Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Customer Success Team Management. Customer Success Leadership. Churn and Risk Management. Managing Customer Relationships. Customer Success Team Management. Customer Success Leadership.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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). The post Compensation Plans for Customer Success Managers appeared first on ClientSuccess.

Customer Success 111

Customer Success Management NPS Sales 111

BlueOcean

FEBRUARY 17, 2022

BCPs comprise numerous plans, including emergency response, crisis management, business department recovery, technology and infrastructure, and a host of other elements. This is especially true with crisis management plans. Download Pandemic ebook. Stay Involved. In other words, this is not a “set it and forget it” situation.

Contact Center 156

Contact Center Customer Care eBook Course 156

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

BlueOcean

MAY 13, 2021

Some brands managed to catch up with demand and patch any holes in their supply chain, but others are challenged by the supply-demand equation to this day. If you’re going to RFP in the next six months, challenge your prospective partners to highlight demonstrated capability to provide leadership and insight in a changing environment.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Team Support

NOVEMBER 15, 2023

Companies need to know what their staffing needs are at any given time or season to effectively manage support demand. You may be able to train internally for these new leadership roles or bring in new talent. To learn more, check out our ebook: “ Back to the Basics of Customer Support: Making a Plan to Maximize Support Efficiency.”

Knowledge Base 105

Knowledge Base eBook Leadership System 105

Beyond Philosophy

JUNE 13, 2019

My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. Sometimes management doesn’t recognize it as an issue. If your leadership can create that environment, you can create that type of emotional bonding and gain commitment from your employees to deliver that same experience to customers.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Russel Lolacher

OCTOBER 16, 2022

In this episode of Relationships at Work, Russel chats with productivity expert and author Mike Vardy on our relationship with time management in the workplace and how we can look at it differently. Why “time management” is the wrong term. The trial and error of time management personalization. ” Mike Vardy.

Management 98

Management Leadership Communication Government 98

ClientSuccess

OCTOBER 5, 2020

Increasing ROI with better customer relationship management. Modern customer success is all about personalization and relationships, which is why customer relationship management is so important. Here are three ways CSMs can increase customer ROI with better, more focused customer relationship management strategies: 1.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

Alida

APRIL 22, 2016

Leadership is over-glorified,” says Derek Silvers, founder of MuckWork, a company that assists musicians with project management tasks. In this provocative video, Silvers redefines the concept of leadership—something that we tend to call “influence” in the market research or insight world.

Video 100

Video eBook Exercises Leadership 100

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. Books for Product Managers.

Resources 80

Resources Management Conference Groups 80

BlueOcean

DECEMBER 20, 2017

Not everyone is going to advance into a role of managing people – are you drawing your analysts, specialists, HR, and workforce resources from folks who started in production? Resolving this issue depends on having a leadership team that is highly aware of workplace diversity and committed to creating a great place to work.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

ClientSuccess

AUGUST 31, 2020

Your customer success department – as well as your organization’s executive leadership – understands that customer success managers need more visibility and insight into account activity in order to make the best decisions for customers, which is where your new customer success platform comes into the picture.

Customer Success 105

Customer Success How To eBook Leadership 105

Comm100

NOVEMBER 2, 2020

Post-sale, your chatbot can be a 24/7 customer success manager. Wait times skyrocketed as a result and it was becoming too much to manage with the number of agents they had at hand. In most organizations, a variety of leadership roles is set to benefit from incorporating chatbot solutions into the company’s operations.

Chatbots 180

Chatbots Examples Customer Service Banking 180

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. People worried about their jobs, management will be obsessed with cost cutting, eliminating the duplication of departments and switching out all those service van logos! Here’s the thing: Changing the name doesn’t change the service.

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

ClientSuccess

DECEMBER 12, 2022

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. The introduction of a Base + Bonus plan is an excellent way to incentivize Customer Success Managers and encourage better performance. Base + Bonus.

Customer Success 87

Customer Success Tips Management Sales 87

ChurnZero

APRIL 12, 2022

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. The ability to offer leadership to all customer-facing teams. Definition of a chief customer officer. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Beyond Philosophy

JANUARY 8, 2018

However, from where I am sitting, infighting, politics, lack of vision, risk aversion and an overall a lack of leadership makes this organization destined to sink into oblivion. Despite senior managers supporting improvements in Customer Experience, in theory, the reality is they don’t.

Trends 125

Trends eBook System Conference 125

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Create a Problem Statement That Defines What You’re Trying to Solve Effective change management should not include the phrase “Because I Said So”.

