ClientSuccess

JULY 20, 2022

As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable.

Feedback 89

Feedback How To eBook Tips 89

InMoment XI

OCTOBER 3, 2024

When you personalize your customer experience, customers are more likely to make the initial purchase and more likely to return for future purchases, which will increase customer retention. Seek Customer Feedback In order to improve customer retention, you will need to solicit and respond to customer feedback.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ClientSuccess

MARCH 22, 2022

Try saying “let us know your feedback” or “what do you think?” Give users a chance to provide more feedback if they want. While NPS surveys are one question and, for this reason, attractive to customer success teams and customers alike, sometimes users may have more feedback that could be of use.

NPS 79

NPS Survey Tips Customer Success 79

ClientSuccess

MARCH 8, 2023

Thank the customer for their business and for bringing their issue to your attention. Let them know you appreciate their feedback and are committed to providing the best possible experience. A little bit of gratitude can go a long way in building a loyal customer base.

Customer Success 79

Customer Success Tips eBook Roadmap 79

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. The post The Power of Empathy: How it Impacts Customer Success appeared first on ClientSuccess.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

Solvvy

JULY 8, 2022

Take customer satisfaction. Even customers can struggle with quantifying how happy they are with your services. But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

ClientSuccess

AUGUST 10, 2022

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers.

Customer Success 78

Customer Success eBook NPS Metrics 78

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Who better than the people currently using your product to give feedback on new features? Product Enhancements.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

Customer Success 74

Customer Success Culture eBook Social Media 74

Feedbackly

OCTOBER 20, 2022

Ultimately, the goal is to keep your customers happy and loyal to your brand. Both platforms allow users to create and distribute customized online surveys and analyze the data for better decision-making. Feedbackly specializes in experience for high-volume retail and service and offers physical terminals to gather feedback in-store.

Feedback 75

Feedback Software Multi-Channel NPS 75

ClientSuccess

DECEMBER 1, 2021

If a customer doesn’t trust a CSM, some specific details around how they’re feeling with the product, how the team uses the features, and more could be lost in the silence. Understanding what customer trust entails has been one of the great mysteries of customer success – until now. Toolkit: How To Build Customer Loyalty.

Customer Success 70

Customer Success eBook Customers Loyalty 70

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success.

Resources 70

Resources Customer Success Chief Customer Officer eBook 70

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. Why customer feedback is important.

Feedback 65

Feedback eBook Customer Success Customers 65

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Leading Indicator 1: Customer Engagement. Survey feedback, including from post-sales and post-onboarding surveys.

Customer Success 64

Customer Success eBook Metrics Measurement 64

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

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. Getting your CEO involved in customer success.

Customer Success 64

Customer Success Effort Score eBook Trends 64

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

AskNicely

SEPTEMBER 17, 2017

In fact, there’s no escaping the occasional feedback from the world’s Negative Nancys. Respond – Remember, it’s not your customer’s fault (even if it kind is). What does the feedback tell you? Get the Happier, More Valuable Customers With NPS® eBook. Haters gonna hate. Don’t believe me? Don’t be defensive.

Net Promoter Score 150

Net Promoter Score NPS eBook Feedback 150

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. Here is a quick primer on customer success software and why it’s so critical for CSM teams: 1.

Software 65

Software Customer Success eBook Metrics 65

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

ChurnZero

MARCH 1, 2024

Is your company’s customer success team stuck operating in a reactive mode? Do customer success managers (CSMs) cobble together outreach and response plans at key touchpoints in the customer journey? We’ve partnered with HubSpot to bring you seven of our top customer success playbooks.

Customer Success 52

Customer Success Net Promoter Score Multi-Channel eBook 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

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. NPS is routed to: SFDC Service Cloud : Tickets are created for the customer service team who review each piece of feedback and respond to supportable questions.

Data 98

Data Net Promoter Score NPS Effort Score 98

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

Customer Success 52

Customer Success Customer Journeys Handbook Touchpoint 52

ClientSuccess

SEPTEMBER 28, 2022

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. eBook: Ultimate Guide to Customer Success Metrics.

Customer Success 52

Customer Success eBook Metrics NPS 52

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Find customer champions.

Tips 87

Tips Customer Success eBook Social Media 87

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Compensation Plans.

Customer Success 49

Customer Success Customer Journeys Strategy eBook 49

Centercode

NOVEMBER 13, 2020

Not only that, but Centercode feeds all of the juicy technographic data from each feedback submission straight into your issue ticketing systems during testing. They’ll work with you and your stakeholders to build a best-fit test plan, then recruit testers, collect feedback, and package the results based on the plan and your key goals.

eBook 98

eBook Entertainment Software Consumers 98

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The customer success survey.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

ChurnZero

NOVEMBER 9, 2021

When you personalize and you’re able to adapt the experience to the particular customer, their overall journey — from onboarding forward — becomes smoother and more streamlined. They start to put their trust in you , and the relationship between your customers and your Customer Success team gets stronger. .

Company 97

Company Customer Experience Survey eBook 97

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. Customer experience programs are far more than surveys. Surveys will always play a part in customer experience. Surveys allow researchers to benchmark performance, capture post-purchase feedback, and develop a data cache with periodic surveys.

Survey 98

Survey Return on Investment eBook System 98

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the customer’s). But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

ClientSuccess

AUGUST 17, 2022

Simply put, you cannot have customer loyalty without customer retention and improve customer retention without loyal customer relationships. Here are some tips and tricks to get started: Ask for customer feedback. . This is a company-wide goal that extends far beyond the customer success department.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. Other Departments .

Customer Success 52

Customer Success Company eBook Customer Satisfaction 52