ClientSuccess

JANUARY 5, 2022

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. First, you and your internal team must identify the best person to take over the account. Want to learn more?

Accountability 68

Accountability Journey mapping Technology Personalization 68

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Accountability 62

Accountability Management Upselling SaaS 62

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

LiveVox

AUGUST 15, 2022

From standardizing interactions with customers, to 24/7 availability, to analyzing conversations that provide valuable compliance protections, AI is the new necessity for improving accuracy and speed in accounts recovery management.

Accountability 52

Accountability Management 52

CustomerSuccessBox

SEPTEMBER 30, 2021

Webinars are a condensed and easy way to find out more about a topic you like. We’ve gathered some of our favorite customer success webinars. Webinar 1 – How to Onboard Customers Remotely. Join us to discuss onboarding customers remotely on this webinar. Webinar 2 – How to do Churn analysis.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Management 108

Management SaaS Surveys Feedback 108

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. The ultimate difference between a Customer Services Manager and an Account Manager is both in their area of concentration and how each target their customers. . Let’s talk about Account Managers first.

Accountability 47

Accountability Management Upselling SaaS 47

Hodusoft

AUGUST 24, 2020

Plus, your retailers are likely to face the same situation and so will your enterprise customers with multiple branch locations when it comes to accounting. Join our webinar to know all about PBX billing software. Who this webinar addresses. MSPs gain by joining the webinar. How to login to the Webinar?

Interactive Voice Response 52

Interactive Voice Response Enterprise Accountability Consulting 52

Kayako

NOVEMBER 4, 2015

The founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints. The Q&A will be led by Kayako’s Head of Support Sarah Chambers, and you’ll have the chance to win one of two Small Business accounts with Sorry™! Sign up for the webinar now.

Banking 88

Banking Accountability Metrics Management 88

ClientSuccess

JULY 13, 2021

They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health. Webinar: How To Measure The Strength of Your Customer Relationships.

Accountability 52

Accountability SaaS Upselling Best practices 52

Lumoa

NOVEMBER 3, 2022

New signup methods will function alongside SSO Allows you to use one account for all services If you would like your existing account to instead be an account based on your Microsoft or Google credentials, please contact help@lumoa.me and we can migrate your old account to a new one. Check it out now !

Analytics 83

Analytics Feedback Accountability Marketing 83

Method:CRM

JUNE 10, 2015

Are you an accountant working with nonprofits who needs help getting their accounting practices whipped into shape? you’ll want to attend our June 17th webinar. Method:Donor – Donor Management Software for Nonprofits Using QuickBooks , hosted by Gregg Bossen. If your eyes just widened and you thought, “Yes!”

Accountability 64

Accountability Education Best practices Management 64

Education Services Group

JULY 21, 2022

We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs. So, we have a swarm CSM model, and we have eight CSMs managing that install base of 13,000 customers. And we walked them through what we do today from a customer lifecycle management perspective. How can we scale it?

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Management 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. As Untappd’s Customer Success team conducted outreach and learned more about their customers’ evolving situations, they took key actions, including: Tagging accounts in affected areas with temporary ‘Do Not Call’ flags in Salesforce.

Morale 72

Morale Education Surveys Accountability 72

Kayako

SEPTEMBER 3, 2015

We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. It is a two-in-one that keeps on giving long after the webinar itself is over. Two weeks before the webinar: We set a time.

Benchmark 106

Benchmark Marketing Advertising B2B 106

TechSee

SEPTEMBER 9, 2020

Repair and maintenance costs already account for an eighth of annual rental income , and those costs are rising fast – by almost 8% year on year. To deliver personalized tenant experience, property management organizations need to address a number of challenges. To learn more, watch this on-demand webinar. Reducing Costs.

Management 145

Management Engineering voip outsourcing 145

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? I have to ask What were the managers doing? However, getting to your goal by opening a fake account in one of your customer’s names is deplorable.

Banking 416

Banking Construction Accountability Sales 416

ChurnZero

FEBRUARY 1, 2024

Multithreading in customer success is the practice of mapping and building multiple relationships within your customer accounts, making your overall relationships more resilient to the common event of a champion or key contact leaving. Below, you’ll find Emilia’s answers to questions asked in the post-webinar Q&A session.

Accountability 52

Accountability CRM Sales Enterprise 52

Thinq

OCTOBER 6, 2017

In fact, voice still accounts for roughly 50% of all contact center interactions. Fortunately, we have built a better way for companies to manage their Toll-Free calling. You only pay for the minutes you use while we manage multiple carrier rate negotiations and interops for you. 5:46 – Call center trends.

