4 Elements of Superior Customer Success and Customer Experience

Sales Benchmark Index

Article Corporate Strategy Sales Strategy 2019 better outcomes Competitive Advantage cs customer experience customer success CX Dan Bernoske experience to outcome experience:outcome measure CX sbi workbook

Surprised when Loyal Customers become Former Customers?

Babette Ten Haken

The transformation of loyal customers into former customers is a real conundrum. Especially in the age of big data meets customer satisfaction. After all, if you continuously keep your fingers on the pulse of your customers, all that data should tell you who is vulnerable.

Benchmarking Your Customer Success Team

Sales Benchmark Index

In a recent article, we defined the right Key Performance Indicators for Customer Success teams. If you have invested the time to collecting this information, your next step is comparing yourself to other companies’ Customer Success teams. Download our Customer Success.

Is Customer Bombardment Your Customer Experience Strategy?

Babette Ten Haken

Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. Guess what those customers did next?

The Art of Social Selling -- Summarized by getAbstract

Find and engage customers on Twitter, Facebook, LinkedIn, and other social networks

Top 3 Customer Retention Metrics

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“Our customer retention is excellent. We only lose 5% of customers per year, so our retention is 95%.”. Article Corporate Strategy critical metrics Customer Retention making your number Mike Spence retention retention metrics retention rate revenue growth

Advanced Best Practices to Accelerate the Impact of Customer Success

Sales Benchmark Index

Our guest today is Bernie Kassar, Chief Customer Officer for Xactly Corporation. Bernie pioneered the field of Customer Success as one of the first SVP’s of Customer Success five years ago.

The Top 5 Lessons Learned While Adopting New Technology to Support Customer Success

Sales Benchmark Index

Unique to Customer Success technology adoption is the relative immaturity of both Customer Success organizations and technology compared to other business functions.

How to Grow Revenues with Customer Success

Sales Benchmark Index

Joining us for today’s show is Natalie Fedie, a Vice President of Customer Success who knows how to grow and retain customers. Today’s topic is dedicated to the topic of Customer Success.

Customer Success: Fundamentally Advance Your Business Strategy

Sales Benchmark Index

Either you’re launching Customer Success or have already started on this journey. This type of transformation involves many people, departments, and functions. To be successful, a change management program is necessary.

How Do You Develop Customer Loyalty?

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To develop customer loyalty means that you must know what to do and probably change your paradigms. Loyal customers have different expectations than just satisfied ones. Customer Loyalty Coaching Tip: The digital disruption will impact your paradigms about loyal customers. To learn your customers’ expectations begins with the management team. Senior management needs to identify the points of connection within the customers’ experiences.

Why You Should Never Satisfy Customers

The Sales Heretic

Many companies proudly state that “We want you to be completely satisfied” or “100% customer satisfaction guaranteed” or similar sentiments. And while customer satisfaction seems like a good idea—you don’t want your customers to be upset, after all—it’s actually a recipe for disaster.

Leaving Customer Care up to Customers? They don’t care!

Babette Ten Haken

Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. And besides, your customers do not care about creating tremendous customer experiences… for you. You just may be leaving customer care up to your customers.

Is Now the Time to Hire a Chief Customer Officer?

Sales Benchmark Index

The Chief Customer Officer is one of the newest roles to join the C-Suite in the past few years. Their charter is to drive customer-centricity throughout the enterprise. They are a customer advocate who cares about providing a good customer.

The Quicksand of Customer Loyalty Those Nasty Complaints

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Building customer loyalty must address unsolved problems aka customer complaints. Was your customer complaint or problem resolved to YOUR expectations or was it resolved to the provider’s satisfaction? Just the opposite, angry, frustrated and can’t wait to share this miserable customer service experience with the first person who will listen and commensurate with you in your misery? Now think about your customers and their unresolved problems.

Marketing’s Critical Alliance with Customer Success

Sales Benchmark Index

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Grow Revenues With Customer Success

Sales Benchmark Index

Today’s topic is dedicated to growing revenues with Customer Success. Our guest is Natalie Fedie, a Vice President of Customer Success who knows how to proactively manage the customer life cycle to grow revenue.

Emotions Are Your Customer Experience Reality

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And it is those very same emotions that are guiding each and every customers experience specific to the points of connection. Again, points of connection are everything your customers see, hear, touch, smell, taste and feel. Extensive customer service research by Rosenberg has shown customer behavior can be predicted by emotions. Lost customer value of 10 years was probably more than $6,000. Your customers do not want to hear (point of connection) excuses.

Why Your Confused Customers are not Retained Customers

Babette Ten Haken

Do you have confused customers? You just may be creating customer instability instead of executing a rock-solid customer retention strategy. Are you teeing customers up for success, or not? So is the probability of customer retention.

Should Customer Success Managers Carry a Quota?

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Article Corporate Strategy Marketing Strategy Product Strategy Sales Strategy build a customer success team csm customer success customer success manager Customer Success Manager hiring profile hiring profile Marketing marketing strategy

Quota 166

Start A Customer Micro Experience Playbook this Summer!

