Andy Mura

42 Flips | 1 Magazine | 2 Likes | @AndyMura2017 | Inbound Marketing Manager 

6 Ways to Make One-to-many Feel Like One-to-one in Customer Success

One of the hallmarks of <b>Customer Success</b> is the relationships you get to build with your customers, and that’s the reason why the value of <b>one-to-one</b> …

How The Digital Transformation is Driving a New Customer Experience

The Digital Transformation Landscape<p>We all know businesses must innovate to keep up with customer expectations.<p>From food companies reducing sodium in …

16 Unexpected Use Cases and Benefits of On-Screen Interactive Guides

On-screen interactive guidance is changing the way we use software exactly as GPS navigation systems changed the way we drive.<p>That’s why so many …

Travel Guides

How To Demonstrate Product Value for Customer Retention and Customer Success

Every family has their traditions, from the annual barbecue to nightly sit down dinners. Remember yours? My family gathered for a “game night” every …

A Revolutionary Way for SaaS Customer Support to Help Users

What Customer Support Looked Like<p>It must have happened to you: you’re working in a software and suddenly you don’t know how to proceed.<p>You know what …

Top Thought Leaders Discuss 2018 Customer Success and CX Trends

Video and Transcription: 2018 Customer Success and Customer Experience Trends Roundup Interview<p><b>Our Guests (in alphabetical order):</b><p><b>Dave Blake:</b> Dave …

Customer Success Managers: Managing Unrealistic Expectations

Just as every friend group has the idealistic Charlotte, customer success managers have their unrealistic customers.<p>And what happens to these …

How To Accelerate Digital Transformation by Increasing Software Adoption

Software adoption and digital transformation are slowly becoming the buzzwords of 2018 and it seems like everyone is talking about that these days. …

6 Signs You’re Doing A Good Job As Customer Success Manager

Remember that one professor who everyone fought to get a seat with at university? Students <i>actually</i> showed up to class to hear him or her lecture (… …

Voice of Customer Collection Plan for Customer Success Managers

An Awe-Inspiring Airport CX<p>This morning I picked up a friend from the Munich International Airport and couldn’t believe how exceptional the …

New Year’s Resolutions for Customer Success Managers Challenge

<b>I have a challenge for you</b>….first, I’d like you to <b>check our list of resolutions for customer success managers and use it as a source of inspiration</b> …

Caffeine and Customer Success: The Motors of Digital Transformation

A Coffee Addict’s Audit on Customer Success<p>We are currently experiencing a technological shift that influences every aspect of the Customer …

The Twelve Days of User Onboarding

It’s that time of year again! Personally, I can’t wait for sounds of blissful chatter, gentle snowfall, and a crackling fireplace to fill the room… …

Optimizing the User Onboarding Process by Leveraging Interaction and Feedback

Onboarding is a <b>vital interaction</b> between the user and the product. It is one of the first touch points for the user in the process of adopting the …

Epic Guide To SaaS Metrics for Customer Success and Product Management

Customer Success, customer support, and product management all have their specific metrics and KPIs.<p>But in a CX-centric world in which we try to …

7 Remedies To Cure The Silo Flu affecting Your Customer Experience

Help, I’ve Fallen Sick to Silos and Can’t Get Up!<p>Eliminating silos present in the Customer Experience is a persistent issue companies confront when …

All Customer Success and Customer Experience Conferences in 2018

Looking for a complete list of customer experience conferences, customer service, and customer success forums and summits for 2018? Well, who …

User Onboarding Steps That Can Make or Break Your SaaS Business

User Onboarding, in a way, is making sure that your users know everything you know about your product and the problem you tackle with it.<p>Since you …

Product Management

The One Element Of Product & Tech Design That Kills Customer Experience

Introduction<p>In the technology industry, some of the biggest elements that can hurts customer experience — and by that I mean B2B and B2C customers — …

Customer Experience

Why UI is a Failed Attempt to Solve Complexity

Our road network is full of great design features: lane markings, street signs, roads to follow, intersections and many more. They are very simple …

UX Design

The Most Effective Ways To Prevent SaaS Customer Churn

Churn is the archenemy of growth.<p>I’m pretty sure you know how difficult it is to cut through the noise and be noticed. And even after investing time …

Key Takeaways from Zendesk’s Customer Experience Council

Customer Success. It sounds great. I mean, it definitely has a nice ring to it. <i>But, what does it really mean?</i> I’d say it’s obvious every company …

Customer Experience

Top Experts Create the Ultimate Customer Success Playbook

Customer success is a relatively new albeit very hot topic. The whole sector is transforming the business approach of companies in different …

How On-Screen Interactive Guides Are Disrupting The Way we Use Software

Twenty years ago it was perfectly normal to use maps to drive around a new town or plan a road trip.<p>Nowadays, we take for granted that each vehicle …

Advanced Gamification Techniques for Customer Success in SaaS Companies

Gamification as a concept has been going around business circles for quite some time. For Saas companies, learning how to implement advanced …

What’s Your Dominant Customer Success Strength? – Test

Are you curious to know what your main strength as a customer success manager is? Take our quiz and find out!<p>Customer Success Managment is a …

Different Ways to Onboard Trial Users and Their UX Score

The most critical phase in the entire customer journey is represented by the moment when you onboard trial users.<p>You invested a lot of money and …

UX Design

Top Customer Success Resources in 2017

What’s one thing the founder of an upcoming SaaS startup, the Product Manager for an established enterprise and the head of sales at some corporation …

Customer Experience

The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants

You may wonder, in terms of customer success, what do SaaS companies and Japanese food have in common?<p>Some of the most memorable experiences I …

Can You Onboard New Users With Chatbots?

Chatbots can be very useful even though they sometimes fail and make us laugh or generate frustration.<p><i>Image sources: Image 1, Image 2</i><p>I’m pretty sure …