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.

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Sales Customer Success ROI Strategy 40

ClientSuccess

FEBRUARY 8, 2023

Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution. NPS : the stalwart of customer success metrics, a net promoter score (NPS) measures how likely a customer is to recommend your product or service to friends, peers, or colleagues.

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Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

MARCH 2, 2021

In this way, one can look at the role of an AE as an extension of the sales or business development team while CSMs are fully entrenched in the services realm. CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. .

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Customer Success Management eBook Metrics 62

ClientSuccess

DECEMBER 12, 2022

Despite being left to their own devices, the tenacious and devoted team member used sheer dedication and hard work for the betterment of the account — periodically seeing assistance from sales counterparts every now and then. eBooks: • 5 Ways to Surprise & Delight Your Customers. Building Out Your Variable Compensation Model.

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Customer Success Tips Management Sales 87

ClientSuccess

DECEMBER 5, 2022

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. Pragmatic Marketing has some great tips on how to structure a successful CAB meeting. Happy CAB-ing!

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Tips Customer Success eBook Meeting 87

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). For most of the year, the CSMs counterpart on the sales side of our business was nowhere to be seen, only occasionally popping into the equation to see how things were going.

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Customer Success Management NPS Sales 111

ClientSuccess

AUGUST 14, 2019

Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . These days, CSMs are brought in during sales conversations to answer questions and map out customer journeys, but they’re also heavily involved during onboarding, implementation, ongoing support, and expansion conversations.

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Metrics eBook Financial Customer Success 40

ClientSuccess

OCTOBER 8, 2019

Your sales team will tell you: getting new customers can be difficult. 3: Net Promoter Score (NPS). Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. A high NPS means you have more promoters than detractors, and a low NPS means the opposite.

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Metrics Net Promoter Score NPS Effort Score 49

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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Trends Customer Success Effort Score ROI 74

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. Citrix explains their full approach in a useful blog, but here’s a quick breakdown: Sales & Support Interactions. Net Promoter Score (NPS). Social Media. Inquiry Survey.

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How To Net Promoter Score Groups eBook 75

ClientSuccess

MAY 8, 2019

Net Promoter Score (NPS)*. NPS simply asks how likely a customer would recommend your (company/product/solution]) to her/his friends and colleagues, and measures the likelihood on a scale between 0 (not at all likely) and 10 (extremely likely). Building a health score using spreadsheets or even your pre-sales CRM is difficult.

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Metrics Customer Success e-support Net Promoter Score 59

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. I recommend looking to Sales/Sales Op erations teams as the guide.

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Customer Success Chief Customer Officer ROI Sales 80

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. Buying Stage.

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Metrics How To Effort Score Customer Success 40

GetFeedback

MAY 2, 2019

The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Traditionally, businesses are used to seeing a direct correlation between their overall growth and how much they invest in their marketing and sales. Download your copy here.

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Strategy Net Promoter Score ROI Effort Score 261

ClientSuccess

JULY 9, 2019

The CEO and the COO recognized our efforts and gave me the opportunity to step into a new role to build out the post-sale strategy and a small team for that new product. To get more specific, we’ve actually created a shared strategy around NPS. each report on what they can do in order to achieve a better NPS score next time.

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Customer Success NPS Consulting Metrics 40

ClientSuccess

OCTOBER 12, 2022

Being able to track platform engagement and usage rates, NPS and other qualitative satisfaction metrics, customer marketing results, and other insights – in a single platform – can help CSMs and other stakeholders build a holistic picture of customer health. eBook: CSM from the Trenches: Implementing Customer Success. Start Here!

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Software Customer Success eBook Metrics 76

ClientSuccess

FEBRUARY 8, 2021

Over the past few years, customer success teams have migrated off sales-focused CRM and project management platforms to solutions that are custom built from the ground-up for customer success teams to better manage customer accounts. Your team uses multiple tools to get things done, from data collection to NPS tracking.

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Software Customer Success eBook NPS 98

ClientSuccess

SEPTEMBER 24, 2019

From sales to marketing to implementation to onboarding, everyone must understand what customer success looks like and be aligned on the desired outcomes. For example, with the sales team we might consider how customer success can help the company become more commercial in the way we pitch products. What’s working for them?

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Customer Success Culture Leadership NPS 40

ClientSuccess

SEPTEMBER 28, 2022

You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. Build more robust user stories to help with future sales and marketing efforts. eBook: Ultimate Guide to Customer Success Metrics.

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Customer Success Metrics eBook NPS 52

ClientSuccess

NOVEMBER 1, 2018

To truly drop churn numbers, organizations must have a targeted customer profile that expands from marketing to sales to customer success. Set up strategic checkpoints with your customers to discuss satisfaction, NPS results, and possible expansion opportunities. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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eBook Customer Success Customers Leadership 61

ClientSuccess

FEBRUARY 1, 2021

Customer success teams with little to no technological support are looking to invest in a solution for the first time, while other teams may be looking to transition from a sales-focused CRM to a more dedicated account management solution. eBook: The Ultimate Guide to SaaS Customer Success Metrics. And finally, transparency.

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Software Customer Success Effort Score eBook 104

ClientSuccess

JULY 1, 2019

Finance: Net Promoter Score (NPS) of contract and legal process. IT : X% investment of Sales budget dedicated to customer success tools and software. Getting your leadership team on board with this plan will create executive contacts throughout your organization that customers can meet with alongside the CSM on a regular basis. .

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Customer Success Company Net Promoter Score How To 49

ClientSuccess

JULY 27, 2021

For decades, companies were foundationally built around new customer sales and logos, leaving customer relationship building a secondary effort. A single source for customer health information : multiple factors impact your customer health ‘score,’ including NPS information, product usage data, in-person feedback, and more.

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Customer Success Effort Score eBook Trends 64

ClientSuccess

APRIL 4, 2017

He also helped the team hit 100% net revenue retention during this time and kept NPS scores consistently above 50. This means enabling new sales, influencing product releases, and more interdepartmental alignment. Are we excelling in our NPS measurement scores? Customer Success as a Culture: Sales Leaders Edition.

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Customer Success Metrics Culture NPS 40

ClientSuccess

DECEMBER 7, 2020

CSMs have been hard at work managing their customer accounts throughout the tumultuous months 2020 and, in many cases, keeping their organizations afloat until new sales can catch back up. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores.

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Software Customer Success eBook Metrics 65

Stella Connect

APRIL 17, 2018

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. To this list, we would add service “highlights” that naturally encourage sales. You also hope to keep agents engaged so they’ll want to stay put. Align customer service training with brand values and goals.

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Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. To this list, we would add service “highlights” that naturally encourage sales. You also hope to keep agents engaged so they’ll want to stay put. Align customer service training with brand values and goals.

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Customer Service Training Training Tips Customer Service 40

ClientSuccess

MAY 8, 2017

After the sales process, onboarding is the first impression a customer has with a brand’s internal team, its processes, and the general working relationship. NPS scores are determined by customer-facing surveys, so they can be serve as a way for organizations to receive feedback and measure customer health straight from the source.

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Customer Success Net Promoter Score Metrics NPS 42