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CLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company.PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small 3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
HOW TO SET UP YOUR FIRST CUSTOMER ADVISORY BOARD (CAB After your CAB is formed, it’s time to plan your first meeting. It’s important to consider the agenda and have a well planned out several days for CAB, including a large focus on product, services, customer experience, open discussion, and breakouts. Pragmatic Marketing gives a great agenda breakdown which you can read on theirblog.
THE 3 KEYS TO BUILDING RELATIONSHIP ROICLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company.PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small 3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
HOW TO SET UP YOUR FIRST CUSTOMER ADVISORY BOARD (CAB After your CAB is formed, it’s time to plan your first meeting. It’s important to consider the agenda and have a well planned out several days for CAB, including a large focus on product, services, customer experience, open discussion, and breakouts. Pragmatic Marketing gives a great agenda breakdown which you can read on theirblog.
THE 3 KEYS TO BUILDING RELATIONSHIP ROIPRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more.CONVERSATIONS
Conversations by ClientSuccess™, a better way to communicate & collaborate with your customers. Conversations gives you a direct connection to your customers to communicate in real time. Conversations™ also keeps you in sync with your customers on shared tasks. 💬 Engage in direct 1:1 conversations with customers, ormultiple customer
SENIOR ACCOUNT EXECUTIVE AT CLIENTSUCCESS ClientSuccess is looking for a full-time Senior Account Executive (AE) to join our sales team and be a part of something special. Here’s what we’re about, and what we’re looking for – if you’d fit this team and this job description, and are interested in talking further, please apply via the form below. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
TOP CUSTOMER SUCCESS CONFERENCES IN 2021 Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everythingchanged.
BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with 4 ENGAGEMENT MODELS FOR CUSTOMER SUCCESS 4 Hybrid Approaches to Customer Success Engagement. 1. High Touch Onboarding / High Touch Post Onboarding. The first hybrid engagement model is the high touch onboarding approach paired with the high touch post onboarding approach. This is a typical model used for enterprise software companies or those selling into the enterprise space. 3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
4 WAYS TO MEASURE CHURN & RETENTION Calculation 1: Customer Retention Rate vs. Customer Churn Rate. While both revenue retention and customer retention are important, many SaaS companies place a higher value on revenue retention because revenue is king in any SaaS business. For example, you may lose 10 customers with subscriptions of $10,000 each for a total of $100,000 in lostCLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your IS YOUR CUSTOMER SUCCESS TEAM REACTIVE OR PROACTIVE If your team is looking to turn things around from reactive to proactive, here are a few things to keep in mind: 1. Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement. Visualizing every step of the customerrelationship can
THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
HOW TO SET UP YOUR FIRST CUSTOMER ADVISORY BOARD (CAB After your CAB is formed, it’s time to plan your first meeting. It’s important to consider the agenda and have a well planned out several days for CAB, including a large focus on product, services, customer experience, open discussion, and breakouts. Pragmatic Marketing gives a great agenda breakdown which you can read on theirblog.
THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
CLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your IS YOUR CUSTOMER SUCCESS TEAM REACTIVE OR PROACTIVE If your team is looking to turn things around from reactive to proactive, here are a few things to keep in mind: 1. Build a customer success journey map: Understanding the entire customer journey from onboarding to adoption to renewal to growth is key for proactive customer engagement. Visualizing every step of the customerrelationship can
THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
HOW TO SET UP YOUR FIRST CUSTOMER ADVISORY BOARD (CAB After your CAB is formed, it’s time to plan your first meeting. It’s important to consider the agenda and have a well planned out several days for CAB, including a large focus on product, services, customer experience, open discussion, and breakouts. Pragmatic Marketing gives a great agenda breakdown which you can read on theirblog.
THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. SENIOR ACCOUNT EXECUTIVE AT CLIENTSUCCESS ClientSuccess is looking for a full-time Senior Account Executive (AE) to join our sales team and be a part of something special. Here’s what we’re about, and what we’re looking for – if you’d fit this team and this job description, and are interested in talking further, please apply via the form below. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
HOW TO IDENTIFY
When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback. HOW TO GET STARTED WITH A NEW CUSTOMER SUCCESS PLATFORM Getting started with a new customer success platform is your team’s chance to experience an onboarding process from your customer’s point of view. Make your value drivers and KPIs clear with your new vendor team to ensure success down the road. Build processes and workflows to make it easier for your CSMs to get up to speed. TOP CUSTOMER SUCCESS CONFERENCES IN 2021 Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everythingchanged.
