It’s true, the CSM Journey begins with User Adoption. Without strong adoption; retention and renewal become problematic.
Up until now, User Adoption has meant many different things to many different people. Today, Cloud and SaaS companies have redefined what User Adoption is and how it’s attained.
In this webinar, we've partnered with Tri Tuns Consulting to discuss:
- The UA/CSM Journey
- Who owns User Adoption?
- User Adoption: Defining Success
- User Adoption Planning
- Delivering the Goal
How to Build an Early Warning System for Customer SuccessAmity
In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory. Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale.
How to build an early warning system for customer success sept192018 [aut...Amity
In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory.
Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale.
Curious about how to build such a system? Join us on September 19th at 1:00 PM (ET) to learn how to:
• Manage your entire customer base with a consistent health scoring system and ongoing health check-ins
• Oversee high-touch and low-touch portfolios with an automated monitoring system
• Drive consistency and gain visibility into the performance of your Customer Success team at scale
• Become more proactive with a data-driven approach to retention and expansion
Why Customer Success Teams Lose Sight of OutcomesAmity
We all want one thing for our Customer Success operations: to positively impact the bottom line.
Customer Success is still a young discipline, and it is easy to lose sight of our mission: delivering customer outcomes. When we focus on our bottom line we can put too much emphasis on internal processes. We fail to see the whole picture, and the customer on the other end of the relationship.
In their effort to become more outcome-focused, Customer Success operations face a number of predictable headwinds. Understanding the impact of these headwinds helps us create strategies to manage them, and start reliably delivering customer outcomes.
SaaS.City Customer Success Bootcamp at SaaStock 2017SaaStock
Presentation by Dan Steinman, Head of EMEA at Gainsight, David Apple, VP of Customer Success at Typeform, and Cristina Georgoulaki, Head of Customer Success Management at Typeform
It’s true, the CSM Journey begins with User Adoption. Without strong adoption; retention and renewal become problematic.
Up until now, User Adoption has meant many different things to many different people. Today, Cloud and SaaS companies have redefined what User Adoption is and how it’s attained.
In this webinar, we've partnered with Tri Tuns Consulting to discuss:
- The UA/CSM Journey
- Who owns User Adoption?
- User Adoption: Defining Success
- User Adoption Planning
- Delivering the Goal
How to Build an Early Warning System for Customer SuccessAmity
In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory. Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale.
How to build an early warning system for customer success sept192018 [aut...Amity
In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory.
Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale.
Curious about how to build such a system? Join us on September 19th at 1:00 PM (ET) to learn how to:
• Manage your entire customer base with a consistent health scoring system and ongoing health check-ins
• Oversee high-touch and low-touch portfolios with an automated monitoring system
• Drive consistency and gain visibility into the performance of your Customer Success team at scale
• Become more proactive with a data-driven approach to retention and expansion
Why Customer Success Teams Lose Sight of OutcomesAmity
We all want one thing for our Customer Success operations: to positively impact the bottom line.
Customer Success is still a young discipline, and it is easy to lose sight of our mission: delivering customer outcomes. When we focus on our bottom line we can put too much emphasis on internal processes. We fail to see the whole picture, and the customer on the other end of the relationship.
In their effort to become more outcome-focused, Customer Success operations face a number of predictable headwinds. Understanding the impact of these headwinds helps us create strategies to manage them, and start reliably delivering customer outcomes.
SaaS.City Customer Success Bootcamp at SaaStock 2017SaaStock
Presentation by Dan Steinman, Head of EMEA at Gainsight, David Apple, VP of Customer Success at Typeform, and Cristina Georgoulaki, Head of Customer Success Management at Typeform
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
We keep coming up with fancy ways to describe the purpose of Customer Success, but in the end, we’re here for one thing: ensuring customers are so successful that they renew, term after term.
It’s not unusual to create and follow playbooks throughout adoption phases, but we often skip an important one: the renewal playbook. If you’re going into renewals in the dark and “hoping for the best”, you’re missing a critical step.
Introducing predictability into the renewal process always correlates with lower churn rates, and who doesn’t want that? Design and use a proactive game plan to manage the 90, 60, or 30 days prior to renewal and secure more wins.
Building Skills in Customer Success LeadershipAmity
Are you a new customer success leader, or a CSM who aspires to move into a management role? Are you an experienced executive who moved into customer success from another discipline like sales or product? This webinar focuses on how to tailor these core management areas to customer success, and how to pick up skills in these areas if you don’t have leadership experience.
