Use the 5 steps given in this article to reform your customer service delivery model. Apply Deloitte's five new capabilities to mitigate market disruptions.
The document discusses the relationship between customer success and marketing. It suggests that customer success and marketing should work together collaboratively instead of seeing each other as competing functions. The document provides lessons for how customer success and marketing can have an open line of communication, embrace and leverage each other's work, and use shared metrics to define success. Specific recommendations include regularly meeting to share goals, automating marketing campaigns involving customer success, and recognizing top customers to encourage advocacy.
The People of Customer Success: Success-Con EastChad Horenfeldt
The document discusses best practices for structuring a customer success team. It provides details on how Influitive structures their customer success organization, including having advocacy coaches, support magicians, an onboarding specialist, and an intern. It emphasizes that customer success requires involvement from multiple teams like sales, customer marketing, and product management. The document also discusses criteria for hiring customer success managers and techniques for keeping the team unified, such as daily standups and joint projects. It concludes with recommendations like defining roles, investing heavily in customer success, celebrating feedback, and having a plan with flexibility.
Bring Your Customer Success Out of the Stone Age by Building Your Company’s P...QuekelsBaro
People intelligence is the process of collecting and analyzing data about employees to make informed talent management decisions. It can help companies improve customer service, reduce turnover, optimize workforce planning, and drive business objectives. Applying people intelligence through tools like evaluating candidates holistically, identifying retention factors, and hiring for emotional intelligence can increase customer lifetime value, create brand advocates, and boost the bottom line.
This document provides guidance on using customer feedback to improve the customer experience and drive business goals for managed service providers (MSPs). It discusses collecting feedback at various touchpoints along the customer journey, from initial sales and onboarding to ongoing support, renewals, and growth opportunities. The key points are: understanding customer needs and insights enables targeting services and increasing customer lifetime value; feedback should be quick and easy for customers to provide; and gathering and responding to feedback can help attract new customers, optimize processes, and minimize churn.
The document discusses how marketing automation can help companies better manage customer relationships across the entire customer lifecycle through automated campaigns for onboarding, education, community building, and other efforts. It also emphasizes the importance of measuring metrics like satisfaction, advocacy, and expansion to track the impact of customer marketing programs. Finally, it provides guidance on budgeting for customer marketing, recommending allocating 30-50% of program budgets to retention, enrichment, and advocacy over time.
The document discusses measuring customer experience and provides strategies for businesses. It suggests that businesses should:
1. Measure customer experience at regular touchpoints during interactions to get accurate feedback in real-time.
2. Focus on measuring for actionable responses rather than just key performance indicators.
3. Consider the customer journey holistically rather than just outcomes to better understand the full customer experience.
Leveraging StoryVesting to Find Product-Market FitRocketSource
Product-Market Fit — it’s the yearning of every founder and the mission of every product team. Why? Well, first in terms of securing funding, most investors and enterprise leaders demand that a team knows how to achieve it before they ever invest a dime into a new company or product idea.
https://www.rocketsource.co/blog/product-market-fit/
Sometimes SaaS companies are so focused on creating and improving the product, they neglect marketing it and improving the sales funnel. Companies without a marketing, PR, or growth team especially neglect it. Here, you'll learn five ways to increase your B2B SaaS revenue today.
The document discusses the relationship between customer success and marketing. It suggests that customer success and marketing should work together collaboratively instead of seeing each other as competing functions. The document provides lessons for how customer success and marketing can have an open line of communication, embrace and leverage each other's work, and use shared metrics to define success. Specific recommendations include regularly meeting to share goals, automating marketing campaigns involving customer success, and recognizing top customers to encourage advocacy.
The People of Customer Success: Success-Con EastChad Horenfeldt
The document discusses best practices for structuring a customer success team. It provides details on how Influitive structures their customer success organization, including having advocacy coaches, support magicians, an onboarding specialist, and an intern. It emphasizes that customer success requires involvement from multiple teams like sales, customer marketing, and product management. The document also discusses criteria for hiring customer success managers and techniques for keeping the team unified, such as daily standups and joint projects. It concludes with recommendations like defining roles, investing heavily in customer success, celebrating feedback, and having a plan with flexibility.
Bring Your Customer Success Out of the Stone Age by Building Your Company’s P...QuekelsBaro
People intelligence is the process of collecting and analyzing data about employees to make informed talent management decisions. It can help companies improve customer service, reduce turnover, optimize workforce planning, and drive business objectives. Applying people intelligence through tools like evaluating candidates holistically, identifying retention factors, and hiring for emotional intelligence can increase customer lifetime value, create brand advocates, and boost the bottom line.
This document provides guidance on using customer feedback to improve the customer experience and drive business goals for managed service providers (MSPs). It discusses collecting feedback at various touchpoints along the customer journey, from initial sales and onboarding to ongoing support, renewals, and growth opportunities. The key points are: understanding customer needs and insights enables targeting services and increasing customer lifetime value; feedback should be quick and easy for customers to provide; and gathering and responding to feedback can help attract new customers, optimize processes, and minimize churn.
