ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar is called “The Customer Success Maturity Model” You can request the recorded version here.

Customer Journey Map 40

Customer Journey Map Sales 40

ClientSuccess

JANUARY 24, 2019

When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Typically, customer handoffs are such a complex part of the customer journey because they set the tone for how a relationship is actually going to work.

Customer Journey Map 46

Customer Journey Map Touchpoint Sales 46

SugarCRM

NOVEMBER 25, 2021

This prevents your sales team from reaching out too early and compromising the buyers’ journey with generic pitches, or by pushing solutions that do not speak to their interests. . You can gently guide your possible buyers by offering them valuable content. Download our eBook and learn what a “seamless integration” looks like.

B2B 55

B2B Artificial Intelligence CRM Education 55

ClientSuccess

MARCH 27, 2018

Many times the process of defining the pre and post sales stages is part of building out a customer journey map or strategy. One of the key takeaways from Jeppsen’s approach is to define what you want the customer to experience along the journey before you define the stage names. Post Sales (Customer Success).

Customer Experience 40

Customer Experience Customer Journey Map Education Sales 40

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journey Map 40

Customer Journey Map Start-ups Sales Innovation 40

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Download Now. Outside-In Thinking.

Customer Experience 42

Customer Experience Net Promoter Score Non-Profits Start-ups 42

ClientSuccess

AUGUST 14, 2019

Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output. This will help avoid confusion and bolster team mentality. .

NPS 40

NPS Sales Customer Satisfaction Customer Relationship 40

ClientSuccess

SEPTEMBER 26, 2019

Your customers are the lifeblood of your business. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained. Provide benefits to loyal customers.

Customer Retention 49

Customer Retention Net Promoter Score Gaming Education 49

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. While the awareness, education, and selection stages of the sales cycle are well-known and well-defined, the customer success side of this funnel is less well known. Look at Sales. Look at Onboarding.

Sales 50

Sales Start-ups Education 50

ClientSuccess

FEBRUARY 27, 2018

Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. This is a strategy principle we call “Customer Success as a Culture.”. What is the customer’s budget?

Customer Journey Map 40

Customer Journey Map Customer Satisfaction Sales Touchpoint 40

1 to 1

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Your brand is your promise to your customers, it’s a pledge to deliver exceptional customer experience. Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

CX 26

CX Customer Journey Map Customer Retention VOC 26

ClientSuccess

APRIL 2, 2019

As a customer success professional, you probably know of a myriad of ways to ‘judge’ or ‘grade’ your customers once they start onboarding or activation. This is a pretty standard customer success process and it’s critical to know exactly where you and your customers stand at all times. Your Ideal Customer Profile (ICP).

Sales 45

Sales Start-ups Customer Experience 45

ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the customer and the solution provider. There is, however, a lot to learn from customer attrition.

Customer Journey Map 40

Customer Journey Map Customer Relationship Sales 40

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern. It Brings Departments Together.

B2B 41

B2B Customer-Centric Organization Sales Customer Satisfaction 41

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. In this lead generation guide, you’ll learn: What lead generation means. But it doesn’t have to be.

Social Media 98

Social Media B2B Sales Start-ups 98

ClientSuccess

SEPTEMBER 15, 2018

While it’s clear why Customer Success should be involved in executive initiatives and C-Suite planning, the reasoning behind including other departments in customer success strategy planning may take a little explanation. Three Reasons Why Marketing Needs a Seat at Your Customer Success Strategy Meetings.

Sales 40

Sales Start-ups 40

ClientSuccess

JANUARY 15, 2019

As a customer success manager (CSM), you have a clear set of goals in place for your customers. Whether you’re measured on customer churn , upsells, or account expansion, there is always a metric in the back of your mind pushing your day to day efforts forward. But what about your customers’ goals? You can help.

Education 56

Education Customer Relationship Sales 56

SugarCRM

JANUARY 3, 2018

Phil Winters , known as “The Father of Customer Intelligence,” was kind enough to participated in a Q&A about the new year and the new GDPR rules. While the regulations come from the EU, it affects every company that has a global customer base. Is better visibility achievable, in terms of the customer?

Compliance 45

Compliance CRM Customer Journey Map Start-ups 45

ClientSuccess

JANUARY 5, 2018

Yesterday, David Skok , General Partner of Matrix Partners , published a great customer success article called Top Two Reasons for Churn. In this article, Skok discusses how failure to onboard a customer successfully and how loss of the champion who drove the purchase are two of the major reasons for churn. First Impressions Matter.

Customer Feedback 40

Customer Feedback Sales Customer Satisfaction Technology 40

Intercom, Inc.

MARCH 29, 2018

His team works with companies ranging from tech giants like Amazon, Uber and Salesforce to Series A stage up-and-comers as they try to acquire more customers. It’s a really well done infographic, and he paid $30,000 for his guide. He paid a writer and had it really well designed, and he gave the guide away. Sure, do that.

Start-ups 192

Start-ups Engineering Gaming Direct Marketing 192

SugarCRM

APRIL 7, 2021

For a complete guide on email marketing to marketing automation, check out this free resource. Start the Journey with Clear Goals in Mind. Map out fields for your Contact and Account information in your new tool. Keep reading below to find out what we learned in the process. Don’t forget about suppression lists. Migrate Assets.

CRM 43

CRM Start-ups Sales 43

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. From : Nina Wilkinson , Director of Customer Success. I’m the first CSM for my company and have been asked to implement a “customer success” program.

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41

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. From : Natalie Williams ; Director, Customer Success. One important lesson I learned early on is to truly listen and ask questions in customer conversations.

Technology 44

Technology Technology Engineering Start-ups 44

SugarCRM

JANUARY 21, 2020

We launched several new products, announced exciting acquisitions and introduced the world to a whole new suite of solutions to help companies succeed at marketing, selling and customer service. In July, we began to make some announcements that would fundamentally change the way businesses approach the customer experience.

Net Promoter Score 26

Net Promoter Score CRM Customer Journey Map NPS 26