How To Demonstrate The Value Your Customer Is ReceivingAmity
How do your customers realize your value? They don’t... unless you tell them.
Whether it’s a formal Quarterly Business Review or a quick weekly update email, the art of demonstrating your value is an important part of the Customer Success process.
In this webinar you will learn:
- What types of data customers want to know
- The frequency of updates
- The types of updates
When they are done well, Data-driven Value Updates are addictive. They keep people coming back.
How to Engage Your Customer's Top Level ExecutivesAmity
CSMs are proficient at talking to customer champions and their teams, but in order to secure renewals, expansions, and opportunities, there's another person you need to talk to: the one who signs the checks.
Learning how to engage top executives means more effective QBRs but also a better chance at preventing churn.
It's your responsibility as a CSM to get the executives engaged in the first place. Once you have your champion's boss at the table, you need to navigate high-level business strategy conversations without wasting anyone's time.
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.
How to Prompt Meaningful Engagements with Customer BenchmarkingAmity
Meaningfully engaging with customers is critical for SaaS Customer Success Managers to move their accounts forward. Yet, it can be challenging to prompt the conversations and actions required to achieve the adoption, retention, and expansion rates your business needs.
Leading SaaS companies are using customer benchmarking to tackle this challenge. Benchmarking produces unique, comparative insights that get customers’ attention and motivate them to get more value from their solutions. As a result, both customers and SaaS companies achieve better outcomes.
How Slack Drives Change Management, a Totango webinarTotango
Change is hard, particularly when you are changing the behavior of employees. But Slack has done an unbelievable job in changing the way people work - making it really easy to communicate and collaborate in real time. They have grown to over 6 million daily active users in a few short years since inception. What's their secret?
Rav Dhaliwal, Slack's EMEA Head of Customer Success, gives an encore presentation from Customer Success Summit 2017.
Being the 3rd customer success team member ever hired at Slack, Rav will share Slack's winning approach to driving change and growing adoption. Their method involves 4 phases that are designed to ultimately support a new way of working.
Do you have a product or service that requires change management? Or are you simply impressed by Slack's remarkable growth? Download the webinar presentation and watch the replay!
Measuring Customer Satisfaction: CSAT, CES and NPS comparedCheckMarket
In market research we love acronyms almost as much as the IT world does. Here we will present you three of them: Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS). All three of them are used to measure customer satisfaction. So what do they do? And how do they differ? Can they be used in conjunction? Watch and find out…
Onboarding 101 applies to every product or service startup that wants to attract and retain users. Onboarding is no longer an after thought whereby eager entrepreneurs seeking to monetize skip or relegate this task to a single sign up form. While most people would assume sign-ups are sufficient to win customers, this is not the case. Introducing onboarding as part design, part product development and the rest marketing & support to actively court the customer from the day they visit your website to sign up.
10 Lessons for Your Startup Customer Success Game PlanAmity
The startup days are the most exciting, yet most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team.
At the startup stage, winning customers is a priority, sometimes at the expense of retention efforts. When teams are doing a bit of everything (and anything) it can be difficult to define proactive churn mitigation strategies.
Spectrum's June 2016 Newsletter covering Contact Center Wait Times for Voice, Chat, and Email. Understand your customers acceptable wait times depending on the reason for contacting, the contact method, industry, time of day, month, and time of year. #Desktops #Dashboards #WebReports
How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
Customer Success Software How to Pick the BestKashish Trivedi
Customer success software will help you reduce churn, build lasting long-term relationships, and delight customers from day 1. This kind of software is critical to ensuring your new customers have the best experience possible – and that is an essential part of your business. As customer expectations increase each year the importance of customer success software will only continue to grow. An efficient customer success team will only drive long-term growth. But you’ll make a costly mistake if your CS only have the resources to deliver an unsatisfactory or inconsistent experience to your users. Here’s everything you need to know when picking a customer success software tool.
Webinar: All About Customer Success for PMsProduct School
You will learn:
What is customer success?
Different modes of operation
Customer success Vs project management Vs customer support
How to integrate customer success in your product roadmap?
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
We keep coming up with fancy ways to describe the purpose of Customer Success, but in the end, we’re here for one thing: ensuring customers are so successful that they renew, term after term.
It’s not unusual to create and follow playbooks throughout adoption phases, but we often skip an important one: the renewal playbook. If you’re going into renewals in the dark and “hoping for the best”, you’re missing a critical step.
