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The Best Customer Retention Strategy for Growing Companies
This is Article #3 in the Customer Retention series. There are 3 principles that you need to build a predictable customer retention strategy. If you use these principles, your retention strategy will get faster and more consistent results with less effort. So we’re all on the same page, let’s briefly look at what I mean by…
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5 Reasons Why Customer Success Isn't Just for SaaS
You have marketing staff and a strong sales force, but is that all your company requires to achieve its full potential? No, that is not the case. When everyone else in the business is doing the same thing, you must go above and beyond to make your company stand out and reap the benefits of your efforts. So, what other…
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Turning New Customers Into Long-term Champions
*Originally published on May 16, 2023 on CS Whisperer --- It’s been said that if you can turn a new customer into a customer that renews, then your product is doing its job. However, if you can turn a new customer into a Champion of your company and product, then you’re doing your job as a CEO. Not going to lie, I just…
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3 Tools to Improve Customer Retention (only 1 is software!)
** This is Article #2 in the Customer Retention series.** This 9 part series teaches you how to build a predictable customer retention strategy. By the end of this series, you’ll be on your way to confidently increasing your customer retention. In the last article we covered why it’s so challenging to improve customer…
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The Most Powerful Tool Customer Success Isn't Using
There’s one extremely powerful tool that most of Customer Success simply doesn’t use. It helps with hiring, role scoping, and enablement. It’s one of the keys to creating assessments, career paths, and a retention strategy for your CS team. And it’s probably already being used by your company’s Sales team. So what is this…
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Scaling for Success: Improving Customer Success through Specialization
As a long-time member of the Customer Success family, I've witnessed various approaches to the practice in different environments. The flexibility in defining customer success, its foundation, and the roles of Customer Success Managers has led to differing opinions and responsibilities. However, one constant remains:…
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When is the right time to ask a customer for help?
Peer recommendations are undeniably powerful influencers of software and services purchase decisions. In fact, this word-of-mouth communication style is the “primary factor” in 20 to 50 percent of those consumer decisions (McKinsey), and software companies are privy to this statistic. For that reason, programs at…
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GGR Podcast - Jay Nathan's Take on CS
First aired on Leadership Masterclass on June 4, 2023, Jay Nathan joins Subha Shriniivasan to discuss multiple aspects of Customer Success. Kicking off the episode with a conversation about GGR's past, present, and future, they soon transition over into discussions around some very common questions surrounding CS. CS isn't…
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Are You Considering Those with Non-Traditional Backgrounds for Your Team?
In today’s evolving professional landscape, people from many non-traditional backgrounds are looking to bring their skills and passion to the realm of Customer Success. Their unique blend of transferable skills, dedication, and resilience can be a great benefit to companies who are able to see their value. Much has been…
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Digital Success and the Impact on Human Outcomes
‘Digital customer success’ (DCS) is one of the most talked about themes of ‘23. Despite the attention, the term DCS remains amorphous as it’s tied to various trends including artificial intelligence, cost reduction, support strategies, and customer onboarding. As we all think about how humans and technology work together…