ChurnZero

NOVEMBER 3, 2021

Having this sort of information in your back pocket means you have it at your fingertips to quickly reference on customer calls, such as your Quarterly Business Reviews. . This is one of the clearest tactics for a CSM, because it enables you to distinctly cut through the noise of email and connect with a customer directly.

Tools 98

Tools Customer Success Return on Investment Fashion 98

ClientSuccess

JANUARY 19, 2021

This project plan is what will help your account management team identify when customers are actually ready (both from a timeline and sentiment perspective) to move from one stage of the customer journey to the next. eBook: Top CS Executives Predict Trends. Webinar: Creating an Onboarding Program.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

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

ClientSuccess

FEBRUARY 1, 2021

Many times, a platform that touts itself as ‘customer focused’ is only really effective for one specific part of the customer experience, such as onboarding or issue management. After all, your customers will ideally be around for a while, and any software you invest in should be able to manage all account stages.

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

AUGUST 17, 2022

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

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

ClientSuccess

OCTOBER 12, 2020

There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function. Your team wasn’t prepared for a customer changing direction mid-term. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

MARCH 8, 2021

Check out these other resources from ClientSuccess on building a strong customer testimonial program in your organization, including: Webinar: How To Measure The Strength of Your Customer Relationships. Webinar: The Game Changing Impact of Customer Advocacy. eBook: 5 Ways To Surprise & Delight Your Customers.

Case Study 92

Case Study eBook Video Study 92

ClientSuccess

JANUARY 24, 2023

Metrics That Indicate Customer Health It is essential to track multiple metrics to provide the needed information about how customers interact with your company.

Metrics 89

Metrics eBook NPS Customer Success 89

ClientSuccess

OCTOBER 5, 2021

If your customers start to go dark, back out of meetings unexpectedly, or miss key project milestones, then you may want to start looking into if something is wrong. Don’t forget that it’s okay to bring up the sentiment on calls with customers to talk through any red flags or dips you may be seeing in the data.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

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

APRIL 13, 2021

A critical goal for every CSM should be to establish yourself as a key executive asset for customers and here’s how. A deep understanding of your customer relationship: First, CSMs should have a deep and thorough understanding of their customer relationships. Toolkit: Team Leadership Toolkit.

eBook 52

eBook Customer relationships Leadership Course 52

ClientSuccess

FEBRUARY 14, 2023

Making an apology to customers after things go wrong is positively related to satisfaction with restoring the customer relationship. Do you have a process in place so your customer success team can work quickly and effectively to restore customer relationships – and maybe even improve the relationship in the process?

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ClientSuccess

JUNE 15, 2021

Here are three reasons a customer success platform is essential to long-term company success: Customer lifecycle planning: One of the critical parts of building long-term customer relationships is having a plan in place for how you want your customers to grow. Toolkit: Team Leadership Toolkit.

Customer Success 52

Customer Success Company eBook Customer relationships 52

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. Check out these additional resources from ClientSuccess: Webinar: Lessons Learned from Building 3 Customer Success Teams from Scratch.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

ClientSuccess

AUGUST 10, 2021

How to engage customers that have gone dark. Whether it’s been days, weeks, or even a month or more since you’ve heard from a customer, there will always be a way to re-engage and get your customer relationship back on track. Here are a few tips for getting your customers back on the right path: 1.

Tips 85

Tips Engagement eBook Meeting 85

ClientSuccess

APRIL 20, 2021

One quick search on the internet brings up thousands of articles about ‘what your customers really want’ and ‘one thing customers are looking for but will never tell you’. For CSMs, the amount of content out there touting the secret sauce for amazing customer relationships can be overwhelming and, quite simply, confusing. .

eBook 69

eBook Customer relationships Course Resources 69

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

AUGUST 2, 2021

From the beginning of a customer relationship, CSMs should look for every opportunity to develop this kind of partnership to always feel trusted and respected. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

eBook 68

eBook Customer relationships Customers Tips 68

ClientSuccess

NOVEMBER 2, 2022

But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts. Toolkit: Churn Management Toolkit.

