With half my career in management consulting and the other half in consumer tech and B2B SaaS, one theme has been a constant. While buyers and users increasingly expect hyper targeted brand experiences, personalized services and more fluid product interactions, customer centricity – managing your strategy and your customer’s experience across every touchpoint – continues… Read More Top 5 Customer Imperatives for 2019
I’ve used Net Promoter Methodology for years. It’s sometimes called the “one number needed to grow”, as It basically asks your customers two important questions: 1. How likely are you to recommend us to someone else? (1 – 10 scale) 2. Why did you answer the way you did? There is power in the simplicity… Read More NPS as a Process
Last week my team and I had the opportunity to spend a full day with Customer Success leaders representing over 40 growth-stage B2B SaaS companies at the JMI Equity Customer Success Round Table.… Read More What we learned from 40 B2B SaaS executives
Customer insights… what a beautiful vision. This image paints a beautiful image of what’s possible – and no doubt, achievable – however, the devil is in the details. Do you know someone in #CustomerSuccess who wants to use #data? They might like @Lookerdata's Customer Health Module https://t.co/cbnreEL4Kq pic.twitter.com/PdzMb8HlH3 — Brie (@brie_bernstein) May 22, 2017 The… Read More Customer Insights: The devil’s in the details
Great article on new customer onboarding communication from the Highrise team which describes techniques they use, such as: Keeping email drip campaign content fresh, relevant and personal every day Creating a system to encourage direct replies to automated emails Using personalization like this: I can't believe this is real. This is the most incredible onboarding I've… Read More Welcoming Customers
One of the 5 pillars of Customer Success is to Demonstrate Value. However, not all value is created equally and it’s important to know what kind of value you’re providing your customers.… Read More Demonstrating Customer Value
customersuccess.io 