Introducing predictability into the renewal process always correlates with lower churn rates, and who doesn’t want that? Design and use a proactive game plan to manage the 90, 60, or 30 days prior to renewal and secure more wins.
Building Skills in Customer Success LeadershipAmity
Are you a new customer success leader, or a CSM who aspires to move into a management role? Are you an experienced executive who moved into customer success from another discipline like sales or product? This webinar focuses on how to tailor these core management areas to customer success, and how to pick up skills in these areas if you don’t have leadership experience.
How To Demonstrate The Value Your Customer Is ReceivingAmity
How do your customers realize your value? They don’t... unless you tell them.
Whether it’s a formal Quarterly Business Review or a quick weekly update email, the art of demonstrating your value is an important part of the Customer Success process.
In this webinar you will learn:
- What types of data customers want to know
- The frequency of updates
- The types of updates
When they are done well, Data-driven Value Updates are addictive. They keep people coming back.
How to Engage Your Customer's Top Level ExecutivesAmity
CSMs are proficient at talking to customer champions and their teams, but in order to secure renewals, expansions, and opportunities, there's another person you need to talk to: the one who signs the checks.
Learning how to engage top executives means more effective QBRs but also a better chance at preventing churn.
It's your responsibility as a CSM to get the executives engaged in the first place. Once you have your champion's boss at the table, you need to navigate high-level business strategy conversations without wasting anyone's time.
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.
How to Prompt Meaningful Engagements with Customer BenchmarkingAmity
Meaningfully engaging with customers is critical for SaaS Customer Success Managers to move their accounts forward. Yet, it can be challenging to prompt the conversations and actions required to achieve the adoption, retention, and expansion rates your business needs.
Leading SaaS companies are using customer benchmarking to tackle this challenge. Benchmarking produces unique, comparative insights that get customers’ attention and motivate them to get more value from their solutions. As a result, both customers and SaaS companies achieve better outcomes.
How Slack Drives Change Management, a Totango webinarTotango
Change is hard, particularly when you are changing the behavior of employees. But Slack has done an unbelievable job in changing the way people work - making it really easy to communicate and collaborate in real time. They have grown to over 6 million daily active users in a few short years since inception. What's their secret?
Rav Dhaliwal, Slack's EMEA Head of Customer Success, gives an encore presentation from Customer Success Summit 2017.
Being the 3rd customer success team member ever hired at Slack, Rav will share Slack's winning approach to driving change and growing adoption. Their method involves 4 phases that are designed to ultimately support a new way of working.
Do you have a product or service that requires change management? Or are you simply impressed by Slack's remarkable growth? Download the webinar presentation and watch the replay!
Measuring Customer Satisfaction: CSAT, CES and NPS comparedCheckMarket
In market research we love acronyms almost as much as the IT world does. Here we will present you three of them: Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS). All three of them are used to measure customer satisfaction. So what do they do? And how do they differ? Can they be used in conjunction? Watch and find out…
Onboarding 101 applies to every product or service startup that wants to attract and retain users. Onboarding is no longer an after thought whereby eager entrepreneurs seeking to monetize skip or relegate this task to a single sign up form. While most people would assume sign-ups are sufficient to win customers, this is not the case. Introducing onboarding as part design, part product development and the rest marketing & support to actively court the customer from the day they visit your website to sign up.
10 Lessons for Your Startup Customer Success Game PlanAmity
The startup days are the most exciting, yet most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team.
At the startup stage, winning customers is a priority, sometimes at the expense of retention efforts. When teams are doing a bit of everything (and anything) it can be difficult to define proactive churn mitigation strategies.
Spectrum's June 2016 Newsletter covering Contact Center Wait Times for Voice, Chat, and Email. Understand your customers acceptable wait times depending on the reason for contacting, the contact method, industry, time of day, month, and time of year. #Desktops #Dashboards #WebReports
How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
Customer Success Software How to Pick the BestKashish Trivedi
Customer success software will help you reduce churn, build lasting long-term relationships, and delight customers from day 1. This kind of software is critical to ensuring your new customers have the best experience possible – and that is an essential part of your business. As customer expectations increase each year the importance of customer success software will only continue to grow. An efficient customer success team will only drive long-term growth. But you’ll make a costly mistake if your CS only have the resources to deliver an unsatisfactory or inconsistent experience to your users. Here’s everything you need to know when picking a customer success software tool.
Webinar: All About Customer Success for PMsProduct School
You will learn:
What is customer success?
