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

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. 5 Metrics that shape your SaaS customer support model. Customer satisfaction score (CSAT).

Metrics 80

Metrics SaaS Surveys Enterprise 80

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Makes a Good Customer Success Manager?

Management 91

Management Upselling Coaching Best practices 91

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. From : Vic Kasoff , Director of Customer Experience. With so many priorities being juggled by the CSM team, time management and prioritization are key.

Customer Experience 40

Customer Experience Best practices SaaS Engineering 40

ChurnZero

JUNE 12, 2020

Systems: CSM tool management and implementation, CRM ownership of customer elements. Strategic initiatives: product, customer experience, marketing, engagement initiatives. Customer Success leaders and managers are busy gaining, retaining, and growing customers. Strong Excel and Salesforce skills.

SaaS 80

SaaS Metrics Customer retention Analytics 80

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

Education Services Group

JULY 20, 2021

Outside of that, one major thing to think about when automating is the number of actions you automate to the customer aren’t the only automations. As much as you automate to the customer, consider automating activities to your CSMs. Creating a company charter for your Customer Success initiatives is a good place to start.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98