The deck I used at the first Los Angeles Customer Success Professionals Meetup to outline my personal journey into to world of Customer Success, and some lessons I learned a long the way.
This is a talk I gave at the Los Angeles Customer Success Professionals Meetup about using a number of "white hat" social engineering strategies to foster engagement and optimize communication with customers.
A lot of Customer Success leaders charged with building programs are new to the discipline. This presentation provides a high-level view of how to build a Customer Success strategy, program and team from the ground up.
There are some practical reasons why sales people are weak in follow ups. Whether you believe or not, my request with you is that you rub across yourself with these few questions listed here. There after lets's evaluate the situation of follow up strategy.
How to Reduce Churn by 50% and Increase Customer Happiness with NPS ProcessesKissmetrics on SlideShare
1 Get satisfaction data in Kissmetrics under 5 minutes
Growth hacking t = time spent on customer relationship (perceived t - real t) = margin
Automation + Scalabilty = Growth Marketing
#1 Get satisfaction data in Kissmetrics under 5 minutes o/
NPS: NET PROMOTER SCORE How likely is it that you would recommend our service to a friend or colleague?
IT STARTS WITH A SIMPLE EMAIL Trial Expired NPS Survey 1 day after
SEND AN EMAIL AT THE END OF YOUR TRIAL PERIOD Each image has a unique trackable link On click, send to your website and record the value in your analytics Done ! Email template available at https://www.sendwithus.com/resources/templates
RECORD THE DATA TO KISSMETRICS
DATA ANALYSIS Higher NPS scores lead to better retention
#2 Capture more data
Guillaume Cabane Mention “ Net Promotor Score isn’t just a metric - it’s an excuse to dig deeper
SEND USERS TO A FORM Send survey respondents to a form where they can give a reason for their score.
Engagement is better while inside your app, so when possible display the survey in-app first, and default to the email in backup USE A DEDICATED NPS APP
DATA ANALYSIS Churn by NPS reason
#3 Action! Increase sales, reduce churn and create happiness
Increase sales NPS FOR YOUR TRIAL USERS
The key is to get that data back into Kissmetrics AND other tools, which is possible with all NPS solutions offering webhooks … or a Segment.com integration
MAKE USE OF THAT DATA Reminder E-mails Display survey in-app for 5 days Send survey dataGet customer data Follow-up emails
MAKE USE OF THAT DATA Trial expired In App Email Surveys Answered NPS Survey Review 100 mentions
DISCOUNT AUTOMATION 72% Opened 9% Replied 15% Clicked
TRIAL EXTENSION AUTOMATION Results Cumulated number of upgrades for NPS respondents. Month 1 Month 2 Month 3 x2 x3 x3.5
Reduce churn NPS FOR YOUR PAYING USERS
Guillaume Cabane Mention “ A NPS rating is true at one point in your user’s lifecycle. Making conclusions on events happening months after is meaningless; it’s better to ask opinion every so often.
MAKE USE OF THAT DATA Handled by handUpgraded NPS Survey 1 month after
REACHING OUT GETTING DATA CUSTOMER SUCCESS PRODUCT FEEDBACK MULTI-TASKING NPS
THINGS FIT TOGETHER Answer Rate Qualitative Handling Automation
We are learning more On our customers, increasing sales, decreasing churn, and creating happiness.
This is a talk I gave at the Los Angeles Customer Success Professionals Meetup about using a number of "white hat" social engineering strategies to foster engagement and optimize communication with customers.
A lot of Customer Success leaders charged with building programs are new to the discipline. This presentation provides a high-level view of how to build a Customer Success strategy, program and team from the ground up.
There are some practical reasons why sales people are weak in follow ups. Whether you believe or not, my request with you is that you rub across yourself with these few questions listed here. There after lets's evaluate the situation of follow up strategy.
How to Reduce Churn by 50% and Increase Customer Happiness with NPS ProcessesKissmetrics on SlideShare
1 Get satisfaction data in Kissmetrics under 5 minutes
Growth hacking t = time spent on customer relationship (perceived t - real t) = margin
Automation + Scalabilty = Growth Marketing
#1 Get satisfaction data in Kissmetrics under 5 minutes o/
NPS: NET PROMOTER SCORE How likely is it that you would recommend our service to a friend or colleague?
