Customer Success Strategy Category - Page 18 of 21

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Strategies for Making High-Touch and Tech-Touch Friends, Not Enemies.

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. So, when the volume of customers creeps up, and we’re focused on deploying a tech-touch heavy approach, how do we stay engaged with the personal element of our customers? And […]

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Fundamentals: Focus on Retaining your Mid-tier Customers

Here we are in the midst of “the dog days of summer.” That time when productivity ebbs and new customer acquisition slows down. It seems people are more focused on vacations with the family and road trips to the beach than they are on actual business. Who can blame you for soaking up those last […]

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So, What’s an Acceptable Churn Rate?

From customer satisfaction to revenue, SaaS companies have many factors to worry about when it comes to keeping their business not only afloat, but also thriving. One such factor: What is your churn rate, and what can you do to decrease it? Reality check: these are critical questions, but they don’t have such a straightforward […]

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The Importance of Account Segmentation for Customer Success

You wouldn’t shop for furniture at the grocery store. You wouldn’t ask your accountant for help with child care. Why? Because there is a method to breaking things apart into what makes sense. Customer segmentation isn’t all that different. It makes sense that we divide our customers and prospects into various groups based upon their […]

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Setting Up Your Channel Partners for Customer Success

Customer Success goes beyond your customer-facing domain. It is about more than just delivering specific customer outcomes. An effective Customer Success strategy depends on buy-in from your channel partners as well. Regardless of the vendor – manufacturers, resellers, service providers, stakeholders – success for a customer means buy in from everyone. While many companies are […]

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Understanding the Connection Between Customer Success and Renewals

According to Harvard Business Review, acquiring a new customer is somewhere between five and 25 times more expensive than keeping a customer you already have, depending on what line of work you’re in. Think about all the time, energy, and money you spend on attracting new visitors, pursuing new leads, and closing new sales — […]

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Diamonds in the Rough: Finding Growth Opportunities in Your SMB Customers

As of 2018, there were slightly over 30 million small businesses in the United States. The number of businesses with more than 500 employees? Only 120,000. What this means is that small businesses are an enormous opportunity for any B2B software as a service (SaaS) business. If you can get in on the ground floor […]

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Who Owns Your Customer Communication? Marketing or Customer Success?

Fact: keeping customers is more cost effective than adding new ones. The numbers vary depending on industry, time scale, and who you ask, but the consensus is that it’s five to ten times more expensive to acquire a new customer than it is to retain an existing one. Furthermore, existing customers are more likely to […]

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Upgrade from Freemium to Premium with Tech Touch

Everyone loves free stuff — like free samples of fancy cheese at the grocery store. But there’s a reason the store hands out free samples, and it’s not out of the goodness of their heart. They want you to spend money on a whole block of the fancy cheese. Freemium SaaS models — where the […]

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Customer Success Tools: The New ATM?

In the 1980s, ATMs started to become widespread in banks across the country. Bank customers didn’t have to go up to the counter or interact with a human being at all in order to make a deposit or withdrawal, and tellers were worried. They thought ATMs would replace them, making their jobs unnecessary and at […]