The document discusses how marketing automation can help companies better manage customer relationships across the entire customer lifecycle through automated campaigns for onboarding, education, community building, and other efforts. It also emphasizes the importance of measuring metrics like satisfaction, advocacy, and expansion to track the impact of customer marketing programs. Finally, it provides guidance on budgeting for customer marketing, recommending allocating 30-50% of program budgets to retention, enrichment, and advocacy over time.
The document discusses measuring customer experience and provides strategies for businesses. It suggests that businesses should:
1. Measure customer experience at regular touchpoints during interactions to get accurate feedback in real-time.
2. Focus on measuring for actionable responses rather than just key performance indicators.
3. Consider the customer journey holistically rather than just outcomes to better understand the full customer experience.
Leveraging StoryVesting to Find Product-Market FitRocketSource
Product-Market Fit — it’s the yearning of every founder and the mission of every product team. Why? Well, first in terms of securing funding, most investors and enterprise leaders demand that a team knows how to achieve it before they ever invest a dime into a new company or product idea.
https://www.rocketsource.co/blog/product-market-fit/
Sometimes SaaS companies are so focused on creating and improving the product, they neglect marketing it and improving the sales funnel. Companies without a marketing, PR, or growth team especially neglect it. Here, you'll learn five ways to increase your B2B SaaS revenue today.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
This document discusses improving customer success processes through establishing maturity levels. It suggests starting by getting team consensus on priority problems like triage. Triage elements include policies for high risk customers, agreed categories and rules, and enabling quick responses. Capabilities then develop from ad hoc to repeatable, defined, managed, and optimizing processes. The document provides examples of building risk assessment capabilities and a day in the life comparisons of different maturity levels. It emphasizes problem-solving, consensus, and letting those doing the work identify problems as keys to progressing maturity.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
Mainstay - Measuring the ROI of Customer Success Management SolutionsMainstay
A new paradigm known as Customer Success management (CSM) is exploding in popularity among B2B enterprises, and especially among SaaS companies that depend on recurring subscription revenue to sustain business growth. It's not uncommon for these companies to get a majority of their revenue from existing clients (renewal and up-sell), which means that customers who churn after an initial contract purchase can have a huge impact on a company's long-term financial prospects.
Mainstay discusses how investments in CSM have been accelerating as business leaders recognize that ensuring customer success may be the single most important driver of business performance.
From Customer Relationship to Customer ExperienceAnthony Brown
The document discusses customer relationship management (CRM) and customer experience management (CXM). It provides an overview of CRM, including common CRM processes and the goals organizations hope to achieve through CRM implementations. However, it notes that over 50% of CRM initiatives fail. The document then shifts to discussing CXM, how customer experience is defined from the customer perspective, and the benefits CXM can provide including increased loyalty and retention. It outlines some key challenges to effective CXM as well as strategies organizations are using to improve the customer experience such as becoming more customer-centric and prioritizing customer data and feedback.
Customer Experience (cx) vs. Customer Service: and How Both are ImportantNaina Rajput
Customer experience is the overall journey and perception of customers with a business, while customer service refers to assistance provided regarding products and services. Customer experience is proactive in finding gaps to optimize the customer journey, while customer service is reactive in addressing customer inquiries. A good customer experience includes strong customer service, as well as technology and design, and can increase revenue and satisfaction.
Justifying the Investment for Customer Success TechnologyTotango
Traditionally, CRM systems were designed around sales and service. In the new realities of recurring revenue business models, in which customer value spans beyond a one-time sale, enterprises are now faced with challenges of retention, upsell and optimizing the entire revenue cycle.
In this webinar, Guest Speaker Kate Leggett, VP, Principal Analyst from Forrester Research and Guy Nirpaz, Totango Co-Founder & CEO and the author of “Farm Don’t Hunt - The Definitive Guide to Customer Success” discuss:
- A reality in which CRM systems need to span beyond sales and service in the subscription economy
- The emergence of Customer Success Technology that allows companies to focus on customers
- Ways to optimize the entire revenue cycle Customer Success, as a model and methodology, represents an opportunity for enterprises to break down the silos of customer data and business processes.
Learn how this will lead to operational improvements around customer centricity and growing recurring revenue.
This document provides an overview of a customer success presentation for a distribution company client. It includes an agenda, introduction of the client and their business lines, a high-level strategy discussion, and specific challenges the client faces. Potential technology solutions are proposed to address challenges around streamlining purchasing and offering packaging as a service. The presentation also maps the client's needs to a customer success lifecycle process and playbook. It outlines marketing, sales, implementation, onboarding, business-as-usual support, expansion, renewal, and advocacy phases and proposes playbooks and processes for each phase. The next steps identified are to prioritize playbooks, develop templates, engage stakeholders, establish feedback, test and iterate on the playbooks.
