Customer Engagement | Onboarding | Adoption | Success Planning | Retention | Growth
Sign up for the latest service industry research, insights and news. Just the facts – no spam.
If you are an executive at an information technology company you have a lot to think about on a day to day basis, but there are 5 more things that you need to be aware of.
Your service organization is an incredible source of metrics and measurements that describe ongoing interactions with your customers. They can tell you about the top concerns of your customers, the challenges they face using your products and the features they want to see in the future.
Service interactions with customers offer a wealth of insights into how to sustain and grow customer relationship value and create opportunities to differentiate your products. Of all the metrics your service team tracks there are 5 important areas that you should key a close eye on.read more
If you inventory all the metrics used by your customer-facing organizations – Sales, Marketing and Service – you will find an impressive collection of data elements that describe how you interact with your customers. Marketing metrics describe the ability to reach and influence customers; Sales metrics provide insights into the time and efficiency to book revenue; and Service metrics describe the volume, timeliness, and effectiveness of interacting with them. Add to this, insights provided from customer satisfaction assessment efforts. As an industry we have a lot of customer data, but does it tell us everything we need to know about how to engage and sustain long term profitable relationships?read more
When new customers purchase service agreements you must make certain that they understand how to access and use the services they are entitled to through a formal service onboarding process. This article introduces the best practices for service onboarding.read more
We have become too dependent on electronic surveys and NPS/CSat scores to tell us that our customers are okay. These are fine indicators but do not always tell us why we lose customers.read more
Salesforce Trailhead is a self-paced, online learning platform provided for free to anyone. The platform offers learning on a growing portfolio of Salesforce topics, as well as a variety of other non-Salesforce-specific skills individuals need to be successful in today’s technology landscape. For some companies walking away from training revenue would be unthinkable. This is a bold customer-success focused strategy with benefits to Salesforce, Salesforce professionals and anyone that wants to develop technical and professional skills. Learn more about Salesforce Trailhead.read more
When customers buy or subscribe to your product, they have expectations about how the product will help them with their business. This article examines the customer view of what customers need to be successful.read more
The journey from Technical Support to Customer Success requires more than a name change or the addition of a team of Customer Success Managers. To fully embrace Customer Success, Support must rethink its role and adopt new ways to engage, retain and grow customer relationships. This article introduces four key milestones to help you define essential Customer Success capabilities.read more
Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, process, team, or job description. This article offers a guide to determine if Customer Success is right for your business.read more
Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, process, team, or job description. This article offers a guide to determine if you are ready for Customer Success.read more
Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, process, team, or job description. This article offers a concise definition of Customer Success and describes the essential practices and activities necessary to implement a Customer Success strategy.read more
Organizational silos create barriers to customer success by inhibiting the levels of coordination and cooperation necessary to retain and grow customer relationships. The hand off from one department to the next creates gaps between expectations set and how they are met. This study reveals how the isolated sales and service silos of the past can evolve to drive Customer Success.read more
As we look to embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not. This article explores the key differences between Technical Support and Customer Success.read more