ClientSuccess

JUNE 29, 2022

As a CSM, you know first-hand that working with customers involves more than answering their questions, guiding them through onboarding and product implementations, and ensuring their ongoing satisfaction with your organization. eBook: How to Become a Great Customer Success Manager.

Webinar 59

Webinar Customers Communication Customer Relationships 59

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. Hiring, training, upskilling, and retaining agents are activities critical to your success. Workforce Management The yin to QM’s yang is Workforce Management (WFM).

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Kustomer

JUNE 7, 2023

We’ll also discuss the difference between CS and CX, what tools every financial firm should have in their CX playbook and other details to consider when building a successful CX strategy. However, having a go-to user guide for how to meet modern customer expectations , increases sales and customer retention.

Financial 98

Financial Banking Social Media Customer Satisfaction 98

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. Data is the driving force of any successful operations strategy. .

Customer Success 68

Customer Success Webinar Metrics Sales 68

Joe Rawlinson

AUGUST 12, 2022

That’s what this guide is all about. You can leverage social media contests to: Spread the word about your giveaway, product, and brand. Follow foolproof content writing tips to nail your messaging and make your contests a huge success. If the photo tags are from your shop, users will land on the product details on Facebook.

Social Media 78

Social Media Marketing Fashion Books 78

ChurnZero

JANUARY 10, 2022

How exactly do you get customers to embrace your product instead of simply moving them through the motions and hoping something sticks? Read our guide here for the 8 SaaS onboarding best practices to step up your onboarding experience. Customer onboarding doesn’t only have to stay within Customer Success.

Metrics 98

Metrics Customer Success Sales Events 98

Comm100

APRIL 27, 2020

Having one platform that manages all digital channels is necessary to set up routing like this to assign messages from the right channel to the right agent. Are they looking for information about a product or for help with an order? After looking at the product page and searching the FAQs online, she initiates a live chat session.

Omnichannel 59

Omnichannel Download Automotive Connections 59

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. Historically, companies have competed on product features and pricing. Anyone can update their product and lower their price, too.

Competitive Advantage 52

Competitive Advantage Leadership Webinar NPS 52

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Involving executive management and staff is crucial.

Customer Experience 114

Customer Experience Download Workshop Metrics 114

ChurnZero

DECEMBER 6, 2019

The CSM’s Guide to Holiday Gift Giving. Customer Success Managers have a lot on their plate. . Plus, happy customers often recommend products and companies to their clients, partners, and friends. . Customer Success Resource. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Roadmap 80

Roadmap Customer Success Presentation Travel 80

Uniphore

JUNE 10, 2021

Basing automation tech “success” on the employee experience. Download eBook. By creating a guided digital self-service experience for your customers, you can help them solve many of their own issues–without ever engaging an agent. 4 Ways Knowledge Management is Failing Your Call Center. Call Volume During COVID-19.

Call Center 98

Call Center Contact Center Webinar 2021 98

Gainsight

APRIL 5, 2022

Multi-product companies are bursting with growth potential. But product leaders and managers know how challenging it can be to keep that growth moving in the right direction. However, there are tried-and-true ways for product leaders to use analytics to drive multi-product growth. Users are forgotten.

Multi-Channel 52

Multi-Channel Roadmap Metrics User Experience 52

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B Customers Customer Service Representative 65

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them.

Customer Success 96

Customer Success Customers Customer Engagement Communication 96

ClientSuccess

MAY 10, 2022

However, there is an additional metric used by customer success teams (and, more recently, proactive executive leadership teams) to calculate the value of a customer beyond just what is outlined in the initial contract: Customer Lifetime Value (CLV). What about your onboarding, training, and customer success resources?

Metrics 59

Metrics Webinar Leadership Customer Relationships 59

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Customer Success Podcasts.

