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 — […]
read moreHow To Measure Customer Adoption
Imagine one of those food subscription services that sends you the ingredients to easily make meals at home — we’ll call it FoodBox. You sign up for a FoodBox subscription that sends you five dinners for the week, and the box arrives the following Monday. As it turns out, some of the recipes are too […]
read moreCustomer Retention Strategy: Measuring & Managing Subscription Consumption
The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. And […]
read moreCustomers Can’t Live on Automation Alone
Is it possible to have too much of a good thing? If we’re talking about time at the beach or the love of a puppy, I’d argue the answer is no. However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Fundamentally, it’s proven that the […]
read moreChampagne Results on Juice Box Budgets: Winning Customer Success Through vCSM Engagement
Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the […]
read more3 Customer Success Best Practices to Scale People & Automation
In a fast-paced, resource-strapped world, solving problems through automation is a no-brainer. Auto-delivering customer communications through technology can cost less and is often faster. Plus, hurried customers who just need answers love real-time, no hassle responses. What customers don’t love is never having the option of human engagement — even when they don’t realize they’re […]
read moreLesson Learned: Spending 2 Days in the Mountains with 100 Customer Success Leaders
I recently spent a few days in the mountains of Utah with 100 CS leaders. I say ‘leaders,’ not because of the VP title they wore on a lanyard, but because everyone showed up – ready to learn, ready to engage and ready to lead. My goal of attending CS100 was simple. To leave this […]
read moreBridging the Gap Between Education Services & Customer Success
Education is a key component of Customer Success. Without training, customers don’t utilize products or find value in solutions, which jeopardizes the opportunity for renewal and expansion. I bet you’re not surprised. In fact, I would venture to guess you’ve seen statistics like, “92% product renewal average for trained customers” and “135% increase in product […]
read moreLessons on Customer Segmentation & Lobster Rolls
I traveled to Boston earlier this month for Customer SuccessCon East, along with our CEO Michael Harnum. It was a great opportunity to learn from some CS veterans, make new connections, and enjoy a killer lobster roll. There was a lot of buzz about a myriad of topics from CS operations to proving the value […]
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