ClientSuccess

JUNE 15, 2022

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. Continuing education for CSMs.

Customer Success 52

Customer Success eBook Leadership Innovation 52

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

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Customer Success eBook Loyalty Conference 80

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Leading Indicator 1: Customer Engagement. eBook: Customer Success as a Culture: Marketing Leaders Edition.

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Customer Success Metrics eBook Measurement 64

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. 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.

Customer Success 87

Customer Success Tips Management Sales 87

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. Here are some considerations to take into account when looking for a new customer success platform: 1. So, how are you supposed to choose??

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Software Customer Success Case Study eBook 52

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. How to play offense as a customer success leader.

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Customer Success Chief Customer Officer Conference Customers 98

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 40

Customer Success Culture Leadership NPS 40

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

ClientSuccess

SEPTEMBER 22, 2021

While having great, well-planned, and well-executed customer check-ins is crucial for any successful customer success strategy, it’s only the first part. An additional step is needed to help the customer lifecycle move smoothly from one checkpoint to the next: the follow-up email.

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Customer Success eBook Meeting Leadership 64

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). Download Customer Success Compensation Models Image. Three Models.

Customer Success 111

Customer Success Management NPS Sales 111

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Webinar: How We Became a Customer-Obsessed Company. Webinar: Top 6 Trends in Customer Success.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. Invest in Customer Success.

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Customer Success Strategy Marketing Social Media 69

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?

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Customer Success B2B eBook Customers 65

ClientSuccess

MARCH 17, 2021

Today’s CSMs and customer success leaders are masters in juggling multiple plates at once. This template should include an approved introduction for customers and a clear outline for CSMs to fill in details around the issue at hand. eBook: Customer Success as a Culture: Marketing Leaders Edition.

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Customer Success Case Study eBook Leadership 52

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern.

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Culture Customer Success Company Customer Journeys 41

ClientSuccess

DECEMBER 4, 2018

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. Customer success is a rapidly growing industry and trends come and go quickly. Here is a great eBook and guide for building your customer success KPIs. The Four Fold Mission of Customer Success.

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Customer Success eBook Culture Meeting 63

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.

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Customer Success Management eBook Metrics 62

ClientSuccess

JULY 11, 2017

The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Customer retention should not only be at the top of any executives priority list, it should be a priority for the entire company, and every employee and every team should own a stake in customer success.

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Culture Customer Success Strategy eBook 40

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. Let’s get started.

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Metrics Customer Success Measurement Net Promoter Score 61

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Build A Culture Not a Solution. Build a culture, not a solution”.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score?

Metrics 89

Metrics eBook NPS Customer Success 89

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

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. Is There Still Cultural Alignment? Cultures evolve, that much is clear. Just as important – has their culture evolved with the times?

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Customer Care Contact Center Effort Score Net Promoter Score 156

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. Request the recorded webinar here: The Customer Success Maturity Maturity Model.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. How do you put Customer Success at the core of your business?

eBook 52

eBook Roadmap Metrics Healthcare 52

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Compensation Plans.

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Customer Success Strategy Customer Journeys eBook 49

ClientSuccess

JULY 14, 2017

Ed Powers, VP Customer Success, simPRO Software Group teaches how to build trust and increase renewals during every stage of the customer lifecycle. This webinar involved live participant involvement on customer success best practices & strategy and took place on Tuesday, July 25th at 11am MT. Webinar Details.

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Customer Success eBook Culture Software 41

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best.

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Customer Success ROI Effort Score Metrics 59

ClientSuccess

OCTOBER 26, 2020

As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. To ensure existing customer revenue, establish Quarterly Business Reviews (QBRs) with your customer success teams. To ensure customer success QBRs are painless (and actually beneficial!),

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Customer Success Sales Metrics eBook 74

ClientSuccess

MAY 8, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 56

Customer Success Management Self Service eBook 56

ClientSuccess

JULY 21, 2017

Customer Success Innovator of the Year Award. We’re excited to announce the Customer Success Innovator of the Year Award. The Customer Success Innovator of the Year is a peer-to-peer recognized award based on innovations that drive results in customer success. “As About the Award.

Innovation 40

Innovation Customer Success eBook Culture 40

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

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Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

MAY 7, 2019

We are excited to announce the call for speakers for the upcoming 2019 CS100 Summit for Customer Success Leaders. The CS100 Summit is known for the best customer success leadership content in the industry. “I walked away from CS100 even more committed to improving our customer experience company wide. .

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Customer Success eBook Metrics Conference 45