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.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Talkdesk

APRIL 13, 2021

By partnering with leading customer experience consultancies to outsource administrative efforts, we aim to reinforce our commitment towards providing customers with a better agent and customer experience, and increased customer advocacy. Why did Talkdesk choose PPT Solutions as our first Managed Services partner?

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

CustomerSuccessBox

MAY 31, 2021

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. Essential Responsibilities of Customer Success Managers. Onboarding Customers.

Management 52

Management SaaS Customer advocacy Accountability 52

InGenius

APRIL 20, 2018

For all you customer success managers out there, you may have seen our own Jorie Basque featured recently as a mentor on CSM from the Trenches , a community launched by ClientSuccess. Jorie plays an important role here at InGenius as a Customer Relationship Manager and we're so pleased to share her words of wisdom on customer success.

Management 63

Management Customer advocacy Best practices Personalization 63

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. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 45

Totango

DECEMBER 6, 2021

A positive post-sale experience encourages customers to expand their use of a brand’s products, renew their subscriptions and become loyal brand advocates, referring new customers who will soon become loyal advocates as well. Automated workflows can then be set up to implement best practices that promote desired outcomes.

SaaS 92

SaaS Best practices Journey mapping Customer advocacy 92

CustomerSuccessBox

SEPTEMBER 20, 2021

As well as their actionable customer success platform they provide a widely respected blog. Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. Top reads: Managing Customer Success to Reduce Churn.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ClientSuccess

DECEMBER 5, 2022

Aim for a group of 10-12 customers that represent a variety of characteristics, including big names and lesser known influencers who are passionate about your product. Find customer champions. Even in the beginning stages of a business, it’s important to create an early customer advocacy CAB. Invite from the top.

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

AskNicely

SEPTEMBER 25, 2018

While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Even worse, companies that lack high-level support for NPS tend to experience both higher customer turnover and significantly lower revenue growth. Still Room For Improvement.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

Influitive

AUGUST 17, 2020

In the most recent installment of our customer success webinar series, I had the opportunity to chat with the two rockstars behind Marketo Engage’s award-winning customer advocacy program: Kevin Lau, Global Head of Customer Advocacy, and Will Harmon, Customer Marketing Manager.

Customer advocacy 59

Customer advocacy Marketing Management Best practices 59

Amity

DECEMBER 21, 2017

Why not start with some Customer Success videos? 6 TED Talks That Are Surprisingly Relevant to Customer Success. 5 Powerful Videos That Spotlight Customer Advocacy. 2017 Rewind: Your Customer Success Playlist. Here are some pieces around aligning Customer Success and other teams. Need we say more?

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus?

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

CustomerSuccessBox

MARCH 17, 2022

A playbook is a set of actions, next moves, and strategic things that Customer Success Managers (CSMs) can use to assist clients in achieving a scalable goal or aim. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! Tasks for Customer Success Managers.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

GetFeedback

JANUARY 15, 2020

Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . When she joined she was a one-woman team running Voice of the Customer (VoC); now she leads BRP’s global customer advocacy efforts. . An automated VoC solution. It’s so exciting! .

Customer advocacy 60

Customer advocacy Self service Coaching Feedback 60

ClientSuccess

APRIL 4, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Jorie Basque , Customer Relationship Manager. True customer advocacy – giving everything I have to building customer success as a culture.

Management 40

Management Customer advocacy Best practices SaaS 40

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. The growth of customer advocacy has been a boon for customer success teams for a few reasons.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

AUGUST 10, 2021

According to the survey results, The health score is more common by 7% in companies that have more than 100 customers. And Companies, where CSMs manage less than 60 accounts or less. Customer Health Scores are more Popular in High Touch Engagement Models. Suggested Reading- Best practices for configuring a customer health score.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

Influitive

OCTOBER 21, 2015

“We want to keep the relationship with the individual to help them grow their careers—and consider bringing us with them to their next job,” says Merissa Hamilton , Manager of Customer Advocacy at Marketo. . Advocate marketing programs can help employees enjoy their jobs more, and in turn, provide better service to customers.

B2B 99

B2B Marketing Customer advocacy Upselling 99

Mindtouch

MARCH 14, 2017

.” Catherine Blackmore, GVP Global Customer Success, Oracle Marketing Cloud. Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

CustomerSuccessBox

MAY 9, 2022

While your company can recruit additional Customer Success Managers and improve the customer experience, you’ll also need a Customer Success dashboard that provides revenue insights into every aspect of the customer journey. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. You can watch him speak at Customer Advocacy conferences.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ChurnZero

MAY 12, 2020

Notable Episode: Episode 195 – You Mon Tsang on Customer Success, Plus ChurnZero’s Remote Work Framework. . Host: Andrew Michael , Business Intelligence Manager, Hotjar. Host: Nate Fiedler , Customer Retention Strategy Manager, Box. Notable Episode: Episode 10 – Successful Change Management in Customer Success. .

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

Totango

OCTOBER 22, 2019

Currently onboarding customers . Best practices: . Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Drive customer advocacy by providing a simple, effective onboarding process. Proactively manage customer communications.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

SmartKarrot

NOVEMBER 2, 2022

Strategic account management is a business practice involving activities like providing customers with the best support and services, thus increasing their consumption of products and services offered by the business. Challenges are inevitable in growing customer accounts.

Accountability 10

Accountability Management Best practices Customer advocacy 10

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

SmartKarrot

NOVEMBER 22, 2022

Consistently meet targets for customer satisfaction, issue resolution, cross/up-sell, and the economics of customer care organization. Build an engine for positive team growth across recruiting, training, management, and operations. Supporting such local delivery of global programs managed from other regional centers.

Best practices 19

Best practices Customer advocacy Government Upselling 19

Nicereply

JUNE 21, 2021

Staying positive under pressure is a skill that takes a lot of practice. Maintaining the same customer-facing tone, helpful attitude, and all other customer service best practices can be incredibly difficult when ticket loads spike or some mass failure event occurs. Staying Positive in Crisis Mode.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. If you operate Customer Success as a business and start thinking bigger and ‘outside the box,’ then you can elevate the conversation at the upper management level to become a strategic department and not just tactical.”.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Taylor Reach Group

FEBRUARY 22, 2019

Depending on the severity of the failure, delivery may be anywhere on a priority continuum from; ‘Give the customer the remediation steps when they experience the failure.’. Here are three examples from the industry; 1) The smartphone applet community is a great example of best-practice; low CES with transparent delivery.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

SmartKarrot

MAY 11, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Cherry As a Customer Success Manager, you’ll establish connections with a variety of partner practises to promote mutual success by retaining and increasing Cherry transaction volume.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. Q: How would you define great customer experience? Giving customers what they want when they want it, how they want it.

Surveys 87

Surveys Customer advocacy Sales Feedback 87

Education Services Group

JUNE 12, 2023

Not everyone does it exactly like this, but we’ve seen many a customer journey map in all our years helping businesses build them. While there is no universally accepted, one-size-fits-all model for the journey, we’ve divided it into the five stages that broadly fit CS best practices the most.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

SmartKarrot

OCTOBER 20, 2022

Role: Customer Success Manager Location: Remote, New York, NY, US Organization: Tremendous As a Customer Success Manager, you will onboard high-value clients. This consists of running onboarding sessions, managing timelines, and ensuring the new sales wins come to fruition successfully. Account management.

Customer advocacy 19

Customer advocacy Enterprise Best practices Upselling 19