Different modes of operation
Customer success Vs project management Vs customer support
How to integrate customer success in your product roadmap?
Client Onboarding The Ultimate Guide amp Free TemplateKashish Trivedi
When it comes to client onboarding, you’re responsible for making the best first impression possible. Without proper standardization, it can be too easy for things to slip through the cracks. Luckily, standardization can stop you from fumbling the bag. You do want to ace your client onboarding, right? Here at Process Street, we love to turn everything we do into a process. Client onboarding is one of those recurring things we needed to standardize into a repeatable workflow. It’s through this standardization that we’re able to provide consistent onboarding experiences to our clients. Through the thousands of clients we’ve onboarded throughout the years, we’ve been able to understand that great client onboarding is all about having a super strong system in place.
Cracking The Customer Support Efficiency CodeWorkforce Group
As a business owner or key decision maker, when your business needs to scale to keep up with more impatient, demanding customers, finding ways to improve the efficiency of your customer service team is essential.
Today’s customers don’t just hope for a good customer service experience; they demand it. And with your competitors constantly lurking and innovating ways to win the market, delivering efficient customer service is crucial to maintain your competitive advantage.
The question then is, how do you go about this? How do you unlock a new level of excellence by elevating your customer service Efficiency?
In this deck, you will learn effective tips to take your customer service to the next level.
You will also learn;
• The most important reasons why you should take your customer service efficiency seriously
• The key metrics to look out for in measuring the efficiency of your customer service
• How to improve your customer experience with Workforce Connect.
5 tips for customer experience transformationTarang Rai
Customer experience is not immobile, it’s a process that needs to be transformed with innovation. You need to keep on innovating customer experience by developing new product ideas, making processes and policies that are convenient for your users and creating new ways for customers to access value. So, what you deliver to our customers is not just enough, it’s how you deliver.
Your VoC Programme is underperforming - and you know itFuturelab
Your VoC Programme is underperforming - and you know it.
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
#customercentricity #cx #customerexperience #voiceofthecustomer #VoC
#NPS
Your VoC Programme is underperforming - do something about itFuturelab
This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let us know if you need arguments to convince your manager, we will help you.
However, 50% of all Voice of the Customer practitioners are unhappy with their programme1.
Fred Reichheld, the creator of the Net Promoter System, claims that 70% of companies do NPS wrong. And too many VoC programmes that we at Futurelab have ever encountered are struggling to reach their full potential or present a substantial ROI. Given the current focus on ROI in the evaluation of VoC (and in the broader sense CX) programmes, this is a dangerous position to find yourself.
In this paper, we show you the key steps you must take to ensure the success of your VoC programme – whether it is based on NPS, CES or other metrics.
Please join us for one of the webinars where I will give you cases, examples and best and worst practice stories to bring it all to life: https://lnkd.in/g8gNeSB
In the last three chapters of our playbook, we covered why customer feedback is important, how to write questions to maximize the impact of that feedback, and how to get customers to provide feedback. For the fourth chapter, we’re going to discuss how to assemble all the pieces of your business to achieve success. It’s important that everyone within your organization is set up to act on the data you’re receiving as part of your customer feedback program.
We’ll dig into having a champion, establishing the right culture, aligning with current processes of your organization, and how to motivate employees, from hourly to upper management to create a successful program.
The cost to acquire one dollar of new customer Annual Recurring Revenue (ARR) is $1.60., while the cost to expand an existing customer is only 69 cents. To successfully drive real growth for your business, you must focus on preserving and expanding the customers you already have.
Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most. Some of the renewal management challenges for many businesses include:
Enterprise Client Onboarding Complete Process Free Template.Kashish Trivedi
By far the most valuable clients a company can get are enterprises. Not only do they bring a lot of monetary value, they can also be powerful advocates for the products and services they use and trust. Not to brag, but at Process Street, we have a number of enterprise clients, including There are others, but you get the gist. Because we have clients of this magnitude, we know it’s not enough to just land these sales. The real work begins after the contract is signed. The most important step in building a relationship with enterprise clients is the onboarding process. We’ve spent a lot of time and energy building our onboarding process for our enterprise clients. For this article, we picked the brains of our Director of Customer Success and one of our Customer Success Managers to fully understand what onboarding enterprise clients entails.
While sales process implementation is not a simple task and may require more of your time now than you'd like to attribute to it, the rewards justify your investment and payback comes much sooner than you would think.
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Reflect Festival Limassol May 2024.
