Nicereply

NOVEMBER 30, 2021

Trying to win back every single customer who churned might have a negative impact on your profitability. However, if a customer once purchased your product or service, there’s no guarantee they are going to stick around forever, even if they totally loved it. How to Win Back Lost Customers: Key Strategies and Tactics.

Surveys 104

Surveys B2C Benchmark Accountability 104

JustCall

JANUARY 18, 2023

In some cases, inbound calls can also be made by the employees. The call centers for managing inbound calls for a business often need to sign an SLA (inbound calling services-level agreement) to work towards one single goal; to satisfy a company’s customers by providing them with the right solutions to their queries.

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

Nicereply

NOVEMBER 21, 2023

Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. So, you can trust and act on the data you collect.

Surveys 59

Surveys B2B Feedback Education 59

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Customer success is the practice of ensuring that your customers achieve their desired outcomes while using your product or service. In this blog, we’ll learn how.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Curious where your team should begin? Jump to: . Staying Organized .

Best practices 72

Best practices Accountability Upselling SaaS 72

Method:CRM

APRIL 3, 2023

But how do you go about creating an enjoyable experience that keeps customers coming back? Through this blog post, you’ll answer the question, “How do CRM systems improve customer experience?” You’ll also learn some tips to get the most out of your CRM and improve your small business customer experience.

CRM 52

CRM Customer Experience Self service Sales 52

ChurnZero

FEBRUARY 23, 2021

If you missed the webinar, you can watch it on-demand. Q: What’s the maximum number of customer health score factors you recommend? Q: What’s the maximum number of customer health score factors you recommend? A: It really depends on what you’re trying to pull off. Guess again. Q&A Recap.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

CSM Practice

MARCH 13, 2020

Executive sponsors leverage their deep understanding of the organization’s ecosystem to support your platform’s selection and implementation despite other alternative solutions. They can also align and educate relevant teams and top executives with the benefits of your solution, ensuring customer success as they do.

SaaS 82

SaaS Best practices Enterprise Accountability 82

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. What is a CSAT Score?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity?

Metrics 98

Metrics Consulting Consulting Best practices 98

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. Being on the CSM frontline allows us to directly influence the success of our clients.

Best practices 48

Best practices Accountability SaaS Metrics 48

Nicereply

MAY 1, 2023

In today’s highly competitive market, customer service has become a key factor in the success of many businesses. To maintain long-term customer loyalty, it is important to build a relationship that can generate repeat business and positive word-of-mouth. Michael Scott had to be reminded of this in an episode of The Office.

Customer retention 59

Customer retention Feedback Customer centricity Chatbots 59

ClientSuccess

OCTOBER 10, 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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Let’s get started!

Management 70

Management Chief Customer Officer Best practices Consulting 70

GetFeedback

APRIL 8, 2019

In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely. In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do. Only then can you give users the experiences they crave.

B2B 83

B2B Analytics Journey mapping Accountability 83

aircall

NOVEMBER 3, 2021

That’s why you should be doing everything it takes to provide excellent customer service. These customers are inaccessible to your customer support team. As a result, they may cancel their subscription or service without you ever knowing what their concern was. There’s no doubting the value of good customer service.

CRM 62

CRM SaaS Sales Feedback 62

ClientSuccess

FEBRUARY 26, 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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Question 1. Question 2.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

CustomerSuccessBox

NOVEMBER 23, 2021

Indeed, with a few clicks, a customer can decide to buy a product from another company. What place for customer loyalty in your marketing strategy? What place for customer loyalty in your marketing strategy? Within the customer success mix of your company, it is essential to leave a place for an effective loyalty strategy.

Brand ambassadors 52

Brand ambassadors Upselling Construction Surveys 52

ClientSuccess

MAY 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. Being on the CSM frontline allows us to directly influence the success of our clients. Question 1. How has it helped you?

Management 51

Management Accountability Best practices SaaS 51

Nicereply

APRIL 8, 2021

Looking to give your emails and macros a little bit more depth, personality, and thoughtfulness? In this blog post you will find 25 customer service email templates: Welcome email. In this blog post you will find 25 customer service email templates: Welcome email. Thank you email. Capturing feedback.

Customer Service 88

Customer Service Feedback Banking Surveys 88

JustCall

MARCH 9, 2023

So how can your business, in such a situation, ensure that your contact center is functioning optimally? The best way is to work with industry-tested strategies that have proven themselves time and again. The best way is to work with industry-tested strategies that have proven themselves time and again.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

ClientSuccess

OCTOBER 17, 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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. How has it helped you? ”.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ClientSuccess

AUGUST 27, 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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Question 1.

Feedback 40

Feedback Sales Metrics SaaS 40

CrazyCall

MAY 20, 2019

You might be an expert, a professional, an intermediate, or a complete newbie. New best practices, strategies, techniques, and approaches spring up like mushrooms and it’s hard to keep track of them. Yet, you wouldn’t like to fall behind your competition and what they’re doing. It doesn’t matter. Sales Tips #1-10.

Sales 123

Sales Coaching Scripts Education 123

ClientSuccess

AUGUST 29, 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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Question 1. Question 2.

Best practices 42

Best practices B2B SaaS Feedback 42

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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Question 1.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

MAY 16, 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. Being on the CSM frontline allows us to directly influence the success of our clients.

Management 41

Management Best practices Coaching SaaS 41

ClientSuccess

MAY 15, 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. Being on the CSM frontline allows us to directly influence the success of our clients. Question 1. How has it helped you?

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45

CSM Practice

SEPTEMBER 25, 2020

10:15 – Nick discusses the survey sent out in May about clients’ expectations. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. 16:40 – Irit discusses a part of the survey result that shows companies are planning on letting customer success managers go or shrink.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Vistio

JANUARY 13, 2022

Listen to the full podcast recording here: Do I have your permission to record this call for quality assurance? I’m not sure I can trust you. I’ve heard your other guests. I guess I’ll let you this time. Thank you so much for having me on today, Hailey. I don’t know Hailey.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

Listen to the full podcast recording here: Do I have your permission to record this call for quality assurance? I’m not sure I can trust you. I’ve heard your other guests. I guess I’ll let you this time. Thank you so much for having me on today, Hailey. I don’t know Hailey.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

ClientSuccess

SEPTEMBER 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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Let’s get started!

Engineering 40

Engineering SaaS Sales Best practices 40

Amity

AUGUST 5, 2016

Can you tell me a little bit about your responsibilities at Achievers? How did you get started in Customer Success and what was your path into your current role? As our company and customer portfolio grew, there were a lot of growth opportunities from a CS perspective, and I moved into a management role.

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

ClientSuccess

JULY 9, 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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Question 1.

Consulting 40

Consulting Consulting Coaching Metrics 40

Toister Performance Solutions

SEPTEMBER 17, 2019

Your boss tells you to organize customer service training for your team. You don't have the time or resources to quickly create something in-house, so you consider bringing in an external consultant. How do you keep your boss happy without spending too much? Why should you trust me?

Customer Service 60

Customer Service Advertising Consulting Consulting 60

SmartKarrot

DECEMBER 8, 2022

Client partner is a relatively new position that has opened in the B2B SaaS (Software As A Service) world. In this blog, we focus on the definition of a client partner, their job role, and their job description. The responsibilities of a client partner. A client partner is the person clients work with directly.

Consulting 10

Consulting Consulting Accountability B2B 10

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Fortunately, there is an enormous amount of Key Performance Indicators (KPIs) to consider. You and I know that. Enter your business email. This will help you harness all the calls coming into your agency.

Call Center 52

Call Center Metrics Abandon rate Management 52