Lori Cole - Customer Success Team Member | iHire
iHire
APRIL 1, 2022
Meet your iHire Customer Success Team Member, Lori Cole! Lori leads our Customer Success Team and also plays a key role in new product development.
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Dawn Fischer - Customer Success Team Member | iHire
iHire
APRIL 1, 2022
Meet your iHire Customer Success Team Member, Dawn Fischer! Dawn provides stellar customer service and project support for numerous departments.
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Jan Frick - Customer Success Team Member | iHire
iHire
APRIL 1, 2022
Learn more about Customer Success Team Member Jan Frick and what she loves most about being a part of the iHire team.
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The Secret to Success: Process Street’s Customer Success Team Tell All
The Process Street
JANUARY 4, 2021
I’m sure we’ve all had similar “ abandonment ” experiences when we were kids, but maybe we’ve had some more recently too… Feeling lost, abandoned, and unappreciated is the #1 reason customers move away from products and services and is why 52% of customers will never touch a brand again. Humans are driven by feelings.
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Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?
Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley
In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience. Tune into the webinar to learn: What specific channels do customers go for feedback. What should you not say?
Lori Cole - Customer Success Team Member | iHire
iHire
JANUARY 20, 2021
Meet your iHire Customer Success Team Member, Lori Cole! Lori leads our Customer Success Team and also plays a key role in new product development.
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Dawn Fischer - Customer Success Team Member | iHire
iHire
JANUARY 20, 2021
Meet your iHire Customer Success Team Member, Dawn Fischer! Dawn provides stellar customer service and project support for numerous departments.
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Lori Cole - Customer Success Team Member | iHire
iHire
OCTOBER 13, 2021
Meet your iHire Customer Success Team Member, Lori Cole! Lori leads our Customer Success Team and also plays a key role in new product development.
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Jan Frick - Customer Success Team Member | iHire
iHire
JANUARY 20, 2021
Learn more about Customer Success Team Member Jan Frick and what she loves most about being a part of the iHire team.
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Dawn Fischer - Customer Success Team Member | iHire
iHire
OCTOBER 13, 2021
Meet your iHire Customer Success Team Member, Dawn Fischer! Dawn provides stellar customer service and project support for numerous departments.
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Jan Frick - Customer Success Team Member | iHire
iHire
OCTOBER 13, 2021
Learn more about Customer Success Team Member Jan Frick and what she loves most about being a part of the iHire team.
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Customer Success Operations: How to Build Repeatable Processes to Scale and Grow
The Process Street
JANUARY 29, 2021
It was our job to deal with customer queries and complaints, to answer questions, and to make sure the service we provided met the customer’s needs. The email incident : My colleague forwarded a customer complaint email to our manager, adding an inappropriate comment to display his frustrations with that said customer.
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Find the Best Customer Success Software & Grow Lifetime Customers
The Process Street
DECEMBER 7, 2020
With this small but effective tip, I’ve not only taught you how to get more value out of your phone, but I’ve also given you an example of how customer success works. Now, if I was an organization, I’d want to provide this type of value to my customers on a far larger scale – all of the time.
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Customer Success 2.0: The Essential Software Stack to Execute McKinsey’s Model
The Process Street
MAY 31, 2021
Research shows that a 5% increase in customer retention rates can boost profits by 55%. With this in mind, when it comes to customer success , it’s important you play your cards right to retain your customers. But before all, let’s quickly recap the basics, and define the difference between customer success 1.0
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There’s a New Way CS Leaders Should Measure Value Generated
The Process Street
JUNE 30, 2021
This is altering customer expectations and demands, presenting critical challenges for customer success teams globally. To successfully ride this wave of change, Deloitte – and us here at Process Street – believe businesses should rethink how they are measuring value delivered to the customer.
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How to Manage a Successful CS Transformation to Be More Customer-Centric
The Process Street
JUNE 21, 2021
A recent Deloitte study found a mere 30% of respondents stated customer success was a strategic priority by the board of directors. Only 26% reported official business communications to regularly mention customer success. To respond, organizations need to focus on customer success (CS). Wilburn and H.
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Customer Success Onboarding: Learn How to Improve Profitability and Reduce Customer Churn
The Process Street
MARCH 3, 2021
90% of customers feel that the companies they buy from could do better when it comes to how they experience onboarding. Customer success is about helping your customers understand and leverage the value of your product; you’re basically helping them achieve their goals. The customer onboarding process.
7 Questions to Ask When Auditing Your Customer Success Processes
The Process Street
SEPTEMBER 6, 2021
Bora Lee is the Manager of Customer Enablement at ChurnZero. She is passionate about helping customer success teams succeed by crafting big-picture strategies executed through automated, streamlined processes that put the right data in front of the right customer at exactly the right time.
