ClientSuccess

OCTOBER 17, 2018

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. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

CustomerSuccessBox

JANUARY 13, 2022

It is true to some degree but companies well versed in creating advocacy are treating it as a sales pipeline. They are embedding steps to nurture customers into advocates within the customer lifecycle. They are also employing software and tools to track the customer advocacy touchpoints & progress.

Customer advocacy 40

Customer advocacy Marketing Best practices Accountability 40

Natalie Petouhof

AUGUST 26, 2015

Gainsight helps businesses grow faster by reducing customer churn, increasing upsell opportunities, and driving customer advocacy. Gainsight’s cloud-based product helps its clients track customers effectively throughout the customer lifecycle, monitors customer health consistently and makes companies truly customer-centric.

Sales 63

Sales Management Advertising Upselling 63

Balto

JANUARY 3, 2025

Modern call monitoring encompasses much moreits about using insights to: Enhance customer loyalty by addressing pain points in real-time. Drive revenue growth by aligning service quality with sales objectives. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Totango

DECEMBER 6, 2021

Older approaches viewed the customer journey from the perspective of the seller, visualizing the customer experience as a linear progression toward sales conversion using the image of a funnel channeling prospects toward sales. Customer Success Now Needs a Digital-first Approach.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

AskNicely

SEPTEMBER 25, 2018

While many executives have expressed support for customer advocacy, this has yet to translate into the majority establishing an advanced NPS program. Even worse, companies that lack high-level support for NPS tend to experience both higher customer turnover and significantly lower revenue growth. Still Room For Improvement.

Customer advocacy 60

Customer advocacy Benchmark Upselling Best practices 60

GetFeedback

NOVEMBER 23, 2019

Particularly in terms of customizing experiences, enabling teams to work more efficiently, and “ achieving a single view of the customer ,” as Salesforce puts it. The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc.

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

CustomerSuccessBox

SEPTEMBER 20, 2021

how to design and build a sales & marketing growth machine, etc. Top reads: Managing Customer Success to Reduce Churn. Recommended reads: Leveraging Analytics and Data to Empower Customer Success. Intercom has an amazing blog that is dedicated to customer success. How to balance customer success and revenue in sales.

SaaS 64

SaaS Customer centricity B2B Best practices 64

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Watch the session: Customer Success as a Profit Center. Get Sales invested in NRR by conducting weekly deal reviews and stipulating sales commission based on Customer Success acceptance of customers.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

GetFeedback

FEBRUARY 10, 2020

We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. Q: How would you define great customer experience? Q: What has been your biggest customer experience challenge? .

Surveys 87

Surveys Customer advocacy Sales Feedback 87

ClientSuccess

DECEMBER 5, 2022

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

SaaS Customer advocacy Feedback Enterprise 87

ChurnZero

JANUARY 8, 2021

Staci Satterwhite, Chief Customer Officer, Khoros. Staci brings over 25 years of technology experience to Khoros, including leadership roles at top services and sales companies like Microsoft, Vignette, HEALTHCAREfirst, and Dell. Jennifer Lovette, Senior Vice President of Customer Success, Invoca. Follow Diane on LinkedIn. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Customer Guru

AUGUST 21, 2018

He is the co-author of the book “The Challenger Sale, The Challenger Customer and The Effortless Experience” He is also an experienced advisor to senior executives on sales, service and customer experience. Matt is Chief Product and Research Officer at Tethr, an AI-powered VoC intelligence platform.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. So how can organizations use account-based marketing and advocacy to accelerate results?

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Education Services Group

MAY 15, 2023

If we’re looking at the beginning of the customer journey, one of the more crucial walls to break down is the one between Sales and Customer Success. Sales and Customer Success should work together. It all starts by building trust between CS and Sales before, during, and after the Sales to CS handoff.

Sales 52

Sales Customer Experience Accountability Best practices 52

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 10) Close the Loop with Your Customer Base.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer advocacy 49

Customer advocacy Marketing Metrics Feedback 49

Influitive

OCTOBER 11, 2015

Engaged customers are more likely to spread positive word of mouth about your brand through blogs and social media, videos, case studies, speaking engagements and other activities. This social proof will help you attract more prospects, close more deals and shorten the sales cycle.

B2B 111

B2B Marketing Best practices Feedback 111

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

ClientSuccess

NOVEMBER 22, 2021

From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects and growth initiatives for your customers. But did you know sentiment management can also be a customer marketing focus?

Marketing 52

Marketing Customer advocacy Surveys Best practices 52

Amity

APRIL 24, 2017

I started my career as a Developer, and I also worked in Sales for a couple of years. It wasn’t until we closed some deals that a couple of our customers started to ask about implementation, onboarding, and best practices. Even in Marketing, customer advocacy is a huge part of our strategy.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Totango

OCTOBER 13, 2020

Each of these people might have different goals, which is why strong customer relationships and leveraging Voice of Customer information to create customer advocacy is critical. You find these customers by tracking customer data. . So, how do you spot your potential advocates? Accelerate Onboarding.

Customer advocacy 63

Customer advocacy B2B Enterprise Feedback 63

Totango

OCTOBER 22, 2019

Segment the following customers: New customers pending onboarding. Currently onboarding customers . Best practices: . Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Proactively manage customer communications.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

ClientSuccess

OCTOBER 22, 2019

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.

Customer advocacy 40

Customer advocacy SaaS Upselling Accountability 40

CustomerSuccessBox

MAY 9, 2022

The third component is a set of KPIs that monitor the performance of their own teams since most heads of CS also have functional responsibility for post-sales customer-facing functions. It’s possible to improve the consumer targeting approach to better identify qualified clients for the sales funnel. Customer Success KPIs.

Metrics 52

Metrics Upselling Customer advocacy Best practices 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

MARCH 17, 2022

A playbook is a set of actions, next moves, and strategic things that Customer Success Managers (CSMs) can use to assist clients in achieving a scalable goal or aim. A Customer Success playbook is a list of proactive, and best practice actions that CSMs must perform! Customer Advocacy Playbook.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 52

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 10) Close the Loop with Your Customer Base.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

InGenius

DECEMBER 19, 2019

Not just an exhibitor, we were excited to join our customers in several different presentation tracks and keynote sessions: Revolutionizing Salesforce Phone Integration and the Future of CTI , featuring partner Illuma Labs. ComSci led the way on best practices sharing for going beyond cost transparency.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 5. Advocacy Activity.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Eptica

AUGUST 2, 2017

Equally, some benefits are indirect i.e. they directly benefit the customer which in turn produces an indirect benefit to the organization – such as increased loyalty or customer advocacy. You might also be interested in these posts: Transforming customer experience in local authorities. Addressing the last point.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

Influitive

MAY 4, 2017

The scenario: it’s nearing the end of the quarter, and your sales team is within reach of their number. Evaluations are done, sales reps are in closing mode, and all that stands in the way of a killer three months are a few customer references. Asking for a customer reference. Panic time? Of course not.

Sales 77

Sales Customer advocacy Best practices B2B 77

Education Services Group

JUNE 12, 2023

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! Sales has made promises that CSMs now have to fulfill ASAP.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Bora Lee , Team Lead, Customer Success Operations , ChurnZero

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Influitive

MARCH 7, 2017

Account-based marketing (ABM) is one of the hottest marketing trends of 2017. According to SiriusDecisions, 58% of B2B companies planned to invest in ABM technology or services last year. However, many companies only use traditional tactics, like retargeted ads and email nurtures, to engage ideal prospects.

Accountability 45

Accountability Marketing B2B Sales 45