Clarify Health Solutions’ Post

🤫 What the Category Creator in the #CustomerSuccess Industry doesn't want you to know 🤫 🚀 ChurnZero ranked highest in the current offering category in Forrester's #CustomerSuccess platform assessment. 🚀 Forrester’s independent assessment of the top vendors in the market gives ChurnZero the top score in the current offering category and a Strong Performer designation based on criteria including engagement across the customer lifecycle, process and workflow, insights and reporting, data and technology, and support and guidance.

🔊 We announced our new Customer Success program today, reimagining how customers accelerate business results through proactive solutions, industry-leading data, and deep expertise! Learn more about the new program here ⬇ #Yext #DigitalMarketing #CustomerSuccess

📣 Here are all the top LinkedIn posts on CS operations from 2/14 to 2/20. Annie Dean - why "CSMs all use CSP software" is a myth - https://lnkd.in/gXeE-w_X Amanda Huffman - major components of customer success operations - https://lnkd.in/gztbpCRM Antti Nevalainen - which view to use when mapping customer journeys - https://lnkd.in/gUJdfDK6 Daphne Costa Lopes - how to take away the data crunch and manual work - https://lnkd.in/gxCJsS-5 Jacki Leahy ✨ - top 5 revops trends for 2024 - https://lnkd.in/g8jKeY9Z Jeff Breunsbach - measuring customer engagement - https://lnkd.in/gVnAxgn6 -- 🚨 Did we miss a post? Let us know in the comments to make sure others don't miss it either 👇 ❤️ Was this helpful? Make sure to follow the Matik page to continue seeing these weekly roundups! -- 🌟 What is Matik? Matik automates the personalization of content, including data-driven elements like tables, charts, and insights. Compatible with Google Slides, Microsoft PowerPoint, and emails. See it in action: https://lnkd.in/gmWedmqb #revenueoperations #revops #customersuccess #csm

🏆 ChurnZero is the Top current offering category in the Market, According to Forrester 🏆 We're excited to announce that Forrester's independent assessment of the top CSP vendors has ranked ChurnZero #1! 🤩 We're also proud to have been designated as a Strong Performer overall, based on our engagement across the customer lifecycle, process and workflow, insights and reporting, data and technology, and support and guidance. 💪 This is a huge honor for our team, and it's a testament to our commitment to helping our customers reduce churn and increase customer lifetime value. 🎉 Here are just a few of the things that make ChurnZero the best CSP in the market: We're customer-obsessed. We listen to our customers and build the features and functionality they need to succeed. We're data-driven. We use data to help our customers understand their customers better and identify opportunities to reduce churn. We're innovative. We're constantly innovating and adding new features to our platform to help our customers stay ahead of the curve. If you're looking for the best CSP in the market, look no further than ChurnZero. 😊 #ChurnZero #CSP #CustomerSuccess #CustomerLifecycle 🎯 #CS https://lnkd.in/gdWcGXsQ

This week, as you have all seen, I am sharing 7 superpowers that we find in CSMs. Are you ready for the superpower number 5? - This one can be a little controversial. 5/7 - Data-Driven 👉🏿 CSMs leverage data analytics to track user behaviour and product usage patterns. By #analyzing this #data, they #identify #trends and #areas for #improvement. For example, if the data reveals that customers frequently use #specific product features, a CSM may recommend further enhancements to those #features. This data-driven strategy ensures that product development aligns closely with customers' evolving needs and preferences. 👉🏿 CSMs employ predictive analytics to anticipate customer needs and potential issues. By analyzing historical data, they can identify #patterns that indicate when customers may require additional support or guidance. For instance, if #data suggests a customer's usage has #decreased or deviated from the norm, a CSM can #proactively offer #assistance, preventing potential #challenges and enhancing the overall customer experience and #avoid #churns. This proactive, data-driven approach contributes to customer success by addressing issues before they #ARISE #CustomerSuccess #CSMSuperpowers #ClientEngagement #CustomerService #EmpathyInAction #SuccessStories #CustomerExperience #SuperheroCSMs #ProactiveSupport #AdaptabilitySkills #CommunicationMatters #DataDrivenSuccess #CollaborativeLeadership #TimeManagementSkills #ClientAdvocacy

Customer success teams must be able to prove the value of their product backed up by cold hard data, especially during times of economic uncertainty. When done the right way, building trust goes far beyond just the renewal period—it needs to be woven into every part of the customer journey. The entire customer journey presents countless opportunities to build trust. It's crucial to use the right data at each stage, but simply presenting data isn't enough. CS teams also help customers interpret insights to provide actionable next steps toward success. Taking a customer-centric approach with data-driven content enhances customer value perception beyond financial metrics, positioning you as a trusted advisor rather than a mere seller. This approach nurtures trust and fosters long-term loyalty. ⬇ Key components to prioritize in data-driven content include: 🚀 Onboarding: Highlight primary goals, purchase overview, and timeline data. 📈 Adoption: Showcase usage and feature adoption metrics at user and account levels. 🔄 Renewal: Review initial objectives and transition to ROI data illustrating product impact. 🌱 Expansion: Present benchmarking data that emphasizes the benefits of additional services or features. #CustomerSuccess #revenueoperations #revops #csm