12 CUSTOMER SUCCESS BEST PRACTICES THAT CAN POSITIVELY 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. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
4 WAYS TO MEASURE CHURN & RETENTION Calculation 1: Customer Retention Rate vs. Customer Churn Rate. While both revenue retention and customer retention are important, many SaaS companies place a higher value on revenue retention because revenue is king in any SaaS business. For example, you may lose 10 customers with subscriptions of $10,000 each for a total of $100,000 in lost EMBRACING YOUR MOST VOCAL CUSTOMERS (AND WHY TO WORRY If your customer is vocal, be grateful that they are opening up to you as these are the customers that likely want your company to succeed and believe in what you’re doing. They’re pushing you to be better. On the contrary, if your customer is silent, you need to listen to them in other ways and build relationships across the entireCLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
TOP CUSTOMER SUCCESS CONFERENCES IN 2021 Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everythingchanged.
YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
4 WAYS TO MEASURE CHURN & RETENTIONCLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
TOP CUSTOMER SUCCESS CONFERENCES IN 2021 Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everythingchanged.
YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
4 WAYS TO MEASURE CHURN & RETENTIONPRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) 4 WAYS TO MEASURE CHURN & RETENTION Calculation 1: Customer Retention Rate vs. Customer Churn Rate. While both revenue retention and customer retention are important, many SaaS companies place a higher value on revenue retention because revenue is king in any SaaS business. For example, you may lose 10 customers with subscriptions of $10,000 each for a total of $100,000 in lost 4 ENGAGEMENT MODELS FOR CUSTOMER SUCCESS 4 Hybrid Approaches to Customer Success Engagement. 1. High Touch Onboarding / High Touch Post Onboarding. The first hybrid engagement model is the high touch onboarding approach paired with the high touch post onboarding approach. This is a typical model used for enterprise software companies or those selling into the enterprise space. 5 BEST PRACTICES TO BUILD A CUSTOMER SUCCESS JOURNEY MAP Measure and optimize the journey map: Remember this map will change as your organization and customers evolve. It should never be something that you did years ago. Make sure that you are measuring results and optimizing the journey on a regular basis. Below is a simple example of a customer success journey map. THE 3 KEYS TO BUILDING RELATIONSHIP ROI Business is ultimately about relationships, and deeper relationships result in a higher lifetime value of the customer (LTV). Over the years I’ve often used the term “Relationship ROI” to describe the value that can come from developing and continually fostering relationships with customers and, more specifically, individuals within customer accounts. THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
CUSTOMER SUCCESS VS. CUSTOMER SUPPORT While it often times is tucked under the umbrella of customer success, customer support is truly its own function. This group, which seeks to solve individual product issues or provide product guidance for specific customers, is often more reactive in nature as the customer is usually calling to report a ticket or a problem they are EMBRACING YOUR MOST VOCAL CUSTOMERS (AND WHY TO WORRY If your customer is vocal, be grateful that they are opening up to you as these are the customers that likely want your company to succeed and believe in what you’re doing. They’re pushing you to be better. On the contrary, if your customer is silent, you need to listen to them in other ways and build relationships across the entireCLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your 3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
CLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your 3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
COMPANY | CLIENTSUCCESS ClientSuccess is more than our name. It’s who we are. It’s in our blood. We are obsessed with delivering an amazing experience, tangible value, and awesome solutions for our clients. We are not just selling products – we are focused on helping our clients deliver world-class client success, retention, andPRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
4 ENGAGEMENT MODELS FOR CUSTOMER SUCCESS 4 Hybrid Approaches to Customer Success Engagement. 1. High Touch Onboarding / High Touch Post Onboarding. The first hybrid engagement model is the high touch onboarding approach paired with the high touch post onboarding approach. This is a typical model used for enterprise software companies or those selling into the enterprise space. 4 WAYS TO MEASURE CHURN & RETENTION Calculation 1: Customer Retention Rate vs. Customer Churn Rate. While both revenue retention and customer retention are important, many SaaS companies place a higher value on revenue retention because revenue is king in any SaaS business. For example, you may lose 10 customers with subscriptions of $10,000 each for a total of $100,000 in lost THE 3 KEYS TO BUILDING RELATIONSHIP ROI Business is ultimately about relationships, and deeper relationships result in a higher lifetime value of the customer (LTV). Over the years I’ve often used the term “Relationship ROI” to describe the value that can come from developing and continually fostering relationships with customers and, more specifically, individuals within customer accounts. EMBRACING YOUR MOST VOCAL CUSTOMERS (AND WHY TO WORRY If your customer is vocal, be grateful that they are opening up to you as these are the customers that likely want your company to succeed and believe in what you’re doing. They’re pushing you to be better. On the contrary, if your customer is silent, you need to listen to them in other ways and build relationships across the entireCLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your 3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
CLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your 3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
COMPANY | CLIENTSUCCESS ClientSuccess is more than our name. It’s who we are. It’s in our blood. We are obsessed with delivering an amazing experience, tangible value, and awesome solutions for our clients. We are not just selling products – we are focused on helping our clients deliver world-class client success, retention, andPRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
4 ENGAGEMENT MODELS FOR CUSTOMER SUCCESS 4 Hybrid Approaches to Customer Success Engagement. 1. High Touch Onboarding / High Touch Post Onboarding. The first hybrid engagement model is the high touch onboarding approach paired with the high touch post onboarding approach. This is a typical model used for enterprise software companies or those selling into the enterprise space. 4 WAYS TO MEASURE CHURN & RETENTION Calculation 1: Customer Retention Rate vs. Customer Churn Rate. While both revenue retention and customer retention are important, many SaaS companies place a higher value on revenue retention because revenue is king in any SaaS business. For example, you may lose 10 customers with subscriptions of $10,000 each for a total of $100,000 in lost THE 3 KEYS TO BUILDING RELATIONSHIP ROI Business is ultimately about relationships, and deeper relationships result in a higher lifetime value of the customer (LTV). Over the years I’ve often used the term “Relationship ROI” to describe the value that can come from developing and continually fostering relationships with customers and, more specifically, individuals within customer accounts. EMBRACING YOUR MOST VOCAL CUSTOMERS (AND WHY TO WORRY If your customer is vocal, be grateful that they are opening up to you as these are the customers that likely want your company to succeed and believe in what you’re doing. They’re pushing you to be better. On the contrary, if your customer is silent, you need to listen to them in other ways and build relationships across the entireCLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company.PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) TOP CUSTOMER SUCCESS CONFERENCES IN 2021 Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everythingchanged.
BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with 4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
CLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company.PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) TOP CUSTOMER SUCCESS CONFERENCES IN 2021 Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everythingchanged.
BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with 4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more.HOW TO IDENTIFY
When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback.WEBINAR ARCHIVES
The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that HOW TO GET STARTED WITH A NEW CUSTOMER SUCCESS PLATFORM Getting started with a new customer success platform is your team’s chance to experience an onboarding process from your customer’s point of view. Make your value drivers and KPIs clear with your new vendor team to ensure success down the road. Build processes and workflows to make it easier for your CSMs to get up to speed. YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know 12 CUSTOMER SUCCESS BEST PRACTICES THAT CAN POSITIVELY 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. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. 19 QUALITIES THAT CAN MAKE GOOD CUSTOMER SUCCESS MANAGERS 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. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. HOW TO SET UP YOUR FIRST CUSTOMER ADVISORY BOARD (CAB After your CAB is formed, it’s time to plan your first meeting. It’s important to consider the agenda and have a well planned out several days for CAB, including a large focus on product, services, customer experience, open discussion, and breakouts. Pragmatic Marketing gives a great agenda breakdown which you can read on theirblog.
COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small SUPPORT VIEW APP AND HOW TO CONFIGURE Steps. 1. Submit a request to support@clientsuccess.com via the in-app Help button or email direct with the name of the solution you want to integrate with so that we can activate it on the back-end of the platform. 2. On the Apps & integrations screen, located underCLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company.PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) TOP CUSTOMER SUCCESS CONFERENCES IN 2021 Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everythingchanged.
BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with 4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
CLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company.PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) TOP CUSTOMER SUCCESS CONFERENCES IN 2021 Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everythingchanged.
BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with 4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THE Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more.HOW TO IDENTIFY
When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback.WEBINAR ARCHIVES
The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that HOW TO GET STARTED WITH A NEW CUSTOMER SUCCESS PLATFORM Getting started with a new customer success platform is your team’s chance to experience an onboarding process from your customer’s point of view. Make your value drivers and KPIs clear with your new vendor team to ensure success down the road. Build processes and workflows to make it easier for your CSMs to get up to speed. YOUR FIRST 90 DAYS AS A NEW CUSTOMER SUCCESS LEADER In this post, we’ll provide a sample 90-day plan that provides a rough outline of key milestones you should aim to achieve. You First 90 Days. Week 1: Meet Your Team. This is the first step in any new position, and an executive is no different. Make sure you know your team members, understand the organization of your department, and know 12 CUSTOMER SUCCESS BEST PRACTICES THAT CAN POSITIVELY 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. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. 19 QUALITIES THAT CAN MAKE GOOD CUSTOMER SUCCESS MANAGERS 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. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. HOW TO SET UP YOUR FIRST CUSTOMER ADVISORY BOARD (CAB After your CAB is formed, it’s time to plan your first meeting. It’s important to consider the agenda and have a well planned out several days for CAB, including a large focus on product, services, customer experience, open discussion, and breakouts. Pragmatic Marketing gives a great agenda breakdown which you can read on theirblog.
COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small SUPPORT VIEW APP AND HOW TO CONFIGURE Steps. 1. Submit a request to support@clientsuccess.com via the in-app Help button or email direct with the name of the solution you want to integrate with so that we can activate it on the back-end of the platform. 2. On the Apps & integrations screen, located underCLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company.PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) 4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THEHEALTH CUSTOMER SERVICEGLOBAL HEALTH INDEXWORLD HEALTH INDEXACCOUNT HEALTH CHECKCUSTOMER HEALTH INDEXSCORE HEALTH RENEWAL Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
THE 3 KEYS TO BUILDING RELATIONSHIP ROI HOW TO SET UP YOUR FIRST CUSTOMER ADVISORY BOARD (CAB After your CAB is formed, it’s time to plan your first meeting. It’s important to consider the agenda and have a well planned out several days for CAB, including a large focus on product, services, customer experience, open discussion, and breakouts. Pragmatic Marketing gives a great agenda breakdown which you can read on theirblog.
EMBRACING YOUR MOST VOCAL CUSTOMERS (AND WHY TO WORRY If your customer is vocal, be grateful that they are opening up to you as these are the customers that likely want your company to succeed and believe in what you’re doing. They’re pushing you to be better. On the contrary, if your customer is silent, you need to listen to them in other ways and build relationships across the entire THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
CLIENTSUCCESS
Customer success software that drives customer retention and growth across your entire company.PRESS & NEWS
ClientSuccess announces $1 million in funding to accelerate development and sales of their Customer Success Management Platform™ to help SaaS companies increase retention and growth. December 2, 2014. SILICON SLOPES, UTAH — ClientSuccess, a SaaS customer success management platform, today announced it has. read more. CUSTOMER SUCCESS TEAM SETUPS: PROS & CONS Pros: Allows your customer success team to be seen as a trusted advisor, focused on adoption, value realization, and ROI. Cons: Depending on comp structure and quota alignment, sales teams can focus more on current customer book of business then driving new business. 3. Sales to Customer Success (Immediate handoff) 4 STEPS TO MAPPING YOUR CUSTOMER’S SAAS JOURNEY Stage 1: Onboard. The onboarding stage of the customer SaaS journey is the best chance to make a good impression about your product, your company, and your team. Onboarding gets customers excited right out of the gate and sets the stage for the rest of the customer SaaS journey. Simply put – without a great onboarding experience your 6 METRICS THAT HELP CALCULATE YOUR CUSTOMER’S HEALTH & THEHEALTH CUSTOMER SERVICEGLOBAL HEALTH INDEXWORLD HEALTH INDEXACCOUNT HEALTH CHECKCUSTOMER HEALTH INDEXSCORE HEALTH RENEWAL Now let’s talk about six metrics to help you get started calculating customer health: 1. Product Usage. As a general rule of thumb, people tend to use the products and/or services that they like and ignore the ones they don’t. This is especially true when it comes to SaaS products and services. Measuring product usage can help alert your THE TRUE COST OF CUSTOMER CHURN 1. Lose Recurring Revenue. The easiest way to clearly understand the true cost of churn is by using hard numbers. Let’s say that, for example, your organization’s average contract value is $50,000. This means that losing even 10 customers a year valued at $50,000 each to churn can cost your organization upwards of $500,000 annually in lostARR.