Customer Success 98

Customer Success Webinar Competitive Advantage Customers 98

Inbenta

NOVEMBER 9, 2021

Chatbots do not need to pose a risk to human agents, as their role is not to replace workers, but rather boost their productivity by allowing employees to focus on more complex tasks that require their knowledge and talent while reducing support costs and increasing customer retention rates. . In short, chatbots will not replace human agents.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

ClientSuccess

JULY 1, 2021

Customer success departments have been through the wringer in the last year or so. This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. Skill #3: Relationship Management . Skill #2: Communication.

2021 52

2021 Webinar Sales Definition 52

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. Financial Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

ChurnZero

APRIL 8, 2020

This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? They are the lifeblood of your brand. So how best do you go about developing customer advocacy in your organization?

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics.

Metrics 59

Metrics Customer Success E-support Net Promoter Score 59

Andrew Mcfarland

SEPTEMBER 21, 2022

Successful business development professional has skills that set them apart from the competition. These skills include relationship-building, analysis of trends, prospect identification, and project management. One of the essential skills for successful business development is establishing solid relationships. Analyzing trends.

White Paper 48

White Paper Sales Document Webinar 48

Gainsight

APRIL 7, 2022

The second you launch a new feature or a customer signs up for your product, the clock starts ticking. The faster you can get users to embrace your product, the sooner it will start paying off. That’s what makes product adoption so critical. Here’s how to measure product adoption using product analytics.

Measurement 52

Measurement ROI Metrics Feedback 52

ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Though it’s important to realize not to just focus on product usage alone. are Declining.

Net Promoter Score 58

Net Promoter Score Metrics NPS Customer Success 58

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? Communication: Communication is key. The takeaway?

2020 59

2020 Customer Success Webinar Technology 59

Centercode

MARCH 4, 2021

Every year, Consumer Reports tests thousands of products — from cars, to laptops, to WIFI-enabled speakers and appliances — and grades them on a scale of 0 to 100. A trusted source of unbiased product testing , their mission is to make it easier for consumers to make well-informed buying decisions. How do customers see the product?

Consumers 81

Consumers Customer Satisfaction Technology Connections 81

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 80

Books Blog Management Leadership 80

ChurnZero

MARCH 31, 2020

During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. We held a panel discussion with Customer Success leaders and our customers to share advice from the trenches as they navigate this period of unprecedented uncertainty.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

SurveySparrow

APRIL 28, 2023

As someone who went “product qualified what?”, I sincerely doubt I’m qualified to write a blog about product qualified leads. Product Qualified Leads (PQLs) are a type of lead that is highly valuable to companies because they have already used or shown interest in the product or service.

Demo 52

Demo Metrics Sales Webinar 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? Communication: Communication is key. The takeaway?

2020 52

2020 Customer Success Webinar Technology 52

ClientSuccess

JANUARY 23, 2020

And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist. . The Emerging Job: Customer Success Specialist. What makes a successful CSM? Communication: Communication is key. The takeaway?

2020 52

2020 Customer Success Webinar Technology 52

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021. And that they did.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

ChurnZero

OCTOBER 26, 2021

How much you engage with your customers — and how much your customers engage with you — plays a vital role in the success of your business. It needs to be clear who on your team is the point of contact for your customer, how you’ll create the map of your customer’s journey, and how new product launches will be communicated to them.

Customer Success 52

Customer Success Customers Customer Engagement Communication 52

Gainsight

DECEMBER 2, 2019

Cultivating a high retention rate will set you up for long-term success. A successful customer retention strategy will build symbiotic business relationships, drive brand equity, and encourage customer loyalty amongst your customer base. The Essential Guide to Customer Churn. The Essential Guide to Recurring Revenue.

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

ChurnZero

APRIL 10, 2020

How to Nail Implementation and Customer Success Handoffs. But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession. But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of customer succession. That’s a fumble.

Customer Success 61

Customer Success Customer Journey Mapping Loyalty Programs Reference 61

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. Customer Success Podcasts.

Customer Success 52

Customer Success Webinar Competitive Advantage Customers 52