ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

TechSee

FEBRUARY 21, 2022

Practically every business process can be impacted by artificial intelligence, especially repetitive, high-volume, or mainly rule-based processes. Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S.

Innovation 109

Innovation Company Self Service Insurance 109

ClientSuccess

NOVEMBER 18, 2020

Natural leadership abilities: Working with customers on a daily basis is all about being quick on your feet, figuring out problems, and knowing when to take control. Many things can be taught on the job, but leadership isn’t one of them. Check out these popular resources: Toolkit: Team Leadership Toolkit.

Leadership 59

Leadership eBook Customer Relationship Management Customer relationships 59

Comm100

OCTOBER 30, 2017

Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. In both cases, communication is the key differentiator. Too Many Tools.

Contact Center 142

Contact Center Tips Management Call Center 142

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

ClientSuccess

DECEMBER 21, 2021

Customer lifetime value: measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes: during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClientSuccess

SEPTEMBER 28, 2021

Lack of value: a wide swath of reasons for customer churn falls under ‘lack of value,’ which, at its core, means that a customer just isn’t seeing the promised outcomes from your solution. . Access to leadership: this reason for customer churn has become even more common in recent months as more teams are working virtually.

eBook 52

eBook Leadership Customers Customer Base 52

ClientSuccess

DECEMBER 7, 2021

The NPS survey is an industry-standard survey that allows CSMs to better understand if a customer would recommend your products, services, or company to their peers and/or colleagues. CSMs and companies of all kinds often use NPS surveys to see their recommendation rate across their customer base. The renewal survey.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. Your Leadership Matters Gallup research has found development to be a key driver of employee engagement, starting with the manager or team leader.

Contact Center 88

Contact Center Gamification Measurement Training 88

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 is Customer Lifetime Value.

How To 59

How To eBook Case Study Metrics 59

Gainsight

OCTOBER 17, 2022

At Gainsight, we believe that truly durable growth is built on strong customer relationships. Taking care of your customer base not only maintains revenue streams during lean times, it can actually drive expansion. That’s why customer success and product experience become core competencies during a downturn. .

Chief Customer Officer 59

Chief Customer Officer eBook Customer Centricity Customer Success 59

ClientSuccess

DECEMBER 5, 2022

This means adding enterprise customers will give you a complete perspective of the customer base. Make sure to keep up-to-date with the customer feedback and ensure that you’re working with customers from all types of organizations. finding and managing a core customer base. Happy CAB-ing!

Tips 87

Tips Customer Success eBook Social Media 87

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on.

Customer Success 52

Customer Success Company eBook Customer relationships 52

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. Make sure your CAB represents your customer base well. 6 Listening Techniques of Great Customer Success Leaders.

How To 75

How To Net Promoter Score Groups eBook 75

ChurnZero

MARCH 31, 2020

Takeaway #3: Lean into email and in-app notifications to communicate with customers when their phone becomes inaccessible. Elevate a communication by sending it from a member of your executive leadership team with a personal message or offer. Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ClientSuccess

JANUARY 30, 2023

Natural indicators that your model needs refinement include shallow customer relationships, overworked CSMs, lack of insights and knowing the true pulse of your customer base, and an increase in customer churn. Now that you understand the three factors, you can set thresholds or review points for each.

Customer Success 70

Customer Success eBook Customer relationships ROI 70

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

FEBRUARY 8, 2023

The CSM manages the day-to-day relationship and is primarily responsible for driving value for the customer and broad adoption of your product. If the right collaboration is fostered , the CSM should be the best expansion lead gen source for the AE, surfacing many opportunities from her assigned customer base.

Customer Success 71

Customer Success eBook Sales Resources 71

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Talkdesk

MARCH 17, 2017

It’s impossible to treat that millionth customer as well as the first, but that doesn’t justify letting support standards sag. Here are some things to think about when planning to support a growing customer base. Without customer support, there isn’t growth. Scalability is a huge part of keeping your customers satisfied.

eBook 40

eBook Leadership Customers Customer Base 40

ClientSuccess

NOVEMBER 16, 2017

In the case of this customer, they simply weren’t having it. If a customer steps up and respectfully shows you certain shortcomings, your entire customer base will benefit from it in the long run. This is a great way to share your unique perspective and thought-leadership. Thank them. Feedback is a gift.

