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

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

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

Customer Bliss

FEBRUARY 10, 2015

Competency #1: Honor and Manage Customers as Assets. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. Know the Growth or Loss of Customers and Care About the “Why?”.

Chief Customer Officer 100

Chief Customer Officer eBook Metrics Leadership 100

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

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Operating costs of acquiring and managing the account: how much does your sales process ‘cost’? eBook: Ultimate Guide to Customer Success Metrics.

How To 59

How To Metrics Case Study eBook 59

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. They may look at the metric every quarter, but few act on it.

Data 98

Data Net Promoter Score NPS Effort Score 98

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. Variable Split.

Customer Success 111

Customer Success Management NPS Sales 111

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

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

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. This metric measures the time it takes for a new customer to complete the onboarding process. eBook: How to Nail Your Onboarding Process.

eBook 76

eBook Metrics NPS Training 76

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. Rely on metrics to gauge success. .

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

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

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

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. Rely on metrics to gauge success. .

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics Customer Success eBook Culture 41

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Metrics 40

Metrics Customer Success eBook Culture 40

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

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. The success of customer success is typically measured by metrics such as customer retention rate, upsell/cross-sell revenue, and customer satisfaction scores.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

NOVEMBER 9, 2022

Customer success operations roles will often look at how CSMs manage their workloads, how data is being gathered and analyzed, and how customer success is working with other departments – such as product or sales – to ensure a seamless crossover experience for both internal teams and customers. Toolkit: Customer Success Metrics Toolkit.

Customer Success 68

Customer Success eBook Resources Metrics 68

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. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Customer Rage And Pandemic Rage. Listen to the employee.

Contact Center 77

Contact Center Policies eBook Interaction 77

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. With ClientSuccess , your team can leverage best-in-class CRM and project management capabilities and industry-leading customer success-specific functionality and insights.

Software 52

Software Customer Success Case Study eBook 52

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

ClientSuccess

NOVEMBER 2, 2022

Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. eBook: 5 Ways To Surprise & Delight Your Customers. Are NPS scores taking a dip?

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. The Customer Satisfaction Score is a metric that addresses both strategic data uses. . Department leaders and executives can also use this metric to understand how one or multiple customer accounts are doing.

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

ClientSuccess

OCTOBER 25, 2022

As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved. Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals.

How To 74

How To eBook Tips Resources 74

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Sentiment: One of the oldest customer success metrics in the books, capturing customer sentiment early and often in your customer relationships can ensure your team is always on top of sentiment changes and issues.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. and satisfaction (Were there any immediate issues or complaints?).

Metrics 40

Metrics How To Effort Score Customer Success 40

ClientSuccess

MAY 24, 2022

This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented. Sure, every customer success team worth its salt is measuring this metric, but do they really know if it’s any good or not?

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

eBook 40

eBook Fashion Social Media Metrics 40

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. Customer success is top-of-mind for every SaaS executive and board member, which means that the numbers, metrics, and KPIs that measure success are more important than ever before.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. 2017 Best Customer Success Management Solution. eBooks: Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 40

Customer Success Management eBook Innovation 40

ClientSuccess

MARCH 8, 2022

CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs. eBook: 3 Steps To Putting Your Customer First This Year. Ready to get started?

eBook 75

eBook Sales Customer Success Customers 75

Qualtrics

JULY 1, 2021

With consumers’ buying choices more diverse than ever, brands need to evolve past traditional marketing tactics to create an effective brand experience (BX) management strategy. As part of Qualtrics’ State of Brand Experience Management discussion , we spoke with Debra Bunyan, the Market Research Program Lead at Asana.

Brands 26

Brands Marketing Management Effort Score 26

ClientSuccess

NOVEMBER 15, 2017

For large enterprise or companies with a global reach, understanding the customer experience can take on a new life of its own—one that hinges fully on visible data and metrics across the entire customer journey. What Is Customer Lifecycle Management? How To Get Started With Customer Lifecycle Management.

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40