This document outlines SignupLab's Growhow Customer Success Framework for B2B SaaS companies. It discusses the history of customer success and how it has evolved from focusing on new customer acquisition to reducing churn. It then details key aspects of the framework, including defining value concepts to focus product strategy and development, integrating customer success best practices across functions like product, support, sales and marketing, and using metrics and feedback to continuously improve customer objectives. The framework provides a holistic approach to improving customer success for B2B SaaS companies.
This PPT deck displays nineteen slides with in depth research. Our Customer Experience Mapping PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Experience Mapping PowerPoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. http://bit.ly/2UAwOnm
Nicholas Kontopoulos, a senior global marketing director, gave a presentation on moving from customer loyalty to brand advocacy. He discussed how the rise of digital customers has impacted businesses and changed customer expectations. Kontopoulos argued that companies need to shift their focus from traditional loyalty programs to delivering excellent customer experiences across all touchpoints in order to transform customers into brand advocates.
Simplifying the Complexities of Customer Success in the EnterpriseTotango
How do you manage customer success if your company sells multiple products into accounts? Across multiple regions? Or through a variety of resellers? All these variables can make your goal - delivering value to all product end-users - a challenge.
Watch this webinar to hear from customer success veteran, Catherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud, to learn why so many enterprise organizations struggle with simplifying customer success processes, managing all customers, and being able to accurately forecast recurring revenue. She is followed by Guy Nirpaz, CEO of Totango, who shares how enterprise organizations can break down the complexity by gaining visibility into all levels of their account relationships to grow revenue and drive greater product value and adoption.
About Totango:
Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time.
The Customer Journey Funnel: The Key to Sustainable GrowthRocketSource
The document discusses how the traditional sales funnel model no longer works for modern customers. Today's customers conduct extensive online research before making purchases and are less influenced by sales pushes. The customer journey is now complex with many digital interactions. The goal for companies is to build brand loyalty and advocacy through a modern marketing funnel approach. This involves planning content strategies to attract and engage customers at each stage from exploration to advocacy. It also requires preparing organizations to have a customer-first mindset and comprehensively analyzing the customer journey funnel.
The executive guide to launching new customer success initiativesShawn Hank
This document provides best practices for launching new customer success initiatives. It discusses common challenges organizations face when initiatives are not launched properly, such as lack of adoption, unclear success criteria, and siloed teams. The document then presents a framework for launching initiatives, covering key success factors like gaining input, demonstrating value, and incentivizing adoption. It provides checklists for planning, collaboration, stakeholder preparation, and changing client mindsets. The overall goal is to help organizations avoid common pitfalls and promote adoption of new customer success programs and playbooks.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
Customer Success Plans - Value Realization MethodologiesShawn Hank
Disha Gosalia is the VP of Customer Success at New Relic, a cloud-based observability platform company with over 17k customers. She discusses New Relic's customer success strategies, including:
1) Creating success plans mapped to customers' business objectives and measured across workstreams to drive adoption, usage, and value realization.
2) A digital customer success portfolio that provides success plans digitally for smaller customers and customized success plans created by a CSM for larger customers.
3) A new customer handshake process including account intake and a kickoff meeting to validate goals and KPIs for an initial success plan.
This document discusses the changing consumer landscape and strategies for direct-to-consumer brands to thrive. It notes that the most transformational brands focus intensely on product-market fit, understanding customer behavior, and continually optimizing the customer experience. However, the landscape is changing rapidly with the rise of Amazon advertising and importance of influence, loyalty, and physical presence. Both ancient and modern brands that adapted to these shifts by embracing social media, having a clear vision and transparency, and balancing innovation with their core strengths are discussed as examples. The key is not waiting too long to change but also staying true to one's brand.
3 New ways to Improve and Understand your Customers ExperienceVirginia Fernandez
This document discusses new ways for organizations to understand and improve the customer experience. It outlines three key capabilities needed: analyzing customer behavior to understand root causes of issues, visualizing customer journeys across channels, and easily pivoting between different analytics types. The document also discusses challenges like fragmented data, siloed tools and departments. It proposes that a unified analytics solution is needed to provide a holistic view of the customer experience.
This document discusses how connecting devices to the internet through IoT and analyzing the data through connected service experiences (CSX) can enable companies to have more proactive post-purchase relationships with customers. Specifically, it outlines 30 measurable business cases for how IoT and CSX can help companies lower costs, increase revenue, improve customer satisfaction and safety, and gain a competitive advantage by enabling predictive monitoring of products and proactive interventions. The document argues that preventing issues before customers complain is less expensive than reacting to complaints, and near real-time analysis of device data through CSX allows companies to take proactive actions that improve productivity, uptime, and aftermarket sales.