Babette Ten Haken

Customer micro experiences play out big time, towards acquiring and retaining a loyal customer base full of raving client evangelists! After all, who knows your customers better than you do? Impediments to things like collaboration, innovation and customer success.

Build a Championship Customer Success Team

Sales Benchmark Index

Article Corporate Strategy Marketing Strategy Product Strategy Sales Strategy build a customer success team csm customer success customer success manager Customer Success Manager hiring profile hiring profile Marketing marketing strategy

Priceless, The First Customer Service Experience

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Once again I realized how truly priceless the first customer service experience really is. He only reaffirmed my first customer service experience with the Repair Department at Attwoods. And these expenditures have all been fostered by that priceless first customer service experience.

Keys to Implementing Digital Customer Experience

Sales Benchmark Index

Customer Experience (which focuses on driving effectiveness and improving revenue growth) . Digital Experience is the convergence of two powerful trends: Digital Transformation (which is driven by efficiency concerns).

Customer Loyalty So You Have It?

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Creating satisfied customers was the goal. With the click of a mouse thanks to the dramatic impact of ever changing technology, your satisfied customer can leave and become easily satisfied by your competitor. Continue the same practices, policies, and procedures through archaic customer service training? Customer loyalty is truly about your bottom line. Did you know that a 5% increase in customer retention can have a 25% to 100% in profits?

Should You Invest in Customer Success?

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Article Corporate Strategy Marketing Strategy Sales Strategy customer success invest should I invest in customer success

How to Grow Revenues From Existing Customers

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Today’s topic is customer marketing and how to grow revenues from existing customers. Joining us for today’s show is Jennifer Arnold, a marketing executive who knows a thing or two about generating revenue.

The B2B Marketer’s Holy Grail for Customer Marketing

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Today’s topic is customer marketing and how to grow revenues from existing customers. Joining us for today’s show is Jennifer Arnold, a marketing executive who knows a thing or two about generating revenue.

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A Loyal Customer Is Your Revenue Generator

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Many small to mid size businesses cannot answer this question: What is the total value of each loyal customer? To calculate this very important number begins by understanding your average revenue per order and knowing the total number of orders per year per customer. By multiplying these two numbers creates your total revenue opportunities per year for your average customer. Your average tenure or lifetime for your customer is 10 years.

26 Ways to Boost Your Customer Loyalty

The Sales Heretic

Every business wants more customer loyalty. Loyal customers are the easiest and fastest to sell to. Loyal customers are pure sales gold. Sales business customer loyalty price products serviceThey buy more often. They don’t beat you up on price.

A CMO’s Guide to Customer Success Interlock

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Article Market Research Sales Strategy SBI for SMB Buyer Segmentation Chief Marketing Officer CMO customer success market segmentation

Lies Do Not Inspire Customer Loyalty

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When will customer service people from wait staff to store clerks to everyone else in between realize lies do not inspire customer service loyalty. Lies build distrust and turn existing loyal customers into finding other solution providers.

Customer Integration

Pipeliner

Customer integration at the most basic level is about having a company that can truly help the customer in every way. This person becomes a valuable resource to the customers because the customer knows where to go, and who to talk to in order to get the job done.

The Customer Is Rarely Right

The Sales Heretic

One of the most common clichés in business is “The customer is always right.” It’s a staple of books and training seminars on sales, marketing, and customer service. Sales business buyer customer marketing product prospect questions selling seminars service training

How NOT to Listen to Your Customers

The Sales Heretic

Sales complaints customers feedback Levi's Stadium social mediaThe legendary rock band U2 played a concert recently at the nearly-brand-new Levi’s Stadium in San Jose, California. And the fans complained. Not about the band. By all accounts, U2 played a tremendous show.

Why Customer Micro Experience Specialists impact Customer Retention

Babette Ten Haken

Consider the impact of customer micro experiences on your overall rate of customer retention. This phrase often refers to business-to-consumer (B2C) marketing activities, including retail spaces created for specific customer niches.

Customer Experience: Move Beyond the Competitive Deadlock

Sales Benchmark Index

Our guest today is a Vice President of Global Product Strategy who knows a thing or two about creating a customer experience advantage. This is a must-hear podcast for not just product leaders. CEO’s, marketing and sales leaders will gain.

Are You Maximizing Recurring Revenue with Customer Success?

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Joining the SBI podcast show is Nick Mehta, CEO of software company Gainsight, the global leader in the customer success category. Many CEOs are moving their revenue models to recurring revenue as this type of revenue creates higher enterprise value than.

Why Your Post Sale Teams really own Customer Retention

Babette Ten Haken

You have a nagging feeling that your post sale teams really own customer retention. What is the rate of post sale customer abandonmen t in your organization. How well does your organization “stick close to the customer”? Including your customers!

What Are the Right Metrics to Track for Customer Success?

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You have oceans of customer data, but how do you turn it into actionable insights that you use to drive your strategy? Article Corporate Strategy Sales Strategy behavioral csm customer data data drive drive your strategy Fred Penteado gainsight infrastructure insights lagging leading linked long term maintained reported on satisfaction strategy support systems totango trivial many utilization value vital few W.