ClientSuccess

SEPTEMBER 27, 2018

To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success. Establishing Strong, Company-Wide Relationships Early on in a Vendor Partnership.

NPS 74

NPS Finance Technology Technology 74

ClientSuccess

APRIL 25, 2018

While each of these methodologies have their merits, I believe there’s a better question to ask, maybe the ultimate question every SaaS (or subscription) company should use to best measure customer sentiment. For a SaaS company, your customers ultimately speak with their feet and their wallet in the form of renewals.

NPS 55

NPS Start-ups Customer Satisfaction 55

ClientSuccess

FEBRUARY 13, 2019

Start Out on the Right Foot. You never get a second chance to make a first impression, and this adage is even more important when it’s a customer relationship on the line. We get it: there are so many things CSMs have to keep track of on a day-to-day basis that it can be hard to look down the road early on.

Gaming 54

Gaming Customer Relationship Customer Loyalty Sales 54

ClientSuccess

SEPTEMBER 3, 2020

Base only compensation plans do little to align CSMs to company objectives and also provide no additional incentives (other than personal pride and work ethic) to achieve or overachieve the expected performance standards. The Base + Bonus option is a great step in the right direction. And he was right. Base + Bonus.

NPS 111

NPS Sales Start-ups Business Growth 111

ClientSuccess

AUGUST 30, 2018

In the meantime, get inspired by what Carine had to share with CS100 attendees. When it comes to building a culture of customer success, Carine recommends making your onboarding, training, and activation experience as easy as possible for the customer, no matter what.

Outlook 40

Outlook Innovation Customer Service Technology 40

ClientSuccess

AUGUST 24, 2018

We’ve compiled a list of 11 books frontline CSMs should read right now. Let’s get started! 11 Books Frontline CSMs Should Read Right Now. Company : ClientSuccess. Company : NarrativeDx. Company : Loopio. Company : InGenius Software. Company : DataCamp. Location : American Fork, Utah.

Hospitality 40

Hospitality Hospitality Customer Relationship Management Innovation 40

Comm100

MAY 22, 2020

Team names can have a huge impact on both the team and other teams in the company. Get Omnichannel Free. As the saying goes, “You never get a second chance to make a good first impression.” The right name (and more commonly the wrong one) can make or break the first impression of your team. Your Team Gets an Identity.

Omnichannel 52

Omnichannel Sales Sports Social Media 52

ClientSuccess

FEBRUARY 22, 2019

No matter how bad it gets, CSMs should never be the ones exploding – even if you want to. They want someone who will be able to talk to them on a personal level and get right to the value of the partnership. Build Out Your Customer Success Team with the Right Set of Skills. Data Integration.

Start-ups 58

Start-ups Sales Innovation Technology 58

ClientSuccess

JULY 17, 2019

Let’s take a look at a few specific ways that your customers can actually help set your product on the right path to success: #1: Ask for feedback – continually . Here are a few questions to get you started: . Why did you decide to partner with our company in the first place? . Not sure where to start? Learn more here. .

Start-ups 40

Start-ups Sales Innovation Customer Relationship 40

ClientSuccess

JULY 29, 2019

Let’s get started with this week’s post! Company : Beyond Insurance. They know that if they reach out to one of our team members, they are going to get a timely, thoughtful response. One of our guiding principles is to “be a fanatic about response time.” From : Ashley Correll , Chief Operating Officer. Question 1.

Start-ups 59

Start-ups Innovation Touchpoint Customer Service 59

ClientSuccess

OCTOBER 3, 2018

Let’s get started with this week’s post! Company : PacketSled. I find that my day gets off to the best start if I can begin with some proactive activity. An engaging read on how to build a company where customer experience comes first. “ Ultimate Guide to SaaS Customer Success Metrics. Question 1. Question 2.

Legal 52

Legal Start-ups Innovation Technology 52

ClientSuccess

AUGUST 14, 2019

When it comes to CSM compensation plans , there isn’t one “right way” to structure things. Get input from sales, marketing, product, and your executive team when deciding on your CSM engagement model. . Customer Success Resources: eBook: Customer Success as a Culture: Customer Success Leaders Edition.