Creating The Best Customer Experience CX Strategy Complete DecksSlideTeam
Customer Experience CX is the interaction between a customer and the business. Customer service is just one aspect of customer experience as CX involves all interactions with a business. A great customer experience ensures brand loyalty. It results in lower churn and increased revenue. Companies are, therefore, giving importance to developing a customer experience strategy to ensure a positive and seamless experience across all touchpoints of the customer journey, be it online or offline. For businesses wishing to learn how to go about building a CX strategy or reviewing theirs, this complete deck walks you through developing the perfect customer experience strategy from scratch. This involves developing customer personas to have a better understanding of the customers needs and wants and mapping customer journey to know their thoughts, feelings and behaviour at each stage of the buying journey. The customer experience templates provided in this extensively researched deck help you list out the pain points of the customer, identify their root cause and find solutions. These steps help you in developing the CX strategy and creating a roadmap to ensure successful implementation of the project. https://bit.ly/2WN0o8i
This document discusses improving customer success processes through establishing maturity levels. It suggests starting by getting team consensus on priority problems like triage. Triage elements include policies for high risk customers, agreed categories and rules, and enabling quick responses. Capabilities then develop from ad hoc to repeatable, defined, managed, and optimizing processes. The document provides examples of building risk assessment capabilities and a day in the life comparisons of different maturity levels. It emphasizes problem-solving, consensus, and letting those doing the work identify problems as keys to progressing maturity.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
Mainstay - Measuring the ROI of Customer Success Management SolutionsMainstay
A new paradigm known as Customer Success management (CSM) is exploding in popularity among B2B enterprises, and especially among SaaS companies that depend on recurring subscription revenue to sustain business growth. It's not uncommon for these companies to get a majority of their revenue from existing clients (renewal and up-sell), which means that customers who churn after an initial contract purchase can have a huge impact on a company's long-term financial prospects.
Mainstay discusses how investments in CSM have been accelerating as business leaders recognize that ensuring customer success may be the single most important driver of business performance.
From Customer Relationship to Customer ExperienceAnthony Brown
The document discusses customer relationship management (CRM) and customer experience management (CXM). It provides an overview of CRM, including common CRM processes and the goals organizations hope to achieve through CRM implementations. However, it notes that over 50% of CRM initiatives fail. The document then shifts to discussing CXM, how customer experience is defined from the customer perspective, and the benefits CXM can provide including increased loyalty and retention. It outlines some key challenges to effective CXM as well as strategies organizations are using to improve the customer experience such as becoming more customer-centric and prioritizing customer data and feedback.
Customer Experience (cx) vs. Customer Service: and How Both are ImportantNaina Rajput
Customer experience is the overall journey and perception of customers with a business, while customer service refers to assistance provided regarding products and services. Customer experience is proactive in finding gaps to optimize the customer journey, while customer service is reactive in addressing customer inquiries. A good customer experience includes strong customer service, as well as technology and design, and can increase revenue and satisfaction.
Justifying the Investment for Customer Success TechnologyTotango
Traditionally, CRM systems were designed around sales and service. In the new realities of recurring revenue business models, in which customer value spans beyond a one-time sale, enterprises are now faced with challenges of retention, upsell and optimizing the entire revenue cycle.
In this webinar, Guest Speaker Kate Leggett, VP, Principal Analyst from Forrester Research and Guy Nirpaz, Totango Co-Founder & CEO and the author of “Farm Don’t Hunt - The Definitive Guide to Customer Success” discuss:
- A reality in which CRM systems need to span beyond sales and service in the subscription economy
- The emergence of Customer Success Technology that allows companies to focus on customers
- Ways to optimize the entire revenue cycle Customer Success, as a model and methodology, represents an opportunity for enterprises to break down the silos of customer data and business processes.
Learn how this will lead to operational improvements around customer centricity and growing recurring revenue.
This document provides an overview of a customer success presentation for a distribution company client. It includes an agenda, introduction of the client and their business lines, a high-level strategy discussion, and specific challenges the client faces. Potential technology solutions are proposed to address challenges around streamlining purchasing and offering packaging as a service. The presentation also maps the client's needs to a customer success lifecycle process and playbook. It outlines marketing, sales, implementation, onboarding, business-as-usual support, expansion, renewal, and advocacy phases and proposes playbooks and processes for each phase. The next steps identified are to prioritize playbooks, develop templates, engage stakeholders, establish feedback, test and iterate on the playbooks.
This document outlines SignupLab's Growhow Customer Success Framework for B2B SaaS companies. It discusses the history of customer success and how it has evolved from focusing on new customer acquisition to reducing churn. It then details key aspects of the framework, including defining value concepts to focus product strategy and development, integrating customer success best practices across functions like product, support, sales and marketing, and using metrics and feedback to continuously improve customer objectives. The framework provides a holistic approach to improving customer success for B2B SaaS companies.
This PPT deck displays nineteen slides with in depth research. Our Customer Experience Mapping PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Experience Mapping PowerPoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. http://bit.ly/2UAwOnm
Nicholas Kontopoulos, a senior global marketing director, gave a presentation on moving from customer loyalty to brand advocacy. He discussed how the rise of digital customers has impacted businesses and changed customer expectations. Kontopoulos argued that companies need to shift their focus from traditional loyalty programs to delivering excellent customer experiences across all touchpoints in order to transform customers into brand advocates.
