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. Making an apology to customers after things go wrong is positively related to satisfaction with restoring the customer relationship.

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Customer Success Customer Journey Mapping Customer Confidence Blog 80

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.

Customer Relationships 95

Customer Relationships Customer Journey Mapping 2020 Webinar 95

Gainsight

DECEMBER 21, 2023

For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. Control over the customer experience.

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2023 Customer Success Culture Roadmap 52

Gainsight

FEBRUARY 28, 2024

Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable.

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Customer Success Chief Customer Officer Innovation Customer Centricity 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. Our panelists included: Ashley Willhalm, Director of Customer Experience at PipelineDeals.

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Webinar Customer Relationships Leadership Customer Success 72

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 White Paper Loyalty ROI 80

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. 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. HubSpot’s Make My Persona.

Customer Success 98

Customer Success Return on Investment Fashion Reference 98

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

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2021 Customer Success Webinar Multi-Channel 111

ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Toolkit: Team Leadership Toolkit.

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Customer Success Webinar Measurement Leadership 75

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

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Customer Success Customer Experience Customer Relationships Customers 97

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. Customer Success leaders are pulled in so many directions that prioritizing our aspirations can feel impossible. Everybody’s heard of Customer Success, and the industry is growing.

2023 52

2023 Customer Success 2022 Leadership 52

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Put Yourself in the Shoes of Your Customer. Communicate Value to Your Customers in an Engaging Way.

Customer Relationships 111

Customer Relationships Banking Chief Customer Officer Leadership 111

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. In addition to your five customer needs, you also have key questions that help you develop a deep understanding of what your customer is trying to do, in a deeper way than your sales team has already discovered.

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Sales Customer Success Webinar Tourism 52

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 Customer Relationships Metrics Webinar 72

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success Culture Leadership Customers 98

Education Services Group

AUGUST 16, 2022

Customer Success Plans are key to starting your customer relationships off on the right foot. They’re a great way to demonstrate to your brand new customers that “you’ve got this.”. How exactly does Customer Success get in good with Sales so we can work our CS magic sooner?

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Sales Customer Success Leadership Customer Retention 52

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Success 74

Customer Success Customer Experience Customer Relationships Customers 74

Gainsight

OCTOBER 5, 2021

Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of those customers are critical to the longevity of that business. . Today’s leadership also obsesses over their customers with one key difference.

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Customer Success 2013 2007 2014 45

ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. TSIA Resource: The State of Customer Success: 2021.

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Customer Success Workshop 2021 Webinar 78

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 E-support 75

Education Services Group

FEBRUARY 9, 2021

Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. Hello ladies and gentlemen! Who will win this tech tool showdown? Say that five times fast!)

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Customer Success Sales Customer Relationships Events 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.

Webinar 98

Webinar 2022 Customer Success Metrics 98

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). It wasn’t deployed to manage each and every customer relationship.

Customer Success 52

Customer Success Touchpoint Customers Metrics 52

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Are You Ready to Build Your Customer Success Journey Map?

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Customer Success Customer Journey Customer Confidence Travel 52

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? 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. What does a CCO do?

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Chief Customer Officer Customer Centricity Touchpoint Leadership 98

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. The post How to Build the Ideal Customer Journey Using Your Customer Success Platform appeared first on ClientSuccess.

Customer Journey 69

Customer Journey Customer Success Webinar Leadership 69

CustomerSuccessBox

MARCH 2, 2022

Some years earlier we didn’t even know what Customer Success (CS) was and neither about the salaries in Customer Success but were well aware of what customer support is. There is a clear differentiator between these two and customer success is evolving ever since.

Customer Success 52

Customer Success Chief Customer Officer Leadership Management 52

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.

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Customer Success Magazine Culture Social Media 74

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

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Customer Success NPS Webinar Net Promoter Score 87

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

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2020 Customer Success Events Workshop 72

Education Services Group

SEPTEMBER 12, 2022

In Customer Success, there are a million things to keep track of, from staying on top of our daily tasks to preparing EBRs and collecting NPS scores, the list goes on and on. At ESG, we utilize a six-step approach that you can easily apply in your Customer Success organization and initiatives: .

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Customer Success Events Document Customers 52

Education Services Group

MAY 13, 2020

Tying Customer Success to your company’s strategic growth (aka revenue) can be tricky to maneuver. Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. Here are some of the key takeaways from our webinar.

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Customer Success Sales Leadership Customer Relationships 52

CustomerSuccessBox

APRIL 6, 2022

The customer success (CS) team is critical in today’s customer-centric economy. The purpose of the team is to keep your hard-won clients and help them grow by strengthening the customer relationship. This results in higher customer satisfaction, which lowers churn and improves renewals.

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Customer Success Customer Centricity Feedback Customers 52

ChurnZero

SEPTEMBER 4, 2020

You can devote your energy towards solving complex customer problems and brainstorming new ways to bring value instead of letting the coordination of routine communications dictate your day’s productiveness. . Don’t lose the customer’s momentum and excitement with a delayed transition from Sales to Customer Success.

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Customer Success Engagement E-support Books 87