by Paul Chilensky July 30, 2016July 30, 2016 You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is … Continue reading 5 Little Changes that Make a Big Difference in Customer Success
by Paul Philp July 28, 2016 Follow @pphilpJuly 28, 2016 If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This is often a delicate … Continue reading 5 Investment Considerations for Customer Success
Believe it or not, you can learn a thing or two from the world of burgers and fries, says columnist Joshua Reynolds. Here’s why your marketing analytics should take a page from the fast food industry. Joshua Reynolds on July 26, 2016 For marketers, customer journey analysis often results in accidental narcissism. Analytics are … Continue reading Customer journeys, blind spots & burgers: Lessons from fast-food marketing
ACSI has come out with a report on customer satisfaction across e-business. Tamar Weinberg on July 26, 2016 at 12:01 am ACSI, the American Customer Satisfaction Index, has released interesting findings regarding how social media, search engines and new websites have affected the overall perception of e-business. This year’s report culled data from nearly 70,000 … Continue reading ACSI report: customer satisfaction increases for e-business despite dips in social media
Columnist John Cosley shares research from Bing Ads on the customer journey and explains how you can apply these learnings to optimize your paid search campaigns. John Cosley on July 21, 2016 For years, paid search has centered around clicks. Getting the most clicks. Getting the highest click-through rate. Marketers have obsessed at delivering the … Continue reading New insights on the customer decision journey
by Paul Philp July 21, 2016 Follow @pphilpJuly 21, 2016 You’ve probably read your fair share of information online about Customer Success. Specifically — and especially — if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Daniella Degrace, … Continue reading The Why, What and How of Customer Success
by Salil Gupta July 20, 2016July 20, 2016 What if I told you that the call center could be one of the biggest revenue generators in your entire enterprise? Today, the call center is seen by many COOs as a cost of doing business – a necessary evil – rather than as a revenue-generating group. … Continue reading 3 Steps To Turn Customer Care From Cost Center To Profit Center
by Justin Herring July 18, 2016 Follow @justincherringJuly 18, 2016 You spend days, weeks, months getting a new customer or client. All the phone calls, emails, texts trying to show the benefits of your service or product. They finally come on board and you super excited but right away move on to the next prospect … Continue reading The Tор 10 Customer Retention Strategies fоr Lосаl Businesses [Infographic]
by Angela Hausman, PhD July 16, 2016 Follow @MarketingLetterJuly 16, 2016 Ever wonder about the process of customer decision-making? Or, why you should care? In today’s post, we’ll discuss the psychology of customer decision-making and how knowing how to use it can dramatically improve market performance. So, let’s dive in, shall we? The psychology of … Continue reading The Psychology of Customer Decision-Making
by Paul Philp July 13, 2016 Follow @pphilpJuly 13, 2016 The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies, analyst research, reports and findings, and numerous compelling blog posts – enough … Continue reading How Customer Success Will Succeed
