This document describes CCustomer AB and their services for methodical and fact-based client management. CCustomer helps companies maximize revenue by analyzing customer data, understanding customer flows, measuring customer lifetime value, and implementing a four-step process for improvements. Their services include customer analysis, recruitment, and ensuring changes have the desired long-term effects. The goal is to focus marketing efforts on retaining existing customers and attracting the most profitable new customers.
Top Trends Impacting Customer Success in 2020Omid Razavi
A discussion of the trends in Customer Success, with practical tips on tools, resources and practices that you can use to build a stronger Customer Success practice in 2020.
Peter Lyon. "Scaling your SaaS business with Customer Success (and boost your...Octopus Events
OK, you’ve just achieved $1M (or more) in ARR and ready to start scaling your SaaS business. Investing in Sales and Marketing is the obvious choice, but focusing Customer retention can also help drive up your revenue. Simply put, you need to hold on to those customers that cost you so much in sales and marketing but you may need to let the ones that are draining you of expensive engineering. This talk will cover the following:
1. Why the VC’s want you to have a Customer Success plan?
2. When do I know I need to create my first Customer Success role/function?
3. What are the foundations of Customer Success?
4. What are the quick wins for Customer and Revenue retention?
5. What are the key metrics to use to gauge successful customer and revenue retention?
Top Trends Impacting Customer Success in 2020Omid Razavi
A discussion of the trends in Customer Success, with practical tips on tools, resources and practices that you can use to build a stronger Customer Success practice in 2020.
Peter Lyon. "Scaling your SaaS business with Customer Success (and boost your...Octopus Events
OK, you’ve just achieved $1M (or more) in ARR and ready to start scaling your SaaS business. Investing in Sales and Marketing is the obvious choice, but focusing Customer retention can also help drive up your revenue. Simply put, you need to hold on to those customers that cost you so much in sales and marketing but you may need to let the ones that are draining you of expensive engineering. This talk will cover the following:
1. Why the VC’s want you to have a Customer Success plan?
2. When do I know I need to create my first Customer Success role/function?
3. What are the foundations of Customer Success?
4. What are the quick wins for Customer and Revenue retention?
5. What are the key metrics to use to gauge successful customer and revenue retention?
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
To optimize your company’s success, you want to find ways to make the lives of your customers as frictionless as possible and anticipate their problems before they know they have them. To help achieve this, you need to create customer success playbooks.
Customer success playbooks help maximize your ability to ensure your customers are happy. They are a framework that includes the set of steps a customer success manager should take to achieve a desired goal and what segment of customers they should focus their proactive efforts on.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
PulseCheck 2016 | How we built new customer success organizational structure...Gainsight
PulseCheck is the largest live streaming event in the Customer Success community, delivered right to your screen -- free of charge. We’ll cut out everything but the most actionable real-world applications for you and your entire customer-facing team. What’s left are eight 40-minute sessions from some of the most elite minds in Customer Success.
Launching a Customer Success program can either be a thoughtful exercise or something that is imposed on an organization when clients start disappearing. Either way, the fundamentals of launching a program are largely the same - and are largely misunderstood. This is a review of the principles that can be relied on to get a Customer Success program off the ground and to build teams that are focused on keeping clients.
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand where you are on the maturity curve so that you can take steps to move forward to the next level.
Totango’s SVP of Customer Success Jim Coleman, presents a maturity model based on Totango’s experience helping hundreds of organizations design, implement, and optimize their Customer Success strategies. This maturity model lets companies figure out where they are with their current initiatives and what they need to do to maximize customer engagement and significantly increase retention.
Inside Gainsight’s New Post-Sales Structure: Reorganizing the Team to Drive C...Gainsight
In this webinar, Allison Pickens, Gainsight's VP of Customer Success, will give you a detailed explanation of our new org chart as well as the philosophy behind the changes. She'll offer strategies on how to apply these principles and tactics to your own Customer Success team.
