ClientSuccess

JUNE 20, 2017

In our previous blog post, Part 1 of this 2-part series, we explored some of the most prominent customer success metrics including revenue rate, churn rate, gross revenue retention rate, and net revenue retention rate (which can also be found in our latest ebook). Expansion Growth Rate (Upsell + Cross-sell).

Upselling 40

Upselling SaaS Metrics Best practices 40

Quadient

JULY 17, 2017

Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more. Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Mon, 07/17/2017 - 23:00.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Customer Experience Marketing 52

Avaya

MAY 23, 2017

Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). In fact, I encourage you to be your own customer within your organization.

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42

Clarabridge

FEBRUARY 2, 2017

This lets you better serve account holders, address regulatory requirements, and ultimately, keep customers coming back. Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. So, what exactly are banks facing today? 22% of customers think banks are all the same.

Banking 45

Banking Advertising Accountability Best practices 45

ClientSuccess

JULY 12, 2017

Download the Top Customer Success SaaS Metrics eBook. 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. She believes customer success is the difference between a financially viable (and successful) company and one that is not.

SaaS 40

SaaS Metrics Benchmark Best practices 40

Clarabridge

JUNE 6, 2017

After assessing where the current experience falls short of the ultimate goal, build a plan that allows your team to understand what needs to happen in order to create the journey your team has been dreaming of. It’s still the rage. Some call it a Customer Journey Map, User Experience Journey, or Customer Decision Journey. Assumptions.

Journey mapping 40

Journey mapping Telecommunications Education Marketing 40

Clarabridge

FEBRUARY 2, 2017

This lets you better serve account holders, address regulatory requirements, and ultimately, keep customers coming back. Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. So, what exactly are banks facing today? 22% of customers think banks are all the same.

Banking 40

Banking Advertising Accountability Best practices 40

Talkdesk

MARCH 17, 2017

The first customer receives the ultimate customer support experience because they set the standard for service. That individual bill isn’t worth more than any of the other earned dollars, but the moment surrounding that first transaction was so memorable that it’s forever a part of that company’s story. Don’t be surprised by growth.

Customer Support 40

Customer Support Best practices Customer Service Personalization 40

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Multiple Ways a CSM Can Bring a Customer Back. Schedule an executive onsite or meeting.

Upselling 50

Upselling Metrics SaaS Best practices 50

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. For CSMs in the thick of the action, these changes can be confusing while simultaneously ground-breaking. Technology. First, let’s look at technology. Increase in Competition.

SaaS 41

SaaS Best practices Accountability Technology 41

Customer Relationship Metrics

MAY 17, 2017

Ultimately, it is unwise to invest in a quality monitoring program that is limited in the amount of value that it returns. is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The entire call center industry is crippled by this problem. ” Click to Tweet. Is it wise?

Benchmark 85

Benchmark Call Center Coaching Feedback 85

ClientSuccess

NOVEMBER 3, 2017

Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this weeks CSM from the Trenches post from Priscilla Zorrilla of 15Five. Let’s move forward with this week’s blog post! Company : 15Five. Location : San Francisco, California.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

ClientSuccess

APRIL 25, 2017

All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. The Customer’s Perspective. Today’s brands expect the same level of engagement and personalization as individual consumers. Customer Journey Map. View a high rez version of the customer journey map. Walk in Your Customer’s Shoes.

Journey mapping 40

Journey mapping Customer centricity Best practices Metrics 40

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning. Buying Stage.

Metrics 40

Metrics SaaS Sales Accountability 40

Talkdesk

FEBRUARY 13, 2017

As a company grows and expands its user base, it’s inevitable that the support team will need to add new members. Filling those call center jobs with the right people is extremely important in terms of maintaining a positive work environment and improving relationships with new and existing customers. Do they have unique industry experience?

Call Center 40

Call Center Education Personalization Contact Center 40

ClientSuccess

NOVEMBER 29, 2017

Clay Christensen, author of Competing Against Luck , presents this a little differently, calling it the “Jobs to be Done Theory.”. Essentially, every customer is ‘hiring’ a product to do a job (or solve a problem). If the job goes well then it will result in a renewal. If it doesn’t, the organization is let go, or fired. Does the renewal get lost?

SaaS 40

SaaS B2C B2B Customer centricity 40

ClientSuccess

APRIL 13, 2017

Importance of Aligning Customer Success & Customer Support. Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year. Important Brand Touchpoints.

Customer Support 41

Customer Support SaaS Upselling B2B 41

ClientSuccess

APRIL 20, 2017

Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success.

