Browsing Category

Customer Success

Customer Success

The Future of Net Promoter Score is Here: from Lagging Indicator to Crystal Ball ft. @Wootric

image1

Image created by Yasmine Sedky (@yazsedky).

Revenue growth and profitability – are the two metrics the C-Suite cares about the most. They tell you exactly how you did this month or quarter. But do strong sales predict next quarter’s results? Hardly.

What if the C-Suite had a crystal ball that could not only predict their growth and profitability, but give  glimpses into the minds of their customers in time to save accounts that might otherwise go under?

We haven’t really had that capability, until now.

Traditionally, Net Promoter Score has been a “lagging indicator.” NPS surveys were typically sent out once a year, or once a quarter at most. There would be a big push to get the survey out, another push to respond, and then a mad dash of trying to piece together what happened during that time to result in the scores received.

But modern NPS programs are different. They can be that crystal ball.

Read More on Wootric


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Success, Tools, Visual Communication

Words Are Awkward — Respond Faster, Visually, Without Typing a Word of Text ft. @SlackHQ & @CloudApp

1

Image created by Yasmine Sedky (@yazsedky).

Slack-based Customer Success Ideas to Amaze & Delight Your Customers

Slack customer service has been making headlines in tech communities. Some say it’s a crowd-pleaser and a time-saver, others say the opposite. In short: A few forward-thinking companies are using the Slack not just for internal team communication, but also for customer communications.

If you’ve ever gotten into an argument with a significant other via text message, you know that you can’t express everything with words alone.

Words are awkward.

They can be misleading and confusing or imply the wrong sentiment all together. Use too few words, and the reader thinks you’re callous and uncaring. Use too many and they’ll just think you’re weird. Without the benefit of visual aids, vocal inflections and physical gestures, communication, especially between strangers, is tough.

When it comes to customer service and customer success, clear communication is vital. But clarity isn’t the only goal. That communication also has to be fun and engaging. It has to tell the customer “I care about you, your experience, and your success.” And, each communication should make the client stop and think “Wow, I need to tell my friends about this company.”

That’s a tall order to place on faulty words, so some companies are beginning to bring in visual communication tools to use with Slack, like CloudApp.

Read More on SaaScribe


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Success, Product Management

The Critical Steps to Aligning Product Managers and Customer Success ft. @UseNotion

thecriticalsteps

Image created by Yasmine Sedky (@yazsedky).

Once it looks like product market “fit” has been reached, Product Managers may be quick to celebrate. Building and iterating a product until it hits this level of success takes considerable effort. Inevitably, Customer Success will provide feedback about gaps in functionality, issues with usability and obstacles in guaranteeing a stellar customer experience. While valuable information, this input can feel rather unwelcome.

Customer Success teams aren’t trying to rain on the parade, but it can sure seem that way. And this tense relationship between Product Managers and Customer Success can foster an environment of unproductive resentment that drags both teams down.

It’s a natural human reaction. The customer feedback reported by Customer Success can sound less like constructive criticism, and more like straight-up fault finding. Any suggestions offered may get automatically labeled impractical by frustrated Product Managers. Nobody wants someone standing behind them, continuously pointing out flaws in their work, especially when they’re already working hard to create a good product.

But Customer Success sees it differently – they just want to make sure the product delivers its promises to customers! And from their positions on the front lines of the customer experience, they feel like their feedback is invaluable (and they’re right). Imagine their frustration at getting labeled as “complainers” for sharing real customer feedback.

Ouch.

Both teams are doing their best to create products people will love – and both are having trouble effectively communicating with each other.

Read More on Notion


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Success

Personal Service at Scale – The Secrets of @ArielKlein, Head of Customer Success at @DocSend

ari

Image created by Yasmine Sedky (@yazsedky).

Ari Klein is one of those rare people who is equally comfortable discussing the finer points of human relationships as industrial engineering. Balancing between customer needs and product requirements, Ari builds customer success programs that tow growth and product strategy in their wake for companies like CrowdFlower, and currently, DocSend.

But my favorite thing about Ari, the one that knocked my socks off in our conversation, is when he talked about how closely his Customer Success department works with Product Development.

It’s the kind of collaboration that strengthens the entire discipline of Customer Success, and it so very seldom happens.

So, if you want:

  • Bleeding edge opportunity spotting,
  • Personalized messaging at scale,
  • And customer success content that not only solves problems, but does so in ways people will talk about for months afterward…
    – Ari’s your man.

I sat down to discuss Customer Success at its best. What came out was the true story of one company leveraging a Customer Success mindset to its greatest potential.

Want in on some of those secrets? Read on. From this point forward, all words are Ari’s.

Read More on Wootric


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Success

“I Almost Lost a Customer When Our Champion Left”: A Customer Success Story from @Zuora

I-almost-lost-a-customer

Image created by Yasmine Sedky (@yazsedky).

“I almost lost a customer,” says Rachel, “when our ‘champion’ and top user within the customer company left for another job. This is all too common an occurrence, and difficult to anticipate. In this particular case, I found out because I had set our customer analytics system to alert me when the usage volume within any account suddenly dropped off, and also when one of our “Power Users” switched to a less active persona. Both alerts were triggered, so I knew something was amiss within the account.”