Simplifying the Complexities of Customer Success in the EnterpriseTotango
How do you manage customer success if your company sells multiple products into accounts? Across multiple regions? Or through a variety of resellers? All these variables can make your goal - delivering value to all product end-users - a challenge.
Watch this webinar to hear from customer success veteran, Catherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud, to learn why so many enterprise organizations struggle with simplifying customer success processes, managing all customers, and being able to accurately forecast recurring revenue. She is followed by Guy Nirpaz, CEO of Totango, who shares how enterprise organizations can break down the complexity by gaining visibility into all levels of their account relationships to grow revenue and drive greater product value and adoption.
About Totango:
Totango is a customer success platform that helps recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. Leading companies use Totango to reduce churn, grow predictable revenue, and maximize customer value over time.
The Customer Journey Funnel: The Key to Sustainable GrowthRocketSource
The document discusses how the traditional sales funnel model no longer works for modern customers. Today's customers conduct extensive online research before making purchases and are less influenced by sales pushes. The customer journey is now complex with many digital interactions. The goal for companies is to build brand loyalty and advocacy through a modern marketing funnel approach. This involves planning content strategies to attract and engage customers at each stage from exploration to advocacy. It also requires preparing organizations to have a customer-first mindset and comprehensively analyzing the customer journey funnel.
The executive guide to launching new customer success initiativesShawn Hank
This document provides best practices for launching new customer success initiatives. It discusses common challenges organizations face when initiatives are not launched properly, such as lack of adoption, unclear success criteria, and siloed teams. The document then presents a framework for launching initiatives, covering key success factors like gaining input, demonstrating value, and incentivizing adoption. It provides checklists for planning, collaboration, stakeholder preparation, and changing client mindsets. The overall goal is to help organizations avoid common pitfalls and promote adoption of new customer success programs and playbooks.
7 steps to successful customer experience measurement programsDatafield
Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what’s working and what’s broken. This report provides a framework for key decision-making in a seven-step process that CX pros must follow if they’re going to design and execute a successful customer experience measurement program.
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
Customer Success Plans - Value Realization MethodologiesShawn Hank
Disha Gosalia is the VP of Customer Success at New Relic, a cloud-based observability platform company with over 17k customers. She discusses New Relic's customer success strategies, including:
1) Creating success plans mapped to customers' business objectives and measured across workstreams to drive adoption, usage, and value realization.
2) A digital customer success portfolio that provides success plans digitally for smaller customers and customized success plans created by a CSM for larger customers.
3) A new customer handshake process including account intake and a kickoff meeting to validate goals and KPIs for an initial success plan.
This document discusses the changing consumer landscape and strategies for direct-to-consumer brands to thrive. It notes that the most transformational brands focus intensely on product-market fit, understanding customer behavior, and continually optimizing the customer experience. However, the landscape is changing rapidly with the rise of Amazon advertising and importance of influence, loyalty, and physical presence. Both ancient and modern brands that adapted to these shifts by embracing social media, having a clear vision and transparency, and balancing innovation with their core strengths are discussed as examples. The key is not waiting too long to change but also staying true to one's brand.
3 New ways to Improve and Understand your Customers ExperienceVirginia Fernandez
This document discusses new ways for organizations to understand and improve the customer experience. It outlines three key capabilities needed: analyzing customer behavior to understand root causes of issues, visualizing customer journeys across channels, and easily pivoting between different analytics types. The document also discusses challenges like fragmented data, siloed tools and departments. It proposes that a unified analytics solution is needed to provide a holistic view of the customer experience.
This document discusses how connecting devices to the internet through IoT and analyzing the data through connected service experiences (CSX) can enable companies to have more proactive post-purchase relationships with customers. Specifically, it outlines 30 measurable business cases for how IoT and CSX can help companies lower costs, increase revenue, improve customer satisfaction and safety, and gain a competitive advantage by enabling predictive monitoring of products and proactive interventions. The document argues that preventing issues before customers complain is less expensive than reacting to complaints, and near real-time analysis of device data through CSX allows companies to take proactive actions that improve productivity, uptime, and aftermarket sales.
Why Your Best Salesperson May Be a Customer Support RepCognizant
This document discusses how customer support organizations can be transformed into sales channels by focusing on providing a positive customer experience. It proposes that support teams should prioritize resolving issues on the first call to increase customer satisfaction and retention. The document also describes a customer care transformation framework that uses customer usage data and feedback to identify and fix recurring problems, empowering agents and customers to resolve issues themselves through self-service tools. This framework aims to transform dissatisfied customers into advocates by resolving the root causes of their issues.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
A framework-for-digital-business-transformation-codex-1048Beta-Research.org
This document introduces a framework for digital business transformation. It discusses four key areas for organizations to focus on: digitizing the customer experience, products/services, organization processes/systems, and operations. The framework is based on common elements identified across several industries that have successfully undergone digital transformation. It emphasizes using digital tools and customer data to improve customer insights, engage customers across channels, customize products/services, and monitor product usage. Organizations can apply this staged framework to develop a digital vision and transition to new digital business models.