IT STARTS WITH A SIMPLE EMAIL Trial Expired NPS Survey 1 day after
SEND AN EMAIL AT THE END OF YOUR TRIAL PERIOD Each image has a unique trackable link On click, send to your website and record the value in your analytics Done ! Email template available at https://www.sendwithus.com/resources/templates
RECORD THE DATA TO KISSMETRICS
DATA ANALYSIS Higher NPS scores lead to better retention
#2 Capture more data
Guillaume Cabane Mention “ Net Promotor Score isn’t just a metric - it’s an excuse to dig deeper
SEND USERS TO A FORM Send survey respondents to a form where they can give a reason for their score.
Engagement is better while inside your app, so when possible display the survey in-app first, and default to the email in backup USE A DEDICATED NPS APP
DATA ANALYSIS Churn by NPS reason
#3 Action! Increase sales, reduce churn and create happiness
Increase sales NPS FOR YOUR TRIAL USERS
The key is to get that data back into Kissmetrics AND other tools, which is possible with all NPS solutions offering webhooks … or a Segment.com integration
MAKE USE OF THAT DATA Reminder E-mails Display survey in-app for 5 days Send survey dataGet customer data Follow-up emails
MAKE USE OF THAT DATA Trial expired In App Email Surveys Answered NPS Survey Review 100 mentions
DISCOUNT AUTOMATION 72% Opened 9% Replied 15% Clicked
TRIAL EXTENSION AUTOMATION Results Cumulated number of upgrades for NPS respondents. Month 1 Month 2 Month 3 x2 x3 x3.5
Reduce churn NPS FOR YOUR PAYING USERS
Guillaume Cabane Mention “ A NPS rating is true at one point in your user’s lifecycle. Making conclusions on events happening months after is meaningless; it’s better to ask opinion every so often.
MAKE USE OF THAT DATA Handled by handUpgraded NPS Survey 1 month after
REACHING OUT GETTING DATA CUSTOMER SUCCESS PRODUCT FEEDBACK MULTI-TASKING NPS
THINGS FIT TOGETHER Answer Rate Qualitative Handling Automation
We are learning more On our customers, increasing sales, decreasing churn, and creating happiness.
Everything You Need To Know About The Employee Net Promoter ScoreOfficevibe
Discover everything you should know about the employee net promoter score. Find out what it is, how to calculate it and how to improve it.
Content by Officevibe, the simplest tool for a greater workplace.
https://www.officevibe.com/
The quickstart guide to tracking sales dataClose.io
If you want to succeed in sales, you need to start tracking your data. Learn about the three sales metrics you should be tracking, and how to use those metrics to optimize your sales funnel.
How VPs of Sales Should Measure the Effectiveness of Cold Calling in 2018Sales Hacker
What You'll Learn:
- How to build a scalable, prospect-centric approach to cold calling
- Why no silver bullet exists and how to optimize your approach according to your psychographic profile
- How to build and iterate on cold calling scripts for your team
- How to measure, A/B test and improve your call effectiveness
- A ton of tips about cold-calling techniques and methods
Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 QuestionCheckMarket
The Net Promoter Score (NPS) is a simple but powerful tool to measure client satisfaction with one single question, an indication of the growth potential of your company or product. Read further for an overview on the use, application and pitfalls of NPS.
Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
You can learn a lot about your customers by asking one question: “How likely are you to recommend us to a friend or colleague?” This is the standard Net Promoter Score (NPS) question and it is a key customer health metric that helps identify brand advocates and at-risk accounts, so you can fight churn. When an NPS program is done right, it can deliver powerful insights about customer loyalty at key stages in the customer journey. But how do you execute an effective NPS Program? We’re here to help. In this session, we’ll share best practices for NPS survey design and distribution, as well as how to integrate your NPS program with Salesforce so you can take action and impact the bottom line.
Streamline your sales funnel - Syed Asad Hussain CallPage
Sales representatives quite often don’t focus on top of the pipeline, which leads to a “leaky bucket”. It results in good leads falling through the cracks.
- Learn how to improve your sales velocity.
- Learn how to build a strong lead qualification process.
- Understand the buyer's journey.
Streamline your inbound sales efforts to maximize growth and scalability in your sales team. With the help of sales velocity you can increase your sales by over 140%.
Five quick tips to leave killer sales voicemailsClose.io
Most sales voicemails are deleted within seconds. A voicemail is often your first point of contact with your prospect, so make sure that yours are working for you.
