ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Look at Sales. Look at Onboarding.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

ClientSuccess

JUNE 15, 2022

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. 4 customer success books you need to read now!

SaaS 52

SaaS Education Sales Marketing 52

JustCall

AUGUST 8, 2023

They may write blogs during their downtime (if they’re lucky). It’s like having an AI-powered virtual assistant that works overtime to handle all your customer inquiries, process orders, and manage appointments 24x7x365. With data at the forefront, you can use AI tools to cater to each customer’s unique needs.

Sales 52

Sales Marketing Call Center Accountability 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. Set Expectations with Customers.

Personalization 74

Personalization Finance Feedback Scripts 74

ClientSuccess

JUNE 20, 2017

Without measurements, customer success leaders would be at a loss for how to determine the health of a business. But it’s also possible to be overwhelmed with metrics and calculations and forget the true reason for being metrics-driven: ensuring customer success. Revenue Churn Rate (Gross and Net).

Upselling 40

Upselling SaaS Metrics Best practices 40

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.

SaaS 59

SaaS Metrics Accountability industry standards 59

Toister Performance Solutions

AUGUST 22, 2017

A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Palo Alto Software's Customer Advocacy Team.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

ClientSuccess

JANUARY 16, 2018

For innovative customer success leaders, preventing customer churn while increasing retention, revenue, and renewals is already top of mind. There are a myriad of ways to leverage your customer success team to decrease customer churn and help combat the negative costs associated with attrition.

SaaS 40

SaaS Marketing Metrics Sales 40

ClientSuccess

JANUARY 10, 2018

Retaining customers is a bottom-line must for successful companies—especially SaaS companies where a predictable customer base is a must. An organization’s customers are the greatest asset it can have, and the longer those customers continue to invest in products and services, the more valuable they become.

Upselling 40

Upselling SaaS Customer retention Metrics 40

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. Today we celebrate our team and our customers. 2017 Best Customer Success Management Solution. eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

Management 40

Management SaaS Best practices Metrics 40

ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the customer and the solution provider. Churn Can Be An Opportunity For Growth.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

Nicereply

NOVEMBER 16, 2021

When it comes to providing good customer service the majority of companies already know how important it is to measure customer satisfaction. Even numbers say that 81% of satisfied customers are more likely to do business with you again if they have a positive experience. Let’s have a closer look. The first option.

Surveys 111

Surveys Metrics Analytics Enterprise 111

ClientSuccess

MAY 2, 2017

For Customer Success Managers (CSMs), the leaky bucket cycle is a real thing, it just involves customers rather than water. First, customer churn is a critical issue for the cloud computing industry. In fact, as Ed mentions, customer churn costs the cloud computing industry $10 billion every year.

Sales 40

Sales Management 40

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. When it comes to determining the health of a customer account, product usage is one key leading indicator.

Metrics 58

Metrics Accountability SaaS Surveys 58

ClientSuccess

JULY 12, 2017

Stacey came to the CS100 Summit stage armed with a palpable energy and bursting with insight into centering company focus on all things customer success. Stacey is a firm believer that customer success is a responsibility of every business function, and that successful customers require attention from the entire team.

SaaS 40

SaaS Metrics Benchmark Best practices 40

ClientSuccess

NOVEMBER 29, 2017

When a customer buys a SaaS product offering, they are essentially saying, “We believe this product can help us meet this need or address this paint point.” Essentially, every customer is ‘hiring’ a product to do a job (or solve a problem). New Customers vs. Current Customers. Every organization has churn.

SaaS 40

SaaS B2C B2B Customer centricity 40

ClientSuccess

OCTOBER 5, 2017

Customer success is an ever-changing role. Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. It’s important, however, to understand how new trends impact the day-to-day tasks of customer success professionals. So what does this mean for customer success?

SaaS 41

SaaS Best practices Accountability Technology 41

ClientSuccess

DECEMBER 20, 2018

There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past. Revenue Churn Rate (Gross and Net).

