Customer Success

By Stephen Danelutti | Building the Experience and Subscription Economy

Benchmarking Your Customer Success Team

<b>Behavioral</b><p><i>Password Resets</i> – Often, this is one of the few data points our clients can easily obtain. What you are looking for is that 5-10% of users …

I subscribe, therefore I am?

<b>Imagine my distress when, around about the time my internet went down, it struck me: I don’t really own anything.</b><p>It’s precisely three years since I moved across the world to take up this job. Offered a container to cart my belongings to America, I instead decided to shed most of the belongings I’d …

Vinyl Records

Customer Success Executives Need to Answer These 3 Critical Questions

In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily …

Why The CCO Will Transform Customer Experience

Consumers are more connected than ever, and with that connectivity comes sky-high expectations about their experience with a brand. This shift isn’t …

Customer Experience

An agile manifesto for customer success – Interview with Todd Eby of Success Hacker

Much of the work of Todd and Success Hacker focuses not on the what and the why of customer success but also the how.<p>There are a lot of different …

Project Management

Why startups can’t afford to ignore customer retention

Venture-backed companies must walk the line between fast growth and efficient growth. Even as VCs value high-quality revenue, companies are still held to a minimum growth rate. We think of this threshold as the “Mendoza Line,” a baseball term we’ve adapted to track the minimum growth needed to get …

Customer Experience

Your Product is Already Obsolete – How to Survive by Des Traynor

All startups go through three distinct phases – birth, growth, and survival. You start by making the product work, then you have to grow the product, …

Product Management

Here's Why Software-as-a-Service Is a Great Business Model

The way software is sold has changed drastically in the last 20 years. We take a closer look at why most software companies have changed to a …

SaaS

Advanced Psychological Triggers that Lead to User Activation and Retention

We’re used to associating engagement and activation with badges, mails and notifications.<br>But user activation is a very broad subject that involves so …

Customer Experience

Land & Expand Meets Customer Success – Three Key Gaps to Fill

This post originally appeared on PhilipLay.com. To read the post from the original source click here.<p><b>Overview</b><p>Despite considerable fanfare around the …

Management

Activation, retention and more: growth lessons from the industry’s best

Your business is currently doing one of two things: it’s growing, or it’s dying.This week we released <i>The Growth Handbook</i>, a collection of tested …

Product Management

3 Ways Customer Success Can Reduce the Cost of Customer Retention

In my last post, I discussed in detail how teams can create a frictionless handoff process between Sales and Customer Success . In part II of our …

Product Management

Automating Emails for Customer Success

Are you taking advantage of email automation for Customer Success? See how Customer Success Managers use triggered emails to scale outreach and drive …

Automation

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 …

3 Ways To Rethink Customer Relationships In The Age Of The Consumer

I think we can all agree that the world of buying and selling today looks drastically different than it did as little as 10 or 15 years ago. With the advent of the internet and the proliferation of content, consumers are more informed than ever. And the byproduct of this easily accessible …

Customer Experience

The XaaS Economy is Here: How Well Are You Serving Your Customers?

We recently commissioned an independent global study of senior management and C-suite executives that looked at the business model changes services organizations are making in the Everything as a Service (XaaS) economy. The XaaS economy is where products and services are delivered in a continuous …

Innovation

Customer Education Trends to Watch in 2018

Customer education trends to watch in 2018: marketing, pricing, linking education to product use, and the rise of the learning record store (LRS).

Vinyl Records

How Data Science Helps Customer Success Leaders Answer 5 Important Questions About Customer Churn

<i>Data science methods and related tools (i.g., predictive analytics, machine learning) can help companies improve their customer success programs by</i> …

Customer Experience

Customer Success Operations Manager: Does Your Team Need One?

Customer Success teams are expanding – not just in size, but in scope. New roles are emerging as CS is maturing as a specialty, specifically roles …

4 Keys to Transforming Your Business Into One Customers Will Love

Business leaders are constantly thinking about how to efficiently scale their companies.One of the most important things to remember is that growth …

Customer Experience

A guide to car subscriptions, a new alternative to buying and leasing

It's 2018. We have drones and hoverboards, our phones unlock by scanning our faces and anything in the world can be delivered to your door with a couple of clicks. Why should we be stuck with buying or leasing as our only means of procuring a car to drive?<p>Thankfully, vehicle subscription services …

Los Angeles

Zuora Orders aims to drive subscription renewals and expansion

The goal of subscription-based companies is to not just land the customer, but to keep them and expand over time. Zuora, which has always had the goal of helping companies manage subscriptions announced a new tool called Zuora Orders today, designed to help customers process renewals and more …

Everything You Ever Wanted to Know about Customer Success (and More)

<i>Special thanks for Scott Breece for helping compile this content.</i>Customer success has, for good reason, become the backbone of many of the most …

Churn Reduction Fails Without Sales Onboard

<i>Editor’s Note:</i> <i>This article first appeared on the StatusQuota blog here.</i>Customer success teams are vital for keeping churn low. But if the sales team …

Cloud stocks are on a tear as Microsoft and Salesforce show they're willing to spend — here's why

Cloud stocks are flying in 2018.<p>Microsoft's $7.5 billion acquisition of GitHub this week only speaks to a bigger theme. From Okta and Twilio, which …

Donald Trump

Zuora CEO flushed as even porta potties move to the Subscription Economy

All the world is moving to a Subscription Economy model. Sound potty? It is - literally!The post Zuora CEO flushed as even porta potties move to the …

To Improve Customer Success, Improve Employee Experience

(Guest post written by Carolyn Jenkins, the CEO of Khorus a SaaS solution which provides a proven system for building predictable company …

Why Cloud Customer Success Is New Top Priority For Salesforce, Microsoft, Workday, SAP And Oracle

<i>(Note: After an award-winning career in the media business covering the tech industry, Bob Evans was VP of Strategic Communications at SAP in 2011, and Chief Communications Officer at Oracle from 2012 to 2016. He now runs his own firm, Evans Strategic Communications LLC.)</i><p>CLOUD WARS — As competition …

The User Onboarding Academy - A Complete Guide

User Onboarding Strategies<p>The goal of onboarding is to help users find your product’s core value(s) and benefit from it regularly. A good user …