Categories: Customer Success

The customer onboarding process is a path fraught with peril. If it takes too long you run the risk of losing customers before they get comfortable. The same is true if your process is confusing or not user friendly. Would you teach a person to swim by dropping them in the middle of the Indian…

Retaining your customers takes attention, creativity and most importantly – innovation. Without these key tactics retaining your customers may not be as easy, and without those loyal and dedicated customers, a company’s success may plummet. Customers enjoy feeling valued, and when companies go above and beyond in order to provide them with the best experience…

Turning customers into loyal brand supporters requires the establishment of long-term relationships. In fact, the probability of selling to an existing customer, either through upselling or cross-selling, is 60-70% versus a 5-20% probability of selling to a new prospect. Up-selling involves offering your client a higher-end version of the product they are already interested in…

Here are the top 9 infographics and videos I’ve collected and shared on this blog over the years. Each one carries an important message any customer success manager can benefit from.  1. The countdown of the 10 Oscar-Worthy Emerging Trends in Customer Success Our countdown of our top 10 Oscar-Worthy trends in Customer Success; the biggest…

Super bowl, stealing customers and the churn demons, this week we truly had it all! I always feel that it is refreshing to look at a concept from a new perspective. The articles I have selected to share with you this week look at the Customer Success field from a variety of different angles and…

I want it All! And I want it now! We live in an ever-quickening world; nowadays customers want to see immediate results. Long-term incentive programs that yield little motivation along the way are likely to deter buy-ups and repeat customers. Our product needs to be suited to the desires of the clients. And what the…

Our customers are smart. They know what they want, they know how much they want to pay for it, and they know how much is too much. With the ever growing social networks, churn, which was always an important issue, becomes a bigger challenge than ever. In this infographic, John Rode presents 7 main reasons…

With the Academy awards being a central talking point of recent times, I decided that an award for the Customer Success field and for CSM’s is long overdue. But what would the criteria be? I originally had thought to award the greatest achievements to date, however I decided otherwise. Instead of looking to the past,…

Welcome to another monthly roundup of the must-read articles by the best in our field! A lot has happened this month, the first month of the year, and there’s a lot to catch up on. In order to save you precious time going through the trouble of looking for the right articles to read, I…

Whenever someone was asking me: “Mark, what do you mean when you say you measure your customer’s success as your own?, I wasn’t really sure how I can provide a clear answer that will also drive people to act the same way. Simple answer like “customer satisfaction leads to greater customer loyalty” or “customer efficiency…