Tag: clients

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How To Prepare For Tough Conversations

It’s rewarding to share good news and everyone wants to hear good news. Those conversations are easy. The best part of my job is when I get to tell a client their issues are fixed! Everything is great! Unfortunately, all conversations at work are not good news. Sometimes I have to share TERRIBLE news and DIFFICULT situations in TOUGH conversations. If you manage clients … Read More How To Prepare For Tough Conversations

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When Your Client Decides To Cancel

When my client cancels their contract, it can feel like a breakup. Why don’t they want to work with my company anymore? Don’t they love our products? We invested so much in each other, but now they want to cancel their contract. Where do we go from here? Can I save this account? I work the Software as a Service (SAAS) industry. This means … Read More When Your Client Decides To Cancel

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Which Customers Should I Give The Most Attention?

Easy answer: All of them. Every customer is important. I engage with all of my clients (big or small) and let them know they are valued. Your company might already have a structure in place, for example, smaller contracts are directed to the help desk and larger clients are given a primary contact (a Client Success Manager like me). Your company might grade customers … Read More Which Customers Should I Give The Most Attention?

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What does Client Success Even Mean?

What does client success mean? Client Success or Customer Delivery departments are a blend of account management, sales, and services. It is a somewhat new term used to shift companies to a customer-centric focus. To me client success exists to ensure the client is has a trusted and valued relationship with your company. According to clientsuccess.com, It is a proactive, real-time sales approach consisting of … Read More What does Client Success Even Mean?