SaaS 40

SaaS B2B Engineering Best practices 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. Step 2: Pinpoint Where Things Went Wrong.

Journey mapping 40

Journey mapping Best practices Benchmark Metrics 40

ClientSuccess

NOVEMBER 16, 2017

Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. CSM from the Trenches Best Practice – How to Make an Effective Apology.

Best practices 47

Best practices SaaS Engineering Feedback 47

ClientSuccess

OCTOBER 19, 2017

Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this CSM shout-out come from Jessica Weisz, COO of SoapBox. Jessica absolutely loves her customer success team. Let’s move forward with this week’s blog post! Company: SoapBox.

Best practices 41

Best practices Customer centricity SaaS Metrics 41

ClientSuccess

NOVEMBER 21, 2017

For those just joining my 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. Being on the CSM frontline allows us to directly influence the success of our clients.

Best practices 42

Best practices SaaS Consulting Consulting 42

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management? What Is Customer Lifecycle Management?

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

ClientSuccess

JUNE 20, 2017

When we came across customer success thought leader Lincoln Murphy’s LinkedIn post on the biggest mistakes in customer success, it got us thinking. Here, we’ll discuss how customer success leaders can not only anticipate these common mistakes, but also overcome any missteps made in the customer journey. You’re not putting the customer first.

SaaS 40

SaaS Accountability Upselling Metrics 40

ClientSuccess

MARCH 20, 2017

According to OpenView , the NPS score doesn’t answer the ultimate “Why” question, and the score may also only give a partial view of how customers actually feel at a certain point in time. Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. Low Response Rate.

Surveys 40

Surveys Best practices Feedback Accountability 40

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Let’s set the stage. Understanding Post-Sales Lifecycle Management. The Sales Handoff Strategy.

Sales 40

Sales Upselling Best practices SaaS 40

ClientSuccess

DECEMBER 18, 2017

For those just joining my 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. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell of Marketware. Company : Marketware.

Best practices 41

Best practices Coaching SaaS Analytics 41

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? Before you look for expected live chat agents, knowing how much agents do you need is of great importance. Download Now. Avid Listener.

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

Vonage

AUGUST 7, 2017

I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. Delivery is faster. Quality control is better. The recency effect. Hedonic adaptation. This is a biggie.

Customer Service 96

Customer Service Engineering Consulting Consulting 96

ClientSuccess

OCTOBER 24, 2017

What are we forecasting for our ultimate result?”. Perhaps most importantly – “Which accounts do we focus on to improve our ultimate result?”. Many customer success leaders spend too much time acquiring information for renewal reports. Often by the time the information is gathered it is stale and needs to be updated again.

Upselling 40

Upselling Benchmark SaaS Metrics 40

Comm100

OCTOBER 23, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Halloween is just around the corner, and people all over the world are scrambling to plan costumes, hang decorations, buy candy, and RSVP to Halloween parties (and, those who have kids are rushing to plan for them as well!).

Morale 11

Morale Customer Service Management Construction 11

ClientSuccess

JULY 11, 2017

Once this information is identified and understood, it’s now the CSM’s responsibility to tailor the relationship and the solution to what matters most to the customer – and in turn realize what will ultimately make that customer successful. As SaaS organizations of any size can attest to, winning new clients is only half the battle.

SaaS 40

SaaS Finance Feedback Metrics 40

Vonage

OCTOBER 2, 2017

I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I'm just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. Delivery is faster. Quality control is better. This is a biggie.

Customer Service 48

Customer Service Engineering Consulting Consulting 48

Comm100

SEPTEMBER 7, 2017

eBook] The Guide to Becoming a Top Performing Live Chat Agent. Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers.

Average Handle Time 44

Average Handle Time Customer Service Feedback Call Center 44

ClientSuccess

JUNE 12, 2017

What are the Definitions of Customer Success Terms? – Part II. You asked and we listened! After the positive response to our “Customer Success Dictionary of Reference: Part I” post , we wanted to provide further opportunities for education and growth. Let’s take a look: Subscription Revenue. Green Zone Status. Customer Lifecycle Management.

SaaS 46

SaaS Metrics Best practices Benchmark 46

ClientSuccess

DECEMBER 22, 2017

You likely have some priorities in mind, but you also want to figure out where you need to focus your efforts in order to make the largest impact. Most CSMs are nearly overwhelmed with the amount of work they have to do. Most CSMs are nearly overwhelmed with the amount of work they have to do. Task Management Should Help You Answer these Questions.

Management 41

Management Morale SaaS CRM 41