Many businesses spend 80% of their budgets to acquire new customers and only 20% to retain current ones. As the acquisition-focused landscape becomes increasingly crowded, it’s important to recognize and value what’s actually driving your business: your customers. A brand that allocates more toward understanding, communicating with and learning from customers will see the benefits tenfold. Redirecting …
Here’s an all-too-familiar situation for those of us on the front lines of customer success: You get an email from a customer asking for custom work on their implementation. Because the customer is a rocky account, you feel obligated to agree. You know you have a full plate for the day, so you tell yourself you …
Customer success is a relatively new discipline in the SaaS world and consequently there are many unanswered questions about how best to build and manage great CS teams. Because the financial impact of a great CS team is compounded monthly and can meaningfully increase the growth and decrease the cash needs of SaaS startups, it’s critical for …
Recognition of the value of customer success is advancing rapidly and this discipline requires a new breed of professionals. Yet until more candidates see that a career which includes customer success can be as fulfilling as one which emphasizes finance or marketing, we will see a gap between the number of openings and the number …
As customer success pros, we live and breath the idea that “Success is the new sales.” But for this to be really true, executives can no longer can measure just two or three top line metrics to understand the health of the business or to predict what the business will look like in a year or …
We begin this week with some exciting news for the team here at ChurnZero: we were named by Washington Business Journal as one of five DC startups that could be the next big thing! In the article, our CEO You Mon Tsang talks about his long career as a successful entrepreneur, starting and selling three companies in …
On the other end of the marketing funnel… is another funnel. If marketing and sales drive the marketing funnel, you could make the argument that the other end is driven by the customer success team or by customer success marketing. The tactics involved to move customers from ‘unknown lead’ to ‘active user’ have corresponding tactics on …
You head into work with a strict schedule: call your three newest customers to see how onboarding is going, meet with the product and development teams and finish helping the client who phoned in yesterday with questions about your app’s newest feature. You’re chugging along when all of a sudden you get a call – …
As customer success teams know all too well, relationship types can be positive or negative, distant or intimate, and intense or weak, communicative or noncommunicative, and so on. Your CSM team has customers with various needs that may even change on a daily or weekly basis. Before companies can improve how they engage with customers …
Conversation has always been part of marketing and customer relations. As David Weinburger put it back in 1999, “markets are nothing more than conversations.” Back then, conversations were mainly held and directed by the company; personalizing messages at scale was basically impossible. Today, on the other hand, we have the technology to reach out to millions of …
What does it take to build and sustain a customer-centric culture in your organization? What are the key decisions to accelerate your progress? What would you do differently if you could build your Customer Success program from scratch? According to Kristen Engelhardt, Vice President, Voice of the Customer at Salesforce, there are seven key decisions that put …
By all accounts the Customer Success industry is on the rise – everyone is talking about it, sharing ideas and theories, getting excited by the potential to impact critical business goals. Yet companies still wait too long to hire in customer success, even when they know they shouldn’t. Generally companies wait on their first CSM hire for …
Timing is everything in life and love – and in upsells! Knowing when to present an offer to a customer is just as important as knowing what offer to present. In this great read we get 13 smart tips for achieving upsells for your customers. We recommend checking out the full list but here are three we feel are …
Cross-functional communication is one of the keys to effective Customer Success. This single factor transcends industry, business model and your company’s use of technology. At a fundamental level, cross-functional communication is the same as empathy – the ability to understand and share the feelings of another. Within Customer Success, your ability to be empathetic is tied to …
You already know the value of Net promoter Scores (NPS) and feedback forms from customers. And you undoubtedly also understand the vital importance of building a culture of innovation so that new ideas and solutions can come from anyone on the team. Then, why don’t you tap into the resource of validating product experiments and company direction …
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