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ClientSuccess

OCTOBER 26, 2020

As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. To ensure existing customer revenue, establish Quarterly Business Reviews (QBRs) with your customer success teams. To ensure customer success QBRs are painless (and actually beneficial!),

SaaS 74

SaaS Coaching Metrics Sales 74

ChurnZero

OCTOBER 2, 2020

We’re taking a break from our usual blog content of Customer Success expertise to bring you a lighthearted read on the ChurnZero team’s shameless hobby fails during quarantine. And as someone who prefers to keep their lower back intact for decades to come, an at-home gym collector’s item (quarantine edition) it shall forever remain.

Education 75

Education Sales Marketing Management 75

ClientSuccess

FEBRUARY 13, 2019

Growing customer accounts and increasing customer lifetime value (CLV) is one of the biggest challenges customer success managers (CSMs) face in today’s subscription economy. With such a huge responsibility on their shoulders, CSMs need to be prepared to approach customer accounts with this growth-focused mindset.

Upselling 54

Upselling Accountability Customer centricity SaaS 54

ProProfs Blog

MARCH 26, 2021

According to Vince Lombardi, it takes months to find a customer but seconds to lose one. Hence, customer satisfaction at every point of the customer journey should be the number one priority for any organization. Customer feedback is one of the easiest ways to understand customer satisfaction. Image Source.

Feedback 78

Feedback Surveys Customer retention Metrics 78

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. Learn the commonly used customer service and support lingo. But, where to start? Agent/User.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

ClientSuccess

OCTOBER 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Maheen Memon ; Director, Customer Success. Being on the CSM frontline allows us to directly influence the success of our clients. Question 1.

Best practices 49

Best practices SaaS Metrics Management 49

aircall

MARCH 27, 2017

This article is part two of a series on customer journey mapping. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Your customer journey map will be rooted in your customers’ actions, behaviors, challenges, and needs.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

ClientSuccess

APRIL 4, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Jorie Basque , Customer Relationship Manager. Let’s get started with this week’s post! Question 1.

Management 40

Management Customer advocacy Best practices SaaS 40

ClientSuccess

JANUARY 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Best practices 49

Best practices Metrics SaaS Accountability 49

Nicereply

JULY 30, 2019

With a happy balance, you’ll have a team that is able to handle high-volume situations, but still have the focus and care to work with individual customers to understand their problems. The further good news is that these people still exist in the professional world and, if you aren’t one, you probably have one on your customer service team.

Customer Service 81

Customer Service Management Personalization Time management 81

OctopusTech

AUGUST 14, 2023

Website redesign services are a process of improving the visual appearance of different web pages and the user experience of a website to serve customers in a better form. We believe that you should design it to meet the latest industry standards, organizational goals, and the needs of customers. When Should You Redesign Your Website?

Engineering 62

Engineering Sales Advertising Technology 62

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Natalie Williams ; Director, Customer Success. It’s the nature of a customer to question what they can or can’t do. How has it helped you?

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

JULY 16, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Nina Wilkinson , Director of Customer Success. I’m the first CSM for my company and have been asked to implement a “customer success” program.

Sales 41

Sales Upselling SaaS Best practices 41

ClientSuccess

JUNE 20, 2017

As a customer success professional, it’s not uncommon to look at customer churn and ask yourself, “What are we doing wrong?” While everyone makes mistakes sometimes, there are clear trends in customer success that can be addressed with strategy and insight. 10 Biggest Customer Success Mistakes and What to Do Next.

SaaS 40

SaaS Accountability Upselling Metrics 40

ClientSuccess

JANUARY 5, 2018

Yesterday, David Skok , General Partner of Matrix Partners , published a great customer success article called Top Two Reasons for Churn. In this article, Skok discusses how failure to onboard a customer successfully and how loss of the champion who drove the purchase are two of the major reasons for churn.

Journey mapping 40

Journey mapping SaaS Feedback Sales 40

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

ClientSuccess

NOVEMBER 7, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Let’s move forward with this week’s blog post! From : Sam Feil , Customer Success Manager. Company : ClientSuccess. Back to my story.

Management 51

Management Best practices SaaS Metrics 51

ClientSuccess

JUNE 28, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Rasmus Justesen , Head of Customer Success. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

Best practices 40

Best practices SaaS Metrics Management 40

ClientSuccess

APRIL 18, 2018

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Let’s move forward with this week’s blog post! Ensure Customer Onboarding Readiness.

Best practices 48

Best practices Accountability SaaS Metrics 48