The Customer Success Maturity Model | ClientSuccessClientSuccess
Join customer success leader, Dave Blake, CEO/Founder of ClientSuccess as he discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. MST. The webinar is called “The Customer Success Maturity Model”. You can request the recorded version by entering the following link into your browser:
https://www.clientsuccess.com/recorded-customer-success-maturity-model/?utm_medium=Organic&utm_source=Slideshare&utm_campaign=Slideshare&utm_content=Customer-Success-Maturity-Model-Webinar-Slideshare
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
To optimize your company’s success, you want to find ways to make the lives of your customers as frictionless as possible and anticipate their problems before they know they have them. To help achieve this, you need to create customer success playbooks.
Customer success playbooks help maximize your ability to ensure your customers are happy. They are a framework that includes the set of steps a customer success manager should take to achieve a desired goal and what segment of customers they should focus their proactive efforts on.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
PulseCheck 2016 | How we built new customer success organizational structure...Gainsight
PulseCheck is the largest live streaming event in the Customer Success community, delivered right to your screen -- free of charge. We’ll cut out everything but the most actionable real-world applications for you and your entire customer-facing team. What’s left are eight 40-minute sessions from some of the most elite minds in Customer Success.
Launching a Customer Success program can either be a thoughtful exercise or something that is imposed on an organization when clients start disappearing. Either way, the fundamentals of launching a program are largely the same - and are largely misunderstood. This is a review of the principles that can be relied on to get a Customer Success program off the ground and to build teams that are focused on keeping clients.
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand where you are on the maturity curve so that you can take steps to move forward to the next level.
Totango’s SVP of Customer Success Jim Coleman, presents a maturity model based on Totango’s experience helping hundreds of organizations design, implement, and optimize their Customer Success strategies. This maturity model lets companies figure out where they are with their current initiatives and what they need to do to maximize customer engagement and significantly increase retention.
Inside Gainsight’s New Post-Sales Structure: Reorganizing the Team to Drive C...Gainsight
In this webinar, Allison Pickens, Gainsight's VP of Customer Success, will give you a detailed explanation of our new org chart as well as the philosophy behind the changes. She'll offer strategies on how to apply these principles and tactics to your own Customer Success team.
The Customer Success Maturity Model | ClientSuccessClientSuccess
Join customer success leader, Dave Blake, CEO/Founder of ClientSuccess as he discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. MST. The webinar is called “The Customer Success Maturity Model”. You can request the recorded version by entering the following link into your browser:
https://www.clientsuccess.com/recorded-customer-success-maturity-model/?utm_medium=Organic&utm_source=Slideshare&utm_campaign=Slideshare&utm_content=Customer-Success-Maturity-Model-Webinar-Slideshare
Prevent your customers from reducing their purchases of products and services by using Customer Attrition Management PowerPoint Presentation Slides. Discuss various ways through which the company can manage the customer churn by using customer churn management PPT slideshow. The presentation describes key statistics associated with customer churn, present customer situation in a firm, types of customer churn, methods to handle customer attrition, churn propensity model, the impact of successful implementation of churn management, dashboard, etc. Customer attrition PPT templates help to track the customer churn rate on monthly basis. Discuss four stages of customer churn management which allows the company to handle customer attrition. Take advantage of customer churn analysis PPT layouts and showcase how the firm can prevent customer churn. The company can handle the churn issue by detecting the churn signals and triggers from the customer. Depict information about the various marketing campaigns in order to retain its customer from churning. Provide ways to prevent churn through predictive analysis by downloading customer churn prediction PPT presentation. https://bit.ly/2R7GztG
How We Reorganized Our Entire Post-Sales OrganizationGainsight
One of Gainsight's principles is to "Carry the Torch" for the Customer Success industry. We've shared a lot about innovations in our processes, but not as much about our organization. In this session, Allison Pickens, VP of Customer Success and Business Operations at Gainsight, will share the story of how we re-organized post-sales to drive success for our customers.
Ten Slides in Ten Minutes - Client Crusades and CampaignsBill Graham CP.APMP
Few thoughts on campaigns and crusades. Market campaigns are so underestimated when considering opportunity management. However, they must be implemented in a sensible way.
How loyalty programs help brick and mortar retailers win customers back in th...PwC Polska
How to win back customer and prepare for the challenges? How to build brand loyalty? ☛ See presentation from our webinar | More: https://pwc.to/36AoCaA
inQuba: The Science of Retaining Customers in Financial Services [US Webinar] Antony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba, in the United States, on the 20th September 2018. Watch the recording here: https://youtu.be/x85XlUxwbUg
Imagine you could anticipate customer churn before it happened.
