Optimove

FEBRUARY 22, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The challenge Due to its demanding, fashion-forward customers, Terminal X sought a smart and innovative Customer Relationship Management (CRM) platform to help it achieve its marketing goals.

Sales 69

Sales Multi-Channel Fashion eBook 69

ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. .

Customer relationships 59

Customer relationships eBook Resources Customer Centricity 59

SurveySparrow

AUGUST 31, 2021

You can also offer non-monetary virtual incentives like allowing them to download an eBook, research paper, or template. LinkedIn has implemented the concept of virtual reward customization in its survey invitation. It also boosts your sales as users may like your product during the trial and invest in it for the long term.

Survey 98

Survey Sales Social Media Multi-Channel 98

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Onboarding: From Implementation to Time to Value. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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. But until then, qualifying startups can use their sales enablement application at no cost.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Gainsight

OCTOBER 5, 2022

And we’d like to take that idea one step further—during an economic downturn it is vital that customer success teams continue to proactively build relationships. With new sales stagnant or declining, SaaS companies have to be laser-focused on customer retention, advocacy, and expansion to buck the downtrend and maintain growth.

Customer relationships 59

Customer relationships Roadmap Customer Success eBook 59

Integrity Solutions

JULY 31, 2024

Money and incentives matter, but they are only part of the sales retention story. In any business environment, retaining your best sales producers is a top priority. Today, amid market volatility, changing customer expectations and heightened competition, it’s more important than ever. The warning lights are flashing.

Sales 68

Sales Culture Competitive Advantage Training 68

Interactions

MARCH 11, 2022

Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers. This concept in itself, a customer relationship, is what strong brand loyalty is built upon. Customer service/customer support. Let’s explore the terms. .

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Give customers one-on-one attention. What retention strategies have helped you develop meaningful customer relationships?

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Prospects are interacting with your website, trial, onboarding materials, and inside sales team. You’ll want to send out an initial NPS survey early on in the customer relationship.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ClientSuccess

FEBRUARY 1, 2021

Customer success teams with little to no technological support are looking to invest in a solution for the first time, while other teams may be looking to transition from a sales-focused CRM to a more dedicated account management solution. Webinar: Delivering Customer Success at Scale.

Software 104

Software Customer Success Effort Score eBook 104

NICE inContact

AUGUST 9, 2018

For example, CSAT may highlight a critical product deficiency that requires a response from R&D, product management, customer service, and sales to ensure that: Customers are not sold something that is broken or impossible. It measures the strength of the customer relationship.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Team Support

NOVEMBER 30, 2023

Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Interested in learning more?

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Many Customer Experience (CX) teams lack the data integration of their Sales and Marketing counterparts. Integrated data is how Sales and Marketing gets done. This is part 3 in a 5-part series. CX Lags Behind. Less so for CX.

Data 98

Data Net Promoter Score NPS Effort Score 98

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

MARCH 8, 2021

Customer Success Managers (CSMs) field requests from every angle every single day. From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. Customer marketing is key. Above all, the customer testimonial stands above the rest.

Case Study 92

Case Study eBook Video Study 92

Team Support

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Yes, but not exactly.

B2B 105

B2B eBook Sales Customers 105

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

Team Support

FEBRUARY 18, 2022

then chances are that your sales team is chasing new business. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Yes, but not exactly.

B2B 98

B2B eBook Sales Customers 98

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 19, 2021

What is the customer journey? As a refresher, the customer journey is the complete picture of an entire customer account relationship. From a CSM’s perspective, the customer journey can be broken into four distinct stages: onboarding, adoption, growth, and renewal. eBook: Top CS Executives Predict Trends.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. So if you’re looking for answers on how best to manage customer renewals, then read on! Things To Consider… How complicated are your contracts?

Customer Success 71

Customer Success eBook Sales Resources 71

ClientSuccess

MARCH 2, 2021

The number one difference between the two roles is the goal at the foundation of each: CSMs are there to help customers achieve their goals and see value with a platform while AEs are often looking to drive new or renewed business. eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

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. Understand how each stage of the customer journey impacts the customer. eBook: How to Build and Scale a Customer Success Team.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

ChurnZero

JANUARY 10, 2022

One cross-functional relationship that absolutely cannot be ignored when it comes to SaaS customer onboarding is the relationship between Sales and Customer Success. CS teams should get as much as they can from the Sales team in order to be best prepared for this customer relationship.

Metrics 98

Metrics Customer Success eBook Training 98

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. It’s not an overstatement for one to claim that an eCommerce platform of poor quality can damage your sales and tank your business.

CRM 130

CRM Customer Service Ecommerce Chatbots 130

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

AUGUST 2, 2021

Ensure you promote that this is a foundational pillar of your customer success strategy, both with current and prospective customers. Who knows – transparency with customers could help your sales team close new deals! This means transparency with customers, of course, but also internally, from the top down.

eBook 68

eBook Customer relationships Customers Tips 68

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Customers 40

Michel Falcon Experience

JULY 9, 2015

For a sales-centric organizations, perhaps it’s revenue targets. But what is it for customer-centric organizations? The one goal your business is missing to achieve customer loyalty is a complaint resolution service-level agreement. Have you downloaded my free ebook yet?

Loyalty 60

Loyalty eBook Customer Retention Effort Score 60

ClientSuccess

DECEMBER 19, 2022

This playbook should include information on how to provide product demonstrations, provide resources to customers for self-help, and connect customers with experts in the company when necessary. Playbooks can save time and help CSMs provide customers with the best experience possible. Toolkit: Customer Onboarding Toolkit.

eBook 72

eBook Resources Customer Success Training 72

ChurnZero

DECEMBER 6, 2019

CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. . If the answer is “No,” it’s likely your customer won’t be excited either. . .

eBook 80

eBook Roadmap Customer Success Tips 80

ClientSuccess

JANUARY 10, 2020

One of the biggest reasons customer onboarding experiences go off the rails is because end users (the ones typically in onboarding sessions) and even some mid-level managers might not even know why they’re learning a new platform or what value they stand to gain. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry.

Financial 98

Financial Company Customer Service Tips 98

Kayako

JUNE 9, 2016

Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit. Create a persistent focus on the customer in the actions the company takes. Drive the organization to work together for optimum customer experience delivery.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit. Create a persistent focus on the customer in the actions the company takes. Drive the organization to work together for optimum customer experience delivery.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120