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Customer Success Operations: How to Build Repeatable Processes to Scale and Grow
1. 1/13
January 29, 2021
Customer Success Operations: How to Build Repeatable
Processes to Scale and Grow
process.st/customer-success-operations
Jane Courtnell
January 29, 2021
Customer Success, Process Management
It was known as the email incident. An incident that caused an astronomical uproar
throughout the office.
Names shall not be mentioned, but before Process Street I worked as a technical service
advisor for an environmental testing laboratory. It was our job to deal with customer queries
and complaints, to answer questions, and to make sure the service we provided met the
customer’s needs.
The email incident: My colleague forwarded a customer complaint email to our manager,
adding an inappropriate comment to display his frustrations with that said customer.
Unfortunately, this email ended up in the customer’s inbox too…
Oops!
2. 2/13
Mistakes like will happen if you don’t have pre-established customer success operations to
act as a form of process control.
Think about it, you’ll have optimized processes for production, sales, marketing, etc. But to
effectively scale and grow, you’ll need to build repeatable processes for your customer success
department too.
For many companies (72% to be exact, according to data obtained by Forrester), customer
success is a top priority. This is because it’s well known that investing in a new customer is 5-
25x more expensive than retaining existing ones – as expressed by the Harvard Business
Review.
Make customer success operations your top priority by building and optimizing repeatable
processes. And in this article, you’ll learn precisely how to do that.
Click on the relevant subheader below to get started. Alternatively, scroll down to read all we
have to say regarding customer success.
Let’s begin!
Why you need to start thinking about your customer success
operations
Source
Customer success operations provide tactical support for a customer success team, helping
improve KPIs and efficiency. They are the operational backbone essential for optimized
service delivery, helping organizations scale and grow.
3. 3/13
Tell me, how do you ensure your customers fulfill their needs with what your product or
service has to offer?
Are you focused on the business-to-customer relationship?
Are you able to align customer and vendor goals?
To confidently check ܅ each point above, you’ll need to start thinking about your customer
success operations. And for that, you’ve come to the right place.
“The key to running any subscription or recurring revenue business is successfully making the
shift in mindset from acquiring new customers to retaining, nurturing, and growing existing
customers.” – Kaiser Mulla-Feroze, Customer Retention Cost: A New Metric for the Boardroom
Investing in customer success using customer success operations
As you know, customer success is a methodology of ensuring your customers achieve their
desired outcomes with your business.
According to Hubspot, investing time and money into your customer success team can boost
customer retention rates, improve customer experience, increase customer loyalty, and
provide a competitive advantage. Also, did you know that 70% of companies undergoing
rapid growth prioritize customer success, acknowledging its importance for business
expansion and success?
Take Process Street as an example. We’ve grown, and we’ve grown rapidly.
Since I joined Process Street’s content creation team, I was the 3rd content writer in a squad
of supercalifragilisticexpialidocious writers (I’ve been waiting for a long-time to use that
word). Today, there are 6 of us. This same growth has been replicated across all of Process
Street‘s departments.
You can thank our superpowered checklists for this ؉, but also our customer success team and
the investments made.
Process Street‘s customer success team live and die by following best practices, that is, tried
and tested customer success operations. That’s because we love hearing feedback such as…
“I wish all software companies were run like these guys do!” – Greg Habstritt
…and this…
“We have a support person on Process Street that’s super helpful and responsive to our many
questions.” – Hannah Schuele
…and…
4. 4/13
…okay, I’ll stop blowing our own trumpet κ, you get the idea. We couldn’t have developed the
successful customer success team we have today without effective customer success
operations.
For us, and many others, prioritizing our customer success operations has brought the
following benefits:
A high return on investment ҵ
Executing efficient, effective, and streamlined customer success operations will
optimize customer-facing processes that ultimately pull in revenue. For instance,
customer success operation management software can drive a $16 million ROI over 3
years.
Improved productivity ӈ
Customer Success Operations (CS Ops) representatives increase the productivity of
your customer-facing team members. Documenting business processes, whether that’s
for customer success or any other department, has been proven to reduce human error.
Once more, if you use Process Street to document your customer success operations
you can set up workflow automation for repetitive manual tasks, giving your customer
success team room to concentrate on high-priority and quality work.
Greater customer retention ĝ
Renewal decisions are based on perceived value. By focussing on customer success
you’ll help leads realize the value of your products and services, increasing renewal
rates.
Better focus Ǡ
Regarding your customer’s needs, how do you assign customers within your CS team?
