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Understanding Customer Health Score: 6 Metrics To Track

ClientSuccess

Think of it as a way to zero in on your customer so you can connect with them in meaningful ways. Many factors come into play when determining a customer’s health score, including their usage levels, response times to inquiries or requests, NPS/survey responses, and more.

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How Blackbaud Built A Foundation For Customer Advocacy

Influitive

That’s why Blackbaud , a non-profit software solutions provider, launched a customer advocacy program to engage and connect with its 30,000 customers. Amy Bills , Customer Marketing Director at Blackbaud, knew they could do better if they rethought their approach to customer advocacy. Education for everyone.

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Customer Marketing: Part 3 – Sentiment

ClientSuccess

But did you know sentiment management can also be a customer marketing focus? In Part One and Part Two of this series, we focused on building customer advocacy and creating powerful customer content. In part three, we’re looking at initiatives that can help drive all of your customer marketing projects: sentiment.

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5 Steps to An Effective Customer Success Interview Process

ClientSuccess

During this thirty or forty-five-minute discussion, your team or sales team interview resource should ask questions covering revenue management, customer success and sales collaboration experience, risk mitigation, and customer advocacy. Customer Success + Marketing. eBook: How to Become a Great Customer Success Manager.

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Tips for Setting Up Your Customer Advisory Board (CAB)

ClientSuccess

Have a high-level executive such as the CEO directly invite customers to join your CAB, and outline all expectations, travel requirements and input needed. Even in the beginning stages of a business, it’s important to create an early customer advocacy CAB. eBook: 5 Ways to Surprise & Delight Your Customers.

SaaS 87
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Top Considerations for Developing Your Customer Feedback Loop

ClientSuccess

Here are some of the top things to keep in mind when gathering, reviewing, and leveraging customer feedback: Plan how you are going to ask for feedback. Will this be an informal conversation between your CSM and the customer or a planned survey or questionnaire the customer needs to complete? Want to learn more?

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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.