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

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. The activities in this eBook can be great training materials to improve customer service or morale in your team. Act to improve the change further. Identifying Goals.

Strategy 230

Strategy Customer Experience How To Effort Score 230

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

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

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

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). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Customer Success 111

Customer Success Management NPS Sales 111

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

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

Feedbackly

OCTOBER 20, 2022

With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS. EVI® aims to measure and analyze customer emotions.

Feedback 75

Feedback Software Multi-Channel NPS 75

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

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

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. Are NPS scores taking a dip? eBook: 5 Ways To Surprise & Delight Your Customers.

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

Qualtrics

JULY 22, 2021

Learn why customer relationship measurement (CRM) isn’t enough - and why customer relationship health management is the new way to create impactful experiences. Customer relationships form the heart of any business, but how these relationships are managed is still a point of contention for many brands. Obsess about scores.

Measurement 26

Measurement Management Net Promoter Score Effort Score 26

Solvvy

JULY 8, 2022

You may have heard, “You can’t manage what you can’t measure.” Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work. And they can help managers “walk the floor” remotely to stay engaged with their teams.

Contact Center 69

Contact Center Metrics Study eBook 69

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. eBook: 5 Ways To Surprise & Delight Your Customers.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Measurement Call Center How To 74

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. Churn and Risk Management. Managing Customer Relationships. Customer Success Team Management. Changing the Wheels on a Moving Car: 4 Keys to Managing CSM Transitions.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

JANUARY 3, 2023

To measure this, many businesses use a Net Promoter Score (NPS), an index ranging from -100 to 100 that indicates customer loyalty and overall satisfaction with your offering. At the end of the day, a customer’s willingness to refer your company or product speaks volumes about their satisfaction.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. 4 NPS Challenges to Consider and How to Navigate Around Them. Here are 4 things customer success teams should keep in mind as it pertains to NPS: 1. Low Response Rate.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

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

Gainsight

SEPTEMBER 1, 2022

To be sure, Product Managers spend a lot of time deciding which features need to be added to their product. But with multiple products and new urgent bugs and features to manage daily, it can be hard to focus on an organization’s bigger vision. Which product features are most tied to your business metrics? Grow effectively.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

Gainsight

OCTOBER 13, 2022

Chief revenue officers should consider reinvesting in account management. Capote says, “it’s clear that NRR is the key metric for SaaS companies that want to succeed in a hyper-competitive modern economy. Salkin walks readers through data-driven approaches to parsing out the customer stakeholder dichotomy and boosting NPS scores.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Customer Satisfaction Metrics (NPS Scores, Surveys, Feedback, etc.) are Declining.

Net Promoter Score 58

Net Promoter Score Metrics NPS eBook 58

ChurnZero

NOVEMBER 9, 2021

We offer a number of integrated survey options , including NPS, CES, CSAT, and custom surveys. When members of your customer-facing teams have detailed product knowledge, they can understand and respond to customer needs faster and manage customer complaints effectively. Improve Customer Experience Through Customer Service.

Company 97

Company Customer Experience Survey Customer Retention 97

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. CRM software on the other hand focuses on managing communications with customers.

CEM 40

CEM Software Multi-Channel Effort Score 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. CRM software on the other hand focuses on managing communications with customers.

CEM 40

CEM Software Multi-Channel Effort Score 40

BirdEye

AUGUST 28, 2020

Make sure that the relevant team leaders are aware of the changes they need to make and the metrics you’re using to measure performance. It’s important that employees at all levels understand the importance of the metrics so that they’re motivated to hit the targets. Communicate with your team.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

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. Gathering Critical Data and Metrics for Better Decision Making.

Trends 74

Trends Customer Success Effort Score ROI 74

Daniel Group

JANUARY 30, 2020

” I share the responses of top CX Managers to the question of what are the primary benefits of their programs. ” In short, this blog outlines and explains the main reasons to listen to your customers which are to improve your: Products (“Metrics tell you what, but feedback can often tell you how and why.”).

Strategy 52

Strategy B2B eBook B2C 52

BirdEye

AUGUST 21, 2020

Some managers might be comfortable spending more time and resources on physical customer experience if they do not explicitly sell goods or services online. The first step to managing and improving your brand’s digital customer experience is looking at relevant metrics. Check out our eBook. User intent.

Customer Experience 90

Customer Experience Customer Journeys Net Promoter Score Chatbots 90

Daniel Group

JANUARY 30, 2020

” I share the responses of top CX Managers to the question of what are the primary benefits of their programs. ” In short, this blog outlines and explains the main reasons to listen to your customers which are to improve your: Products (“Metrics tell you what, but feedback can often tell you how and why.”).

B2B 52

B2B Conference eBook B2C 52

ClientSuccess

AUGUST 14, 2019

Make sure outside client metrics are clearly defined for all CSMs, if applicable. . Sometimes, CSM compensation plans involve account metrics that fall outside the typical revenue-generating numbers like renewal or expansion. Customer Success Resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Metrics 40

Metrics eBook Financial Customer Success 40

ChurnZero

DECEMBER 7, 2018

CES is a customer satisfaction metric that measures how easy it is for customers to get a resolution to their issues. But isn’t CES a customer support metric? more predictive of customer loyalty than CSAT and 2x more predictive than NPS. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Effort Score 53

Effort Score eBook Measurement NPS 53

BirdEye

DECEMBER 29, 2022

There are a variety of different social media metrics to choose from, and the ones best for your business will depend on your marketing goals. In this article, we’ll tell you about the 13 social media metrics you should track to effectively measure the success of your campaigns. Table of contents What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Effort Score 98

SurveySensum

OCTOBER 12, 2022

This all-in-one workspace collects, organizes, and manages the data online. Guides, email, FAQs, ebooks. SurveySensum is a customer feedback platform that helps you create surveys like NPS, CES, CSAT, Product, onboarding, CSI, and many more with ease. Guides, email, FAQs, ebooks. ProProfs Survey Maker. SurveySensum.

Survey 52

Survey Chatbots eBook Feedback 52