ClientSuccess

JANUARY 10, 2020

Simply put, when onboarding teams and customers aren’t on the same page, these situations typically don’t end very promising. Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics Feedback SaaS 64

ClientSuccess

MARCH 21, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our Customer Success careers.

Customer Experience 40

Customer Experience Best practices SaaS Engineering 40

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?

SaaS 75

SaaS Enterprise Feedback Surveys 75

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?

Surveys 78

Surveys Feedback SaaS B2B 78

ChurnZero

DECEMBER 28, 2018

Check out this post to see how to successfully re-engage with a customer. Customer Experience & Customer Success: Are they the same? These days there’s a lot of discussion about both Customer Success and Customer Experience. The end of the year is a busy time for Customer Success teams.

Best practices 49

Best practices Metrics SaaS Sales 49

ClientSuccess

OCTOBER 22, 2019

It marks a turning point in SaaS strategy from doing whatever it takes to grow a business to ensuring customer-focused decisions throughout the entire vendor/consumer relationship. . The growth of customer advocacy has been a boon for customer success teams for a few reasons. Start succeeding with customer advocacy today.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

ClientSuccess

APRIL 26, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Rachel McElwain , Head of Customer Success. Ultimate Guide to SaaS Customer Success Metrics. Let’s get started with this week’s post! Question 1.

Best practices 40

Best practices SaaS Metrics Feedback 40

ClientSuccess

OCTOBER 5, 2017

Customer success is an ever-changing role. Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. It’s important, however, to understand how new trends impact the day-to-day tasks of customer success professionals. Remote Experience. Increase in Competition.

SaaS 41

SaaS Best practices Accountability Technology 41

ClientSuccess

APRIL 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Principle 2: Ensure Customer Onboarding Readiness. Explain what additional resources are available to facilitate a smoother customer experience.

Best practices 42

Best practices SaaS Sales Surveys 42

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

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. 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. The end of the year is a busy time for Customer Success teams.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

ClientSuccess

JUNE 28, 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 : Rasmus Justesen , Head of Customer Success. Ultimate Guide to SaaS Customer Success Metrics. Company : Traede. Question 1.

Best practices 40

Best practices SaaS Metrics Management 40

ChurnZero

MARCH 11, 2020

This is a valuable practice that increases our ability to close new business. However, SaaS companies should also be taking advantage of the opportunity to learn from churned (and renewed) customers using similar techniques. What advice would you give us to help serve our customers better in the future?

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

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. How Is Your Organization Handling Customer Lifecycle Management? Customer Success as a Culture: Customer Success Leaders Edition.

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

Management 51

Management Best practices SaaS Metrics 51

ClientSuccess

MAY 2, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Best practices 42

Best practices SaaS Metrics Sales 42

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

AUGUST 24, 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 : Vic Kasoff , Director of Customer Experience. Ultimate Guide to SaaS Customer Success Metrics.

Management 40

Management Chief Customer Officer Best practices SaaS 40

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

SaaS 40

SaaS Best practices Personalization Metrics 40

ClientSuccess

APRIL 11, 2018

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

Chief Customer Officer 40

Chief Customer Officer Best practices SaaS Metrics 40

SmartKarrot

JUNE 24, 2021

Customer Success Forums. Customer Success Forum. The customer success forum is a global CS community that is of great value to customer success and customer experience folks. The founder Mikael Blaisdell leads the Customer Success Association and offers both paid and free membership plans. BreakoutCS.

SaaS 17

SaaS Best practices B2B Customer retention 17

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.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ClientSuccess

OCTOBER 10, 2017

CSMs and customer success leaders are sometimes pulled in at this stage to provide context or answers around exactly what the onboarding or renewal stages look like. Many organizations looking to enter into a relationship with a SaaS vendor like to get these questions out of the way early to avoid any confusion later on down the road.

Metrics 40

Metrics SaaS Sales Accountability 40

ClientSuccess

MARCH 13, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Sam Feil , Customer Success Manager. Time management has always been a practice I’ve been looking to better as a CSM. Company : ClientSuccess. Question 1.

Management 40

Management Best practices SaaS Metrics 40

ChurnZero

OCTOBER 22, 2020

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.”. When it comes to customer retention, there’s business-altering revenue at risk. Customer Success Around the Web.

CRM 59

CRM Customer retention Technology Best practices 59

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. Let’s get started with this week’s post! Question 1.

Management 41

Management Best practices Customer centricity SaaS 41

ClientSuccess

JANUARY 5, 2018

The entire customer journey is defined in the first few meetings between a customer and a customer success manager (CSM). Onboarding is an extremely critical point in the customer experience. The onboarding phase is a critical time for customers, so it shouldn’t be rushed or expedited in any way.

Journey mapping 40

Journey mapping SaaS Feedback Sales 40

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

Best practices 48

Best practices Accountability SaaS Metrics 48

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . 2020 will be all about putting customers’ experience and success at the forefront of all departments across the company. . .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

JivoChat

MARCH 20, 2022

But, to conquer customers and sell through the internet, it is important to pay attention to the details, having an ecommerce website isn’t enough, you need to provide a satisfactory customer experience too. . B2C, B2B, SaaS (software as a service), physical products, services? Provide Excellent Customer Experience.

Marketing 75

Marketing Sales B2C B2B 75

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

ClientSuccess

MAY 31, 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? Question 1.

Best practices 40

Best practices SaaS Engineering Enterprise 40

ClientSuccess

MARCH 20, 2018

Head of Customer Success. Customers ultimately value results over relationships and the best companies are delivering results through extraordinary customer experiences.”. Customer Success is about making your product work for your customers’ jobs to be done—useful, effortless and enjoyable.”.

Coaching 40

Coaching SaaS Engineering Best practices 40

ClientSuccess

APRIL 13, 2017

Similarly, when a CSM helps a customer in a more proactive approach and on a daily basis, they become the customer’s champion for change. If they see a recurring issue or notice difficulties with the UI or customer experience (no matter where that problem may be in the organization) they are can help to improve the process.

Customer Support 41

Customer Support SaaS Upselling B2B 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. As a SaaS company our customers are in the product every day so it’s important we’re connecting them with the team directly in charge of the product.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21