Do you automatically funnel each customer to the next CS team member without a
thought towards the customer’s needs? This has nothing to do with your team’s ability,
but it’s a drawback for growing teams. With a CS Ops manager, new customer accounts
are assessed and distributed within your CS team according to a predetermined
segmentation schedule. Your CS team is better equipped to focus and meet your
customer’s needs.
Obtain reliable, documented data ׂ
CS Ops reps will own data and metrics gathering to make critical decisions. CS Ops reps
will work with a CS team to identify metrics that need to be tracked and build custom
dashboards and reports that’ll accurately showcase these findings.
Customer success gone wrong: A Comcast case study
I couldn’t write a post on customer success without this little gem. Ҡ
Sorry for the name-and-shame Comcast, but the below video recording is an excellent
example of what happens when you haven’t worked to establish effective customer success
operations. Watch it, and let me know your thoughts (you can comment on this article
below).
5. 5/13
…That was painful.
Instead of helping the customer through the process, the representative tried to persuade the
client that Comcast was better than any competitor. In an attempt to keep the customer
engaged, the rep did the opposite and delivered an unpleasant experience that attracted a lot
of negative media attention. In this instance, the customer’s values were not aligned with the
service Comcast delivered. The customer’s needs were not met, resulting in an adverse
backlash on Comcast as a brand.
You, me, and every customer success rep on this planet wouldn’t want such an incident to
happen to them. But if you don’t have firmly established and effective customer success
operations, what’s to say it wouldn’t?
How to build effective customer success operations for your
business in 4 steps
Source
To keep your customer success team on track, you’ll need to switch up your focus and target
customer success operations.
As a business function, customer success ops is relatively new, but growing quickly. For
instance, a LinkedIn 2020 Emerging Jobs report found customer success operations reps
was the 4th most searched job in France.
If you’ve never built customer success operations before, then you’re probably wondering
where to start. Or you might already have these operations established, but looking to
improve on what’s there. Either-way, I got your back.
6. 6/13
Step 1: Hire a Customer Success Operations representative
A Customer Success Operations rep takes charge of your customer success operations. It’s
recommended that you hire a CS Ops rep when you have between 4-5 customer success
managers, as this is when manual communication and work starts to break down.
Step 2: Work according to the 3 pillars of responsibility
One goal of customer success operations is to provide the best tools and training for a given
customer-facing team to be more efficient in their work.
When you consider the fact that your customer success team carries the weight of recurring
revenue on their shoulders, it’s easy to figure that what benefits this team, benefits your
bottom-line. đ
To excel in their role, CS Ops reps must meet 3 pillars of responsibility:
1. Processes Ԅ: Your CS Ops rep’s job is to help the CS team be more efficient, therefore
you’ll need to standardize recurring actions by building Standard Operating Procedures
(SOPs). These documented SOPs will include processes like customer offboarding
processes and customer onboarding processes. Once these SOPs are built and
documented, the CS Ops rep will need to communicate these processes to the customer
success team.
2. Data ӊ: Data helps you understand what is going well and what isn’t. Provide the best
reports, dashboards, and analysis to track activities, identify SOPs and other customer
success process bottlenecks.
3. Strategy ⚔: Implement a customer success strategy and align your documented
customer success processes to meet these strategic goals.
Step 3: Implement best practices (as given by Salesforce)
Catherine Blackmore is the GVP of SaaS Customer Success at Oracle and formally worked for
Jigsaw (aka Salesforce) before it grew into the international, billion-dollar company it is
today.
After ~2 years at Jigsaw, Catherine Blackmore found she didn’t have the time, nor the
capacity to analyze all aspects of her growing operation. Her customer success team had
grown from the initial 3 to ~25, and with this development came demands for forecasting
renewal revenue, managing customer success programs as well as support and success
operations.
̟ Enter Mitchell Flinn. ̟
7. 7/13
Blackmore hired Flinn as an intern. Little did she know that this internship would blossom
into a full-time customer success operations role for the thriving organization we know today
as Salesforce. To gain some insight regarding the demands of the customer success ops role,
Blackmore got in touch with Flinn for an interview to discuss his job and best practices.
You can read the full article, titled The Operations of Customer Success here.
For the sake of this article – because I know how time-strapped you are – I’ve summarized
the key takeaways given by Mitchell below:
Establish strong operational building blocks ۠:
Many companies struggle to obtain an understanding of their full customer list. This starts by
taking the time to do a customer deep dive and finding the answers to the following
questions:
Who are your most successful customers?
