ChurnZero

APRIL 12, 2022

They often provide unifying leadership to different areas of your business that are involved in customer contact. For example, your sales and marketing teams may create amazing customer experiences at their own touchpoints, ranging from brand awareness to conversion. The ability to offer leadership to all customer-facing teams.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

PeopleMetrics

JULY 27, 2016

Sales offers a good example of the power of perspectives. For companies with complex sales processes and big-ticket contracts, every interaction between a sales rep and a prospect can add up to—or negatively impact—the final outcome. The Trifecta Method: A Step Forward in Sales Forecasting Methods.

Customer Experience Management 48

Customer Experience Management Sales Customer Experience Management 48

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. But training can pay dividends before a sale, leading to many more of them. Thought Leadership Think of any well-established company.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

ClientSuccess

JUNE 15, 2022

Just as there are always new ideas around succeeding in sales or marketing, it’s crucial to stay up to date on some of the innovative ways to connect and engage with SaaS customers. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Sales, Marketing & Customer Success Alignment Toolkit.

Customer Success 52

Customer Success eBook Leadership Innovation 52

Gainsight

DECEMBER 15, 2023

But now Customer Success Managers (CSMs) are also being asked to become more sales- or revenue-driven, and in some cases, they’re even being asked to own a revenue number. That’s still firmly in the sales team’s purview. Tip 1: Learn the Revenue Love Language CS orgs are now at the executive leadership table and in the boardroom.

Tips 52

Tips Leadership Sales Call Recording 52

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet. Click to Tweet.

Sales 40

Sales eBook Conference Case Study 40

ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Today’s SaaS-focused customer success management teams have seen the success of their colleagues in other departments like sales and marketing and are ready to make the shift to high-impact, cloud-based customer success software.

Customer Success 105

Customer Success How To eBook Leadership 105

Gainsight

JULY 12, 2023

Collaborate cross-functionally with Sales, Product, Marketing, and other teams to align customer success objectives with overall company goals. Apply this knowledge to shape the future of our customer success function, driving innovation and thought leadership. Proficiency in utilizing customer success analytics and reporting tools.

eBook 52

eBook Leadership Omni-Channel Innovation 52

ClientSuccess

APRIL 2, 2019

Establishing Your Sales to Customer Success Handoff Score. Essentially, the same grades a marketing team gives new prospects should line up perfectly with the opportunity scores from a sales team and the customer risk scores of a customer success team. How to Start Building Your Sales to Customer Success Handoff Score.

Sales 45

Sales Customer Success Customer Journeys Metrics 45

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

OCTOBER 26, 2020

With something so important it can come as no surprise that, in turn, every single department throughout an organization – from finance to administration to, yes, sales – should take a customer-centric approach to business. Is your leadership wholly on board with a customer-centric company? Ready to learn more on this topic?

Customer Centricity 71

Customer Centricity Company Leadership eBook 71

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Were any marketing initiatives discussed during the sales process? eBook: Ultimate Guide to Customer Success Metrics. What is Customer Lifetime Value.

How To 59

How To Case Study eBook Metrics 59

ClientSuccess

JANUARY 19, 2021

From the minute the account is handed off to a CSM from sales to their ongoing renewals or eventual termination, the customer journey encompasses every step of the processes and workflows along the way. eBook: Top CS Executives Predict Trends. What is the customer journey? Webinar: Creating an Onboarding Program.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

JULY 5, 2017

5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks. The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Customers 40

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0:

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

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

Help Scout

AUGUST 11, 2021

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. Aggregated “toolkits” of paired blog posts, webinars, and ebooks. One-company leadership. Customer listening path.

Customer Service 82

Customer Service eBook Leadership Tips 82

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. During this planning stage, CSMs can identify areas where other team representatives (sales, product, etc.) Toolkit: Team Leadership Toolkit.

Customer Success 52

Customer Success Company eBook Customer relationships 52

Gainsight

OCTOBER 17, 2022

Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . To help SaaS leaders navigate the current environment, we’ve put together this ebook on The Path to Durable Growth. Get the latest thought leadership and best practices now. Durable growth changes the game.

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

Comm100

NOVEMBER 2, 2020

Instead of letting prospects bounce off a landing page before asking that one important question on their mind, your AI customer service bot can step in and provide instant answers, book an appointment with your sales team, or help customers make a payment right there and then. Post-sale, your chatbot can be a 24/7 customer success manager.

