ClientSuccess

FEBRUARY 8, 2023

NRR : net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue. Average number of engaged contacts : every customer account has a handful of key contacts or stakeholders driving your project on their side.

Metrics 75

Metrics Upselling B2B SaaS 75

ClientSuccess

JUNE 15, 2021

During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. When customer success is a company-wide goal, every team should have some visibility into how things progress with customer accounts.

Upselling 52

Upselling Accountability SaaS Metrics 52

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

CSM Practice

FEBRUARY 12, 2020

This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. This includes the support team, customer success team, delivery or service team, and account managers. DOWNLOAD the Expansion Selling eBook: [link]. Qualitative Data. Quantitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Noble Systems

MAY 11, 2021

Enhance analytics, identify process gaps and identify trends. By spotting trends, speech analytics and ASR can identify best practices that can be shared with all agents. Ebook: Learn From Every Customer Conversation . Capture Sentiment.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ClientSuccess

MAY 14, 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. Determining where and how to spend our time, even with the best intentions and data, can sometimes be a struggle. Reactive vs. Proactive.

Accountability 45

Accountability SaaS Metrics Education 45

ClientSuccess

SEPTEMBER 5, 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. 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 40

Best practices SaaS Accountability Metrics 40

Interactions

OCTOBER 31, 2019

In order to compare results and see trends in customer behavior and perception, direct VoC programs are typically run periodically. . The indirect method is best described as“listening” to customers. Create accountability, ownership, and prioritize actions.

Journey mapping 48

Journey mapping Construction Feedback Customer centricity 48

Playvox

APRIL 19, 2023

All of these factors, however, can easily be avoided with a change of mindset — and some best practices — not only for the agent but for the organization as a whole. By adhering to their schedules , agents ensure that their availability is accounted for when scheduling tasks and allocating resources.

Time management 56

Time management Contact Center Management Schedule adherence 56

ClientSuccess

OCTOBER 22, 2019

There’s no denying that this customer engagement trend is here to stay. 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. . Don’t skimp on account planning. Webinar: The Customer Success Advocacy Ladder.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ChurnZero

OCTOBER 22, 2020

Integration with voice of the customer and account-based marketing platforms will help with these goals. The role of Customer Success in keeping SaaS companies alive is too substantial to wing it by relying on a homegrown solution that accounts for a fraction of an outsourced product’s functionality. Not to mention the maintenance.

CRM 59

CRM Customer retention Technology Best practices 59

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

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. 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?

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ClientSuccess

MAY 8, 2019

Your relationship with the executive sponsor for any given customer could make or break your long-term partnership It’s critical to have a strong relationship with each executive sponsor When that relationship fractures or if the executive sponsor leaves the company, consider the account high risk. Average Days to Onboard (ADO).

SaaS 59

SaaS Metrics Accountability industry standards 59

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. 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 52

Best practices SaaS Metrics Accountability 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. 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?

Management 51

Management Accountability Best practices SaaS 51

Talkdesk

APRIL 12, 2016

You can access more content like this by downloading our TOPO Sales Summit Ebook. Without further ado, here are the top six best quotes from TOPO Summit 2016. In it, he spoke about the rapidly evolving sales landscape and pointed to trends. Blackjack was big data before big data even existed.” – Jeffrey Ma. Click to Tweet.

Sales 40

Sales Big data call center software Best practices 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

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. 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 42

Best practices B2B SaaS Feedback 42

Nicereply

NOVEMBER 21, 2023

When to Use: Quarterly or bi-annual check-ins After a significant amount of time has passed since the last transaction On the anniversary of a customer’s account creation or subscription renewal Why They Matter: Relational NPS surveys provide a bird’s-eye view of customer sentiment, capturing trends over time.

Surveys 59

Surveys B2B Feedback Education 59

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. 1) Revenue tier or account type (ie strategic, high vs low touch), (2) Industry, (3) features and functionalities, and (4) system requirements or integrations.

Best practices 48

Best practices Accountability SaaS Metrics 48

Nicereply

APRIL 30, 2020

This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. Check out the latest market trends and craft your customer communications using slang that customers can relate to. In today’s world, users are looking out for information everywhere.

Sales 69

Sales Customer Service Upselling CRM 69

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. 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? Company : Loopio.

Management 41

Management Best practices Customer centricity SaaS 41

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. As you know Customer Success is still a newer discipline and standard best practices are not yet well-defined.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

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. Sales, marketing, product, business intelligence, accounting, and the other groups you work with all have vastly different goals.

Management 70

Management Chief Customer Officer Best practices Consulting 70

Noble Systems

MARCH 19, 2021

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). A call center for small business can move routine customer queries to self-service, such as confirming appointments, checking order status or account balances, or even paying a bill.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Download Now: See what trends Frost & Sullivan say are shaping contact centers this year. Get the ebook.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SmartKarrot

JUNE 24, 2021

The community answers questions about best practices, strategies, and more to support CS leaders. These slack workspaces for CS professionals are helpful in discussing CS topics, resources, best practices, networking, and more. Gain Grow Retain. The forum also has events that a member can join. CS in Focus.

SaaS 17

SaaS Best practices B2B Customer retention 17

PeopleMetrics

DECEMBER 5, 2014

And yes, it matches the address you have in your files for my account. So here are four best practices some companies are employing to help them cement solid, lasting relationships with their customers. There is a refreshing trend toward transparency and honesty in marketing communications. Easy button, right? "We

Brand ambassadors 76

Brand ambassadors Banking Advertising Education 76

ChurnZero

DECEMBER 20, 2019

The best and worst customers get enough attention. Increase focus on ‘meh’ accounts. . The accelerating trend toward the direct connection of CS teams to revenue is very likely to continue to increase in 2020, and I think this is a very good thing for the profession as a whole. Get your own free copy of this eBook.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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. Doing so regularly strengthens a CSMs position within that account. I love that; as our clients are successful, we’re successful. Question 5.

Feedback 40

Feedback Sales Metrics SaaS 40

ClientSuccess

OCTOBER 22, 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. Doing so regularly strengthens a CSMs position within that account. I love that; as our clients are successful, we’re successful.

Management 41

Management Feedback Personalization SaaS 41

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. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ClientSuccess

JANUARY 30, 2023

Setting realistic ACV targets to ensure each CSM can devote enough time and attention to their accounts is essential. The simpler the product is to set up, learn, and use, the more customer accounts the CSM can manage. In that case, your CSMs will need to spend considerable time on each account.

Best practices 70

Best practices Accountability SaaS Enterprise 70

CrazyCall

AUGUST 8, 2019

That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. It’s worth noting in particular that the inbound call volume has no much value in itself if you ignore its trends and lump calls altogether. Right Party Contact. First Call Close.

Call Center 52

Call Center Metrics Abandon rate Management 52

Noble Systems

MARCH 22, 2021

In the first blog in this 2-part series, we discussed the top healthcare contact center trends. It promotes sharing of best practices and speed of issue resolution. It assists agents with the next best action or alerts supervisors when intervention can help. 6 Healthcare Call Center Technologies.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98