For CS Professionals, data reigns supreme. Yet, there are moments when the numbers deceive us. We may see soaring usage and adoption rates, only to be blindsided by unexpected churns or dissatisfaction from clients. As CSMs, it's crucial to delve beyond the data and cultivate meaningful relationships with our clients. By understanding their unique challenges, goals, and pain points, we can uncover the hidden factors that may impact their satisfaction and retention. Moreover, it's imperative to 1. Adopt a Solution-Oriented Mindset, and 2. Constantly Seeking Innovative ways to address clients' Evolving Needs and Concerns. By proactively monitoring all factors throughout the customer lifecycle, from implementation to ongoing usage, we can better predict and mitigate potential churn risks. Ultimately, the key to driving long-term success lies not only in the data but also in our ability to forge genuine connections, anticipate challenges, and provide tailored solutions that truly resonate with our clients' objectives. Let's prioritize relationships, embrace a solutioning mindset, and pave the way for a brighter future of Customer Retention. #CustomerSuccess #SaaS #DataAnalytics #RelationshipBuilding #RetentionStrategies #SolutionMindset #CSM #cswithshubham

Struggling to juggle multiple systems for customer data? We have a new YouTube interview just for you. 🔍 In a recent discussion with Irit Eizips, Matthew Kaplon from Indeed sheds light on the challenges faced by Customer Success Managers (CSMs) when data is scattered across various systems. Imagine CSMs spending a significant portion of their time just hunting down crucial information, leading to productivity dips and trust issues in data accuracy. Key Highlights 🎯 - Streamline info access, save time, enhance customer interactions. - Boost trust and reliability with unified methodologies. - Shift focus from internal tasks to customer needs for better outcomes. The shift towards a centralized data management approach not only optimizes CSM performance but also elevates the overall customer experience. With these insights, CSMs can pave the way for impactful customer engagements, build trust, and drive business success. Link to the interview in the comments💡💬 #CSMEfficiency #DataDrivenSuccess #BusinessImpact

From Customer Loss to Customer Loyalty: The Power of Analytics in Contact Centers Customer experience (CX) is more than just a buzzword; it's a critical factor that can transform customer loss into loyalty. In a recent presentation, Peter Hornberger from Brightmetrics delved into the challenges and opportunities faced by contact centers and how analytics can drive significant improvements in customer retention.   Essential Metrics to Monitor: Response Times: One of the most telling customer satisfaction indicators is how quickly your team responds to inquiries. Long wait times can lead to frustration, whereas quick, efficient responses build trust and confidence. Call Abandonment Rates: A high abandonment rate could mean customers drop off before their issues are even addressed. This metric is a direct signal that the service process needs streamlining. Agent Performance: Measuring individual agent performance helps ensure consistency across your customer service team. Are agents resolving issues efficiently? Are they equipped with the right tools and training? Customer Effort Score (CES): How easy do customers find it to resolve their issues? Tracking CES helps gauge the overall effort required by customers to navigate your services. First Contact Resolution (FCR): How often are issues resolved on the first interaction? FCR is a key indicator of both agent effectiveness and overall customer satisfaction, as it minimizes the need for repeat calls or follow-ups.   Moving From Reactive to Proactive While these metrics are powerful, they shouldn’t be used solely to identify problems after they’ve already affected customers. A proactive approach to data allows contact centers to spot trends and inefficiencies before they escalate. By continuously analyzing performance, organizations can make real-time adjustments to improve service delivery, ensuring a seamless experience for customers.   Building a Metrics-Driven Culture To truly harness the power of analytics, contact centers must foster a culture where metrics and data drive decision-making. Here are some recommendations: Train teams to interpret data: Metrics can provide a wealth of insights, but only if employees are trained to understand them. Ensure your team knows how to interpret and use data to guide their actions. Set clear, actionable goals: It’s essential to track data and set specific, actionable goals based on that data. What’s the ideal response time for your organization? What FCR rate are you aiming for? Clearly defined targets will help drive improvement. Use data for continuous improvement: Metrics shouldn’t be static. Use them as a living part of your operation, making adjustments as customer expectations evolve and as your contact center matures. By focusing on these core metrics, contact centers can prevent customer loss and foster loyalty, driving long-term success. #contactcenters #genesys #mitel #ringcentral #analytics Brightmetrics www.brightmetrics.com

A business superpower: the ability to collect, analyze, and act upon data about how your business and your customers interact. Here are some interesting insights from a company helping others to gain that superpower and use it well: Brightmetrics. #WorthReading. 😎 https://lnkd.in/gJk5cz_h