THE 3 KEYS TO BUILDING RELATIONSHIP ROI HOW TO SET UP YOUR FIRST CUSTOMER ADVISORY BOARD (CAB After your CAB is formed, it’s time to plan your first meeting. It’s important to consider the agenda and have a well planned out several days for CAB, including a large focus on product, services, customer experience, open discussion, and breakouts. Pragmatic Marketing gives a great agenda breakdown which you can read on theirblog.
EMBRACING YOUR MOST VOCAL CUSTOMERS (AND WHY TO WORRY If your customer is vocal, be grateful that they are opening up to you as these are the customers that likely want your company to succeed and believe in what you’re doing. They’re pushing you to be better. On the contrary, if your customer is silent, you need to listen to them in other ways and build relationships across the entire THE SUNDOWN RULE & HOW IT RELATES TO CUSTOMER SUCCESS The Sundown Rule & How it Relates to Customer Success. April 26, 2016. Originally coined by Sam Walton, the “Sundown Rule” it’s a principle based on that old adage that goes “why put off until tomorrow what you can do today.”. Sam implemented the rule at Walmart which meant that the company answers requests, whether by thecustomer
GETTING BACK TO THE BASICS OF CUSTOMER SUCCESS Here are four basic tenets of customer success to remember this year: 1. Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entireorganization.
HOW TO GET STARTED WITH A NEW CUSTOMER SUCCESS PLATFORM Getting started with a new customer success platform is your team’s chance to experience an onboarding process from your customer’s point of view. Make your value drivers and KPIs clear with your new vendor team to ensure success down the road. Build processes and workflows to make it easier for your CSMs to get up to speed. BUILDING OUT YOUR CUSTOMER SUCCESS DEPARTMENT: 3 DO'S AND Below we’ll share 3 Do’s & 3 Don’ts of building a successful customer success department: 3 Do’s in Building Customer Success: 1. DO Ensure the Customer is Priority #1. When building out a winning customer success department, it’s important to keep the focus on the customer at all times. It’s easy for CSMs to get distracted with THE 3 KEYS TO BUILDING RELATIONSHIP ROI Business is ultimately about relationships, and deeper relationships result in a higher lifetime value of the customer (LTV). Over the years I’ve often used the term “Relationship ROI” to describe the value that can come from developing and continually fostering relationships with customers and, more specifically, individuals within customer accounts. 3 KEYS TO RESTORING CUSTOMER CONFIDENCE Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completelyprevent challenges.
SUPPORT VIEW APP AND HOW TO CONFIGURE Steps. 1. Submit a request to support@clientsuccess.com via the in-app Help button or email direct with the name of the solution you want to integrate with so that we can activate it on the back-end of the platform. 2. On the Apps & integrations screen, located under THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMER Competent at overcoming client issues. As a VP of Customer Experience, this candidate will have to deal with plenty of customer issues, both planned and unplanned. Together with the executive representative from Client Success (typically a c-level position), the VP of Customer Experience is responsible for ensuring positive, mutually beneficial COMPENSATION PLANS FOR CUSTOMER SUCCESS MANAGERS Compensation Plans for Customer Success Managers (CSMs) There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan. Typically, I see the following three CSM compensation models: Base Only – pure base salary with no bonus or variable component. Base + Bonus – base salary with a small 4 WAYS TO MEASURE CHURN & RETENTION Calculation 1: Customer Retention Rate vs. Customer Churn Rate. While both revenue retention and customer retention are important, many SaaS companies place a higher value on revenue retention because revenue is king in any SaaS business. For example, you may lose 10 customers with subscriptions of $10,000 each for a total of $100,000 in lost JIRA SUPPORT VIEW INTEGRATION 5. Add each of your clients as options. Note that the client name must be spelled EXACTLY as it is in ClientSuccess. 5b. Optionally, if you have a large number of clients and entering them all as options for the "picklist" is too much, you can also set this field type as a textfield.
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