ClientSuccess

SEPTEMBER 3, 2020

In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). Download Customer Success Compensation Models Image. Three Models.

Customer Success 111

Customer Success Management NPS Sales 111

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. eBook: ClientSuccess Ultimate Guide to Metrics.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Toolkit: Team Leadership Toolkit.

Customer Success 75

Customer Success eBook Leadership Measurement 75

ClientSuccess

FEBRUARY 8, 2021

As a successful, scaling customer success department, your team needs the right tools and resources to be successful. As part of transitioning to this new era of customer success management, account teams are now being tasked with finding their own vendors and running their own solution selection process.

Software 98

Software Customer Success eBook NPS 98

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. With every new customer issue or new solution on the market, the overarching message and focus of customer success becomes that much more convoluted.

Customer Success 88

Customer Success eBook Customer Relationship Management Metrics 88

ClientSuccess

DECEMBER 21, 2020

While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. While 2020 may have been difficult, the lessons learned from this past year will influence customer success strategy and planning for years to come.

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Customer Success eBook Touchpoint Course 93

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success eBook Innovation Metrics 81

ClientSuccess

MARCH 8, 2023

A little bit of gratitude can go a long way in building a loyal customer base. In conclusion, writing an effective customer success follow-up email is about personalization, clarity, value, and gratitude. Let them know you appreciate their feedback and are committed to providing the best possible experience.

Customer Success 79

Customer Success Tips eBook Roadmap 79

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. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Read on to learn more. In fact, a lot.

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Customer Success eBook Loyalty Conference 80

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time. Five customer success leading indicators.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

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Customer Success First Call Resolution eBook Customer Satisfaction 70

ClientSuccess

FEBRUARY 15, 2022

While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process. Customer Success Deep Dive.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

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

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. ” These tactics will help build rapport and trust between customer service reps and their customers.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

ClientSuccess

MARCH 22, 2022

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. Once a customer submits their survey, ask if they have any additional feedback. Toolkit: Customer Success Maturity Toolkit.

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NPS Survey Tips Customer Success 79

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. eBook: Top CS Executives Predict Trends. eBook: Top CS Executives Predict Trends.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

DECEMBER 4, 2018

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. Customer success is a rapidly growing industry and trends come and go quickly. Here is a great eBook and guide for building your customer success KPIs. The Four Fold Mission of Customer Success.

Customer Success 63

Customer Success eBook Culture Meeting 63

ClientSuccess

OCTOBER 12, 2022

As customer success departments have expanded in scope and role in recent years, customer success software has emerged as a critical investment for SaaS organizations looking to grow their bottom line, better support their customers, and set employees up for success. Look at the bottom line . Start Here!

Software 76

Software Customer Success eBook Metrics 76

ClientSuccess

DECEMBER 12, 2022

In today’s competitive customer success landscape, it is essential that CSMs are adequately and appropriately compensated for their work. When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible.

Customer Success 87

Customer Success Tips Management Sales 87

ClientSuccess

NOVEMBER 9, 2022

While some customer success departments may not have dedicated operations resources like sales and marketing departments have, more and more teams are realizing the importance of operations and investing in the solutions and resources needed for long-term success. The right solutions allow CSMs to do more with less. .

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Customer Success eBook Resources Metrics 68

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Let’s get started.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

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. Webinar: How We Became a Customer-Obsessed Company. Webinar: Top 6 Trends in Customer Success.

Customer Retention 81

Customer Retention Customer Success Case Study Marketing 81

ClientSuccess

SEPTEMBER 22, 2021

While having great, well-planned, and well-executed customer check-ins is crucial for any successful customer success strategy, it’s only the first part. An additional step is needed to help the customer lifecycle move smoothly from one checkpoint to the next: the follow-up email.

Customer Success 64

Customer Success eBook Meeting Leadership 64

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 Case Study 70

ChurnZero

DECEMBER 13, 2019

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation. As a new Customer Success leader in your organization, you must figure out how you’ll measure success, keep your team happy and engaged, and secure stakeholder buy-in to champion your strategy in the new year.

Customer Success 72

Customer Success Strategy eBook Chief Customer Officer 72

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 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

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. In Conclusion.

Customer Success 74

Customer Success Culture eBook Social Media 74

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. The rest of the company includes your CEO, which, in Carine’s opinion, shouldn’t be as hard as many customer success teams expect.

Leadership 40

Leadership Customer Success eBook Culture 40

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. Here are three critical features your team needs in your ideal customer success platform: 1.

Customer Success 68

Customer Success eBook Metrics NPS 68

ClientSuccess

JUNE 15, 2022

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. Continuing education for CSMs.

Customer Success 52

Customer Success eBook Leadership Innovation 52

ClientSuccess

JANUARY 30, 2023

Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization.

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Customer Success eBook Customer relationships ROI 70

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.

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Conference Customer Success Chief Customer Officer Return on Investment 72

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. eBook: Customer Success as a Culture: Marketing Leaders Edition.

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Customer Success eBook Metrics Measurement 64