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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) 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 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.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) 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 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. 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. 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.
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. 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 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 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. 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 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 THE PERFECT JOB DESCRIPTION FOR A VP OF CUSTOMERSEE MORE ONCLIENTSUCCESS.COM
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.
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 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
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.
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.
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
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.
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
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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WE HELP YOU RETAIN AND GROW YOUR EXISTING CUSTOMER BASE CUSTOMER SUCCESS SOFTWARE THAT HELPS YOU BUILD RELATIONSHIPS THATLAST.
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CLIENTSUCCESS IS A CUSTOMER SUCCESS SOFTWARE PLATFORM THAT HELPS EXECUTIVES AND THEIR CUSTOMER SUCCESS TEAMS RETAIN AND GROW THEIR EXISTING CUSTOMER BASE. BUILDING RELATIONSHIPS THAT LAST Our mission is to help you build relationships that last™. We believe that SaaS is more than software and service. It’s about building relationships around value. We know that recurring revenue requires recurring value along the customer journey. That’s what our customer success platform helps you do—deliver the right value at the right time to the right customer.Request a Demo
USED BY INDUSTRY LEADERSTED RUSCITTI
CHIEF CUSTOMER OFFICER “ClientSuccess brings real-time visibility about client health to our customer success and account management teams. This visibility helps me communicate to the executive team where we stand on risks and opportunities for growth. ClientSuccess helps us focus the right resources at the right time."CHRISTIAN KUEHNE
DIRECTOR OF CUSTOMER SUCCESS “ClientSuccess has helped us streamline our customer lifecycle management and has provided us with the ability to build customized health scores to objectively judge each account. ClientSuccess has allowed me to quickly assign tasks to my team and see the engagement and health associated with each account.”JESSE BRIGHTMAN
HEAD OF CUSTOMER SUCCESS “If you are looking to scale your customer success efforts and consolidate your customer success operations into one platform, it would be hard to beat the functionality of ClientSuccess because of the SuccessCycles (lifecycle management) functionality, along with the Salesforce integration.” THE SOURCE OF TRUTH FOR CUSTOMER SUCCESS ClientSuccess helps you and your customer success teams deliver the source of truth for customer success SaaS subscriptions and revenue. REAL-TIME VISIBILITY ClientSuccess helps you and your teams deliver real-time visibility into SaaS subscriptions and revenue like MRR and ARR from one platform—no more disparate systems or double entry. Your executive team will have an accurate picture of customer subscription revenueand risks.
WHO, WHEN, WHY
ClientSuccess gives your team real-time alerts and insights into who to talk to, when to talk, and why so you can deliver a proactive approach to retain customers. With real-time alerts, trends, and reports around your entire portfolio and customer segments—you’ll eliminate surprises.ALL IN ONE PLACE
ClientSuccess places all customer data and insights in one place. We give you all the tools to proactively track, manage, forecast, and book SaaS subscriptions and revenue from one system—even better it syncs seamlessly with Salesforce to make your sales team happy. KNOW CUSTOMER HEALTH & MUCH MORE SUCCESSSCORE—THE HOLISTIC CUSTOMER SCORE KNOW CUSTOMER HEALTH & MUCH MORE SUCCESSSCORE—THE HOLISTIC CUSTOMER SCORE ClientSuccess SuccessScore™ helps you build out predictable and weighted scores based on metric groups that matter to you. SuccessScore allows your organization to report on customer health or any configured score through a consistent approach that delivers alignment and visibility to your entire organization. OPTIMIZE THE CUSTOMER JOURNEY POWERFUL CUSTOMER LIFECYCLE MANAGEMENT ClientSuccess SuccessCycle™ provides you the framework to define, manage, and measure success throughout the entire customer journey (lifecycle). Leverage best practice methodologies for onboarding, deployment, adoption, growth, and renewal, or customize your own methodology with key activities, goals and milestones that are specific to your product or service.KNOW YOUR GAME PLAN
DAILY DIGEST OF CUSTOMER HEALTHKNOW YOUR GAME PLAN
DAILY DIGEST OF CUSTOMER HEALTH ClientSuccess Insights™ are delivered to your team in real-time and to their email inbox each morning as a daily digest. Your team starts each day with a clear game plan and actionable insights. ALL COMMUNICATION IN ONE PLACE ENGAGEMENT MANAGEMENT THAT DRIVES CUSTOMER HEALTH With ClientSuccess Engagement™ your team has one place to track every email, phone call, and meeting. Our Gmail and Office 365 email integrations capture every email. You’ll have visibility into the last conversation and context to understand the real story. Your team will know how to foster relationships with the right people at theright frequency.
