ClientSuccess

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. But what about the Customer Effort Score?

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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. Here are three considerations to take into account when it comes to investing in customer success operations: 1. The right solutions allow CSMs to do more with less. .

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ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. 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.

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BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI can be a powerful tool, but it is just one cog in the customer care engine. You’ve got your game face on.

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Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. Customer Journey Maps are a great resource, especially in times of change like these. To uncover duplication of efforts or ways our siloed organizations create inefficiencies or irritations for your customers.

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ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends.

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Inbenta

AUGUST 18, 2023

The acquisition adds a new component to Inbenta’s customer service toolkit, allowing companies to rapidly develop, edit and deploy helpful step-by-step tutorials, improving self-service and reducing agent escalation. Horizn has also been able to establish a large customer base with leading financial institutions in the U.S.,

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ClientSuccess

SEPTEMBER 21, 2022

In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams. The customer onboarding and implementation process happens right after the sales deal closes and is often the first impression a new customer has of their customer support contacts and group.

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ClientSuccess

FEBRUARY 15, 2022

While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process. Customer Success Deep Dive.

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Experience Investigators by 360Connext

AUGUST 9, 2022

Can this principle apply to customer experience? Not only do I believe the answer is a resounding “Yes,” I’ll go so far as to say it’s imperative to customer experience success. That’s why CX leaders must do everything they can to be proactive about their customer experience strategy.

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BirdEye

NOVEMBER 16, 2023

We aim to empower you with a toolkit that not only seems practical but also gives you accurate and tangible results. Do review marketing to attract more customers 3. Optimize user experience on mobile and desktop 9. Use virtual reality (VR) to create immersive property experiences 12. Capitalize on local business SEO 4.

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ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. 1:1 meetings, executive fireside chats, and customer showcases.

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ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. Create a Customer Advisory Board for Your Company.

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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.

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Customer Bliss

MAY 25, 2018

The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. I specifically designed this book to be a series of toolkits for you and your team to use while transforming your company’s customer experience.

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ClientSuccess

JULY 6, 2022

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . What is a customer loyalty program?

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ClientSuccess

AUGUST 31, 2020

Now, the day is finally here – your team is finally implementing your new customer success platform. Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . Use your customer journey to make decisions.

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ClientSuccess

MARCH 1, 2022

Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Your team wants onboarding to go as smoothly as possible, no matter the customer in question. Get your first call with the customer on the calendar.

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ClientSuccess

JANUARY 5, 2022

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Now it’s time for the new CSM to step up and become familiar with the customer account.

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ClientSuccess

AUGUST 24, 2021

It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. Check out the steps your team can take to optimize your sales through onboarding customer experience: 1.

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Magellan Solutions

SEPTEMBER 18, 2023

When they work together, they can attract and keep customers, which is great for your organization’s success and making money. This is achieved through well-prepared agents guiding customers toward a decision. This enables them to understand customer needs and pitch tailored solutions. Personalized Approach.

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ClientSuccess

APRIL 12, 2022

As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. What is a Customer Effort Score . How to calculate a Customer Effort Score.

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ClientSuccess

DECEMBER 21, 2020

While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. While 2020 may have been difficult, the lessons learned from this past year will influence customer success strategy and planning for years to come.

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CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). We’re here to help you, by empowering you with the network and the educational resources you need you advance in your career. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?”

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ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Here are six winning customer journey survey strategies to introduce to your customers this year: 1. The customer success survey. NPS surveys.

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Totango

APRIL 25, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of choosing a platform that doesn’t allow you to create inspiring customer journeys. It’s important to note here that the customer journey is the product of the customer success program you’ve created.

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ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. While gathering data after a strategy has been implemented is a great way to tell if an initiative worked, customer success teams can also gain a predictive advantage into long-term customer success with leading indicators.

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ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

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ClientSuccess

JUNE 22, 2022

As any CSM has been told – and has realized – many times, no two customer experiences are the same. Every customer has unique goals and is looking to a vendor organization to help solve a problem or two. Here is the tried and true recipe: trust + communication = customer loyalty.

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ClientSuccess

AUGUST 17, 2022

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? Customer loyalty and retention: a match made in heaven. Customer loyalty and retention: a match made in heaven. Say thank you. .

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Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Key Takeaways Post-event surveys are key to capturing attendee experience, gauging event success, and informing future event planning by offering insights into what aspects of the event were successful and what areas could be improved.

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CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). We’re here to help you, by empowering you with the network and the educational resources you need you advance in your career. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?”

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ShepHyken

JANUARY 3, 2022

Each week I read many customer service and customer experience articles from various resources. How to Train Your Customer Support Agents To Provide Better Service by Kimberly Zhang. Entrepreneur) Customer service begins and ends with the way your employees treat browsers and buyers. and Salesforce.com Inc.

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ClientSuccess

OCTOBER 19, 2021

While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn. Although not all customer churn is avoidable, some common churn reasons can be expected and recognized. Here are some common customer churn reasons broken down into four quadrants: Expected + Unavoidable.

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ClientSuccess

OCTOBER 25, 2021

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Customers are churning over unforeseen circumstances, and CSMs are left wondering what went wrong.

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ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. Here is a quick primer on customer success software and why it’s so critical for CSM teams: 1. Designed for the entire customer lifecycle – not just onboarding.

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ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Build Your CAB with the Right Mix of Customers.

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