ClientSuccess

FEBRUARY 1, 2021

By tracking customer projects in your new customer success platform, your team should be able to make these decisions effectively and efficiently. Can we use this platform to manage customers throughout their entire account relationship? Webinar: Delivering Customer Success at Scale.

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

DECEMBER 4, 2018

Understanding and recognizing where your team stands in regards to the larger company as a whole can help position customer success to the team and lay the groundwork for a customer-focused culture. Here is a great eBook and guide for building your customer success KPIs. Develop and Spread Your Message.

Customer Success 63

Customer Success eBook Culture Meeting 63

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Quadient

FEBRUARY 15, 2022

Our new ebook, The essential checklist for Customer Journey Mapping , was co-written with the author of How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change and founder of cutting-edge CX consultancy, Heart of the Customer , Jim Tincher.

Customer Journeys 59

Customer Journeys Fashion Touchpoint eBook 59

ClientSuccess

JULY 6, 2022

Getting creative with your customers, giving them new ways to engage with each other and with your organization, and delivering unique customer experiences is the mark of a truly modern, customer-focused organization. . Webinar: Whoever Keeps the Most Customers Wins. Toolkit: How To Build Customer Loyalty.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

ClientSuccess

JANUARY 11, 2023

By incorporating these principles into your customer success strategy, you can ensure that every member of your team is collaborating towards a common goal: delighting customers and achieving success. The Golden Rule as the Standard for Customer Success. But what does that have to do with customer success? In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. You can learn more about finding the right customer success solution for your organization here and check out these related resources: . Webinar: Designing the Playbooks to Power Your Customer Journey. Start Here!

Software 76

Software Customer Success eBook Metrics 76

ClientSuccess

NOVEMBER 2, 2020

Hosted by five-time Chief Customer Officer Jeanne Bliss, the Human Duct Tape podcast is the best of both worlds: engaging podcast and customer success strategy. The Customer Success Community online forum. Here are some additional resources from ClientSuccess : The Customer Success Webinar Series. Customer Success eBooks.

Resources 70

Resources Customer Success Chief Customer Officer eBook 70

ClientSuccess

SEPTEMBER 27, 2018

Instead of simply passing new customers off to a Customer Success Manager (CSM) to deal with after a sale is completed, organizations are realizing the benefits of having a strong customer-focused strategy in every department , from sales and marketing to finance and product.

Trends 74

Trends Customer Success Effort Score ROI 74

ClientSuccess

DECEMBER 7, 2020

Managing account project plans with a dedicated customer success platform shows your customers that your team is serious and dedicated to delivering a high level of service – and that your organization is worthy of a customer-focused reputation. Toolkit: Customer Success Metrics Toolkit. Want to learn more?

Software 65

Software Customer Success eBook Metrics 65

ChurnZero

MARCH 3, 2020

Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is planning on hosting twenty-four RYG Leadership Hour events in 2020.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ClientSuccess

FEBRUARY 8, 2023

The sales team is focused primarily on new logo sales and may get credit for any expansion within a period of time (first quarter, 6 months, year), but they transition out after that period of time and the customer success team takes over from there and only draws on the sales team as needed for complex expansion deals or renewals.

Customer Success 71

Customer Success eBook Sales Resources 71

ClientSuccess

NOVEMBER 22, 2022

If you don’t have your customer success, marketing, and sales teams combined in the same way, be sure to have a consistent cadence of meetings to keep alignment always top of mind as a core piece of your goals. So how can you ensure that your customer focus drives value for your brand?

Customer Success 69

Customer Success Strategy Marketing Social Media 69

ClientSuccess

MAY 1, 2019

If we’re diligent and customer-focused, we can strategically work with such customers to deliver on the must-haves while not being distracted by the nice-to-haves. Blog Posts: 6 Metrics that Help Calculate Your Customer’s Health & SuccessScore. The One Question that Will Transform Your Customer Success Strategy.

eBook 50

eBook Metrics Customer Success Customers 50

ChurnZero

JANUARY 15, 2021

The Zoom meeting bar is rising, so Customer Success leaders should be helping their teams prepare to look and sound their best from home, even if their “office” is a utility closet! Customer Success will shift from product- to customer-focused strategies.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

FEBRUARY 22, 2019

CSMs should have the ability to understand where customers are approaching problems from, how they are feeling about specific milestones, and what they are thinking about certain functionality. Talking about and focusing on feelings may sound sappy, but it’s a must in any customer-focused business. Grit (Tenacity).

Customer Success 58

Customer Success Management eBook Customers 58

ClientSuccess

SEPTEMBER 19, 2019

CSMS should have the ability to understand where customers are approaching problems from, how they are feeling about specific milestones, and what they are thinking about certain functionality. Talking about and focusing on feelings may sound sappy, but it’s a must in any customer-focused business. Grit (Tenacity).

eBook 54

eBook Customer Success Sales Management 54

Peter Lavers

JULY 6, 2016

I have too often listened to calls in which an agent blames another part of the business for the customer’s predicament. It’s insular and uncollaborative behaviour that does so much counter-cultural damage to becoming more customer focused as a business. This is a lose-lose situation! Public Sector.

Customer Centricity 40

Customer Centricity B2C B2B System 40

ClientSuccess

OCTOBER 22, 2019

It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. . The growth of customer advocacy has been a boon for customer success teams for a few reasons. Webinar: The Customer Success Advocacy Ladder.

Customer Success 40

Customer Success eBook Social Media Consumers 40

ClientSuccess

NOVEMBER 29, 2017

But what happens when an organization decides to try something else in order to get even more customers? Without the customer-focused strategy behind it, decisions like this can actually hurt an organization over time. New Customers – the Risk of Only a New Customer Focus.

B2C 40

B2C eBook Innovation Customers 40

ClientSuccess

OCTOBER 16, 2017

This means that every department is responsible for a piece, no matter how small, of the overall customer sentiment and satisfaction. Organizations as a whole must realize when a customer is upset and rally together, as an entire organization, to fix the issue and restore the customer to their former happy selves.

Culture 41

Culture Customer Success Company Customer Journeys 41

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. Your sales team will tell you: getting new customers can be difficult. And to get good data, you have to have good metrics in place. Ready for more?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ClientSuccess

SEPTEMBER 15, 2018

Customers also greatly appreciate this streamlined approach to what’s often called ‘Customer Marketing’ which occurs when customer success and marketing teams are aligned. Customer-Focused Campaigns. What do you think of including other teams in customer success planning?

Customer Success 40

Customer Success Strategy Marketing eBook 40

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Avaya

OCTOBER 25, 2017

Under the leadership of new CEO Michael Cameron, Suncorp, Australia’s fifth biggest lender is looking to evolve from traditional retail branches to one-stop shops for financial services. Key service roles are more customer focused, and alternative channels improve engagement. Suncorp’s New “Concept Stores”.

Banking 58

Banking Innovation Brands Self Service 58