ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Yes and no.

Best practices 52

Best practices Accountability Management Metrics 52

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. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. By the time an issue is found, the customer experience has already suffered.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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. Why Follow the Golden Rule?

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

JANUARY 3, 2023

To measure this, many businesses use a Net Promoter Score (NPS), an index ranging from -100 to 100 that indicates customer loyalty and overall satisfaction with your offering. Additionally, ask customers why they either do or don’t refer your product or service. Shows that you’re genuinely curious about how the customer’s world works.

Best practices 81

Best practices Consulting Consulting Metrics 81

ClientSuccess

JANUARY 10, 2020

By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. . Ask for feedback – and take this into account. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. .

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

By putting metrics in place and tracking real-world activities to each of these KPIs, onboarding teams can be more focused on how they work with customer groups. . Ask for feedback – and take this into account. . First, you can ask customers to fill out a survey or even give in-person feedback on the day of the onboarding. .

Best practices 64

Best practices Metrics Feedback SaaS 64

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. This is to ensure the board – and the customers selected for the board – is mutually beneficial and is meeting outlined objectives. Ready to learn more?

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Noble Systems

MARCH 18, 2021

In Part 1 of this 2-part blog series, we will discuss the top trends and healthcare call center best practices to consider. New tools can also improve existing patient loyalty by providing better experiences that garner greater satisfaction. Healthcare Call Center Best Practices and Trends to Consider.

Healthcare 53

Healthcare Call Center Gamification Best practices 53

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. At Omniture, one Strategic CSM in EMEA was a vital part of driving value for an esteemed Global Fortune 100 customer one year. Who Owns the Renewal?

Management 87

Management Accountability Sales Upselling 87

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. They expect personalized, relevant experiences.

Accountability 55

Accountability Marketing B2B Personalization 55

Noble Systems

MAY 11, 2021

For contact centers, ASR is often the first point of interaction between a brand and its customers, and is fundamental to gaining consumer insights through conversation analytics. it can also raise the level of customer experience. Connecting customers to the right agent. Ebook: Learn From Every Customer Conversation .

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

Surveys 59

Surveys B2B Feedback Education 59

Interactions

OCTOBER 31, 2019

With a large range of sophisticated data analysis tools available today, this method can discover hidden customer sentiments and issues that can lead to major improvements in the customer experience. Create accountability, ownership, and prioritize actions. Steps to Building a Successful VoC Program.

Journey mapping 48

Journey mapping Construction Feedback Customer centricity 48

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

SaaS 59

SaaS Metrics Accountability industry standards 59

Clarabridge

FEBRUARY 2, 2017

These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. This lets you better serve account holders, address regulatory requirements, and ultimately, keep customers coming back. 22% of customers think banks are all the same.

Banking 45

Banking Advertising Accountability Best practices 45

Comm100

NOVEMBER 25, 2020

Customers don’t expect anything less than instant and customized service. Whether it’s product queries, account issues, appointment rescheduling, or general doubts, they want timely and correct solutions – always. Best Practices for Digital Omnichannel Customer Service.

CRM 52

CRM Customer Service Banking Chatbots 52

Peter Lavers

JULY 6, 2016

Here are just two reasons why silos affect the customer experience: I often encounter staff having objectives that are for the benefit of the silo rather than the company as a whole – effectively creating unhealthy competition because collaboration is made painfully hard. For most of us, therefore, it describes a painful reality.

Customer centricity 100

Customer centricity B2C B2B Engineering 100

ClientSuccess

OCTOBER 22, 2019

While brand advocacy certainly isn’t new and definitely isn’t going anywhere, it isn’t always an easy thing to make room for in your customer success strategy. After all, customer-focused teams have been so focused for so long on growing accounts however they can that making decisions based on customer value might not come easy. .

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

Clarabridge

FEBRUARY 2, 2017

These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. This lets you better serve account holders, address regulatory requirements, and ultimately, keep customers coming back. 22% of customers think banks are all the same.

Banking 40

Banking Advertising Accountability Best practices 40

ChurnZero

OCTOBER 22, 2020

Integration with voice of the customer and account-based marketing platforms will help with these goals. These solutions are also relevant to companies with customer experience programs, and can be used to fill the gaps within their existing sales, marketing and customer support processes.”.

