Thoughts & Ideas on Voice of the Customer programs
I had the opportunity to sit own with Andrew Marks from Success Hacker to talk all things Voice of the Customer (VoC). In this video we discuss innovative ideas to grow, expand, and gain more value from your VoC program. Enjoy!
Read MoreServicing Customers In Today’s Climate
I was recently invited to engage in a webinar with Sandler. I am particularly passionate about the topic of discussion: How to Succeed at Customer Success Conversations in an Evolving Landscape and decided to continue the conversation here. How do we continue to guide our clients and engage them when they, themselves are operating with so much uncertainty? […]
Read MoreIs there such a thing as TOO MUCH CX? Part 2
In late December I wrote about my initial customer experience with Walt Disney World and questioned if there was such a thing as too much customer experience. Now that my husband has arrived home from deployment and we’ve gone on our first family vacation to the happiest place on earth I’ve arrived at an answer […]
Read MoreIs There Such a Thing as TOO MUCH CX?
An awesome customer experience is something that most companies strive for. Customer experience can make the difference between you and your closest competitor. It can win you more deals, gain you more advocates, and longer customer relationships. But when is it too much? Where’s the line between overwhelming your customers with onboarding events […]
Read MoreCustomer Journey Mapping Made Easy
Like many, I’ve spent countless hours looking for ways to improve my customer’s journey. It can be challenging to even know where to start. Rather than tackle the improvements straight away, have you defined your customer journey in the first place? Documenting the entire customer journey from beginning to end can seem a bit overwhelming […]
Read MoreWho Should Own Customer Retention?
I think we can all agree that Customer Success’ mantra is to drive customer retention. But is the Customer Success team fully equipped to own and drive customer retention? Who actually owns customer retention, anyway? My take on the answer is nobody “owns” retention. Why? Because everyone owns it. Retention depends on contributions from […]
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 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 […]
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