Planning & data made the difference

She and her customer success department had put in the time to plan ahead for just such occasions, creating thoughtful playbooks that laid out and tracked each step to winning back a wayward customer. As these risk alerts triggered, they simultaneously set off a workflow that gave Rachel a series of predetermined tasks to manage.

“First, I did some research using our customer analytics tool and looked into the account’s recent trends – what was their normal usage, and how had that changed recently; what kinds of results had they been achieving using our solution; who were all of their active users, who had dropped off, and who else was still active or increasing in their use?”

Read More on Wootric


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Success

An Early Customer Thinks They’ve “Outgrown” Your Product: A Customer Success Close-Call ft. @Zendesk

an-early-customer-thinks

Image created by Yasmine Sedky (@yazsedky).

Sometimes, you can save a client relationship (and make it so much stronger.) Which is what happened with Zendesk, as shared by Sary Stefanki, Sr. Director of Global Customer Success.

Zendesk really does everything right. Their Customer Success program is robust. They deeply care about their customers. Sary explains, “As we grew, we created a customer success program that identified customer goals and developed metrics so that there was a transparency around where we stood on all those goals. We boiled these success programs down to concrete success plans, mapped back goals to our Zendesk products and ID’d the metrics we needed to hit.”

To strengthen alignment from the top of the company down, they concentrated on communicating their goals “up, down, and across teams, so that everyone knew the customer goals and we were aligned on all fronts.” Zendesk has become well known for its cross-departmental communication and interaction.

But Zendesk didn’t start out that way. This company has grown by leaps and bounds, making headlines in 2010 for a record growth rate of over 300 percent.

Read More on Wootric


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Success

Learning from Customer Success: “It was like a Gut-Punch — No Warning” ft. @JayNathan at @PeopleMatter

learning-from-customer-success-failure

Image created by Yasmine Sedky (@yazsedky).

Some say the mark of success isn’t that you never fail, but how you react when failure occurs. Failure happens, but when handled well, something far more powerful can happen: Growth.

Jay Nathan, SVP of Customer Success at PeopleMatter, workforce management software used by Del Taco and Charlotte Russe among other brands, was taken by surprise with his first cancellation: “The first major cancellation I received after taking responsibility for retention was like a gut-punch – no warning.” He reacted like any of us would: Try to figure out what went wrong, see if there was anything he could do to stop it, and figure out how to prevent nasty surprises like this in the future.

Read More on Wootric


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Development, Customer Success

How to Become Customer-Centric like @TrunkClub, @InVisionApp & @Atlassian

customer-centric

Image created by Yasmine Sedky (@yazsedky).

You’re all about your customer – I hear you. You make what they want, deliver what they need, and bend over backwards, forwards and sideways to help them if they should run into trouble. Maybe you’re doing everything right, but maybe your company still isn’t customer-centric.

A truly customer-centric company involves their ideal customer from the beginning, in the product development phase (aka. customer development) to accurately target problem-solution fit. From there, a Customer Success strategy takes over, building into the product, company model and marketing whatever it takes to deliver the ideal customer’s desired outcome. Then, the customer-centric company keeps tabs on their success rates through something like a regular NPS survey, and adjusts accordingly.

Read More on Segment


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Success, Tools

25 Tools to Integrate Customer Success into Your Business ft. @Segment

image1

Image created by Yasmine Sedky (@yazsedky).

Predict churn, reach out to customers at just the right time, improve retention and increase new sales, upsells and cross-sells—the promises of a robust customer success program are practically a recipe for success. They might even sound too good to be true, but they make fundamental sense. When you provide your customers with the support they need to achieve their desired outcome, your success and their success go hand-in-hand.

That is the philosophy behind “customer success.”

But don’t think of customer success as a handful of tactics to reduce churn. It will serve you much better to embrace customer success as a high-level strategy to accelerate and sustain growth in a competitive market.

With the right stack of tools, integrating customer success practices into your business is relatively easy and painless. Here is a list of our favorite solutions for helping your customers reach their desired outcomes.

Read More on Segment


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.

Customer Success, SaaS, Sales

What To Do After You Close The Sale: Why Acquisition Is Good, But Retention Pays Better

Image created by Yasmine Sedky (@yazsedky).

When you make a sale, what is the first thing on your to do list? Happy dance? Happy hour? A night out on the town?

May I make a suggestion?

How about making another sale? And another, and another.

This isn’t a fast-talking sales technique or a short-lived marketing gimmick; it’s the result of customer success done well. When you have a robust customer success program, you can start celebrating multiple sales within much shorter periods of time.

As you know, the new customer sales journey is a long and arduous road. But the current customer sales journey? It’s like a quick trip down to the market to pick up a carton of milk – at least in comparison. Numerous studies show that current customers are far more likely to buy again than prospective customers are to buy the first time. Customer success capitalizes on this, and so can you.

Read More on Drift


Let’s Get SaaSsy – I’m offering a limited number of SaaS consulting engagements.