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4 Customer Success Metrics to Inform Your Product-Led (Expansion) Growth Strategy
The Process Street
AUGUST 2, 2021
In 2021, 76% of surveyed CS professionals said they had a team consisting of more than 10 people. Welcome to the customer success era. In this CS era, business focus is on customer experience. And when it comes to your product, this means to show and let your customer try your offering.
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5 Tips to Make Your Customer Success Vectors Actual Vectors (KSIs Not KPIs)
The Process Street
JUNE 14, 2021
79% of marketers state customer experience strategies need to focus on customer retention. Yet, according to McKinsey and Company , there’s too much focus on churn reduction with a lack of consideration on what the customer wants. To do this, you need customer success vectors. Let’s jump to it!
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Exclusive: iManage Reveals Details On Its Growth, Lays Out Plans to Further Leverage Gen AI, Partnerships
LawSites
MARCH 13, 2024
Among the most enduring yet dramatic success stories in legal tech is that of iManage , the document and email management company. Among its customers are more than 40% of Fortune 100 companies, 80% of the Am Law 100, major accounting and financial institutions throughout the world, and thousands of smaller, boutique customers, it says.
Why You Need an Account Health Scorecard Which Measures Customer Health and Yours! (Free Template)
The Process Street
JULY 2, 2021
Companies with a customer-centric account health scoring system enjoy a 95% increase in customer retention. To be more customer-centric, you need an account health scorecard that takes a holistic approach to measure your health and your customers’ health. Why you need an account health scorecard.
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5 Steps to Apply Deloitte’s Customer Service Delivery Model in SaaS
The Process Street
JULY 21, 2021
According to Bain & Company , a mere 5% increase in customer retention can equate to a profit boost of 25%. This is because repeat customers will spend more with your brand – 67% more to be exact. Providing a top-notch customer service allows your business to recoup customer acquisition costs and cultivate a loyal following.
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Process Street Highway 2021: Welcome to the Future of Process Management
The Process Street
OCTOBER 1, 2021
Everyone involved, from our internal team to the guest speakers did such an amazing job pulling this together, and we’re super proud and excited to share the recordings with everyone. Remote Team Management Secrets with Zapier CEO, Wade Foster. Talking Customer Success Strategies and Tips for Remote Teams with Jay Nathan.
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8 Actionable Ways to Make Your Customer’s Success Milestones Product-Oriented
The Process Street
JULY 26, 2021
According to a 2020 Walker study , 86% of buyers will pay more for a better customer experience. Customer experience is a key brand differentiator, and getting it right can determine the difference between success and failure. That is, you’ll learn how to focus on the customer’s experience when using your product.
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Employee Spotlight: Brenda Chan (Customer Support Level 2)
The Process Street
OCTOBER 12, 2023
In this Spotlight Series blog, we learn all about Brenda Chan, currently working at Customer Support Level 2 as part of the Customer Success team. We’re fortunate to have her as part of our team, where her expertise and enthusiasm continue to shine, making our customer support experience top-notch.
Kunoor Chopra Joins Cloud Court Advisory Board
The Cloud Court Blog
JULY 14, 2023
The Cloud Court team is incredibly excited to have the benefit of Kunoor’s deep experience in the successful deployment of bleeding edge LegalTech within organizations. Please join the Cloud Court team in welcoming Kunoor Chopra to our Board of Advisors. Kunoor holds a JD from Loyola Law School and a BA from UCLA.
Get the Most Out Of Your Work Apps with Automations! 4 Free Workflows
The Process Street
JUNE 7, 2021
For years, Process Street customers have been automating work and showing us first-hand the value of integrating Process Street with other tools to create powerful workflows like updating Salesforce opportunities, filing Jira tickets, and sending DocuSign contracts. How to use Automations to streamline your customer success workflows.
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Celebrating 1 Million Workflows and Beyond! Inside our Record-Breaking Year at Process Street
The Process Street
DECEMBER 22, 2021
That’s 1 million ways you’re helping us with our mission of making recurring work everywhere fun, fast, and faultless for teams everywhere. Pages is a free-for-everyone knowledge base for your entire team. It’s where nearly all our team communication happens. Same with many of our customers. With the 3.0
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What to Do About Ghost Customers? 5 Tips for Successful Reactivation
The Process Street
DECEMBER 6, 2021
Customer whose payment didn’t go through and involuntarily canceled their subscription to your service because they didn’t realize it. But there is no missed connections column for lost customers. Or, at least, nagging our CS and Ops Team Manager, Blake Bailey, until he spills all his secrets.). High school best friend.