A recent report by Bain & Co. asserts that churn is the result of a series of poor experiences and misadventures over a period of time, not a single poor experience. Most customers are already primed to leave when an attractive competitive offer presents itself. Also, the only solution is to focus on the entire customer journey, not just the most recent episode. Today's businesses need to expose the real experiences of their customers, predict those at risk and intervene with next best actions to ensure the customer sticks around. Acquisition remains expensive, and the value still lies in existing relationships.
Customer Journey Management introduces break-through thinking and techniques for churn anticipation, predictive risk profiling and interventions that will have a business-altering impact on keeping and growing customers.
WEBINAR SPEAKERS
Graham Clark -
inQuba North American CX Transformation Lead and Digital CX and CXOM Transformation Lead, Customer Results
Trent Rossini -
COO inQuba and ex COO of PruHealth, and ex CIO of Discovery Health
WHY YOU SHOULD LISTEN
Our industry-expert speakers addresses the following:
How do you discover and visualize the real customers' and agents' journeys as they navigate your products and channels?
How do you anticipate customer churn, in real time?
How do you intervene in order to mend and recreate customer experiences
How do you do all this at scale?
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
Webinar - making customer retention your strategy for hyper-growthRanceTimiEbiwari
Consumer expectations have shifted. Digital-first brands are now the leaders in creating valuable experiences. Thoughtful, meaningful engagement is a more effective strategy than persistent, irrelevant campaigns.
How to use Customer Success to Prep for and Drive Contract RenewalsGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to use Customer Success to Prep for and Drive Contract Renewals - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Concur, InsideView, Marketo
How to increase the value of your business (Part 1) by David HaimesChris Thompson
A presentation by David Haimes of Action Coach as part of a joint seminar with Wellers, on the things to think about, plan and consider in order to boost the value of a business.
Insights To Accelerate Services Growth (Oco White Paper)Jon Hansen
White Paper Introduction (Excerpt):
Much has been written about customer satisfaction, account management practices, and measurement systems
for services businesses. Some of the approaches take a simple, monolithic approach and propose a standard
model for management of all service businesses. We suggest a different approach and recommend that a service
business should be managed and measured based on the maturity of the service business and the specific requirements of its’ customers.
To help operationalize this approach, we provide a framework for understanding how a services organization and its’ customer engagement should be measured. This framework is based on the premise that these organizations often progress through three distinct stages – Customer Centric, Profit Centric and Growth Centric – as they
evolve. We specifically outline various information and reporting approaches to support strategic account management of services businesses at each stage of their evolution, we provide examples of what service metrics are most relevant, and then discuss the effective intersection of account practices and metrics by means of a customer dashboard tool used by many leading firms.
Oco Web Site: http://www.oco-inc.com/
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CCustomer - Methodical and fact-based client management
1. www.ccustomer.se
Methodical and fact-based client management.
Methodical and fact-based client
management.
All content and intellectual capital in this presentation and/or any documentation supporting or attached to this
presentation belongs to CCustomer AB and are not allowed to be used without permission of CCustomer. Should
you be a non intented recipient of this presentation, please return to CCustomer or dispose of in an environmentally
friendly manner.
2. www.ccustomer.se
Methodical and fact-based client management.
About CCustomer AB
Table of content
• About CCustomer
• Our view on methodical and fact-based marketing
• Customer flows and Customer Lifetime Value (CLV)
• Our four step method for methodical and fact-based client management
• Our services
CCustomer helps companies to maximize revenue by working more
methodically and fact-based with their client management.
3. www.ccustomer.se
Methodical and fact-based client management.
Our view of methodical and fact-based marketing
The knowledge about your customers are crucial in order to remain at the forefront in the rapid change
of the market. Our services aim for the following:
• Keep and develop your existing customers
It costs 6 to 7 times more to get a new customer than to keep an existing one (Frederick F.
Reicheld, "The Loyalty Effect”). Yet many companies focus disproportionately on attracting new
customers instead of working methodically and fact-based to understand, maintain and develop
the existing ones.
