ClientSuccess

JULY 29, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. One of our guiding principles is to “be a fanatic about response time.” Company : Beyond Insurance.

Start-ups 59

Start-ups Innovation Touchpoint Customer Service 59

ClientSuccess

FEBRUARY 13, 2019

With such a huge responsibility on their shoulders, CSMs need to be prepared to approach customer accounts with this growth-focused mindset. Making a great first impression and being a solid presence in your customers’ corners can go a long way toward building loyalty. Always Be Available – and Be Prepared.

Gaming 54

Gaming Customer Relationship Customer Loyalty Sales 54

ClientSuccess

MAY 8, 2019

Every SaaS company will have a slightly different DAU/MAU baseline or target Some SaaS solutions are such that users should login and use the product every day to be considered “active” Others consider “active” to be users logging in once per week. Be careful not to assume that no support tickets is a positive sign for customer health.

Invoicing 59

Invoicing Net Promoter Score NPS Touchpoint 59

ClientSuccess

NOVEMBER 29, 2017

Jobs to Be Done Theory. SaaS companies, at their core, are created to deliver products to consumers to meet specific needs or address specific pain points. Clay Christensen, author of Competing Against Luck , presents this a little differently, calling it the “Jobs to be Done Theory.”. New Customers vs. Current Customers.

B2C 40

B2C Innovation B2B 40

ProProfs

MAY 28, 2019

After Buzzfeed’s success with quizzes like Pretend To Be A Celeb And We’ll Reveal Who Your Celeb Best Friend Is , Where Will You Lose Your Virginity , Get Married , And Have Your First Child? , Read More:- How to Create a Quiz. Picking the right set of questions to make a quiz fun can be pretty challenging.

Social Media 68

Social Media Gaming Outlook Entertainment 68

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. Summer is a time when people want to be entertained—think summer beach reads, summer blockbuster movies, and summer TV premieres. Plan Long-Term Programs.

Entertainment 40

Entertainment 40

ClientSuccess

FEBRUARY 22, 2019

As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before. Expectations set poorly create a poor brand and customer experience. Being a customer success manager is not easy.

Start-ups 58

Start-ups Sales Innovation Technology 58

Comm100

JUNE 26, 2018

As Zita Richardson, a partner in a Liverpool-based soft skills consultancy, points out, many organizations today are spending money on skills training without considering that excellent communication skills as well as manners matter. It is essential to understand and be aware of the skills that are required to make a good coach.

CX 43

CX Start-ups Customer Service 43

ClientSuccess

OCTOBER 10, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. I then create a ‘to do’ list for the day, and highlight the high priority tasks. Mentor Questions.

Touchpoint 40

Touchpoint Start-ups Technology Technology 40

ClientSuccess

APRIL 26, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our careers. What do you find most fulfilling about being a CSM? Ultimate Guide to SaaS Customer Success Metrics.

Start-ups 40

Start-ups Customer Experience 40

ClientSuccess

APRIL 3, 2018

It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. Building a culture of trust and value is something that CSMs must be aware of and work towards every day. Building a culture of trust and value is something that CSMs must be aware of and work towards every day.

Customer Relationship 40

Customer Relationship Sales 40

ClientSuccess

NOVEMBER 7, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. Challenges Create Business Objectives. Due to some sort of bug or issue, whenever my dad responds to the group message a separate thread is created for those with an iPhone that automatically excludes one of my sister’s numbers. The Objective.

Start-ups 51

Start-ups Customer Experience 51

ClientSuccess

OCTOBER 22, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. CSMs must also be curious about your own product, how it works, how it could be improved, and so forth.

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

ClientSuccess

OCTOBER 17, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. With so many priorities being juggled by the CSM team, time management and prioritization are key.

Start-ups 56

Start-ups Customer Relationship Management Innovation Customer Relationship 56

ClientSuccess

APRIL 18, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. This period serves as an excellent opportunity to set and build relationship momentum, as well as set both you and your clients up for greater, long-term success. It’ll also be easier to create a list of actionable items.

Start-ups 48

Start-ups Customer Experience 48

ClientSuccess

AUGUST 27, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Consider how your software helps them to be successful, especially in terms of customer enablement. Question 2.

Start-ups 40

Start-ups Sales Touchpoint Customer Experience 40

ClientSuccess

NOVEMBER 15, 2017

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. Organizations can get started with Customer Lifecycle Management by first creating a Customer Journey Map.

Customer Journey Map 40

Customer Journey Map Start-ups Sales Innovation 40

ClientSuccess

SEPTEMBER 18, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. This morning routine has created a great sense of team spirit where rookies and experienced CSMs work together.