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Voting Is Open! Pick the 15 Finalists to Compete At Startup Alley at ABA TECHSHOW 2024 in February
LawSites
DECEMBER 4, 2023
Demo video: [link] Founded: 5/1/2023, Columbus, Ohio Target customer: Solo, small firm, and legal Aid organizations that are engaged in litigation. Ensuring alignment between service prices and delivered value, AltFee encourages teams to share insights, collaborate, and analyze data trends. What makes you unique or innovative?
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Supercharge Your Processes with the Scale, Security, and Services of Process Street for Enterprise
The Process Street
MARCH 15, 2022
Over time, we’ve also realized our unique ability to help customers attack and overcome these challenges. When the teams in your organization become less unified around processes, you increasingly face slowdowns, mistakes, and missed opportunities. Modern process management is more critical for enterprises today than ever before.
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How to Build a Successful Go-to-Market Strategy
The Process Street
MARCH 12, 2021
If successful, a go-to-market strategy will be your salvation and prevent you from failure. Through the course of his career at companies like Twilio , SendGrid , Twitter , Dynamic Signal , and now Process Street , Bryan has noticed what contributes to GTM success. Key steps to building a successful go-to-market strategy.
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Improve Employee Retention by 82% With These 16 Onboarding Best Practices
The Process Street
MARCH 8, 2021
. “Organizations with a strong onboarding process improve new hire retention by 82% and productivity by over 70%” Now consider the cost of hiring a new employee is between ~ 6-9 months salary (the average salary for a customer success manager in the U.S. is ~$85,000 annually). Why onboarding is important for retention.
Bring Your Customer Success Out of the Stone Age by Building Your Company’s People Intelligence
The Process Street
JULY 19, 2021
80% of consumers say that customer experience is just as important as the products or services that a company provides. Employees and new hires must have the skills to create positive experiences that bring customers back and get them to spread the word about your brand. How can improving customer service boost your bottom line?
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Get Powerful Insights Into All Your Company Processes With Our BI Integrations
The Process Street
OCTOBER 17, 2023
Wouldn’t it be useful to have a custom-made dashboard so you can get answers to these types of questions with one, quick glance? If you need to track, measure, and report on the performance of teams and processes across the entire organization, then this is the tool for you.
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Former PCLaw CEO Olivia Mockel Named President and COO of Practice Management Company ZenCase
LawSites
OCTOBER 19, 2023
.” Mockel was most recently chief executive officer of PCLaw | Time Matters , a joint venture of LEAP Legal Software and LexisNexis, where she is credited with having driven substantial growth and development, particularly in the areas of product enhancement and customer satisfaction.
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Brightflag Makes First Acquisition, Adding Joinder to Legal Operations Platform
LegalReader
JANUARY 20, 2022
The acquisition expands the Brightflag team to 150 legal experts, technology visionaries, and customer success advocates with offices in California,
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Mastering Contract Lifecycle Management Implementation: Key Strategies and the Role of Managed Legal Service Providers
Cenza
AUGUST 24, 2023
Customization and Integration: Strategy: Customize the CLM solution to match your organization’s existing processes and systems. Managed Legal Service Support: Cenza has the technical expertise to assist in customizing the CLM solution and ensuring smooth integration with your existing technology stack.
How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!)
The Process Street
MAY 17, 2021
To excel at customer success you need to understand your customer health score. According to a study by Gartner, 88% of Account Managers (CSMs) think they can grow by delivering a great service, which is reflected in your customer health score measures. Our secret source: 7 indicators for calculating customer success.
On LawNext: How iManage Is ‘Making Knowledge Work’ for Legal Professionals, with CEO Neil Araujo
LawSites
APRIL 3, 2024
With the tagline “Making Knowledge Work,” the document management company iManage is enormously successful within the legal industry, with more than 4,000 customers across six continents, including 80% of the Am Law 100 and more than 40% of Fortune 100 companies.
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How Revenue Operations Can Support & Increase Sales Growth
The Process Street
DECEMBER 8, 2021
For many years, businesses have seen better sales & business performance as a result of dedicated departmental operations managers: Sales operations, marketing operations, customer operations, systems operations, they all work to improve the operational efficiency of their teams.
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The Ultimate Process Management Software Buyer’s Guide: How to Choose The Perfect Platform
The Process Street
JANUARY 5, 2022
If you need to manage any kind of recurring work in your team, but aren’t sure what to look for in a process management software, then this guide will give you all of the information you need to help you make sense of the marketplace and make the best decision possible. Signs you need process management software.
Show Your Customers You Care: 5 Ways to Improve Your Customer Experience
The Process Street
APRIL 27, 2022
In Forbes’ annual list of the World’s Most Valuable Brands , Apple, Google, Microsoft, Amazon, and (META) Facebook are identified as some of the top-performing companies, with earnings being a key indicator of their success. Either way, customer experience and going all out to impress your audience is one area you cannot afford to neglect.
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