MasterClass

MasterClass and Best Practices

By ClientSuccess1 author25 articles

4 Segmented Strategic Views for Frontline CSMsLearn four segmented strategic views for frontline CSMs, using segmentation by customer health or Pulse, engagement, product usage, and renewals.
8 Ways to Measure Churn and RetentionUnderstand eight ways to measure churn and retention, including customer retention rate, gross and net revenue retention, revenue churn, and renewal rates.
Aligning Customer Success & Customer SupportLearn how to align customer success and customer support teams by defining handoffs, ownership, responsibilities, and processes to prevent churn and confusion.
Calculating Upsell [Legacy]Understand how legacy midterm upsell is calculated in ClientSuccess, with examples showing how ARR, MRR, and TSV change when seats are added midterm.
Customer Onboarding OverviewGet an overview of the ClientSuccess customer onboarding program, including the team roles, framework, prerequisites, and kickoff preparation PDF.
Customer Pulse Reason Report: How to Win Hearts and Change Minds at the Executive TableWatch a video on the Customer Pulse Reason Report in ClientSuccess and how to use Pulse data to communicate customer health to executives.
Developing a Commercial MindsetLearn how CSMs develop a commercial mindset and earn a seat at the executive level by revisiting goals and KPIs, holding standing meetings, and over-delivering.
Engagement Report: How to Effectively Plan for CSM Capacity with Data to Prove ItWatch a video on using the Engagement Report in ClientSuccess to plan CSM capacity and workload with engagement data to support staffing decisions.
Frequently Asked QuestionsFrequently asked questions on ClientSuccess contacts, clients, engagements, alerts, renewals, email automation, SuccessCycles, SuccessScore, and Pulse.
Goals: Building, Tracking and Reporting on SuccessWatch a video on Goals in ClientSuccess covering how to build, track, and report on customer success goals and outcomes for your clients.
How to Build a Culture of Customer SuccessLearn five strategies to build a company-wide culture of customer success, from aligning CSMs to customer goals and KPIs to using feedback and being proactive.
Managing and Optimizing Engagement Tracking in ClientSuccessWatch a video on managing and optimizing engagement tracking in ClientSuccess to monitor client touchpoints, interactions, and CSM activity.
Mastering the Pulse ScoreWatch a video on mastering the Pulse score in ClientSuccess, the CSM-driven sentiment indicator used to track and communicate customer health.
Overview of ClientSuccessGet a video overview of ClientSuccess modules: Client Screen, SuccessCycles, to-dos, Pulse, SuccessScore, Engagements, Scorecard, revenue, and alerts.
Powering Your Playbooks with SuccessCyclesWatch a video on powering customer success playbooks with SuccessCycles in ClientSuccess to standardize lifecycle stages, tasks, and best practices.
Quick-Start guideFollow the ClientSuccess quick-start guide: connect email, set up SuccessCycles, client types, reason codes, alerts, users, products, and client data.
Reporting - Managing the Metrics that Power Your BusinessWatch a video overview of ClientSuccess reporting and how to manage the customer success metrics that power your business, from health to revenue.
Risk Mitigation Best PracticesLearn risk mitigation best practices to decrease churn, including tracking usage patterns, watching organizational changes, and building relationships high and wide.
SuccessScore: Defining, Designing and Mastering Customer Health in ClientSuccessWatch a video on SuccessScore in ClientSuccess covering how to define, design, and master a customer health score for your client portfolio.
The Customer Success DictionaryUnderstand key customer success terms with this dictionary covering onboarding, usage, engagement, health score, NPS, CSAT, churn, renewal, upsell, and adoption.
The Digital Touch - Customer Success at ScaleWatch a video on digital touch strategies for scaling customer success, using automation and tech-touch engagement to manage large client segments.
The Renewal Health Report - How to Log Your Way to a Crystal Clear Visual ForecastWatch a video on the Renewal Health Report in ClientSuccess and how logging renewal health builds a clear visual forecast of upcoming renewals.
Tracking and Managing Upsell, Cross-Sell and Down-Sell Revenue in ClientSuccessWatch a video on tracking upsell, cross-sell, and down-sell revenue in ClientSuccess using subscriptions to manage expansion and contraction.
Usage Data: How to Ingest It and Use It to Power Your Customer StrategyWatch a video on ingesting product usage data into ClientSuccess and using it to power your customer success strategy and health insights.
Who Should Own Renewal Management?Understand who should own renewal management, comparing three models where sales, customer success, or a separate account team owns expansion and renewals.