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. How has it helped you? ”.

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Best practices Chief Customer Officer Customer advocacy SaaS 56

ClientSuccess

MARCH 8, 2018

But be aware that although this data is a important, it’s not always the holy grail of metrics. Check out our resources below for more customer success best practices and insights for how your organization can can ensure your product and customer success teams are fully synced: eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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Best practices Feedback Upselling SaaS 40

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics. Support Tickets.

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SaaS Metrics Accountability industry standards 59

ClientSuccess

JUNE 27, 2018

eBooks: Ultimate Guide to SaaS Customer Success Metrics. The post 6 Customer Engagement Best Practices During the Summer “OOO” Season appeared first on ClientSuccess. Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts: Customer Success in the C-Suite—Aligning the Board and Exec Team.

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Best practices Entertainment SaaS Surveys 40

ChurnZero

MARCH 14, 2024

To demystify the process, we’ve outlined a comprehensive seven-step framework in our latest eBook, “The Guide to Book Shifts in Customer Success” and provided some real-world insights from a book shift we did here at ChurnZero. Are there different best practices for different types of book shift? Yes and no.

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Best practices Accountability Management Metrics 52

ClientSuccess

FEBRUARY 22, 2023

This can involve training and education on effectively using the product or service, suggesting best practices, and providing guidance on optimizing the customer’s experience. Customer success managers work with customers to identify and help them achieve their goals.

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First call resolution Best practices Upselling Education 70

ClientSuccess

JANUARY 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware. Company : Marketware. Key Takeaway.

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Best practices SaaS Coaching Sales 42

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. Customers are more than numbers.

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Metrics Customer Experience Feedback Analytics 40

ClientSuccess

DECEMBER 27, 2022

This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Utilize analytics and metrics to measure customer success and identify areas for improvement. By using the following best practices, you will be able to maximize customer satisfaction and loyalty.

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Journey mapping Best practices Feedback Analytics 52

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

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Metrics SaaS Best practices Accountability 41

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either. 2) Disagree. (3)

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Metrics Customer Service Airlines Contact Center 48

ClientSuccess

FEBRUARY 23, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. 3 Customer Success Best Practices that Drive Powerful Customer Experiences. Guest Blog Posts : Have a frontline CSM best practice you’d like to share?

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Best practices Customer Experience SaaS Metrics 46

ClientSuccess

JANUARY 3, 2023

Every business should have an understanding of customers’ needs that not only stays up-to-date with changing preferences but also goes beyond basic metrics such as loyalty and satisfaction. Asking the Right Questions Leads to Happier Customers. Asking the right questions is essential in gaining a comprehensive understanding of your customers.

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Best practices Consulting Consulting Metrics 81

ClientSuccess

JANUARY 11, 2023

Measure customer success metrics for meaningful insights. Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products. Learn more about building customer loyalty in this ebook.

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Benchmark Upselling Education Best practices 80

Playvox

FEBRUARY 13, 2024

Each group, or individual agent, may need a slightly different approach, but there are best practices for talent development initiatives that will deliver dependable benefits. An overall commitment to employee development is the best way to cultivate top talent and all its benefits. The gamification software Kahoot!

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Contact Center Gamification Coaching Feedback 88

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. When working with NPS, however, it’s always important to remember that this is just one customer success metric. Next steps.

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Benchmark B2B SaaS Metrics 52

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: How to Manage a Remote Contact Center Now: 6 Best Practices. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work.

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Quality management Coaching Contact Center Metrics 69

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Research Stage. and satisfaction (Were there any immediate issues or complaints?).

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Metrics SaaS Sales Best practices 40

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

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Best practices Metrics SaaS Feedback 65

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

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Best practices Metrics SaaS Feedback 64

inmoment

AUGUST 13, 2020

Best practices show that the financial impact of the CX capability is outlined in the onboarding process, tested and controlled along the way, and measured and reported against quarterly. Roberts also described her best practice tip for top-of-the-line dashboards: . Sub KPIs: What is contributing to our core metric?

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Best practices Education Analytics Metrics 52

ClientSuccess

NOVEMBER 22, 2021

While many customer success teams use NPS as a performance metric to gauge team members’ success, there is potentially even more value in the data from a customer marketing angle. A best practice is for customer marketing to create a separate NPS survey specifically for marketing purposes.

