article thumbnail

9 Customer Success Playbooks Every Customer Success Team Should Have!

CustomerSuccessBox

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! Upsell Playbook. Customer Advocacy Playbook.

article thumbnail

Why Customer Success-Powered Growth Starts With Executive Buy-in

AskNicely

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Top 10 Customer Success blogs to start reading today

CustomerSuccessBox

Ellie Wu – the founder and chief evangelist behind Picture CS has a first-hand understanding of customer lifecycle and Customer Success. The platform was created to share best practices, identify challenges and constraints and find ways to solve it. Recommended read: Top traits of a Customer Success leader.

article thumbnail

How to make a Customer Success Dashboard that Works

CustomerSuccessBox

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
article thumbnail

What Does the Growth of Advocacy Mean For Customer Success Teams? 

ClientSuccess

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.

article thumbnail

Forrester: Advocate Marketing Is Critical To B2B Success

Influitive

“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
article thumbnail

Develop a Customer Journey Strategy: Examples and Tips

Totango

Segment the following customers: New customers pending onboarding. 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. Proactively manage customer communications. At-risk customers.