ClientSuccess

AUGUST 31, 2020

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . First of all, congratulations!

Customer Success 105

Customer Success How To eBook Leadership 105

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

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

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.

Customer Success 80

Customer Success eBook Loyalty Conference 80

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

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

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. How to play offense as a customer success leader.

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Customer Success Chief Customer Officer Conference Customers 98

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. 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.

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Customer Success Chief Customer Officer Leadership Healthcare 98

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

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

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

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.

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Metrics Customer Success Net Promoter Score Effort Score 100

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

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)

Resources 52

Resources Customer Success Handbook eBook 52

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

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

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.

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Customer Success eBook Meeting Leadership 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

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

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.

NPS 79

NPS Survey Tips Customer Success 79

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.

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Customer Success Culture eBook Social Media 74

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

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

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account management workflows.

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

MARCH 17, 2021

Today’s CSMs and customer success leaders are masters in juggling multiple plates at once. Not all parts of being a CSM are nice and rosy, and sometimes issues must be escalated both with customers and with your internal leadership team. eBook: Customer Success as a Culture: Marketing Leaders Edition.

Customer Success 52

Customer Success Case Study eBook Leadership 52

ClientSuccess

SEPTEMBER 28, 2022

With ClientSuccess, customer success teams can keep track of all the different data points available and easily organize this information to build a holistic view of customer satisfaction. eBook: Ultimate Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics.

Customer Success 52

Customer Success eBook Metrics NPS 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. 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

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 Metrics eBook Measurement 64

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. With so much focus on customer success departments, investing in specific technology platforms is a necessity.

Customer Success 52

Customer Success Company eBook Customer relationships 52

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

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 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

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

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.

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Customer Success Management NPS Sales 111

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. Toolkit: Customer Success Leaders Toolkit.

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Customer Success Effort Score eBook Trends 64

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. Here are some considerations to take into account when looking for a new customer success platform: 1. So, how are you supposed to choose??

Software 52

Software Customer Success Case Study eBook 52

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.

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Customer Success eBook Metrics NPS 68