Leadership 47

Leadership eBook Roadmap Customer Success 47

ChurnZero

MARCH 3, 2022

That’s what we set out to ask the Customer Success experts. Download this eBook to learn how to crust your SaaS Customer Onboarding. Churn monster playbook: your definitive guide to fighting customer churn If you are responsible for Customer Success in your subscription model company, you have monsters in your closet.

Resources 52

Resources Customer Success Handbook eBook 52

Gainsight

MARCH 29, 2019

When you can benchmark yourself against a broader base of comparable organizations using the same metrics calculated the same way, you can build a much more solid base for incremental improvement. Just one example: several companies present at the Retreat track the percentage of their customer base that are “referenceable.”

eBook 55

eBook Metrics Customer Success Innovation 55

ClientSuccess

JUNE 2, 2017

Dave Blake is Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. You can also download the eBook, The Ultimate Guide to Customer Success Metrics here.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

ClientSuccess

NOVEMBER 24, 2021

Communities can: Provide a way to showcase the great work your customers are doing. Facilitate learning and information sharing across your customer base. Communities can be incredibly powerful and, when leveraged correctly, can help transform your entire customer engagement strategy. Toolkit: Customer Journey Toolkit.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

ChurnZero

JANUARY 15, 2021

As Customer Success hadn’t yet shown to be indefensible at every company, You Mon had cautioned that the function would need to prove itself. Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. How-tos on building a convincing argument for Customer Success software.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

ClientSuccess

JANUARY 10, 2018

Retaining customers is a bottom-line must for successful companies—especially SaaS companies where a predictable customer base is a must. An organization’s customers are the greatest asset it can have, and the longer those customers continue to invest in products and services, the more valuable they become.

eBook 40

eBook Customer Success Resources Leadership 40

Gainsight

NOVEMBER 15, 2021

The new strategies created from your CS Ops leadership will need to be tested. The result of your combined efforts includes a more enthusiastic customer base, which drives NRR. Plus, you’ll be able to release more meaningful product features and produce better customer stories that reach new customers.

Metrics 52

Metrics Measurement Customer Success eBook 52

ChurnZero

NOVEMBER 30, 2018

This may seem a little bit adversarial from a leadership standpoint but, you want to be sure that you’re making the right call. Their day zero of a customer is now more like nine to six months into it (or whatever timeframe). Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Customer Success 49

Customer Success How To e-support eBook 49

ClientSuccess

AUGUST 8, 2017

Dave Blake is the Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. We believe customer success is not a department, but a company culture.

Sales 40

Sales Customer Success Customer Journeys eBook 40

ClientSuccess

OCTOBER 5, 2017

Dave Blake is the Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. — View another customer success webinar recording: The Customer Success Trust Framework.

Customer Success 41

Customer Success eBook Culture Sales 41

ClientSuccess

MAY 30, 2018

While both of those organizations first had a hybrid model of on-premise combined with SaaS, the leadership teams quickly found that VCs wouldn’t fund a hybrid model, so both made the shift to become 100% SaaS. Out of necessity, Mark was exposed to need for Customer Success due to the recurring revenue at stake. Mark asked.

Customer Success 40

Customer Success B2B Leadership Culture 40

ClientSuccess

NOVEMBER 1, 2017

Dave Blake is the Founder/CEO of ClientSuccess , a SaaS platform that helps customer success teams build relationships that last by giving them easy-to-use tools to proactively manage, retain, and grow their existing customer base. We believe customer success is not a department, but a company culture.

Metrics 40

Metrics Customer Success eBook Culture 40

ClientSuccess

APRIL 30, 2019

ARR is used to predict annual recurring revenue for the coming 12 months, assuming no changes to the customer base. The top customer success financial metrics. These metrics were provided by leaders who attended the CS100 Summit for Customer Success Leaders. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Financial 46

Financial Metrics Customer Success eBook 46