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 180

Chatbots Examples Customer Service Banking 180

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

Integrity Solutions

JULY 31, 2024

Money and incentives matter, but they are only part of the sales retention story. In any business environment, retaining your best sales producers is a top priority. Importance Of Retaining Sales Talent How vulnerable is your organization to sales retention issues? The warning lights are flashing.

Sales 68

Sales Culture Competitive Advantage Training 68

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

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

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

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

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

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

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 eBook Leadership 71

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 Video 82

BirdEye

OCTOBER 16, 2020

On the other hand, being too slow to react to customer opinion means losing sales to dealerships that are better prepared to embrace digital transformation. Get leadership involved. But luckily, we compiled this eBook with all of the information that you need. Download the eBook below.

Strategy 98

Strategy Customer Experience eBook Tips 98

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

FEBRUARY 8, 2021

Over the past few years, customer success teams have migrated off sales-focused CRM and project management platforms to solutions that are custom built from the ground-up for customer success teams to better manage customer accounts. eBook: How to Build and Scale a Customer Success Team. Product Overview: ClientSuccess Software .

Software 98

Software Customer Success eBook NPS 98

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

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

ClientSuccess

FEBRUARY 1, 2021

Customer success teams with little to no technological support are looking to invest in a solution for the first time, while other teams may be looking to transition from a sales-focused CRM to a more dedicated account management solution. eBook: The Ultimate Guide to SaaS Customer Success Metrics.

Software 104

Software Customer Success Effort Score eBook 104

ClientSuccess

MARCH 8, 2021

From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. During new sales conversations, many prospective accounts will ask to see some customer testimonials or even talk to customers themselves as references. Customer marketing is key.

Case Study 92

Case Study eBook Video Study 92

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 eBook Case Study Touchpoint 81

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

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

Comm100

OCTOBER 30, 2017

Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. Ensure that your employees get regular feedback on their performance and similarly ensure that leadership teams understand the value your group provides. In both cases, communication is the key differentiator. Too Many Tools. How can I fix it?

Contact Center 142

Contact Center Tips Management Call Center 142

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

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

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. We “do” marketing and sales, but the customer “does” their experience! Multi channel” is therefore (but unintentionally, I believe) not a customer centric term.

Multi-Channel 73

Multi-Channel Omni-Channel Customer Centricity Culture 73

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

ClientSuccess

SEPTEMBER 3, 2020

For most of the year, the CSMs counterpart on the sales side of our business was nowhere to be seen, only occasionally popping into the equation to see how things were going. Note, I prefer to use the word “target” and “payouts” vs. “quota” and “commissions” to distance – or differentiate – this plan from a sales plan.).

Customer Success 111

Customer Success Management NPS Sales 111

Up Your Service

NOVEMBER 28, 2019

Is it a quick point-of-sales process? Learn our five best practices to adopting this flexible, bottom-up approach to customer experience improvement in our eBook. Loyalty points? The ability to speak with a human being when they have a problem? What has the most value to them? Download it here.

Customer Experience 90

Customer Experience B2C B2B Poor Customer Service 90

ClientSuccess

DECEMBER 21, 2021

After all, even if sales are through the roof, if customers aren’t satisfied, the business likely won’t last. Outcomes: during the sales cycle, customers will outline specific goals they are trying to achieve with your solution. eBook: ClientSuccess Ultimate Guide to Metrics. Did they achieve these outcomes?

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

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 eBook Case Study Metrics 59

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

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

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

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

NOVEMBER 1, 2018

To truly drop churn numbers, organizations must have a targeted customer profile that expands from marketing to sales to customer success. Work directly with your marketing, sales, and product teams to develop a focused, detailed ideal customer profile. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

eBook 61

eBook Customer Success Customers Leadership 61