• Work methodically, proactively and fact-based
Proactive client management requires consensus on the purpose, focus and goal with the client
management. A proactive work process increases the likelihood of retaining and developing your
customers over time and meet customers’ total need.
• Measure your customers and see the result of your marketing investments
Despite large investments within the marketing area, there are few companies that measure the
impact of the work. By measuring your customers, you are able to see and take control over the
results of your work.
4. www.ccustomer.se
Methodical and fact-based client management.
A methodical and fact based marketing requires control
over the customer flows
• What does your customer flows
look like?
• Where is potential for
improvements?
To consider
Customers end
of the year
Customers
beginning of
the year
New
customers
Active
customers
Lost
customers
Regained
customers
Number of new, lost, active and regained customers.
6. www.ccustomer.se
Methodical and fact-based client management.
Customer Lifetime Value
- the total value a customer gives you over the years
CLV = F x AOV x Duration*
(*Duration = Nr of years a customer is active)
(Not def.)
(Ej def.)
CLV total
7. www.ccustomer.se
Methodical and fact-based client management.
5%
15%
50%
30%
27%
31%
36%
6%
Andel av kunder Andel av årsintäkt
0
2 000
4 000
6 000
8 000
10 000
12 000
14 000
16 000
0 20 000 40 000 60 000 80 000 100 000 120 000 140 000
Årsintäkt
Antal kunder
Where is the potential for development within your
customer portfolio?
To consider
• How do you develop the
remaining 80% of your
customer base?
• 20 percentage of the
customers stands for 58
percentage of the revenue.
• Who are these customers?
What differs them from the rest?
How do you secure their loyalty?
7
Yearlyrevenue
Nr of customers
Share of
revenue
Share of
customers
8. www.ccustomer.se
Methodical and fact-based client management.
CCustomer has a proven work process in four steps for
developing methodical and fact-based client management
Analysis Ensure effect over time
Point of decision
1.Withdraw raw data
from your current
accounting system.
2.Convert your raw data
into customer data.
3.Organize and vsualize
customer portfolio.
4.Define challenges.
5.Define what we want
to achieve.
6.Identify stakeholders.
7.Identify barriers.
1.List ideas for
improvement.
2.Prioritize ideas after
potential and simplicity.
3.Create general
resource and activity
plan.
4.Identify opportunities
to create
improvements.
1.Communicate
selected activities
internally.
2.Prepare to use the
selected solutions.
3.Implement and begin
use of new solution.
4.Document experience
and feedback.
1.Measure, control and
follow up on results.
2.Activities for
improvements and
development.
Make suggestions for
improvement
Implement
improvements
9. www.ccustomer.se
Methodical and fact-based client management.
With our services we help businesses to increase revenue by
working more methodically with their client management
We help you with methodical and fact-based client
management, in order to increase the likelihood to focus
on the right new clients and maintain and develop existing
ones.
We know what skills that are required to work
methodically and fact-based with client management
and we therefore help you to find the right people.
Methodical client
management
Recruitement
Our services
We help you to use the information from your existing
accounting system in order to increase your revenue in
three steps.
Customer Analysis
7 kunder står för 49 % av total försäljning period
2012
Försäljning: 29 707 418 kr Antal kunder : 7 st
CCustomer!
0" 1"000"000" 2"000"000" 3"000"000" 4"000"000" 5"000"000" 6"000"000"
Kund"7"
Kund"6"
Kund"5"
Kund"4"
Kund"3"
Kund"2"
Kund"1"
Intäkt&
Kundnamn&
Konsult"
Rekrytering"
Utbildning"
Hanza"
Prod 2
Prod 1
Prod 3
Intäkt
Kundnamn
Analysis
Suggestions for
improvement
Implement improvements
Ensure effect over time
1
2
3
4
Pre-study
Recruitement
1
2
10. www.ccustomer.se
Methodical and fact-based client management.
Welcome to read more about client cases on our website!
www.ccustomer.se
Methodical and fact-based client
management.
CCustomer AB
Ropstensslingan 11C
115 42 Stockholm
Telefon (vx): +46 8 400 26 116
Org.nr: 556920-0743
www.CCustomer.se