ClientSuccess

JANUARY 11, 2023

Regularly monitor customer performance and identify opportunities for improvement. Measure customer success metrics for meaningful insights. Focus on customer retention and long-term ROI. Learn more about building customer loyalty in this ebook. 3 Steps to Putting Your Customer First This Year.

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

FEBRUARY 8, 2023

It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

SaaS 71

SaaS Upselling Accountability Sales 71

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. finding and managing a core customer base. eBook: 5 Ways to Surprise & Delight Your Customers. Happy CAB-ing!

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. For many, onboarding is one of those situations.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating. For many, onboarding is one of those situations.

Best practices 64

Best practices Metrics Feedback SaaS 64

Nicereply

NOVEMBER 24, 2022

Business growth tips – find out more about best practices and useful tools. To survive, you need to constantly attract new customers, increase revenue, improve retention, and the list goes on. blogs, listicles, ebooks, videos, etc.) This includes not only the content you create (ex.,

outsourcing 59

outsourcing Entertainment Customer retention Sales 59

inSided

OCTOBER 2, 2019

That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) I know what you are thinking, what has self-service got to do with increasing customer retention? at the forefront of your overall business goals. What’s more?

Self service 67

Self service B2B SaaS Gamification 67

JustCall

MARCH 9, 2023

Customer service is important for several reasons: Improved customer satisfaction and more sales: Good customer service helps build customer satisfaction and loyalty, which can lead to repeat business and positive word-of-mouth referrals. A mere 5% increase in customer retention can boost profits by more than 25%!

Customer Service 40

Customer Service Customer retention Upselling Advertising 40

ChurnZero

DECEMBER 27, 2019

5 Common Mist a kes Customer Success Managers Make When Managing Their Day . Do you have enough empathy to know how your response is being received through your customer’s eyes? 6 Customer Retention Strategies That Kee p Customers Coming Back . Customer Success Resource.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

ChurnZero

DECEMBER 14, 2018

Each partner works directly with two team members — a Partner Success Associate, who specializes in project management, and a Partner Success Lead, who specializes in strategy/renewals. The Student Success Manager executes on customization requirements, and specializes in meeting the needs of our platform users.

Upselling 45

Upselling Best practices Education Customer retention 45

ChurnZero

OCTOBER 22, 2020

In fact, Gartner’s Hype Cycle report , which helps applications leaders assess the maturity and business impact of technologies, gives Customer Success software a maturity level of “early mainstream,” which possesses attributes of being a “proven technology” with “vendors, technology, and adoption rapidly evolving.”.

CRM 59

CRM Customer retention Technology Best practices 59

ClientSuccess

DECEMBER 20, 2018

The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Customer Retention Rate/Customer Churn Rate. To learn the formulas and definitions from above download our eBook called The Ultimate Guide to Customer Success Metrics. Revenue Churn Rate (Gross and Net).

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Nicereply

NOVEMBER 21, 2023

This allows customer experience professionals to understand long-term customer satisfaction and identify areas for strategic improvement. Here are some critical touchpoints to consider: Initial Onboarding: This is an optimal time for a transactional NPS survey to understand the first impressions your service leaves on new customers.

Surveys 59

Surveys B2B Feedback Education 59

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. That’s why banks must monitor, analyze, and manage the customer experience.

Banking 45

Banking Advertising Accountability Best practices 45

ClientSuccess

MAY 8, 2019

A purely data driven approach may give you false-positive or false-negative signals By taking a holistic approach at all touch points of the customer experience—not just those directly tied to product or usage—SaaS companies more accurately determine the health of their customer base and take actions that improve customer health and retention.

SaaS 59

SaaS Metrics Accountability industry standards 59

ChurnZero

NOVEMBER 30, 2018

To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot. Speaker: Michael Redbord, Vice President & General Manager, Service Hub, HubSpot. Q: What are your favorite metrics to track when it comes to Customer Success?

Customer Support 49

Customer Support SaaS Best practices Metrics 49

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. That’s why banks must monitor, analyze, and manage the customer experience.

Banking 40

Banking Advertising Accountability Best practices 40

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . CS and Product work lockstep to meet customer needs and wants. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Comm100

JUNE 5, 2018

It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers. Advancing Customer Service. Knowledge Management.

Contact Center 49

Contact Center Chatbots Call Center Self service 49

Comm100

AUGUST 1, 2018

It is important to first define the responsibilities assigned to different levels starting with the frontline team, then management up to the executive. The main goal is to ensure retention of clients. Neil Pasricha published on Fast Company a captivating story of an Uber driver who has managed to maintain a rating of 4.99

Customer Experience 40

Customer Experience Feedback Best practices Customer retention 40

SmartKarrot

JUNE 24, 2021

Success Hub is a free community from PracticalCSM for all aspects related to customer success career development, management training, process, research, and more. Gain Grow Retain is an open, free community for customer success leaders of B2B SaaS organizations. Customer Success Leaders Institute. Gain Grow Retain.

SaaS 17

SaaS Best practices B2B Customer retention 17

JivoChat

APRIL 1, 2021

However, in the customer-centric era, transparency and clear communications are vital tenets for customer retention. This article will discuss automated reply messages in-depth and show you how your business can leverage these ideas across multiple channels to build stronger customer relationships and drive sales.

Chatbots 52

Chatbots Personalization Best practices Multichannel 52

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. Listening, questioning, and sparking dialogue has shifted how I interact with customers. To give us an even better solution.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

SmartKarrot

MARCH 2, 2022

Best practices for content marketing. HubSpot offers exclusive content in form of ebooks, webinars, etc, in exchange for contact information. One of the best examples of doing code marketing right is the example of Slack. Best practices for code marketing. Kissmetrics uses emails the best.

SaaS 12

SaaS Marketing Upselling Engineering 12

SmartKarrot

JANUARY 5, 2021

He is the Executive Director at The Customer Success Association and as the Director/Analyst of Mikael Blaisdell & Associates Inc. , he has been supporting the customer relationship management professionals and teams for over decades now. Customers are nothing but normal people like us. Rick Adams. Peter Armaly.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SmartKarrot

APRIL 23, 2020

Phillip Kotlers 4P’s keeps getting debated upon why the customer is not one of the P’s, and the answer always is that the customer is the common focus upon which the 4P’s then apply. Similarly, a basic plan for a customer success manager is already into place. To learn more download our Customer Health Score ebook here.

B2B 10

B2B Technology Best practices Service level 10

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you.

Best practices 111

Best practices Analytics Sales Benchmark 111

ChurnZero

MARCH 13, 2020

Convening in a meeting room chock-full of Customer Success Managers, we pondered the purpose of the arguably antiquated QBR. Customers complain they take too long.”. Sometimes, having four QBRs a year for a customer IS too much.”. Do your QBRs deliver real value to customers, or do they simply check a box?

Metrics 59

Metrics Consulting Consulting Coaching 59