ClientSuccess

JANUARY 3, 2023

Learn more about the power of building trust with your clients in this webinar. Every business should have an understanding of customers’ needs that not only stays up-to-date with changing preferences but also goes beyond basic metrics such as loyalty and satisfaction. Asking the Right Questions Leads to Happier Customers.

Best practices 81

Best practices Consulting Consulting Metrics 81

ClientSuccess

JULY 27, 2021

Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes. When your CEO has visibility into these key customer success metrics , the executive team can better forecast decisions and drive customer strategy.

SaaS 64

SaaS Metrics Best practices Feedback 64

ClientSuccess

APRIL 6, 2021

Customer ‘success’ is measured by many different metrics. With so many metrics to track, it can be overwhelming to get a hard read on exactly where a customer is when it comes to sentiment. Webinar: Pipeline Management for Customer Success. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives.

Metrics 68

Metrics SaaS Accountability Best practices 68

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

DECEMBER 21, 2020

With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications. You can learn more about ClientSuccess with these additional resources: Webinar: The State of Customer Success in 2020. eBook: Customer Success Best Practices form 20+ Executives.

Finance 93

Finance SaaS Best practices Accountability 93

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Best practices 64

Best practices Metrics Feedback SaaS 64

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: How to Manage a Remote Contact Center Now: 6 Best Practices. Related On-Demand Webinar: Coaching: Tips and Tricks to Make it Effective.

Quality management 69

Quality management Coaching Contact Center Metrics 69

ClientSuccess

DECEMBER 14, 2020

With so much competition, your team must be on the ball 100% of the time to ensure you’re delivering the best possible experience possible to customers. Webinar: The Handoff: Sales to Customer Success. Webinar: The One Question that Will Transform Your Customer Success Strategy. Ready to learn more? Check out these resources: .

Accountability 65

Accountability SaaS Best practices Metrics 65

ClientSuccess

NOVEMBER 22, 2021

While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes.

Marketing 52

Marketing Customer advocacy Surveys Engineering 52

ClientSuccess

FEBRUARY 23, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. 3 Customer Success Best Practices that Drive Powerful Customer Experiences. Attend webinars, read books, network. Ultimate Guide to SaaS Customer Success Metrics.

Best practices 46

Best practices Customer Experience SaaS Metrics 46

ClientSuccess

JUNE 15, 2021

All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit.

Upselling 52

Upselling Accountability SaaS Metrics 52

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. Customer Success eBooks. More Toolkits!

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Related Webinar: Retaining Agents with a Mindful Culture: Methods to Improve the Contact Center Experience. Customer Rage And Pandemic Rage. Call Avoidance Policy Template.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. and satisfaction (Were there any immediate issues or complaints?).

Metrics 40

Metrics SaaS Sales Accountability 40

aircall

AUGUST 5, 2022

To get the latest industry best practices, we tapped experts at Teamleader and Aircall to give you an exclusive glimpse behind the scenes. . When it comes to lead-nurturing and follow-up at any SaaS company, it can help to segment leads based on these two metrics: . 6 Ways to Optimize Lead-Nurturing and Follow-Up.

Sales 62

Sales SaaS Marketing Personalization 62

Nicereply

NOVEMBER 21, 2023

This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth. Fred Reichheld dubbed this metric the “ one number you need to grow. Webinar Attendee Survey template On a scale of 0 to 10, how would you rate our recent webinar?

Surveys 59

Surveys B2B Feedback Education 59

ProProfs Blog

DECEMBER 27, 2020

To make sure your efforts are reaping benefits, track metrics such as number of new visitors, percentage of new visitors vs. overall visitors, and number of new direct visitors. To make sure your efforts are reflecting expected results, track metrics such as: New leads generated. Troubleshoot any confusions. Returning direct visitors.

Journey mapping 148

Journey mapping Education B2B Sales 148

ClientSuccess

JANUARY 23, 2020

Access more valuable resources to become a better CSM: Webinar: 5 Strategies for Top Performing Customer Success Teams. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit.

Engineering 59

Engineering Best practices Technology Metrics 59

ClientSuccess

AUGUST 21, 2019

Here are 5 best practices to keep in mind when training customers on new product updates: 1. Host in-person or webinar-based training sessions. Or, offer a live training webinar session to all customers where you will walk through the new feature and answer any lingering customer questions.

SaaS 45

SaaS Best practices Accountability Personalization 45

ChurnZero

FEBRUARY 5, 2020

Become Visible – As Customer Success is still an emerging discipline the industry is hungry for best practices, thought leadership, and lessons learned. Explore a Topic – The best way to learn something is to teach it. In this webinar, we will discuss how to: 1. this upcoming October? t wears that never gave them the con?dence

Metrics 64

Metrics Best practices Sales Marketing 64

Clarabridge

AUGUST 26, 2015

We recently hosted webinars featuring GE and Verizon , with discussions about activating the voice of customer in the business in order to glean insights, including best practices for getting buy-in. Now, with Clarabridge, her team can back up their insights with hard numbers, statistics, and quantifiable metrics.