NPS 40

NPS Sales Customer Satisfaction Customer Relationship 40

Qualtrics

OCTOBER 30, 2020

Here’s how to speak the language of your leadership team to get buy-in for your DEI program. Successfully building a diverse, equitable, and inclusive workforce gives your company a competitive advantage and enables you to better attract and retain the best talent. Highlights your organization as an employer of choice.

Outlook 39

Outlook Innovation 39

ClientSuccess

NOVEMBER 26, 2018

Customer marketing if done right can have a positive impact on retention. While asking your current customers to participate in a case study or external marketing exercise might not sound like the first way to improve retention, it can actually work – if you phrase your ask the right way. The Four Fold Mission of Customer Success.

Customer Retention 56

Customer Retention Innovation Customer Satisfaction Customer Relationship 56

ClientSuccess

APRIL 11, 2018

Let’s get started with this week’s post! Company : DataCamp. The ability to impact the lives of hundreds / thousands / tens of thousands (you get it) users. If it’s effective, helps guide us towards our goals, etc., Is this good for the Company? Is this good for the Culture? Location : New York City.

Start-ups 40

Start-ups Innovation Customer Experience 40

ClientSuccess

DECEMBER 22, 2017

All customer success managers (CSMs) fight a constant battle–go with the flow and get swept up in customer requests, questions, and fighting fires, or make a careful plan and do as much proactive work as you can fit into your day. eBook: Customer Success as a Culture: Customer Success Leaders Edition.

Innovation 41

Innovation CRM 41

ClientSuccess

SEPTEMBER 5, 2018

Let’s get started with this week’s post! Company : Apttus Inc. The values in which we instill in the company culture and employees will be not only reflected internally but also to customers externally. Ultimate Guide to SaaS Customer Success Metrics. From : Naisan Modjarrad – Director, Customer Success.

Start-ups 40

Start-ups Sales 40

ClientSuccess

OCTOBER 10, 2018

Let’s get started with this week’s post! Company : CSM Practice. Customer Success Managers get to do that for a living. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Touchpoint 40

Touchpoint Start-ups Technology Technology 40

ClientSuccess

SEPTEMBER 12, 2018

Let’s get started with this week’s post! Company : Customer Growth Advisors. Companies get so caught up in their product & industry jargon. Leveraging free/lost cost products like [link] reminds a company to write & speak in the customer’s language. Location : San Francisco Bay Area, California.

Start-ups 49

Start-ups 49

ClientSuccess

APRIL 3, 2018

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. Building a culture of trust and value is something that CSMs must be aware of and work towards every day. The customer always comes first, but this doesn’t mean they’re always right.

Customer Relationship 40

Customer Relationship Sales 40

ClientSuccess

OCTOBER 24, 2018

Let’s get started with this week’s post! Company : Nulogy. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Dan Steinman, Lincoln Murphy, and Nick Mehta – This book provided me with the foundational understanding of what Customer Success is all about. Location : Toronto, ON.

Start-ups 49

Start-ups Innovation 49

ClientSuccess

JANUARY 4, 2019

How to Get Started with Customer Health Scoring. So where do you get started? In this post, we will cover six customer success health scoring metrics that will help you get started. Now let’s talk about six metrics to help you get started calculating customer health: 1. We will help you below. Product Usage.

Net Promoter Score 53

Net Promoter Score NPS Customer Relationship Start-ups 53

Qualtrics

APRIL 29, 2020

Why only companies that are flexible will attract the future generations of talent. The stories we tell our employees about the history of our company really make an impact.” headquarters displaying several artifacts telling our company’s story. I’m delighted to serve as our lead tour guide.

Innovation 32

Innovation AI 32

ClientSuccess

AUGUST 29, 2018

Let’s get started with this week’s post! Company : ESG (Customer Success as a Service). I subscribe to Stoicism to keep my mind in the game when life/work inevitably gets tough. Let’s Get Real, Or Let’s Not Play. Ultimate Guide to SaaS Customer Success Metrics. From : Sheik Ayube , Director. Question 1.

