Customer Education Best Practices for the Onboarding Phase
Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process. You want to teach your customers how to
How to Optimize the Sales to Customer Success Handoff
Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up
How to Identify At-Risk Customers and What to Do About it
In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing. Still, dissatisfaction can
The Top 5 Product Usage Metrics for Customer Success Teams
Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By capturing day-to-day information on how your customer uses your product, you can shape your actions
Five Tips for Building a Customer Success Team
In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step
Develop a Customer Journey Strategy: Examples and Tips
Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals
How to Make the Most of Customer Experience Feedback
Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No one else gets to have a personal conversation with the very people your product is
Proactive Customer Success Strategies that will get You Ahead of the Game
Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. It
Why You Need Personalized Customer Engagements
When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique business goals, even if you have vast numbers of subscribers. That’s why your enterprise needs
A Guide to Customer Journey Optimization
Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. But
How are User Engagement and Retention Related?
It’s simple: engaged users are more likely to stick with your brand. But heightening user engagement to compel renewals year after year isn’t so simple. And if you’re struggling to raise engagement and retention rates through separate initiatives, you may
Customer Retention vs New Customer Acquisition: How Do You Optimize Both?
Your customer only sees one brand. For them, customer attraction and retention blur together into one ongoing journey. It’s important to keep that perspective in mind as you help customers progress through different teams—from sales to customer success and back again—and
The Best Customer-Centric Uses of Data
Becoming customer-centric—putting the customer's needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Doing so will help
The Customer Data Platform Benefits You Should Know
Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Say your customer just completed onboarding quicker than the average user, but you missed the chance
How to Make the Most of Customer Journey Insights
If you want to make your business customer-centered, you're going to need customer data. Without it, you can’t keep track of your customers' needs, business goals, and challenges. When you gather and analyze customer data, you can uncover customer journey
How to Calculate Customer Lifetime Value
To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new business, you have to prioritize retaining and nurturing existing customers. This is because the digital transformation
Why is Customer Engagement Important and Valuable?
The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand,
Customer Retention Optimization Strategies to Keep Customers Long-Term
Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper
Exploring the Importance of Customer Lifetime Value
In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). Customer lifetime value is the net profit acquired from a customer throughout a
Customer Satisfaction Best Practices You Need To Know
When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations. Though the customer may be content, you can find ways
How to Measure User Adoption and Increase Your Rates
Metrics are a means to an end. They are not a goal in and of themselves. Their importance lies in their ability to reveal the customer experience of the product or service so you can add value to that experience and
How to Use Customer Data: A Guide for Customer Success Teams
As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Doing so gives you
The Top Five Customer Onboarding Challenges and How to Solve Them
Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase, is what really establishes the customer relationship. What your organization does
What are the Benefits of Customer-Centricity?
Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. In his 2016 letter to Amazon shareholders, Bezos describes the
Understanding the Different Types of Customer Engagement
The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t
Customer Experience vs Customer Success: What’s the Difference?
Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your
Customer Success and Sales: How They Work Together
What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. And sales is, well,
Why Customer Success is Important in the Modern Age
Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers
The Relationship Between Customer Retention and Profitability Explained
Every business needs to be able to make and increase profits. We go to exhaustive lengths to find new ways to make our businesses more profitable, but sometimes the answer is right in front of your nose: if you want
Why You Should Focus on Nurturing the Customer Relationship
The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value
Understanding the Importance of Customer Retention
You wouldn't throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue
3 Tips for Improving the Enterprise Customer Experience
What’s your company’s most precious asset? It's not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy.
The Top 5 Customer-Centric Goals for an Enterprise
These days, customers expect personalized service. Whether they’re shopping for software or a way to increase sales, they expect you to be right there next to them searching for every potential edge that will help them grow their business. The digital
The Benefits of Customer Lifetime Value: Why It Matters
What do America’s longest running companies all have in common? They focus on the big picture: customer lifetime value. If you want your business to last, you need to prioritize customer lifetime value, too. To succeed in today's customer-centered economy, you
How to Gather Customer Insights with CS Software
Customer Success (CS) software helps your enterprise understand what matters to your customers. And what matters most to your customers should matter most to you. The reality of the unique relationship you share with your customers is captured in the raw
What to Do About Low User Adoption
It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics
How to Onboard New Clients in the Customer-Centered Economy
Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your
The Top 3 Customer Success Challenges and How to Beat Them
If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Achieving customer success means that your customers gain their desired value
Making the Most of the Customer Renewal Process
Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like. Those illuminated parts of
What is Voice of Customer and How Can You Leverage It?
According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. If 80%