Education 70

Education Healthcare Engineering Best practices 70

ClientSuccess

JANUARY 23, 2020

Access more valuable resources to become a better CSM: Webinar: 5 Strategies for Top Performing Customer Success Teams. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit.

Engineering 52

Engineering Best practices Technology Metrics 52

ClientSuccess

JANUARY 23, 2020

Access more valuable resources to become a better CSM: Webinar: 5 Strategies for Top Performing Customer Success Teams. eBook: Customer Success Best Practices from 20+ Executives. Toolkit: Customer Success Metrics Toolkit.

Engineering 52

Engineering Best practices Technology Metrics 52

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. No worries, if you missed the webinar. Webinar Q&A Recap. Q: What are your favorite metrics to track when it comes to Customer Success?

Customer Support 49

Customer Support SaaS Best practices Metrics 49

Playvox

OCTOBER 18, 2022

Related Webinar: Work From Home: 10 Lessons to Elevate Remote Agent Experiences. If an agent’s performance metrics begin to slip, targeted coaching can help get them back on track whether they’re remote or in the office. Interested in reading more about best practices for implementing remote work successfully?

Contact Center 69

Contact Center Management Coaching contact center workforce 69

ClientSuccess

JUNE 12, 2017

CSMs should track and learn what they can from every single customer journey and then work from best practices or benchmarks to optimize the customer journey for every individual and organization alike. Learn More About Customer Success Metrics. Watch the webinar here. Deployment. Risk Factors.

SaaS 46

SaaS Metrics Best practices Benchmark 46

ChurnZero

DECEMBER 7, 2018

CES is a customer satisfaction metric that measures how easy it is for customers to get a resolution to their issues. But isn’t CES a customer support metric? Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. What other options are there? Measuring Customer Effort Score.

Best practices 53

Best practices Surveys Customer effort Feedback 53

Playvox

APRIL 19, 2023

All of these factors, however, can easily be avoided with a change of mindset — and some best practices — not only for the agent but for the organization as a whole. It’s important to remember that agent time management is a skill that needs to be practiced regularly to achieve the desired results.

Time management 56

Time management Contact Center Management Schedule adherence 56

ClientSuccess

MAY 8, 2017

For CSMs, usage can sometimes be a tricky metric to track and measure. If only a small number of individuals at a customer company are logging in on a regular basis and actually using the product, it can skew the metrics for an entire organization. Engagement, on top of usage, is a great way to gauge customer loyalty and affinity.

Upselling 42

Upselling SaaS Metrics Accountability 42

Nicereply

APRIL 30, 2020

This can be a free eBook guide to your services or a discounted entry for your next webinar or just extra credits in their account. Track and analyze customer metrics. Tracking customer metrics not only helps you serve better but can also result in boosting your sales through improved customer experience.

Sales 69

Sales Customer Service Upselling CRM 69

ChurnZero

MARCH 11, 2020

When you’re presenting churn categories to an executive team and board members, simple, clear metrics win the day. Were you able to work with your peers in our customer base to share best practices to increase your proficiency and ROI with our product? Upcoming Webinar: Unpacking the Power of the Executive Business Review.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

SharpenCX

FEBRUARY 18, 2020

Check out this eBook with actionable items you can begin implementing today to grow your call center manager skills. As a call center manager, you’ll have an advantage in your role (and future roles) if you learn the best practices of call center software. And best practices and metrics may just go out the window.

Call Center 84

Call Center Coaching Management Contact Center 84

ClientSuccess

AUGUST 30, 2018

Ultimate Guide to SaaS Customer Success Metrics. Recorded Customer Success Webinar: 5 Strategies of Top Performing Customer Success Teams. Recorded Customer Success Webinar: 5 Strategies of Top Performing Customer Success Teams. 6 Customer Engagement Best Practices During the Summer “OOO” Season.

SaaS 40

SaaS Best practices Personalization Metrics 40

ClientSuccess

JULY 29, 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. You obviously want to make sure you are delivering for your clients but you also want to establish those metrics for yourself.

Best practices 59

Best practices Metrics SaaS Customer Service 59

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. Success Metrics for the Project. Success Metrics for the Business. Churn Rate.

Analytics 93

Analytics Government APIs Metrics 93

ClientSuccess

AUGUST 27, 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. Join networks, read blogs, attend webinars, and participate in your local meetups. . Ultimate Guide to SaaS Customer Success Metrics.

Feedback 40

Feedback Sales Metrics SaaS 40

ClientSuccess

JULY 16, 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. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Sales 41

Sales Upselling SaaS Best practices 41