Chatbots 150

Chatbots Examples Customer Service Banking 150

ClientSuccess

SEPTEMBER 17, 2021

This same sense of leadership is also true for sales discussions. eBook: Customer Success as a Culture: Sales Leaders Edition. Toolkit: Sales, Marketing & Customer Success Alignment Toolkit. Today’s CSMs act as the one-stop go-between for a customer and the rest of a vendor organization.

eBook 52

eBook Leadership Sales Customers 52

ClientSuccess

MARCH 8, 2023

You can learn more about optimizing your customer communication strategy with these additional resources from ClientSuccess : Webinar: How to Have More Strategic Customer Conversations eBook: Customer Success as a Culture: Marketing Leaders Edition Toolkit: Sales, Marketing & Customer Success Alignment Toolkit The post Tips for Writing Effective (..)

Customer Success 79

Customer Success Tips eBook Roadmap 79

TechSee

FEBRUARY 21, 2022

Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing. It can also help with inventory management by learning from past data – such as the sales fluctuations due to weather, local events, and competitor promotions – to predict inventory requirements and avoid shortages. Boost Staffing.

Innovation 109

Innovation Company Self Service Insurance 109

ClientSuccess

AUGUST 8, 2017

Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

Sales 40

Sales Customer Success Customer Journeys eBook 40

ClientSuccess

FEBRUARY 15, 2022

Customer Success + Sales . One of the most critical internal relationships customer success teams have with sales is sales, so it makes sense to put this collaboration and cross-functional focus on display during the interview process. eBook: How to Become a Great Customer Success Manager. Customer Success + Marketing.

Customer Success 81

Customer Success Case Study eBook Touchpoint 81

ClientSuccess

SEPTEMBER 22, 2021

This will typically happen if you need a resource to help achieve an action item discussed in the meeting or if you want to maintain transparency with your leadership or executive team. eBook: Customer Success as a Culture: Marketing Leaders Edition. Toolkit: Sales, Marketing & Customer Success Alignment Toolkit.

Customer Success 64

Customer Success eBook Meeting Leadership 64

ClientSuccess

MARCH 8, 2022

Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value of a new customer isn’t tied to that initial sales number at all but spread out across the customer’s entire lifecycle at an organization. eBook: 3 Steps To Putting Your Customer First This Year.

eBook 75

eBook Sales Customer Success Customers 75

ClientSuccess

NOVEMBER 11, 2021

Through this kind of advocacy work, CSMs can help customers share their stories, thank them for their partnership, and leverage success as a sales tool. In contrast, a prospect-specific webinar could be a great place to highlight a customer story or thought leadership. eBook: How to Become an Elite Customer Success Leader.

Marketing 52

Marketing Case Study eBook Leadership 52

ClientSuccess

NOVEMBER 9, 2022

High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. For example, an operations resource on a sales team will often be the go-to person for building workflows and creating processes within a CRM. .

Customer Success 68

Customer Success eBook Resources Metrics 68

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. Model 1: Sales owns new logos, expansion and renewals In model one, the core sales team maintains ownership of all sales (or “commercial”) aspects of the relationship.

Customer Success 71

Customer Success eBook Sales Resources 71

ClientSuccess

APRIL 13, 2021

As you’re working to establish yourself as an executive asset for customers, it’s important to make sure you don’t veer into sales territory. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit.

eBook 52

eBook Customer relationships Leadership Course 52

ClientSuccess

DECEMBER 7, 2021

The post-sale survey. The post-sales survey collects customer feedback and input to ensure that salespeople – and the processes they use – set proper expectations during the sales process. Sales typically sets the customer journey stage with first impressions, so you want to make sure things are off to a good start.

Customer Journeys 83

Customer Journeys Survey Strategy NPS 83

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . The sales onboarding process is a key factor in establishing long-term customer loyalty and building a strong customer relationship.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

ClientSuccess

JANUARY 10, 2020

From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. . The sales onboarding process is a key factor in establishing long-term customer loyalty and building a strong customer relationship.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64

ClientSuccess

JANUARY 4, 2021

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. A customer success manager’s relationship with a customer account doesn’t just begin and end at random.

Customer Journeys 104

Customer Journeys eBook Customer Centricity NPS 104

ClientSuccess

AUGUST 17, 2022

This goes for your product, sales, marketing, executive team members, and customer success department. eBook: 3 Steps To Putting Your Customer First This Year. This is a company-wide goal that extends far beyond the customer success department. Ready to go above and beyond? Toolkit: How To Build Customer Loyalty.

Loyalty 82

Loyalty eBook Customer Retention Customer relationships 82

ClientSuccess

NOVEMBER 2, 2022

During renewal or upsell conversations, the everyday sales jargon and terminology can get old quickly, especially if it is a repeat of a customer’s original sales pitch when they first signed on with your organization. eBook: 5 Ways To Surprise & Delight Your Customers. Toolkit: Churn Management Toolkit.

Customer Retention 70

Customer Retention Tips Effort Score eBook 70