ShepHyken

FEBRUARY 26, 2024

What is the chief repeating officer, and how do they contribute to improving customer experience? What role does gaining true senior executive alignment play in the success of transformative initiatives? Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives.

Customer Experience 231

Customer Experience Customer Service 231

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.

Management 19

Management Best practices Upselling Scripts 19

Amity

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Surveys 68

Surveys SaaS Accountability Education 68

ShepHyken

JANUARY 18, 2022

Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. Tools: The world has changed in terms of how we speak to our customers.

Journey mapping 184

Journey mapping Average Handle Time Feedback Consulting 184

SmartKarrot

NOVEMBER 8, 2023

In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth.

Upselling 10

Upselling Customer centricity SaaS Customer retention 10

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Accountability 45

Accountability SaaS Surveys Education 45

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. Scaling means doing more without hiring more customer success managers.

Accountability 45

Accountability SaaS Surveys Education 45

SmartKarrot

OCTOBER 13, 2023

In the world of customer success, achieving compliance is a critical goal for businesses across industries. Compliance ensures that organizations adhere to legal regulations and industry standards, protecting both themselves and their customers. That’s where digital playbooks come into play.

industry standards 10

industry standards Best practices Feedback Metrics 10

SmartKarrot

OCTOBER 2, 2023

In the outcome-driven world, creating a customer success playbook that resonates is not merely a strategy; it’s an art. It requires vision, knowledge, determination, and iterations to get a highly effective playbook. Playbooks are closely aligned to the customer journey leading to a timely impact on customers.

Journey mapping 10

Journey mapping Metrics Feedback Construction 10

SmartKarrot

OCTOBER 10, 2023

Customer success has evolved significantly over the past decade. As businesses strive to provide unparalleled user experiences and support, personalizing your customer success playbooks has emerged as a pivotal strategy. When customers recognize this effort, they are more likely to reciprocate with loyalty.

Personalization 10

Personalization Feedback Metrics Accountability 10

SmartKarrot

SEPTEMBER 28, 2023

Customer renewals are the benchmark for successful customer relationships and the cherry on top of every business’s revenue sundae. This blog is a playbook for successful customer renewals; it provides steps for you to organize your efforts in ways leading to successful customer renewals.

Education 10

Education Customer retention Feedback Benchmark 10

ClientSuccess

DECEMBER 19, 2022

Playbook Vectors by Vecteezy. For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. Creating these playbooks allows CSMs to build repeatable processes that can help them to do more for their customers.

Upselling 72

Upselling Education Best practices Sales 72

SmartKarrot

SEPTEMBER 27, 2022

Every company looks to retain its customers as much as possible. This calls for a highly effective and functioning customer success strategy that focuses on customers and their journeys. Customer success teams need to choose data-driven and intelligent strategies to ensure customers meet their goals.

Enterprise 10

Enterprise Accountability Management Revenue potential 10

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. If you’ve already devoured that and are ready for more, read on!

Construction 94

Construction Journey mapping Customer retention Scripts 94

VirtualPBX

AUGUST 29, 2023

The All-New Strategy Hub for VirtualPBX Customers If you’ve landed on our blog, you’re probably already aware that our biggest priority is our customers. But beyond that, we recognize the impact that these tools can have on the productivity, profitability, and overall experience of our customer’s customers.

Consulting 98

Consulting Consulting Feedback 98

ClientSuccess

JANUARY 19, 2022

For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture. Playbooks set the stage for CSMs to build repeatable processes to get more done with their customers.

Metrics 77

Metrics Management 77

JustCall

DECEMBER 7, 2022

For the same reason, a company needs a sales playbook. A sales playbook can be the guiding star for the existing sales team and newly-joined SDRs. Without a sales playbook , the sales team leans on guesses. Read on to learn what is a sales playbook and some playbook examples. Understanding a Sales Playbook.

Sales 52

Sales Best practices Management Marketing 52

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

SaaS 98

SaaS Customer retention Surveys Consulting 98

SmartKarrot

APRIL 15, 2020

“Playbook” has become a significant buzzword in the customer success management circles in the last couple of year but what do they really mean and how do we go about defining playbooks that make sense for our businesses. Let’s look at how to design your Customer Success playbook.