Here are five quick tips to help you increase your chances of a callback.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
Do you create your business communication, post it, and forget it? If you'd like better results, be sure to do a regular review. This presentation offers a simple business communication review process.
Bob London of Chief Listening Officers on "How to Have More Strategic Custome...Chief Listening Officers
This webinar, originally hosted by ChurnZero on 9/16/2020, is full of actionable tips for customer success teams.
Description:
"That's enough about me, let's talk about you. What do you think of me?" This great movie quote describes how customers often perceive their vendor interactions.
So ask yourself, are your customer conversations and QBRs really about them - or are you focused on asking what they think about your product? Do you understand the "why" that drives their day to day priorities? Are they giving you their unvarnished perspective in a way that can help your company learn and grow?
Bob London of Chief Listening Officers has conducted over 2,000 interviews with B2B customers and other decision-makers. In this presentation, he covers:
- Bob's go-to questions that yield candid responses
- How to frame conversations, ask questions and follow up
- Tips on "listening between the lines" to maximize insights
Sales Hacker Conference San Francisco - Craig Rosenberg - 5 Ways Salespeople ...Sales Hacker
5 Ways Salespeople are Hacking Sales by Craig Rosenberg
Sales Hacker Conference San Francisco - November 6, 2014
Visit SalesHacker.com for more sales hacks, tips, and tactics.
Making sure you staff efficiently is critical. In this e-book, we give you a way of thinking that will help you figure out how many customer success managers you should have for each customer.
The Common Challenges of Technology Adoption & CommunicationDanielOConnor106
When introducing a new system or technology, good communication is critical in ensuring user adoption pre, during, and post purchase. This white paper identifies common challenges with technology advances, as well as outlining how you can understand issues and responses. Because it is by knowing how people think, and understanding what people feel, that you can increase user adoption and engagement.
This white paper includes a 10-step implementation process along with a series of questions that ensures the technology distribution process runs smoothly, from user adoption to engagement & communication.
Everything You Need To Know About The Employee Net Promoter ScoreOfficevibe
Discover everything you should know about the employee net promoter score. Find out what it is, how to calculate it and how to improve it.
Content by Officevibe, the simplest tool for a greater workplace.
https://www.officevibe.com/
The quickstart guide to tracking sales dataClose.io
If you want to succeed in sales, you need to start tracking your data. Learn about the three sales metrics you should be tracking, and how to use those metrics to optimize your sales funnel.
How VPs of Sales Should Measure the Effectiveness of Cold Calling in 2018Sales Hacker
What You'll Learn:
- How to build a scalable, prospect-centric approach to cold calling
- Why no silver bullet exists and how to optimize your approach according to your psychographic profile
- How to build and iterate on cold calling scripts for your team
- How to measure, A/B test and improve your call effectiveness
- A ton of tips about cold-calling techniques and methods
Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 QuestionCheckMarket
The Net Promoter Score (NPS) is a simple but powerful tool to measure client satisfaction with one single question, an indication of the growth potential of your company or product. Read further for an overview on the use, application and pitfalls of NPS.
Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
You can learn a lot about your customers by asking one question: “How likely are you to recommend us to a friend or colleague?” This is the standard Net Promoter Score (NPS) question and it is a key customer health metric that helps identify brand advocates and at-risk accounts, so you can fight churn. When an NPS program is done right, it can deliver powerful insights about customer loyalty at key stages in the customer journey. But how do you execute an effective NPS Program? We’re here to help. In this session, we’ll share best practices for NPS survey design and distribution, as well as how to integrate your NPS program with Salesforce so you can take action and impact the bottom line.
Streamline your sales funnel - Syed Asad Hussain CallPage
Sales representatives quite often don’t focus on top of the pipeline, which leads to a “leaky bucket”. It results in good leads falling through the cracks.
- Learn how to improve your sales velocity.
- Learn how to build a strong lead qualification process.
- Understand the buyer's journey.
Streamline your inbound sales efforts to maximize growth and scalability in your sales team. With the help of sales velocity you can increase your sales by over 140%.
Five quick tips to leave killer sales voicemailsClose.io
Most sales voicemails are deleted within seconds. A voicemail is often your first point of contact with your prospect, so make sure that yours are working for you.
Here are five quick tips to help you increase your chances of a callback.
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
Do you create your business communication, post it, and forget it? If you'd like better results, be sure to do a regular review. This presentation offers a simple business communication review process.
