ClientSuccess

AUGUST 31, 2020

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . First of all, congratulations!

Customer Success 105

Customer Success How To eBook Leadership 105

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. Did they achieve these outcomes?

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ChurnZero

JULY 31, 2024

And I completely understand that when you’re just starting to build a digital customer success strategy and program, email is often the simplest, fastest low-hanging fruit. But digital customer success is more than just sending automated emails. By using channels outside of email, of course!

Customer Success 105

Customer Success Engagement Video Chatbots 105

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Creating a company charter for your Customer Success initiatives is a good place to start. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Onboarding.

Customer Retention 106

Customer Retention Software Customer Success CRM 106

Amity

JUNE 15, 2017

As your company grows and more customers are added to your care, you will either need to hire more people, or be smarter with your time. To scale your Customer Success team, you will need to segment your customers and apply the appropriate engagement model. The result of this work is immediate. 1: Value Segmentation.

Customer Base 73

Customer Base Customer Journeys Customer Success Groups 73

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

Amity

MARCH 28, 2018

Customer Success Managers have so much to offer, and there’s no limit to what they can do. The more domain expertise they gain, the more they create and deliver value to their customers and become long-term strategic partners. So what, exactly, is automation good for in Customer Success, and why do we need it?

Customer Success 95

Customer Success How To Customers Resources 95

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . If you missed the webinar, you can watch it on-demand. Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ClientSuccess

MARCH 8, 2023

A little bit of gratitude can go a long way in building a loyal customer base. In conclusion, writing an effective customer success follow-up email is about personalization, clarity, value, and gratitude.

Customer Success 79

Customer Success Tips eBook Roadmap 79

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. In a sense, that’s what business is all about.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Amity

MAY 24, 2018

For much larger customers or a more complex product, operationalizing this may come in the form of a kickoff call with a very detailed plan on what that customer’s onboarding will look like , with goals and timelines. One-to-many training webinars - Offer these on a regular basis. Step 3: Document your processes.

Customer Success 89

Customer Success Resources Customers Survey 89

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Customer Success 98

Customer Success Effort Score Self Service Tools 98

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. Today, it’s about lighting the path to growth.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

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. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

ChurnZero

MAY 20, 2022

In our webinar, The CSM journey: How to carve your Customer Success career path , Peter Armaly, vice president of Customer Success at ESG , explores specialized career paths in CS, the skills expected of CS professionals, and why you should be more serious than ever about taking charge of your own career.

Customer Success 98

Customer Success How To Banking Leadership 98

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Leadership Customers Sales 98

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. Build Phase.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Customer Success 75

Customer Success Metrics Customer Journeys Customers 75

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 63

Customer Success Case Study Social Media Conference 63

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Learn the one question backed by research and data that will help your customers stay and grow.

Customer Success 40

Customer Success Strategy Customer Centricity Leadership 40

Amity

OCTOBER 3, 2017

I wrote an article a few weeks ago about how to approach a Tech-Touch or One-to-Many customer success program. It seems like most companies are pretty reliant on email, but customers are getting tired of full inboxes (I don’t blame them!) Here are some alternatives to email for your One-to-Many customer success program.

Customer Success 61

Customer Success Case Study Social Media Conference 61

ClientSuccess

OCTOBER 5, 2017

This live webinar is over and is now available as a recorded version. Webinar Details. Join Dave Blake, Founder and CEO of ClientSuccess and a panel of customer success leaders as they discuss how to succeed at customer success. We believe customer success is not a department, but a company culture.

Customer Success 41

Customer Success eBook Culture Sales 41

ClientSuccess

NOVEMBER 1, 2017

The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. 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. User engagement patterns.

Metrics 40

Metrics Customer Success eBook Culture 40

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Bonus Takeways*.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ClientSuccess

AUGUST 8, 2017

This live webinar is over and is now available as a recorded version. Webinar Details. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

Sales 40

Sales Customer Success Customer Journeys eBook 40

Totango

JUNE 30, 2020

And make sure you deeply understand your customer base, what they want and what they need, at this time. . Communication during a crisis begins with reinforcing the lines of communication and ends with a unique conversation about each customer’s path through their challenges.

Communication 127

Communication Strategy Metrics Customer Retention 127

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success.

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

Totango

APRIL 24, 2020

This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. Those who can go back to square one and have a clear view of their customer base, can pivot and execute quickly to win. . Any and all engagement playbooks need to be re-tuned.

System 62

System Customer Success Customer Journeys Communication 62

ChurnZero

JULY 26, 2019

Moving away from Customer Support and into Customer Success often brings up a number of different questions. How is Customer Support different than Customer Success? How do your Customer Success Manager’s prioritize their day? How to prep for internal and customer meetings quickly.

Customer Success 61

Customer Success Management Meeting Course 61

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset.

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 52

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Q: What were the major lessons learned from re-segmenting your customer base?

Chief Customer Officer 98

Chief Customer Officer Analysis Customer Base Exercises 98

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Customer loyalty is about the emotional relationship a customer has with a brand.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

ChurnZero

SEPTEMBER 6, 2024

Outcomes-based customer success is a strategy focused on ensuring that customers achieve their desired outcomes with your product. Done right, it aligns your customers’ success with your own, creating a faster track to customer value and loyalty. But first, an appetizer. But first, an appetizer.

Customer Success 52

Customer Success Customers Conference Sales 52

Gainsight

JULY 12, 2022

Customer success is the solution for those seeking to break through the constraints caused by the downward pressure of the economy. The discussion with Angie DeLaRosa was full of great ideas and insights that worked for NAVEX and can easily be put into practice in your customer success program and tech stack.

Customer Success 59

Customer Success Self Service Data Touchpoint 59