Customer Retention 70

Customer Retention Tips Effort Score eBook 70

ClientSuccess

JANUARY 11, 2023

Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products. Learn more about building customer loyalty in this ebook. It’s no surprise that customer success and loyalty go hand-in-hand.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClientSuccess

SEPTEMBER 13, 2022

Customer onboarding speed also matters to CSMs because, as any CSM knows, implementation and configuration can often be the most complex part of any customer relationship. Getting a platform to where a customer is happy with and ready to use is no small feat. eBook: How to Nail Your Onboarding Process.

eBook 76

eBook Metrics NPS Training 76

ClientSuccess

MARCH 2, 2021

One of the most visible differences between the two roles is the amount of time spent dealing with customer interactions and engagement. CSMs are responsible for the entire lifecycle of a customer relationship and often act as an overarching project manager for onboarding, implementation, training, and ongoing value.

Customer Success 62

Customer Success Management eBook Metrics 62

ClientSuccess

MARCH 23, 2021

How is your team currently running video calls with customers? You can learn more about managing customer relationships in the work from home era with here: Webinar: Cultivating Customer Relationships Through Crisis. Webinar: The Handoff: Sales to Customer Success.

Video 65

Video eBook Meeting Customer relationships 65

ClientSuccess

APRIL 28, 2021

If you’re a CSM working for a SaaS-based vendor, there are a few stages where a customer would typically go silent. When a customer account is moving smoothly, with no big issues or concerns, this may seem like a good thing to the discerning CSM. Here are a few ways to proactively avoid being ghosted by customers: 1.

How To 64

How To eBook Metrics Customer relationships 64

ClientSuccess

FEBRUARY 22, 2023

Therefore, it’s essential to define these functions within your internal teams, with your customers, investors, advisors, and anyone else who interacts with your company to ensure that the roles are clear and the goals are measurable.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

SEPTEMBER 17, 2021

Today’s CSMs act as the one-stop go-between for a customer and the rest of a vendor organization. From product announcements to marketing requests, CSMs are typically the point of contact to relay this information to a customer. This same sense of leadership is also true for sales discussions. Want to learn more?

eBook 52

eBook Leadership Sales Customers 52

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Leaders Toolkit.

Customer Success 64

Customer Success Effort Score eBook Trends 64

ClientSuccess

FEBRUARY 8, 2023

Check out our resources below for more customer success best practices and insights for how your organization can build strong customer relationships: eBooks: 5 Ways to Surprise & Delight Your Customers 3 Steps to Putting Customers First Blog Posts: 4 Personalities of Great CSMs 6 Listening Techniques of Great Customer Success Leaders 3 Simple (..)

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClientSuccess

FEBRUARY 8, 2023

Ultimately, it’s crucial to have open conversations with internal teams to decide what ownership strategy works best for a particular business so that all stakeholders can benefit from improved customer relationships and achieve goals more quickly.

Customer Success 71

Customer Success eBook Sales Resources 71

ClientSuccess

OCTOBER 20, 2020

For customer success teams, working from home while managing customer relationships remotely identified gaps – and opportunities – in internal processes that a customer relationship management platform can help address. Check out some of these additional resources: Toolkit: Customer Success Trends.

Customer Success 59

Customer Success eBook Customer Relationship Management Customer relationships 59

ClientSuccess

JUNE 22, 2022

This overarching question made our team at ClientSuccess go back to the basics of customer success to determine what exactly goes into every customer relationship that ensures retention, satisfaction, and ongoing loyalty. Here is the tried and true recipe: trust + communication = customer loyalty.

Loyalty 52

Loyalty eBook Customer relationships Customer Retention 52

ClientSuccess

OCTOBER 19, 2021

While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn. If a customer approaches your team with the news that they are shopping competition, work with them to see if anything can be done to save the relationship. Ready for more?

eBook 59

eBook ROI Customer relationships Customer Voice 59

ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. Toolkit: Customer Journey Toolkit.

Feedback 65

Feedback eBook Customer Success Customers 65