer is to bring leaders together to establish Customer Asset Metrics and customer growth behaviors they will stand behind as a united leadership team. Know the Growth or Loss of Customers and Care About the “Why?”.

Chief Customer Officer 100

Chief Customer Officer eBook Metrics Leadership 100

Centercode

AUGUST 27, 2019

Due in part to the speed of development, test automation, and artificial intelligence, a greater proportion of test management is now influenced or even controlled by developers. Rather, the skills we should cultivate (and really, it’s more about “relearning”) are those that humanize the roles of beta and test management.

Communication 49

Communication Management eBook Conference 49

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. This is part 3 in a 5-part series. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

Gainsight

SEPTEMBER 22, 2023

Thought Leadership Think of any well-established company. They’re perpetually linked to their industry due in some part to their commitment to thought leadership; they understand that the most successful companies are the ones that tap into industry conversation and spark discussions that move people to act.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

PeopleMetrics

JULY 27, 2016

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. And sales reps have to forecast all of those outcomes internally: first to a manager, who rolls it up to a supervisor, who rolls it up to another supervisor, who submits it to a VP, who shares it with leadership.

Customer Experience Management 48

Customer Experience Management Sales Customer Experience Management 48

ClientSuccess

JANUARY 5, 2022

Let the new CSM know about the change once you’ve determined this on a leadership level. Advise the new resource to go through your internal project management systems, review all documents and contracts, and even Google the customer to learn more about their business value prop and customers. . Step 2: Knowledge transfer.

Customer Journeys 68

Customer Journeys eBook Leadership System 68

ChurnZero

NOVEMBER 3, 2021

It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Share news that could be affecting their business or their goals, discuss possible impacts of new leadership, or any possible changes to their priorities.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ClientSuccess

JANUARY 19, 2021

Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey. eBook: Top CS Executives Predict Trends. What is the customer journey? Webinar: Creating an Onboarding Program.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

Gainsight

DECEMBER 15, 2023

But now Customer Success Managers (CSMs) are also being asked to become more sales- or revenue-driven, and in some cases, they’re even being asked to own a revenue number. Tip 1: Learn the Revenue Love Language CS orgs are now at the executive leadership table and in the boardroom. But don’t worry, this is a good thing.

Tips 52

Tips Leadership Sales Training 52

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Customer Success 47

Customer Success Management Metrics Guidelines 47

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. Related eBook: Creating A Strong Remote Work Policy For Your Contact Center. Customer Rage And Pandemic Rage. Listen to the employee. Let them tell their side of the story. Call Avoidance Policy Template.

Contact Center 77

Contact Center Policies eBook Interaction 77

ClientSuccess

MAY 10, 2022

However, there is an additional metric used by customer success teams (and, more recently, proactive executive leadership teams) to calculate the value of a customer beyond just what is outlined in the initial contract: Customer Lifetime Value (CLV). eBook: Ultimate Guide to Customer Success Metrics. What is Customer Lifetime Value.

How To 59

How To Metrics Case Study eBook 59

Alida

APRIL 22, 2016

Leadership is over-glorified,” says Derek Silvers, founder of MuckWork, a company that assists musicians with project management tasks. In this provocative video, Silvers redefines the concept of leadership—something that we tend to call “influence” in the market research or insight world.

Video 100

Video eBook Exercises Leadership 100

ClientSuccess

SEPTEMBER 28, 2021

Access to leadership: this reason for customer churn has become even more common in recent months as more teams are working virtually. If a customer does not feel like they are the most valued customer at your organization (and often this comes through direct access to leadership), they will often find a vendor who can provide this access.

Leadership 52

Leadership eBook Customers Customer Base 52

ChurnZero

NOVEMBER 9, 2021

To be a competent and confident Customer Success Manager (CSM) you should know where your customers are in their journey at any given time, but especially during their onboarding process. For those who are behind or stuck, it’s important to make customer onboarding improvements to help identify and manage possible escalations.

Tips 98

Tips eBook Customer Retention Feedback 98

ClientSuccess

MARCH 17, 2021

As customer success has become one of the most visible – and critical – departments within many organizations, CSMs are tasked with acting as a project manager not just for onboarding and implementation but for customer projects throughout a company. eBook: Customer Success as a Culture: Marketing Leaders Edition. Issue Escalation” .

Customer Success 52

Customer Success Case Study eBook Leadership 52

ClientSuccess

JUNE 15, 2021

When all departments understand the root of customer issues or complaints, working together towards a resolution is more manageable. All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions. Toolkit: Team Leadership Toolkit.

Customer Success 52

Customer Success Company eBook Customer relationships 52

TechSee

FEBRUARY 21, 2022

Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing. It can also help with inventory management by learning from past data – such as the sales fluctuations due to weather, local events, and competitor promotions – to predict inventory requirements and avoid shortages.

Innovation 109

Innovation Company Self Service Insurance 109

inmoment

DECEMBER 5, 2019

Our latest eBook, “How to Go Beyond CX Insights and Take Action: 6 Action Steps for Experience Transformation” guides you on everything from feedback to insights, insights to intelligence, intelligence to action, and action to transformation. . 1: Get the right reports. . #3. Proactively monitor the impact of campaigns on your CX.

eBook 52

eBook Fashion Social Media Metrics 52

ClientSuccess

FEBRUARY 22, 2023

Customer success managers work with customers to identify and help them achieve their goals. Similarly, when a customer success manager proactively assists a customer daily, they become the customer’s advocate for change. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

Quadient

FEBRUARY 15, 2022

Our new ebook, The essential checklist for Customer Journey Mapping , was co-written with the author of How Hard Is It to Be Your Customer? You need to be able to integrate data across systems like customer communications and relationship management platforms.

Customer Journeys 59

Customer Journeys Touchpoint Fashion eBook 59

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. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65