Trying to find an edge over your telecom competitors? At PNA, our Data Analytics services can help you find the patterns unseen to human eyes. Stop trying to find edges and start getting ahead of your competition.
Enhancing customer experience through Digital TransformationYASH Technologies
Is digital transformation only about digitizing existing services? It is much more than just that. Read more to understand the importance of digital core in today's era.
Innovative Customer Service for Building Loyalty - Mindtreesamirandev1
Mindtree provides innovative customer service by building loyalty among customers. It gives the best solutions and strategies for delivering the best customer service in this digital era. Click here to know more.
Best Innovative Customer Service | Mindtree AnikeyRoy
Mindtree provides all the innovative customer service by building loyalty among customers. It gives the best solutions and strategies for delivering the best customer service in this digital era.
Companies can improve customer retention rates by addressing the root causes of customer attrition through a strategic approach. This involves applying targeted retention strategies across all customer touchpoints in a coordinated effort. The document discusses establishing a "Churn Command Center" to oversee retention efforts across the organization. It also emphasizes the importance of customer analytics to understand why customers churn and tailor retention offers, as well as testing offers across channels to maximize effectiveness and minimize risks. Leading companies see reductions in churn of 10-50% through these integrated, data-driven approaches.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
This document discusses business model metrics that can be used to monitor the performance of a business. It provides 32 metrics divided across 4 categories: service quality, customer satisfaction, online potential, and financial viability. Each metric is described, including how it can be measured. An example is also given of how the sports company Uber uses some of the metrics to measure customer satisfaction of their service. The document aims to help businesses select meaningful metrics to track the progress of their business model.
Digitizing the Customer Experience within a Utility Robert Simon
Welcome to Transistor! The first ever strategic planning approach to taking the first steps towards building a digital customer experience within a Utility.
Drawing upon our independent research, workshops and extensive experience in customer experience, we have developed a foundational model for any utility looking to chart the course to stay relevant, be more effective (and competitive) as a digital customer centric organization. So what you’ll find inside this guide is a way to get the planning and preparing process started immediately to determine the roadmap you are going to need to build out, manage, and operationalize a lot of change.
How to Build and Finance Very Successful Start Ups the coming 10 yearsMike Mastroyiannis
The document discusses new approaches for building and financing startups in the next 10 years. It argues that the traditional product creation process is too slow and rigid for today's faster-changing markets. The key is to adopt an iterative process that involves customers early and often to test assumptions and validate the business model.
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5 Steps to Apply Deloitte’s Customer Service Delivery Model in SaaS
1. 1/10
July 21, 2021
5 Steps to Apply Deloitte’s Customer Service Delivery
Model in SaaS
process.st/customer-service-delivery-model
Jane Courtnell
July 21, 2021
According to Bain & Company, a mere 5% increase in customer retention can equate to a
profit boost of 25%. This is because repeat customers will spend more with your brand – 67%
more to be exact.
Providing a top-notch customer service allows your business to recoup customer acquisition
costs and cultivate a loyal following. Your customer service team is the heart of your
organization and is your means of retaining and extracting value from your customers.
Like Bain & Company, we at Process Street think it’s vital to get your customer service
operations right. And to do that, you need a refined and well-oiled CS delivery model. One
that’s up to date with the times.
We turn our attention to The Digital Transformation of Customer Services report by
Deloitte. We summarize the information from this report to present 5 actionable steps that’ll
create Deloitte’s customer service delivery model. This model delivers effective customer
service operations that mitigate today’s market disruptions.
2. 2/10
Sounds good, eh?
With that said, let’s jump to it and get your customer service model right!
Here’s to putting the success back in customer success!
The whirlwind of disruptive forces in today’s marketplace
We’ve spoken a lot about a digital transformation in customer success.
➡ Check out our top customer success posts here! ⬅
This transformation is demanding a customer success reformation; a reformation that’s
driven by the customer. Websites, blogs, vlogs, podcasts, and social platforms are changing
the customer’s buying journey. By the time your customers come to make a purchase, they
know what they want to buy and the amount they want to pay.
Every customer success representative needs to be aware of the disruptive forces induced by
technology. These forces include:
The rapid adoption of technology : Businesses and customers are adopting
technology on an exponential level. Major advancements include social networks,
mobile computing, analytics, and cloud computing.
“The current pace of technological advance is unprecedented in history and shows no signs of
stabilizing as other historical technological innovations, such as electricity, eventually did.” –
Deloitte University Press, From Exponential Technologies to Exponential Innovation
Changes in customer behavior 👥: According to a report published by the Institute
of Customer Service, customers today are facing significantly fewer problems when
buying goods and services than they did 5 years ago. E.g. the percentage of customers
experiencing a problem in 2008 was 17%. This percentage figure decreased to 11.7% in
July 2012. This drop is more significant when you consider the number of customers
making a complaint has risen from 72% to 76% in the same period.