KNOW WHEN PRODUCT USAGE SLIPS PRODUCT USAGE TRACKING WITH POWERFUL RESULTS KNOW WHEN PRODUCT USAGE SLIPS PRODUCT USAGE TRACKING WITH POWERFUL RESULTS With ClientSuccess Usage™, your team will have insights into how customers are engaging with your product. You can set up product usage tracking and alerts to know the moment your customers are slipping with product usage. These product usage alerts will help your team know who needs extra help the minute they need it. You’ll eliminate surprises around product usage. MAKE THE RIGHT DECISIONS REPORTS & DASHBOARD TO KNOW THE REAL STORY We give you and your teams real-time visibility into the health of your subscription revenue, customer health, risk factors, trends, and other key indicators that help you make the right decisions to remove roadblocks and grow your customer base. No more spreadsheets and late night number crunching. DELIVER CUSTOMER SUCCESS AT SCALE GIVE YOUR TEAM THE RIGHT TOOLS TO DELIVER CUSTOMER SUCCESS.__
ENGAGEMENT
All conversations in one place. Foster relationships with the right people and the right frequency. Plus, no more BCC or cut-n-paste with our Gmail and Office 365 integration.__
SUBSCRIPTION MANAGEMENT Manage subscriptions, renewals, and expansion revenue and metrics in one place. Deliver the customer success source of truth with the Salesforce automatic Subscription sync.__
ALERTS & ACTIONS
Our advanced algorithm helps your team talk to the right customers at the right times so you can deliver proactive customer success at scale and grow your existing customer base.__
PULSE
Pulse helps you answer why. With a simple, regular note from the team, this key metric helps round out the ClientSuccess SuccessScore™ with a personal perspective on customer health.__
CONTACTS
We help your teams keep track of key contacts, users, and executive sponsors within organizations, and how often you’ve engaged. Plus contacts sync with Salesforce.__
SUCCESSCYCLE™
Define, manage, and measure your methodology for driving success throughout the lifecycle. Leverage industry best practices or customize to your product and team’s unique approach.__
TO-DOS
Know what to do and when to do it. Never forget to follow up, schedule a meeting, or deliver on a meeting commitment. Ensure nothing fallsthrough the cracks.
__
SUPPORT VIEW
ClientSuccess Support View™ integrates with the most popular customer support tools to let you know immediately when your customers reach out for help and follow it through to resolution.__
SCORECARD
Want to measure strategic goals and scores? Create a customized scorecard and track your progress for each customer. Provide visibility into your scores and areas to improve.EMAIL AUTOMATION
Standardize and automate email communication to targeted customer segments along their customer journey in ClientSuccess. Deliver the right communication at the right time.__
USAGE
Now you can know who is using your product and how engaged they are. With ClientSuccess Usage™ you’ll have immediate visibility into product usage for each of your customers.SUCCESSSCORE™
ClientSuccess SuccessScore helps you build out predictable and weighted scores based on metric groups that matter to you. Understand customer health and much more. ALL CUSTOMER DATA IN ONE PLACE INTEGRATE YOUR FAVORITE SOFTWARE ClientSuccess integrates with the most popular CRM, support, and communication platforms—with more becoming available each week. The more you connect, the better it gets. We also provide a world-class API to help you leverage current customer systems and data. Get ready to leverage all you customer data at scale.GET STARTED
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