Construction 10

Construction SaaS Metrics Management 10

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Do you have a renewal playbook?” But if you haven’t started already, you can begin with the basics.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

SmartKarrot

JUNE 9, 2020

Customer success is one of the hot topics for SaaS companies now a days. If you will look closely, all the phases in a customer lifecycle have their own unique challenges and best practices. In this article we are going to focus on the first phase – customer success onboarding. Aspects of your playbook.

Best practices 10

Best practices Enterprise SaaS Sales 10

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Playbook? That is what playbooks fundamentally are. What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs).

Metrics 52

Metrics Accountability Upselling B2B 52

ClientSuccess

MARCH 1, 2022

Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Your team wants onboarding to go as smoothly as possible, no matter the customer in question. Gather your playbooks and processes for the onboarding kick-off.

Metrics 76

Metrics Sales Customer Service 76

CSM Practice

AUGUST 7, 2020

CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey.

Journey mapping 81

Journey mapping Morale SaaS Education 81

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Government 96

Government Journey mapping Accountability Benchmark 96

Balto

SEPTEMBER 23, 2022

Yet, the collective experience of your best agents is an invaluable resource that ultimately leads to stellar customer experiences and bottom-line impact. times more likely to feel empowered to resolve customer issues. This can easily lead to more experienced agents becoming unengaged, taking shortcuts, or deviating from your playbook.

Scripts 52

Scripts Gamification Benchmark Surveys 52

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Upselling Accountability SaaS 89

SmartKarrot

MAY 14, 2020

With the evolution of the information age, specially in the last 5 years, where knowledge about any field is at fingertips, the competition for keeping the customers loyal to your brand has increased rapidly. It was during the 1980’s when the concept of call center was introduced to give post-sale support to the customers.

SaaS 10

SaaS Upselling Customer retention CRM 10

Enghouse Interactive

JUNE 11, 2021

If successful, your organization will be able to deliver the best possible customer experience. To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. This new reality has a significant impact on what customers want and how they want it. The Upside? Transformation.

Feedback 105

Feedback Technology Customer Experience Customer Service 105

VirtualPBX

NOVEMBER 17, 2022

For businesses looking to gain new consumers and drive sales throughout the holiday shopping season, QR codes are an effective solution, and the VirtualPBX QR code playbook is here to give you some tips and tricks. Advocate online shopping by directing your customers to your online shop. Get your customer's feedback.

Sales 98

Sales Feedback Marketing Technology 98

ChurnZero

SEPTEMBER 29, 2023

Celebrating positive customer behavior is one of the most effective methods for increasing product adoption and deepening customer relationships. Yet many customer success managers overlook this simple practice. This is in part because the urgency to save at-risk customers can be all-consuming.

Benchmark 52

Benchmark Feedback Surveys Best practices 52

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Metrics 83

Metrics Upselling Accountability Enterprise 83

CustomerSuccessBox

JUNE 27, 2021

Upselling in B2B SaaS is a strategy designed to sell a more feature-rich product edition to an existing customer. Prioritizing customer acquisition should not be your only priority for upselling growth. Putting together a playbook. The second step is to put together a process or a playbook. Conclusion.

Upselling 52

Upselling B2B SaaS Accountability 52

CustomerSuccessBox

APRIL 3, 2022

Customer Success ensures that your customers remain happy customers. Its objective is to guarantee that your customers get the most value from your product. Sending an email with the appropriate intent at the right time is essential to a good customer success email. Customer Success Email Templates.

APIs 52

APIs Accountability SaaS Marketing 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

AUGUST 23, 2021

Just one phenomenal customer experience can make a world of difference. This statement can’t be true enough for the Customer Onboarding Process in the SaaS world! However, the process of perfect onboarding, where the customers are happy, is tough! What are playbooks? Best practices for setting up a playbook.

Best practices 52

Best practices SaaS B2B Management 52

CustomerSuccessBox

JUNE 15, 2021

From business to business, different teams may handle renewals, or the renewal process may be different for each customer segment. Also because we all are at different stages and every organization is different, you can’t just take someone else’s playbook to be yours. Playbooks are your recipes of rules to follow.

SaaS 52

SaaS B2B Best practices Customer Experience 52