Driving Response Rates from Surveys
Everyone loves collecting customer feedback through surveys, whether it’s Net Promoter® (NPS), Customer Satisfaction (CSAT) or otherwise.
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Are Net Promoter Score℠ Surveys Better Than Other Customer Surveys?
Your company wants to gather customer feedback. A discussion follows. Does this sound familiar? Software company: “Do our customers like us? Are they happy? Will they renew?” Me (as a new team member): “Well that all depends, where is all of our Voice of the Customer analysis? Do we have any?” Software company: “No. We […]
Read MoreThe Process of Customer Segmentation
Segmentation (aka “tiering”) of a customer base involves classifying each account into a tier to aid in the definition of the services that will be provided to each tier. Performing the tiering process will enable you to define the level of investment per client segment and scale your team with out spending precious capital […]
Read MoreHow Should Your Customer Success Team Service the Long Tail?
Traditionally, tier 3 is the Long Tail of a B2B vendor’s customer base. Long Tail customers are valuable because they comprise a large percentage of revenue and represent a large pool of customers who can grow into much, much bigger ones in time. It is absolutely worth the cost and the effort to set up a […]
Read MoreCustomer Success Tiering: Servicing Tier 1 & 2 Accounts
In my previous article, I discussed the importance for a SaaS company to understand the second funnel supported by Customer Success and its effect on customer tiering. Here, I’m going to dive into definitions, questions and practices that relate to servicing your higher tier accounts. Providing the right definitions around what services are to […]
Read MoreTiering And Segmenting Your Customer Base: Managing Your Second Funnel
The onset of recurring revenue models have necessitated a change in approach toward servicing customers. Customers have never been less loyal than they are today. It has never been easier for clients to research competitive technologies and/or services and quickly select a new vendor. The foot race to reach time to value has never been […]
Read More6 Things That Make Great QBR & 3 Things That…Don’t
I’ve talked before about the Quarterly Business Review being a table stake for having a solid Customer Success strategy. Truth be told, I’m pretty passionate about Quarterly Business Reviews (QBRs). I’ve seen them done well, and I’ve seen them performed in the worst way possible. Before we get to the meat of QBR greatness, let’s […]
Read MoreHow To Hire Customer Success Managers
Your Customer Success team is going to be a major reason why your organization wins in the cloud economy. But there are still questions about how do you hire Customer Success Managers. In particular, how do you source the right people to hire for Customer Success? Let’s go over some options and what to look […]
Read MoreCustomer Success Manager Interview Questions
Ok, I’ll admit it: I have a funky obsession with lurking Customer Success job ads. There … I said it. Acceptance is half the battle, right? But … There’s method to my madness: I’m watching the expansion of the Customer Success profession. This time last year, I think that a search on LinkedIn for […]
Read MoreCustomer Success Manager Job Description
The discipline of Customer Success is growing rapidly but there’s still some confusion about what to look for when hiring a Customer Success Manager. We’ve covered what skill sets make for a great Customer Success Manager but this post will cover what to include in your Customer Success job description. There is usually lots of […]
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