Who are your least successful customers?
Who are your easiest customers to support and/or help drive adoption?
Who are your most difficult customers?
Do any of the answers above differ by customer size, revenue band, industry, or
channels used for selling
Analyze your information ǐ:
Next, analyze the information you obtained.
Are there patterns in the data?
What makes a customer successful in using your product/service?
Your aim is to identify a successful customer.
Transfer this information ӝ:
Next, mashup this information for your sales and marketing departments. Think about the
following:
Who is your target market?
Who is your sales team going after, and who are they having the most success selling
to?
Scale success ⚖:
It’s time to recognize the product-market fit to scale success. Areas to consider include the
following:
Customer hands-off:
Who out of your customer success team is involved at every major milestone of the
customer journey?
8. 8/13
Do you need to start splitting roles and responsibilities?
Customer segments:
Are there different segments to your customer base – or tiers – that you handle
differently?
How would you classify these segments, e.g. by contract size, customer size, strategic
value?
Customer ratios:
What is the talent needed to manage the various segments of your customer base?
Are the right people assigned to the right verticals or customer sizes?
How many accounts can an individual manage at any one time to achieve the
expected results?
By implementing the above best practices, Customer Success Ops can excel in each one of the
3 pillars, and reap the benefits that’ll come by doing so.
Step 4: Build repeatable processes
SaaS businesses will typically begin to invest in customer success operations when they reach
$10 million in revenue – as it’s at this moment when customer success starts to shift from
generalist to more specialist roles. This shift demands the establishment of repeatable
processes, which lie at the core of your customer success operations.
That is, customer success operations prove to be more viably and financially beneficial when
adding a resource focused on processes and procedures – enter Process Street to help save
the day.
Using Process Street to build repeatable customer success
operations
“Doing it right the first time is better for customers, and creates more lasting loyalty, than so-
called ‘service recovery.” – Bill Price, Service Recovery vs. Doing it Right the First Time
Process Street is a workflow management solution, providing a no-code means of
documenting your business operations in a checklist format.
At Process Street, we’ve been working hard to provide you with top-notch checklist
templates, helping you perfect your organization’s operations for success. In this article,
we’re talking about all things customer success.
9. 9/13
We have a wealth of template resources supporting you in building effective customer success
operations, check out our template library to find templates that are right for you. You can
also create your templates from scratch, to ensure you’re documenting and establishing best
practices for your unique customer success operations.
Keep reading and I’ll explain how you can use Process Street as customer success software, to
build repeatable operations for your customer success team.
Building customer communication processes
You want your customer success team to be using best practices and language for client
communication.
For instance, coming back to Salesforce, Salesforce uses Process Street to document correct
procedures and to prompt employees to ask questions designed to encourage helpful and
responsive answers (see below).
Building repeatable processes in Process Street means the Customer Service reps of
Salesforce stay in-line with best practices. You can easily do the same, sign up to Process
Street for free and begin creating your customer success communication processes.
Key checklist feature: Use Process Street’s Conditional Logic feature to adapt your checklist
depending on the customer response given. This means the most relevant answers can be pulled
up, giving a dynamic element to your checklists. That is, processes are repeatable, yet
adaptable.
For more information on how you can create and edit checklists in Process Street, watch the
below video: Basics of Creating and Editing Templates.
10. 10/13
Building upsell/renewable processes
Guide your customer success team through the process of upgrading an existing customer to
your more premium products/services, or to renew a pre-existing customer’s subscription.
For instance, if you’re a SaaS company, why not use our ready-made Upselling Process for
SaaS Companies checklist? Run this checklist when you’ve determined that a customer has
the potential to be upgraded to a premium tier product.
If you’re not operating in the SaaS space, then you can transfer the best, generalized practices
given in this checklist while also editing the checklist to suit your specific needs.
Click here to access our Upselling Process for SaaS Companies!
Key checklist feature: Use Process Street’s Stop Tasks feature to ensure every step in the
upselling process is completed. When handling delicate situations, such as persuading your
customer to upgrade, correct practice must be used to prevent your upselling potential from
falling through the cracks.
Creating effective customer success operations
We caught up with Aaron Lapierre (Vice President of Client Services at DoubleDutch) who
kindly gave us a rundown of DoubleDutch’s high-touch Customer Success process. Despite
extra limitations in their extremely finite usage period, DoubleDutch has secured over $78m
in funding since its founding in 2011 and serves over 1,000 customers.