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Marketing Customer advocacy Surveys Best practices 52

ClientSuccess

JUNE 15, 2021

All customer success metrics in one place: Managing long-term customer relationships cannot be done without data to support key strategic decisions. eBook: CSM from the Trenches: Customer Success Best Practices from 20+ Executives. Toolkit: Team Leadership Toolkit.

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Upselling Accountability SaaS Metrics 52

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Tip: Best practice is to be able to remotely log the agent out of the queues as soon as possible so no further phone calls or other interactions occur.

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Contact Center Agent burnout Coaching Best practices 77

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. This is likely the area where you can make the most significant impact.

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Contact Center Coaching Schedule adherence Abandon rate 74

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. Customer Success eBooks. More Toolkits!

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Chief Customer Officer SaaS Education Best practices 70

Playvox

JANUARY 25, 2024

Boost Agent Efficiency and Productivity With creating more agent efficiencies and optimizing productivity and processes top of mind for companies, as a contact center leader, how do you translate this business strategy and business priorities as best practices in your contact or customer service center?

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Contact Center Coaching Quality management Schedule adherence 77

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: Work to continuously monitor specific issues, and their impact on key metrics.

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Feedback Metrics Coaching Customer Experience 52

Global Speech Networks

JUNE 1, 2021

Up to three metric-based questions and one or two open-ended questions are all that’s required. According to best practice, the survey should be: An integral part of your business’s standard operational process. Customer expectations of the survey are set by their previous experiences with your VOC surveys. Every minute counts.

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Feedback Surveys Interactive Voice Response Best practices 52

Infinity

APRIL 10, 2018

3 By paying close attention to the conversion metrics, Mindshare were able to fully understand the value of the online activity and optimise it. Explore the different call tracking options available to automotive marketers in our short eBook specifically looking at the topic here. Take on PPC advertising.

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Automotive Advertising Best practices Analytics 49

ChurnZero

DECEMBER 28, 2018

This post will set you clear on the definitions of each and go into how they are different as well as what are some of their similarities between the two practices. Customer Success Metrics that Matter. Everyone wants to know about which metrics really matter in their industry. ChurnZero Resource.

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Best practices Metrics SaaS Sales 49

ClientSuccess

DECEMBER 12, 2022

However, there are other measures you can use to evaluate success such as customer satisfaction metrics or quarterly projects – so keep an open mind when deciding which approach fits best with your strategy. Check out our resources below for more customer success best practices and insights. Who Owns the Renewal?

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Management Sales Accountability Upselling 87

Call Design

SEPTEMBER 21, 2021

Gamification allows you to manage metrics during the training process, enabling managers to understand the strengths and weaknesses of agents in a quantifiable manner. Metrics include: • First call resolution. Thereby, training an agent to perfection is crucial to the performance of any contact centre. Average speed to answer.

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Gamification Schedule adherence Average Handle Time First call resolution 78

ClientSuccess

DECEMBER 20, 2018

Performance Metrics. Just as every customer success team has different types of compensation guidelines, so too do these teams rely on different metrics to track and guide department, team, and individual success. The top five SaaS customer financial metrics are: Revenue Retention Rate (Gross and Net). Quick Ratio.

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Journey mapping SaaS Metrics Accountability 49

Interactions

JUNE 5, 2019

Read our eBook on Customer Journey Mapping to learn: The two types of Customer Journey Maps and which you should use. The best time for your company to complete a User Journey Map. Measure it: Be sure to include KPIs or metrics at each step in the journey to help clarify performance gaps. Ready to get started?

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Journey mapping Best practices Customer Experience Customer Care 54

ClientSuccess

JUNE 2, 2017

The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success. View last month’s webinar: The Ultimate Guide to Customer Success Metrics: Request the Recorded Webinar.

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Journey mapping SaaS Metrics Best practices 40

aircall

AUGUST 5, 2022

To get the latest industry best practices, we tapped experts at Teamleader and Aircall to give you an exclusive glimpse behind the scenes. . When it comes to lead-nurturing and follow-up at any SaaS company, it can help to segment leads based on these two metrics: . 6 Ways to Optimize Lead-Nurturing and Follow-Up.

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Sales SaaS Marketing Personalization 62