Getting Started With NPS® in 4 Easy Steps
Heard great things about Net Promoter Scores®? Not sure how to get started at your company? Read on for 4 easy steps to kick off your NPS® program.
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User Engagement vs. User Adoption
In a previous article I outlined the numerous ways that an end user might engage with your product or service. What I didn’t address is the fact that customer engagement and adoption are not the same thing. Engagement is good, but is it good enough?
Read MoreDetractors…Love ’em or Leave ’em?
Your Voice of the Customer (VoC) or Net Promoter Score ® (NPS) program will undoubtedly uncover detractors. Detractors are out there, hurting your business. The real question is what do you do about it?
Read MoreIs Your Land and Expand Strategy Working? 4 Quick Fixes
For many companies in the SaaS space, the strategy is to take a “Land and Expand” approach to growing revenue. The premise of the strategy is to “land” the customer (sometimes for a lesser price or a lesser product, or fewer seats), with the intention of “expanding” that customer in the future through upsell or […]
Read MoreAdoption Marketing: It’s a Thing!
There’s always some new buzzword in the tech world. Over the past 7-10 years, Customer Success has been regarded as the new “Thing” for companies to embrace. I’m predicting that hot on the heels of the Customer Success movement will be Adoption Marketing. In fact, it’s already becoming a Thing. Here’s what it is and […]
Read MoreLet’s Get Engaged!
Let’s get engaged! It sounds like I’m proposing to you, doesn’t it? No need to get cold feet, it’s not that kind of proposal. The proposal that I’m making IS about getting engaged, though. With your customers, across multiple channels.
Read MoreCustomer Success Hacks: 3 Tips for Providing More Value Today
When an executive-type says, “we need provide more value to our customers,” my ADD side drifts to that episode of Star Trek where Scotty says “we’re givin’ all she’s got, Jim!” The issue is that “providing value” is a nebulous term at best. It can mean many things; frankly, I’m not sure that people even […]
Read MoreYour Customer Success Managers Are Not Superheroes
Is it just me, or does it seem that Customer Success Managers are commonly associated with superheroes, Jedis, ninjas or some other mythical beings that are supposed to swoop in to save you from churn and fix all of your customer problems? Does your company think of the CSM team as “heroes”? If so, it’s […]
Read More4 Customer Survey Types: When and Why to Use Each
There’s an ongoing debate around which customers to survey and how often to survey them. One side says to only survey every 6-12 months and only poll key individuals. The other side says to survey everyone and often! Is there even a side to choose? In fact, there are four types of customer surveys. I’d like […]
Read MoreCan You Love Every Customer the Same?
A frequent byproduct of growth is that your customer base becomes more diverse. In many cases, you start signing up much larger customers. That’s good, right? Yes and no.
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