This checklist will guide you through their highly effective customer success method, which
you can apply to your own SaaS company (or edit to suit your specific industry).
Click here to access our DoublDutch’s Customer Success Process!
Key checklist feature: Our Task Permissions feature has been used so you can hide specific
tasks from view for different users, effectively making your checklist more private. For
instance, maybe one person in your customer success team is responsible for making a debrief
call but has nothing to do with the strategy call. With task permissions, you can make the
relevant tasks visible to the relevant users.
Obtaining and documenting customer feedback
It’s impossible to build effective customer success operations if you have no way of obtaining
and documenting user feedback, which presents an opportunity for improvement. This in
itself is a repeatable process needed to build effective repeatable processes (if you get my
gist).
11. 11/13
Customer comments and complaints given to a company are an important resource for
improving and addressing the needs and wants of your customer/user. Customer feedback is
important because it provides leaders with insights they can use to improve operations,
including customer success operations.
Run this checklist when looking to gain insight into your customer’s thought processes.
Click here to access our Customer Feedback checklist!
Key checklist feature: Connect your Process Street account with your CRM to transfer key
customer information between multiple applications. This will save you heaps of time. Your
customer success operations are looked after by Process Street, and your up-to-date customer
information is stored and put to good use by your CRM. For more information on how to set up
such automated connections using Process Street, read: The Ultimate Guide to Business
Process Automation.
Training the customer success team
Top customer success operations need top Customer Service Reps behind them. And to
nurture the best talent in your team, you’ll need to follow an optimized training process.
The way your Customer Service Reps interact with customers has an unquestionable impact
on customer satisfaction and retention. Microsoft’s 2017 State of Global Customer Service
Report found that 96% of global customers say customer service is an important factor in
their choice of loyalty to a brand.
Run this checklist whenever a new customer service team member needs initial training.
Click here to access our Customer Service Training checklist!
Key checklist feature: Use Process Street’s due date feature to ensure progress in the Customer
Service Training checklist is looked over promptly.
Reducing churn
Customer churn is the moment when a customer stops using a service. The higher the
customer churn rate, the lower the chances of your business succeeding. Research by Bain &
Company found that a 5% increase in customer retention boosts overall profits by 25-95%.
You’ll need customer service operations designed to combat customer churn for your
organization. Run this checklist to track and reduce churn by bolstering your customer
service processes. This checklist should be started and completed at the end of every month.
Click here to access our Reduce Churn checklist!
12. 12/13
Key checklist feature: Use Process Street’s form fields to record relevant information such as
churn reduction goals. All information can then be securely stored in Process Street’s dashboard
to be accessed and viewed at anytime.
Using performance metrics to guide customer success operations
effectiveness
Source
Performance metrics are defined as the figures and metrics representative of an
organization’s actions, abilities, and overall quality.
When running customer success operations, you’ll have set performance metrics for all
repeatable processes across 4 key areas, revenue, product, customer feedback, and
customer experience.
Below are a few general cases for how to use these metrics for your customer success
operations:
Revenue metrics Ұ
Upcoming renewal and at-risk revenue forecasts are shown. Any Customer Success
Operations rep should be able to walk into a board meeting with this knowledge, and
the associated explanation. Examples of revenue metrics include Customer Acquisition
Cost (CAC); Customer Lifetime Value (LTV) and Implementation Backing.
13. 13/13
Product metrics ӊ
With collaboration help from Chief Product Officers and Product Managers, Customer
Success Operation reps can give Customer Success Managers product usage and
adoption data to make informed, data-based decisions. Examples of product metrics
include User Churn %, Product Usage, Adoption, and Session Duration.
Customer feedback metrics ף
Customer Success Operation reps will analyze customer satisfaction surveys to inform
leadership on areas of opportunity. Examples of product metrics include
Implementation Experience, Net Promoter Score (NPS) for Company, and Direct
Product Feedback.
Customer experience metrics э
Customer Success Operations reps will monitor service quality and productivity as this
relates to overall operational efficiency. Examples of customer experience metrics
include Time to Resolution, Time to Go-Live, and Call Abandon Rate.
You can learn more about the above sales metrics by reading the following articles:
Ready to build top customer success operations for your business?
Of course you are.
With the information given in this article, you’ll be well on your way and building repeatable
processes allowing you to scale and grow – like Salesforce and us here at Process Street.
Nothing is holding you back, create your free Process Street account and get started today!