How do you know if a customer is healthy? Well... by referring to their Customer Health Score, of course. When you're considering whether to establish a Customer Health Score, typically your end goal is to develop an Early Warning System to help your team focus on proactive Customer Success. Having an effective health score will help you: -Become proactive and data-driven -Manage your entire customer base -Have executive visibility on overall progress
Get the slides here!
58:48The handoff from Sales to Customer Success is the key to starting a successful customer onboarding process.
28:48In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous ter
48:48When you’re focused on acquiring more customers month on month and onboarding them into your product, it’s painful to see a significant chunk of your existing customers churn away - taking a swing at
30:29Because customer success is still new and developing, your job comes with its own set of challenges. Namely, you are doing work that hasn’t been done before, you’re learning as you go.
31:25Learn how to lead your customers towards success by focusing on customer outcomes, managing your capabilities, and understanding the complexities of the business.
35:20Live chat can be a highly effective channel for customer success, especially when it comes to driving engagement at critical touch points like onboarding, where timing is everything. At Help Scout, M
32:55While NPS and CSAT are essential to a solid Voice of the Customer Program, Customer Effort Score (CES) has proven to be the best CX metric to measure onboarding success.
The playlist below takes you through key questions Customer Success teams face. Just click on the tapes to start listening!
41:39A hurdle that customer success teams face is scaling from a budget and business-model standpoint, while still providing a consistent customer experience. Here are some strategies to solve this.
45:33By initiating and directing value-oriented conversations with your customer, you can effectively reduce churn, even before ROI is fully delivered. You best tool to initiate these discussions: QBRs.
1:09Amity provides the world's most powerful Customer Success software. Amity, senses changes in customer health or rhythms, recommends the right actions and measures effectiveness.
32:44With these techniques, a Customer Succes team can measure the exact working capacity of Success and Support, and create a structure that drives a “get things done” culture amongst its members.
39:28Learn how to design and use a proactive Customer Success playbook to manage the 90, 60, or 30 days prior to renewal and secure more wins. Renewals are a key process for SaaS Account Managers and CSMs.
28:04We know what customer success is supposed to do: predictably drive revenue growth. Breaking the cycle of limited customer success performance will allow your team to realize its full potential. If you
39:48A health score is a single actionable metric which you calculate by assembling multiple data points. It tells customer success managers which account to pay attention to, and when.
42:00CSMs are proficient at talking to customer champions and their teams, but in order to secure renewals, expansions, and opportunities, there's another person you need to talk to: the one who signs the
52:16Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behavior change, set realistic goals, and define s
41:25Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behaviour change, set realistic goals, and define
1:01:44Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're
30:34In this webinar, Ty Magnin from Appcues tells you exactly how Customer Success Managers can reduce churn with: customer onboarding, strategic lifecycle nudges, feature discovery. In the age where pro