Bob London of Chief Listening Officers on "How to Have More Strategic Custome...Chief Listening Officers
This webinar, originally hosted by ChurnZero on 9/16/2020, is full of actionable tips for customer success teams.
Description:
"That's enough about me, let's talk about you. What do you think of me?" This great movie quote describes how customers often perceive their vendor interactions.
So ask yourself, are your customer conversations and QBRs really about them - or are you focused on asking what they think about your product? Do you understand the "why" that drives their day to day priorities? Are they giving you their unvarnished perspective in a way that can help your company learn and grow?
Bob London of Chief Listening Officers has conducted over 2,000 interviews with B2B customers and other decision-makers. In this presentation, he covers:
- Bob's go-to questions that yield candid responses
- How to frame conversations, ask questions and follow up
- Tips on "listening between the lines" to maximize insights
Sales Hacker Conference San Francisco - Craig Rosenberg - 5 Ways Salespeople ...Sales Hacker
5 Ways Salespeople are Hacking Sales by Craig Rosenberg
Sales Hacker Conference San Francisco - November 6, 2014
Visit SalesHacker.com for more sales hacks, tips, and tactics.
Making sure you staff efficiently is critical. In this e-book, we give you a way of thinking that will help you figure out how many customer success managers you should have for each customer.
The Common Challenges of Technology Adoption & CommunicationDanielOConnor106
When introducing a new system or technology, good communication is critical in ensuring user adoption pre, during, and post purchase. This white paper identifies common challenges with technology advances, as well as outlining how you can understand issues and responses. Because it is by knowing how people think, and understanding what people feel, that you can increase user adoption and engagement.
This white paper includes a 10-step implementation process along with a series of questions that ensures the technology distribution process runs smoothly, from user adoption to engagement & communication.
This is a sample of our needs assessment capabilities. The client was a retail call center who wanted their Customer Service Reps to be more consultative.
Sales: Targeting and Optimizing Your Interpreter Agency to Your Primary CustomerWing Butler
In this session, Wing will lead participants through a process that assists in identifying who the customer is, how to target them and how to optimize systems to track and close these customers.
Driving agility into your customer experiencemarc mcneill
Presentation given at the Customer Experience Management for Banking and Financial Services conference in London.
* Discover how lean and agile thinking delivers customer driven innovation at speed
* Learn how to build the voice of the customer into your delivery process
* Understand how to rapidly respond to changing customer expectations across multiple customer touch-points
Presents eight ideas for agility, moving out of IT and into the realm of experience design.
How to Pitch Mobile Technologies to Agencies Like Us: Pointers from RazorfishTom Cramer
New sensors. More intelligent apps. Mobile-connected smart objects. Wearables. LTE. Augmented reality. Multi-platform development tools. Precision indoor location sensing. Ultra HD. Flexible screens. The list of anticipated future mobile technologies goes on and on.
On April 23, NYC Media Lab and Razorfish presented an evening of demos and discussion on Mobile Futures to learn what’s on the verge of commercialization, what’s still in the lab, and what advances will change the nature of media and communications in the future. Here a few tips I shared with start-ups and aspiring entrepreneurs on how to get agencies like Razorfish excited about their ideas and/or technology.
This presentation was based on information given at FOWA workshop by Mike McDerment, creator of Freshbooks. This was not meant to cover anywhere near the level Mike did, but simply some highlights and tips.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
82. Tl;dr - Top 10 Rules for Customer Success
1. Engagement comes down to 2 things: right message + right time. Know
when to call, know what to say
2. Before you call/email a customer, ask yourself: “What’s in it for the
customer?” If you can’t answer that, you’re wasting everybody’s time.
3. People love to learn, but hate to be taught. Good CSMs know the
difference
4. Customers are like water, they follow the path of least resistance. Our
job is to find where they want to go and provide them a clear path.
83. Tl;dr - Top 10 Rules for Customer Success
5. “Too much work” is a symptom of “Not enough clear priorities”
6. Wherever your customers are, be there
7. Tech is a commodity, people want it for cheap. Expertise is a luxury for
which people will always pay a premium
8. Think like a journalist when you research your customer. Don’t think in
terms of numbers, think in terms of story, then help them write the end
9. Don’t ever let the customer feel dumb
89. Customer success has gone from a
luxury to an essential piece of a
profitable organization model for
SaaS and other recurring-revenue
based businesses.
90.
91. MFW when I see people making the same mistakes that I made