ClientSuccess

DECEMBER 22, 2017

As a customer success manager, you probably sit down every day to a calendar full of scheduled meetings and a bursting inbox. Without careful selection and timing of work, CSMs may underachieve and not drive results for the customer. Our SuccessCycles, To-dos and Tasks are only part of our customer success platform.

Innovation 41

Innovation Customer Success Management eBook 41

ClientSuccess

MARCH 27, 2017

When it comes to customer success, there are many ways for organizations to be successful. In past posts, we’ve explored different models of how to set up teams , what metrics to use when measuring retention and churn, how to align the department with other teams, and even how to onboard customers to a product.

Customer Success 46

Customer Success Net Promoter Score NPS Metrics 46

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.

Culture 41

Culture Customer Success Company Customer Journeys 41

ClientSuccess

JUNE 13, 2017

For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Those 3 phrases go hand-in-hand with ensuring that your organization is set up for long term success, and that your customers are happy with your products. Two Part Series.

Measurement 43

Measurement eBook Metrics Customer Retention 43

ClientSuccess

NOVEMBER 21, 2017

Multiple Ways a CSM Can Bring a Customer Back. There are multiple ways a customer success team can bring a customer back from the darkness, but there must be a carefully thought out plan and strategy in place. As any sales professional can attest to, this can often lead to long periods of silence on a customer’s end.

Engagement 50

Engagement Metrics eBook Customer Success 50

ClientSuccess

APRIL 25, 2017

3 Ways How to Build a Customer’s Perspective Journey Map. All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. This means that customer success teams may have to rework traditional customer journey maps with an added element of the customer perspective.

Customer Journeys 40

Customer Journeys Customer Centricity eBook Customer Success 40

ClientSuccess

FEBRUARY 27, 2018

Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. This is a strategy principle we call “Customer Success as a Culture.”. Customer Success as a Culture.

Customer Journeys 40

Customer Journeys Metrics Case Study eBook 40