Contact Center 55

Contact Center Technical Support Interactive Voice Response Call Center 55

Kapta Customer Success

JANUARY 23, 2023

I really enjoyed hosting a webinar with Betsy Westhafer of the Congruity Group, discussing the power of Customer Advisory Boards (CABs). She is an absolute pro on this topic.

Accountability 40

Accountability Management 40

Myra Golden Media

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. In my Guided Webinar , I’m walking you through precisely how to execute each of these four steps. Join Me for This Webinar!

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Coaching Contact Center Accountability Feedback 199

SmartKarrot

APRIL 13, 2023

In today’s economic environment, effective account management is essential for building and maintaining strong client relationships and achieving growth. From podcasts and webinars to blogs and social media posts, these influencers are using a range of channels to help other account managers learn, grow, and succeed.

Accountability 11

Accountability Management Consulting Consulting 11

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. Being outside of the office does not mean effective contact center management should be compromised. Expectations for quality customer interactions are diminished by management that is cold, short, and abrasive. This is essential.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Experience Management (XM) encompasses CX + EX + PX. NPS, CSAT, FCR, Health / Effort Score, etc.) So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

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. Whatever the business need behind your book shift—whether to enhance your customer experience, or to better manage growth—you’ll face a common set of challenges.

Best practices 52

Best practices Accountability Management Metrics 52

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. What Is Time Management? Time management is the process of planning how to divide your time among activities. In a customer support center, poor time management skills can have several not-so-desirable implications for customer experience.

Time management 56

Time management Contact Center Management Schedule adherence 56

CustomerSuccessBox

AUGUST 9, 2021

Finding the right Customer Success Manager is extremely important for every SaaS company today. The customer success manager is much more than the traditional account manager. 6 Attributes to Look for When Hiring New Customer Success Manager. Bonus tip: The guide to customer success manager.

Management 59

Management SaaS Accountability Customer Support 59

Totango

OCTOBER 22, 2020

The proper usage of an escalation management framework can help you avoid these churn-inducing scenarios. Aided by this software, your escalation management framework can be vigilant towards these indicators: 1. By tracking customer product usage , you are able to see how different accounts are using your products.

Management 64

Management Morale Enterprise Accountability 64

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar). So, now what? Wait, say that again?

Journey mapping 52

Journey mapping SaaS Metrics Engineering 52

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Some of the key takeaways from the webinar included: .

Chief Customer Officer 101

Chief Customer Officer Accountability Best practices Feedback 101

Totango

JUNE 3, 2022

While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. To help, we’ve created six email templates you can use for a variety of customer events, including: Customer success manager introductions. Sincerely, [CS Manager Name].

Feedback 108

Feedback SaaS Surveys Accountability 108

Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. From how to log in to how to manage their account, customers can either call for support or struggle to figure it out themselves.

Banking 52

Banking Accountability Customer Service Sales 52

ClientSuccess

FEBRUARY 20, 2019

ClientSuccess will host Julie Persofsky , Partner & Customer Success Advisor of Winning By Design , for this month’s customer success webinar series: How to Handle Churn as a Organization and Keep your Company Focused on Growth. In this webinar you will learn: How to evaluate the main cause of churn and what to do about it.

SaaS 40

SaaS Accountability Sales Marketing 40

RapportBoost

OCTOBER 20, 2018

– holding teams accountable, while having fun. Heidi Rote is a recognized expert in contact center management and inside sales, having been named to the 1st Annual ICMI Movers and Shakers list this year in the “Customer Experience Leaders” category. ” Registration information for the webinar can be found at [link].

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Contact Center Sales Average Handle Time Metrics 70

ClientSuccess

FEBRUARY 1, 2022

If you’re going through a merger or acquisition or want to ensure your team is prepared to manage M&A if and when the opportunity arises, here are six fail-proof steps to implement a seamless, pain-free process for your customers. Manage through the change. Research the details. Ready to learn more?

Management 52

Management Revenue potential SaaS CRM 52

ClientSuccess

JUNE 29, 2018

ClientSuccess hosted Lukas Quanstrom, CEO & Co-Founder, Ontic and 2017 Customer Success Innovator of the Year Finalist, for this month’s customer success webinar series: Churn Probability Score: How to Recognize Risks and Predict Customer Success. In this webinar you will learn: • What is a Churn Probability Score (CPS). •

SaaS 41

SaaS B2B Accountability Management 41

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Accountability 42

Accountability Upselling SaaS Feedback 42