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. What about product usage rates? Toolkit: Churn Management Toolkit.

Customer Retention 70

Customer Retention Tips Effort Score Customer Satisfaction 70

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Successfully cultivating top talent is a customer experience fundamental because it’s so closely tied to the overall success of your organization—in any economic climate. Your goals should guide your KPIs.

Contact Center 88

Contact Center Gamification Measurement Training 88

Gainsight

DECEMBER 28, 2022

To help you prepare for the mindset shift and future financial uncertainties, Gainsight published a new ebook, The Essential Guide to Budgeting for Customer Success and Durable Growth. Here are our top three secrets from the ebook. Position Customer Success (CS) as an Efficient Growth Engine . Durable Growth.

Customer Success 52

Customer Success Self Service eBook Customer Retention 52

ClientSuccess

NOVEMBER 9, 2022

While some customer success departments may not have dedicated operations resources like sales and marketing departments have, more and more teams are realizing the importance of operations and investing in the solutions and resources needed for long-term success. Data is the driving force of any successful operations strategy. .

Customer Success 68

Customer Success eBook Resources Metrics 68

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. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

NobelBiz

FEBRUARY 6, 2024

Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. We were able to train people easily, and deploy it to their computers in their home offices to keep productivity going!”

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

Customer Success 52

Customer Success How To Self Service Course 52

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. There’s no way to get there without dialing in digital tactics, and Customer Success Operations , or CS Ops, has emerged as one of the hottest career tracks in the field. No pressure!)

eBook 52

eBook Leadership Omni-Channel Innovation 52

ClientSuccess

JUNE 29, 2022

As a CSM, you know first-hand that working with customers involves more than answering their questions, guiding them through onboarding and product implementations, and ensuring their ongoing satisfaction with your organization. eBook: How to Become a Great Customer Success Manager.

eBook 59

eBook Meeting Tips Customers 59

ChurnZero

JANUARY 10, 2022

How exactly do you get customers to embrace your product instead of simply moving them through the motions and hoping something sticks? Read our guide here for the 8 SaaS onboarding best practices to step up your onboarding experience. Customer onboarding doesn’t only have to stay within Customer Success.

Metrics 98

Metrics Customer Success Training eBook 98

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. So, which renewal ownership model is best for your organization?

Customer Success 71

Customer Success Sales eBook Resources 71

ClientSuccess

MAY 24, 2022

As a customer success professional, you’ve likely heard many times about the Net Promotor Score (NPS). 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.

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

Kustomer

JUNE 7, 2023

We’ll also discuss the difference between CS and CX, what tools every financial firm should have in their CX playbook and other details to consider when building a successful CX strategy. However, having a go-to user guide for how to meet modern customer expectations , increases sales and customer retention.

Financial 98

Financial CRM Banking Effort Score 98

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. Hiring, training, upskilling, and retaining agents are activities critical to your success. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

ClientSuccess

APRIL 19, 2022

As any customer success professional knows, metrics and data keep customer relationships running smoothly. Depending on your organization, product, and team, you can pull as many or as few data points into this score. Product Usage Score, to understand how much time users spend inside your product. .

Customer Satisfaction 52

Customer Satisfaction Effort Score eBook NPS 52

ChurnZero

DECEMBER 6, 2019

The CSM’s Guide to Holiday Gift Giving. Customer Success Managers have a lot on their plate. . Plus, happy customers often recommend products and companies to their clients, partners, and friends. . Customer Success Resource. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

eBook 80

eBook Roadmap Customer Success Tips 80

Joe Rawlinson

AUGUST 12, 2022

That’s what this guide is all about. You can leverage social media contests to: Spread the word about your giveaway, product, and brand. Follow foolproof content writing tips to nail your messaging and make your contests a huge success. If the photo tags are from your shop, users will land on the product details on Facebook.

Social Media 78

Social Media Marketing Tips Fashion 78

Gainsight

APRIL 5, 2022

Multi-product companies are bursting with growth potential. But product leaders and managers know how challenging it can be to keep that growth moving in the right direction. However, there are tried-and-true ways for product leaders to use analytics to drive multi-product growth. Users are forgotten.

Company 52

Company Multi-Channel Roadmap Analytics 52

Gainsight

OCTOBER 13, 2022

To help you do that, we created the SaaS Durable Growth Kit for Customer Success , a collection of insights and proven strategies from Gainsight executives that shifts the conversation from “what now” to “what’s possible.” . Chief revenue officers should consider reinvesting in account management. CS, it’s time to own NRR.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them.

Customer Success 96

Customer Success Groups eBook Customers 96

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). What about your onboarding, training, and customer success resources?

How To 59

How To Metrics Case Study eBook 59

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Customer Success Podcasts.

Customer Success 98

Customer Success Course Competitive Advantage Resources 98

ClientSuccess

JULY 1, 2021

Customer success departments have been through the wringer in the last year or so. This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. Skill #3: Relationship Management . Skill #2: Communication.

How To 52

How To eBook Sales Communication 52

Andrew Mcfarland

SEPTEMBER 21, 2022

Successful business development professional has skills that set them apart from the competition. These skills include relationship-building, analysis of trends, prospect identification, and project management. One of the essential skills for successful business development is establishing solid relationships. Analyzing trends.

How To 48

How To Trends Case Study eBook 48

Gainsight

DECEMBER 15, 2023

So what does that mean to Customer Success (CS) orgs? 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. Welcome to the brave new world of being more accountable for revenue.

Tips 52

Tips Leadership Sales Training 52

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Historically, companies have competed on product features and pricing. Anyone can update their product and lower their price, too.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

Gainsight

APRIL 7, 2022

The second you launch a new feature or a customer signs up for your product, the clock starts ticking. The faster you can get users to embrace your product, the sooner it will start paying off. That’s what makes product adoption so critical. Here’s how to measure product adoption using product analytics.

Analytics 52

Analytics Measurement How To Handbook 52

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B eBook Customers 65

Centercode

MARCH 4, 2021

Every year, Consumer Reports tests thousands of products — from cars, to laptops, to WIFI-enabled speakers and appliances — and grades them on a scale of 0 to 100. A trusted source of unbiased product testing , their mission is to make it easier for consumers to make well-informed buying decisions. How do customers see the product?

Report 81

Report Consumers How To eBook 81

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? Communication: Communication is key. The takeaway?

Report 59

Report Customer Success eBook Communication 59

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.

Resources 80

Resources Management Conference Groups 80

Inbenta

NOVEMBER 9, 2021

Chatbots do not need to pose a risk to human agents, as their role is not to replace workers, but rather boost their productivity by allowing employees to focus on more complex tasks that require their knowledge and talent while reducing support costs and increasing customer retention rates. . In short, chatbots will not replace human agents.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

ChurnZero

APRIL 8, 2020

This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? They are the lifeblood of your brand. So how best do you go about developing customer advocacy in your organization?

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar is called “The Customer Success Maturity Model” You can request the recorded version here.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

Comm100

DECEMBER 8, 2020

It takes careful management of a lot of moving parts. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Now let’s have a look at the area that is nowadays the main differentiator between a failing and successful business – customer satisfaction.

Chatbots 134

Chatbots Customer Satisfaction Customer Service Representative Social Media 134

Comm100

NOVEMBER 2, 2020

Post-sale, your chatbot can be a 24/7 customer success manager. That’s why many of them will ask for a chatbot’s help in finding a product they need, figuring out the right size, or even getting styling advice. In 2015, Australia-based mobile carrier Tangerine added a B2C offering to its B2B products.

Chatbots 146

Chatbots Examples Customer Service Banking 146

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.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61