E-commerce 40

E-commerce CRM Start-ups Innovation 40

ClientSuccess

OCTOBER 10, 2017

While it can be tempting to just track overarching metrics that measure high-level numbers and sentiment levels, it’s actually critical to look at individual metrics at every stage of the customer lifecycle. Here, CSMs should be hyper-aware of any points of contention that customers were a little unsure of. Research Stage.

Sales 40

Sales Start-ups NPS Customer Satisfaction 40

ClientSuccess

OCTOBER 10, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. Be yourself when trying to develop relationships. Mentor Questions.

Start-ups 70

Start-ups Customer Relationship Management Business Consulting Engineering 70

ClientSuccess

FEBRUARY 26, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. So often we think every customer should be considered against all of the other customers in our base. Question 4.

B2B 52

B2B Start-ups Gaming Sales 52

ClientSuccess

JULY 16, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. We believed in meeting with customers so much that it was actually one of the reasons why we created additional offices.

Touchpoint 41

Touchpoint Start-ups Sales Gaming 41

ClientSuccess

JULY 9, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. How can I create advocates when I’m not a genuine advocate myself? Let’s get started with this week’s post!

Start-ups 40

Start-ups NPS Finance Technology 40

ClientSuccess

MARCH 13, 2018

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our Customer Success careers. It’s important for me to be caught up support-wise in order to move on with my other planned activities.

Start-ups 40

Start-ups Customer Experience 40

ClientSuccess

DECEMBER 18, 2017

In the weeks prior to the renewal, our team had met with the executives at the brand and all seemed well. The following fundamentals can be an eye-opening experience and make for better CSMs, better companies, and longer-lasting professional relationships. There are many reasons clients and partners may not be asking questions.

Social Media 41

Social Media Retail Technology Technology 41

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. BX and marketing leaders have the ability to turn brands into religions and embrace new and emerging technology, and we have a lot to learn from those that are doing it well.

Transportation 33

Transportation Entertainment Sports Social Media 33

Qualtrics

SEPTEMBER 13, 2019

When the work we do feels meaningful, we’re challenged by our goals, and supported in achieving them, this creates a powerful experience. Think about the way that you’re showing up and being present for the person in helping them with work issues, development challenges, or whatever is part of their agenda. Workload balance.

Construction 34

Construction Technology Technology 34

Comm100

NOVEMBER 3, 2017

Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. Don’t make your program any scarier than it needs to be.”. Introduction.

Social Media 46

Social Media Social Listening Start-ups Legal 46

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? Would you describe yourself as patient, and what do you do in situations where your patience is being tested?”. Download Now.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

ClientSuccess

NOVEMBER 22, 2022

And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. To truly tap into this new way of driving growth, here are 5 key strategies that other marketers have found to be effective: 1.

Social Media 69

Social Media Education Sales Customer Relationship 69

ClientSuccess

MAY 8, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. When I started as a CSM, I knew that successfully executing the role would show the value of having this function within our company as well as pave the way for other CSMs to be hired into the organization.

Sales 56

Sales Innovation Customer Expectations 56

ClientSuccess

JANUARY 24, 2019

Probably not, but it really doesn’t have to be this way. For best results during this handoff, the customer success manager (CSM) in charge of the customer account could be introduced early on in the sales process. Internal Team Handoffs: Other times, it could be an internal issue that causes a customer account to change hands.

Customer Journey Map 46

Customer Journey Map Touchpoint Sales 46

Comm100

DECEMBER 12, 2017

Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. The activities in this eBook can be great training materials to improve customer service or morale in your team. The following tenets are going to guide your customer experience quality management framework.

Customer Experience 42

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

ClientSuccess

SEPTEMBER 24, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. On the other hand, salespeople might be able to help customer success with clients who have stopped engaging with us.

Engineering 40

Engineering NPS Start-ups Sales 40

ClientSuccess

JULY 11, 2017

The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Customer retention should not only be at the top of any executives priority list, it should be a priority for the entire company, and every employee and every team should own a stake in customer success.

Outlook 40

Outlook Social Media Finance Customer Retention 40

ClientSuccess

OCTOBER 24, 2017

These leaders spend hours or more gathering information from multiple sources, compiling the information, and analyzing it to create insights and trends. Often by the time the information is gathered it is stale and needs to be updated again. If you aren’t looking at data in real-time, your decisions will be less accurate.

Innovation 40

Innovation Start-ups 40

Qualtrics

AUGUST 11, 2020

Creating surveys that yield actionable insights is all about sweating the details. We also see common mistakes that keep survey questions from being effective all the time. Here’s an introduction to some of the most common survey question formats, and how to write them well. Be clear about which end of the scale is which.

Government 52

Government Entertainment Hospitality Hospitality 52