Gaming 42

Gaming Start-ups B2B 42

ClientSuccess

APRIL 4, 2018

Let’s get started with this week’s post! Company : InGenius Software. True customer advocacy – giving everything I have to building customer success as a culture. At that point I am usually deep in the weeds, and a 5 minute breather to get a cup of tea or say hi to a colleague helps me reset. Question 1.

Customer Relationship Management 40

Customer Relationship Management Customer Relationship Innovation Start-ups 40

ClientSuccess

JANUARY 15, 2019

Let’s get started with this week’s post! Company : Oracle. The organizational and corporate cultures weren’t ready for it. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics.

Start-ups 46

Start-ups CX 46

ClientSuccess

MAY 9, 2019

There are a few ways that your customers can actually help set your product on the right path to success: 1. It is game changing for SaaS companies in my opinion. Sometimes, SaaS companies are hesitant to bring up areas of contention or problems with customers because they don’t want to draw attention to their failings.

Start-ups 46

Start-ups Engineering Gaming Customer Expectations 46

ClientSuccess

MARCH 4, 2019

Customer success should make up the DNA of your company culture , no matter the department. It’s not uncommon, especially for quickly growing SaaS companies, to commit to certain new products or features or changes to satisfy the prospective customer. Customer Success as a Culture: Customer Success Leaders Edition.

Sales 42

Sales 42

ClientSuccess

NOVEMBER 3, 2017

Company : 15Five. One of the key things I love to do with customers takes inspiration from Patrick Lencioni’s Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty : not being afraid to be vulnerable with and challenge customers. Don’t Be Afraid to Ask to the Hard and Right Questions.

Sales 44

Sales 44

ClientSuccess

JANUARY 24, 2019

Let’s get started with this week’s post! Company : CS in Focus. If something is not on a list, it’s not getting done. Nowadays, people have a harder time getting me to shut up… Question 5. The best thing you can do for yourself and your company is to become best friends with your customers. Question 1.

Start-ups 49

Start-ups 49

Comm100

JUNE 26, 2018

Many companies have now started to realize that excellent customer service is essential to the success of the business. It is up to the coach to mentor, guide and lead the individual to the right path so that they understand how to achieve these goals on their own. Ways to Build a Coaching Culture.

CX 43

CX Start-ups Customer Service 43

ClientSuccess

SEPTEMBER 26, 2018

Let’s get started with this week’s post! Company : SalesRabbit. I try really hard to get the strategic things right (and not fail), but am much more experimental with tactics. Your ideas won’t get any traction if you can’t persuade and influence other people, especially your customers. Question 1.

Start-ups 40

Start-ups Innovation 40

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Download Now.

Customer Experience 42

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

ClientSuccess

JUNE 28, 2018

Let’s get started with this week’s post! Company : Traede. Finding the right software tools and work processes that helps you structure your day. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. Ultimate Guide to SaaS Customer Success Metrics. Question 1. Question 3.

Start-ups 40

Start-ups Innovation Customer Experience 40

ClientSuccess

APRIL 17, 2018

Let’s get started with this week’s post! Company : stensul. From there, you test, get feedback, and fine tune. It also ensures that customers get the same excellent experience no matter who they are partnering with on my team. Ultimate Guide to SaaS Customer Success Metrics. Location : New York City. Question 1.

Start-ups 40

Start-ups Customer Relationship Customer Experience 40

ClientSuccess

JUNE 27, 2018

A blessing, of course, because there is no time like summertime, but also a curse because it can be close to impossible to engage with or even get a response from customers. With a growing remote culture, many individuals can likely attend important calls, but they may need to sort out internet access or cell phone service beforehand.

Entertainment 40

Entertainment 40

ClientSuccess

AUGUST 27, 2019

Let’s get started with this week’s post! Company : Preqin Solutions / Dynamo Software. One of the most important lessons I’ve learned was actually quite a hard lesson at the time; I had just started a role as a Customer Success Manager and was rather keen on simply getting to know my customers. . Question 1. Question 2.

Start-ups 40

Start-ups Sales Touchpoint Customer Experience 40