Increased competition ⚔: New competitors are flooding the markets and engaging
with direct competition. Barriers to entry are lower due to de-regulation, globalization,
and technological development.
These disruptive forces are acting together to create a sudden impact on the traditional
markets.
3. 3/10
Keeping these disruptive forces in mind, we at Process Street turned our attention to
Deloitte’s The Digital Transformation of Customer Services report. This report has designed
five important customer service capabilities:
1. Omnichannel customer interactions
2. Service connected devices
3. Creating loyalty through customer service
4. Nurture customer communities
5. Create engaging user experiences
With these capabilities, Deloitte aims to adapt customer service operations to mitigate
current market disruptions.
This article takes these capabilities and gives you five actionable steps to apply Deloitte’s
advice. These steps will reform your customer service delivery model for your SaaS
enterprise.
4. 4/10
Reforming your customer service delivery model in five steps
A customer service delivery model is a concept that puts customer service operations into
tiers. Below is an illustrative example of a customer service delivery model (note that the
service delivery model is for illustrative purposes only, and does not apply to all industries).
Tier 1 operations receive initial contact. The aim is to identify, diagnose, and resolve the
query. If this cannot be done, the query is moved onto the second tier made up of specialists.
Tier 3 operations are specialized and aim to resolve the query. If they cannot, then the query
is sent onto the third tier of operations. The third tier is even more specialized…and on it
goes.
An important tier in the digital world is Tier 0. This tier relies on automation and/or self-
service functionality.
5. 5/10
You’ve probably noticed the numbers in the image above. These represent a new Deloitte
capability from capability one to five; or, as in this article, from steps one to five.
You see, rather than listing these capabilities, this Process Street article goes one step further.
We’ll discuss how you can apply each to your customer service delivery model.
With that said, let’s jump straight to it!
Step #1: Omni-channel customer interactions
With omnichannel interactions, customers are using multiple channels, simultaneously,
irrespective of time, place, device, or medium.
Omnichannel interactions add complexity to the customer’s journey. Organizations must first
understand the entire customer journey to apply the right technology at the right time.
For instance, I was recently on the search for some new hiking poles. In my quest, I went to a
new outdoor store that opened near where I live. Upon entering the store, I received a social
media notification about new store discounts. Me being me, I was easily side-tracked and I
found myself adding a new jacket, shorts, and cap into an online basket.
Before I hit checkout, I had a rethink. Did I need these items? I abandoned the cart and
returned to my walking pole quest.
6. 6/10
Later that week, I received emails enticing me back to complete my purchase, and my social
media feed displayed advertisements from the brand.
This is a real-world example of omnichannel marketing.
I was sent a targeted advertisement by social media while interacting with the brand on a
face-to-face level at the store. I then interacted with the brand via email and on my social
media feed.
In this instance, my customer journey was understood, and the right technology was applied
at the right time to build engagement. I didn’t receive another email notification when I
hadn’t interacted with the first. Instead, marketing efforts were tailored back down to use
social media solely. This action recognized that I was at the early stages of my journey with
this brand.
To apply omnichannel interactions effectively, you must understand your customer’s
journey. New channels should then be introduced when the customer is at the right level of
maturity, early enough to deliver a competitive edge.
The omnichannel approach means customers can interact over the channels they want to use.
These preferences may change depending on location, process, and time. This means you
also need to segment your customers to better direct engagement and support efforts.
Action items:
1. Map your customer journey.
2. Define your target audience personas, segment your audience and identify their
preferred channels of interaction.
For more information on how to achieve the above, read:
Reach the Right People & Get the Right Result With a Customer Profile
Upgrade the Customer Journey with User Experience Maps and Reduce Churn
Step #2: Service-connected devices
Servicing connected devices allows teams to monitor equipment remotely and analyze device
data to predict possible failures.
For instance, for my Canon printer, I can monitor ink usage which gives me full transparency
over the efficiency of my device. I do not doubt that this will save me money by
instantaneously notifying me of a fault. Thinking on a B2B level, a Gartner report indicated
that active management of printer and copier activity can save between 10-30% of print
costs, with quick identification and understanding of failures.
7. 7/10
In this instance, Canon utilizes technology allowing the customer to monitor their equipment
and usage for self-service maintenance.
Now, compare this with more traditional forms of maintenance, where checks are performed
periodically to decrease unexpected failures.
Technology means businesses can continuously monitor the performance of their product to
avoid over-maintenance.
Collect data to determine the present condition of your asset. This could be internal or third-
party data, each collected from the customer or other stakeholders.
Estimate the probability of asset failure using the company and third-party historical data
sets. Combine this information with static data measures – for instance, product age, types,
materials, etc.
Collecting this information creates a reliability model (as shown in the image below). This
model predicts the probability of failure.
8. 8/10
Use the reliability model along with root cause analysis to service your products using
connected devices.
Action items:
1. Complete a reliability model by collecting company and third-party static and dynamic
data for your product(s).