Management 52

Management Leadership Customer Centricity eBook 52

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. This is part 3 in a 5-part series. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

ClientSuccess

FEBRUARY 1, 2022

If you’re going through a merger or acquisition or want to ensure your team is prepared to manage M&A if and when the opportunity arises, here are six fail-proof steps to implement a seamless, pain-free process for your customers. Focus on the details such as the business value prop, the leadership structure, tech stack, and more.

Management 52

Management eBook Leadership CRM 52

ChurnZero

NOVEMBER 3, 2021

It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Share news that could be affecting their business or their goals, discuss possible impacts of new leadership, or any possible changes to their priorities.

Tools 98

Tools Customer Success Return on Investment Fashion 98

PeopleMetrics

APRIL 12, 2017

We'll also go over customer experience management solutions, including Voice of the Customer programs. In choosing your outcome measure, you want to choose one that, if managed effectively, will lead to achievement of your stated goals. It's easier to sell a metric to leadership if other high-performing institutions are using it.

Metrics 87

Metrics Customer Experience Banking eBook 87

ClientSuccess

MARCH 29, 2021

Your team can streamline this step by leveraging a customer success management platform to house all of your customer data in a single place. Early on, customer success leadership should outline these success metrics in detail and show the new CSM exactly how to track progress and check in against these goals. Clear Goals and KPIs.

eBook 77

eBook Leadership CRM Customer Success 77

ClientSuccess

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), Customer Effort Score has emerged as a way to monitor and measure loyal customers and to know exactly how well a customer success team manages customer expectations and delivers on customer requests.

Effort Score 79

Effort Score How To eBook Metrics 79

Help Scout

AUGUST 11, 2021

Bill’s experience is unique, at least in the tech world, in that he started his career in luxury resorts and hotel management. The thing that sets ClientSuccess apart from other customer service blogs is that it is mainly directed toward management and team leadership. Ebooks around topics like compensation and management.

Customer Service 82

Customer Service eBook Leadership Video 82

ClientSuccess

FEBRUARY 1, 2021

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. If the last year taught customer success managers anything, it was to be prepared for the unexpected. How ClientSuccess can help your customer success team.

Software 104

Software Customer Success Effort Score eBook 104

PeopleMetrics

JULY 27, 2016

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. And sales reps have to forecast all of those outcomes internally: first to a manager, who rolls it up to a supervisor, who rolls it up to another supervisor, who submits it to a VP, who shares it with leadership.

Customer Experience Management 48

Customer Experience Management Sales Customer Experience Management 48

BirdEye

OCTOBER 16, 2020

Get leadership involved. Consider using a referral management software instead. But luckily, we compiled this eBook with all of the information that you need. Download the eBook below. The post Sell more cars with these 5 customer experience strategies appeared first on Birdeye Customer Experience Management.

Strategy 98

Strategy Customer Experience eBook Tips 98

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success.

Customer Journeys 104

Customer Journeys eBook Customer Centricity NPS 104

ChurnZero

NOVEMBER 9, 2021

To be a competent and confident Customer Success Manager (CSM) you should know where your customers are in their journey at any given time, but especially during their onboarding process. For those who are behind or stuck, it’s important to make customer onboarding improvements to help identify and manage possible escalations.

Tips 98

Tips eBook Customer Retention Feedback 98

ClientSuccess

SEPTEMBER 8, 2020

This last factor – resource allocation – can make or break a customer success team’s large account management process. A long-term enterprise business partner, however, hinges on the success of the overarching account management process. You can learn more about large account management by subscribing to the ClientSuccess blog here.

Customer Journeys 52

Customer Journeys Management eBook Case Study 52

Beyond Philosophy

MARCH 14, 2024

Harvey wrote “ The Abilene Paradox: The Management of Agreement ” years ago. The good news is that there are many ways to manage it, the most essential of which is quality leadership and a sound communication process for voicing opinions. It can also result from toxic reasons, like bad leadership or poor communication.

Leadership 78

Leadership Conference Groups eBook 78

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. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics. Ultimate Guide to SaaS Customer Success Metrics.

Leadership 40

Leadership Customer Success eBook Culture 40

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

Kayako

JULY 21, 2016

Asking very specific questions allows a hiring manager to see specific habits that a candidate has built outside of their roles at companies that will set them up for success when thinking on their feet. honest, intuitive, respectful, empathetic, detailed) method, perhaps that’s a bit different from what you put emphasis on.

Customer Service 120

Customer Service Customers eBook Leadership 120