CRM 59

CRM Customer retention Technology Best practices 59

inmoment

AUGUST 24, 2020

Unanticipated costs can quickly become the bane of any business project, customer experience (CX) or otherwise, if they’re not carefully considered before pens have been put to paper. It’s thus imperative for CX practitioners who want to pitch their programs to anticipate and prepare for unexpected costs as much as possible.

Customer centricity 52

Customer centricity Self service Feedback Analytics 52

Playvox

APRIL 19, 2023

In a customer support center, poor time management skills can have several not-so-desirable implications for customer experience. At an organizational level, longer wait times due to bad time management will result in poor customer experience, and, in turn, a loss of customer loyalty.

Time management 56

Time management Contact Center Management Schedule adherence 56

ClientSuccess

OCTOBER 3, 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 : Russell Gray , Director of Customer Success. An engaging read on how to build a company where customer experience comes first. “

Best practices 52

Best practices SaaS Metrics Accountability 52

ChurnZero

DECEMBER 14, 2018

The Student Success Manager executes on customization requirements, and specializes in meeting the needs of our platform users. Brooke Goodbary, Customer Success Expert, dataxu. Marcel Andrei, Customer Success and Product Marketing Manager, Paymo. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

Upselling 45

Upselling Best practices Education Customer retention 45

Nicereply

APRIL 30, 2020

Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. Look at these figures that indicate how customer experience and better services can impact a company’s growth; 77 % of people are likely to recommend your products or services if they love the experience.

Sales 69

Sales Customer Service Upselling CRM 69

ClientSuccess

NOVEMBER 15, 2017

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. The customer lifecycle the moment that experience your brand. How Is Your Organization Handling Customer Lifecycle Management?

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

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. One family member never even created an account to join the trial and a majority of the others hardly gave it a half-effort (at best).

Management 51

Management Best practices SaaS Metrics 51

ClientSuccess

APRIL 18, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Steps 2-5: Customer Lifecycle Objectives and Plans. Think of how you’ve provided value to your customers. Red account (ie desire to churn, explicit or implied).

Best practices 48

Best practices Accountability SaaS Metrics 48

ClientSuccess

OCTOBER 5, 2017

Within the last decade, technological advancements have pushed the customer success industry forward by leaps and bounds. CSMs no longer have to rely on telephone calls, paper surveys, or even tedious spreadsheets that house account information. Increase in Competition.

SaaS 41

SaaS Best practices Accountability Technology 41

Noble Systems

MARCH 19, 2021

You won’t have to transfer a caller around to get them an answer – which is often one of the biggest customer complaints about customer service. The IVR can also provide advanced features, such as self-service for items that don’t necessarily require a live person (ie, checking an account balance). allow the number.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

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. Customer Success starts and ends with helping others realize value. Ultimate Guide to SaaS Customer Success Metrics. They’re now worth $5.6

Management 70

Management Chief Customer Officer Best practices Consulting 70

LiveChat

MAY 9, 2017

You open your Facebook account and see two or three offers Facebook thinks you may like. Email best practices. While it’s quite easy to start with email marketing, it’s easy to make a huge mistake if you don’t know what the best practices are and what can harm your image and annoy your subscribers.

Marketing 48

Marketing Advertising Best practices Accountability 48

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Dreamforce has grown into so much more than a conference, it’s an experience like no other.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ClientSuccess

MARCH 28, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Sara Masson , Senior Customer Success Manager. Ultimate Guide to SaaS Customer Success Metrics. Mieke Maes, Intuo – 5 Keys to an Effective Customer Apology.

Management 41

Management Best practices Customer centricity SaaS 41

ChurnZero

MARCH 11, 2020

Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. This makes downstream reporting and analysis much simpler, and we can avoid the risk associated with double counting customers and revenue. Customer Success Around the Web.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ChurnZero

NOVEMBER 30, 2018

The question is then, when and how do we carve off components of the lifecycle and how do we do that without destroying the customer experience or the business. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. The end of the year is a busy time for Customer Success teams.

Customer Support 49

Customer Support SaaS Best practices Metrics 49