Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together
Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. Customer satisfaction is the process of achieving goals and consistently delivering the
Customer Success: Roles Within a B2B Enterprise
When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring
How to Improve Your Customer Expansion Strategy
Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. Customer expansion isn’t about pushing current customers to spend more; rather,
How to Perfect Your Customer Onboarding Workflow
Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and your first chance to demonstrate how you can help them meet their business goals. Your customer
Customer Data Insights: Best Practices for Tracking and Taking Action
As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far
Time to Value: Customer Success Best Practices to Help Your Customers Grow
Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have
Your Customer Success Workflow: A Guide to Understanding and Optimizing It
The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle. Keeping track of all of these engagements can be daunting, but effective
Making the Most of the Customer Lifecycle Management Process
A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps. The customer lifecycle management process segments the customer journey into
How to Optimize Customer Retention for B2B Enterprises
As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. You may have
How to Drive Customer Advocacy
Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them
The Top 5 Customer Success Manager Best Practices
Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and
Using Customer Satisfaction Metrics: NPS Best Practices
There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased
Customer Success and ROI: How to Improve Revenue
The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy, you need to provide customers with a responsive, personalized service that is focused on their needs. Customers are empowered
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,