2. Complete a route-cause analysis for flagged issues.
To find out how you can perform a route cause analysis, read: How to Perform a Root Cause
Analysis (Free Template).
Step #3: Creating loyalty through customer service
The focus for customer success teams globally is to drive customer loyalty.
The Institute of Customer Service published a report indicating that people-related issues –
such as staff attitudes and competence – caused the majority of problems that elicited a
complaint (62%). This was compared to complaints about the reliability of goods, which
accounted for 34%.
The research suggests that customers are most satisfied when complaints are dealt with
immediately. As a result, organizations need to ensure that all customer contacts are handled
consistently well and that customers are not passed from pillar to post.” – Jo Causon, Poor staff
attitude and competence most common causes for customer complaints
With this in mind, organizations need to change how they measure and reward customer
success representatives.
Take the online clothing and shoe retail store, Zappos, as an example. A customer success
representative’s performance is measured by the extent of the personal and emotional
connection made. CS teams aim to address unstated customer needs. Zappos has grown to a
$1.2 billion business using this unorthodox approach.
“Last year, when I was working the phones, a woman called, trying to return some boots. The
sad story turned out to be that she had bought them for her father, who had since died. I told
her not to bother returning them; that we would refund her money but she was free to give the
boots away instead of returning them. And after the call, I felt moved to send her some flowers –
just one of the 380 gifts of flowers you can see on the board that we sent out last year. Sometime
after that, she sent me a letter and a photo of her father.” – Ryo Hanalei Zsun, Tony Hsieh
Reveals The Secret To Zappos’ Customer Service Success In One Word
To maximize customer loyalty, you need a way of measuring the health of your accounts. Use
our Account Health Scorecard Checklist Workflow to maximize account health and create
loyal customers.
9. 9/10
Click here to access our Account Health Scorecard Checklist Workflow today!
Key checklist features:
File Upload and Approvals: You’ll be asked to upload the account scorecard you
produce using our File Upload feature. Your manager is then notified that your scorecard
is ready for assessment, and can jump in and accept/reject (with comments) as required
using our Approvals feature. This gives an extra layer of quality control.
Stop Tasks: Stop Tasks ensure the required steps for creating an accurate scorecard are
completed in the correct order.
Role Assignments: Use our Role Assignments feature to assign your supervisor to the
approval task. Your supervisor will be automatically notified of the upcoming approval
action required.
For more information on what Process Street is and how to use it, watch the below
introductory video.
Action items:
1. Focus on building customer loyalty by measuring the health of your accounts.
2. Actively improve this health using our Account Health Scorecard Checklist Workflow.
Step #4: Nurture customer communities
A positive customer community will reduce call volume, generate greater customer insight,
create compelling word-of-mouth marketing, and establish communication lines for
improvement ideas.
Jumping straight into the action items, this is what you need to do to nurture a positive
customer community for your business:
1. Connect the outside to the inside: Establish strong employee-customer
relationships by recruiting the right people to your CS team. Build robust security and
privacy processes using Process Street as your no-code process documentation tool. To
learn how to perfect your employee onboarding process, read: 6 Checklists to Perfect
your New Employee Onboarding Process.
2. Establish consistency across forums: Your customers will move from one forum
to another. Therefore, consistency in business communications is critical. Document
best practices and language while removing guesswork and human error using Process
Street. Learn how Salesforce uses Process Street to build the consistency needed in
their operations.
3. Use branded forums first: Lead conversations on your forums first to give you
control of user-generated content.
4. Incentivize users to comment: Incentivize your customers to comment. This could
be by including a reward system, or through the use of gamification techniques.
10. 10/10
Step #5: Create engaging user experiences
Cutting-edge technology from the likes of Apple, Google, and, of course, Process Street 😉,
have led consumers to expect a digital service that is clean, simple, and user-friendly. And
online channels play a critical role in establishing perceptions and an overall brand image.
You need to employ lean and agile development in your business. Find out how we keep
operations agile at Process Street by reading: The 11 Agile Processes We Use to Run an
Efficient Software Team.
Plus, why not have a browse through more of our top content to understand how you can
create a lean, agile, business machine:
Next, establish consistency. Processes run at the heart of your business. Every business
output has a process associated. By documenting these processes, you gain full transparency
over work done by your teams and departments. Gain consistency with Process Street by
documenting your best practices so team members will perform all tasks as required.
Finally, use A/B testing to try out multiple variations of a concept. Collect analytical data and
go with the digital technological design proven to work.
Action items:
1. Apply lean and agile development methodologies.
2. Build consistency by documenting your business processes.
3. Continuously monitor and test new ideas using A/B testing.
Adapt to the breakneck speed of technological development using
Deloitte’s customer service delivery model
Customer success leaders must embrace continuous development, and actively seek out new
opportunities. With this in mind, technological development can either be a disruption or a
new opportunity.
By completing the five steps given in this article, your customer success team can respond to
the market disruptions appropriately, something you can use to give you a competitive
advantage.