TLDR: Advocates. References. Promoters. These customers are “gold” to your business’ ability to grow, and do so efficiently. However, the complaint I often hear is that there aren’t enough of them in hand. If you take a purposeful approach to your Net Promoter℠ program, you can meaningfully grow your advocate list.
All things “Customer”
Sponsor loss is a weak excuse for churn
TLDR: Ask a B2B customer success leader how they track their reasons for churn, and they’ll generally have 4-8 reason codes. “Sponsor loss” is almost always one of them. But is sponsor loss really a valid reason? Continue reading
The why and how of multi-channel NPS ® surveys
TLDR: It’s true that your customers will never engage with you the same way each time. As unique persons, they expect choices and options from you.
Therefore, if you want to maximize the customer feedback you gather, you’ll need to engage customers across multiple survey channels. Continue reading
Is your company customer-centric? Ask 3 questions
TLDR: A lot has been written about the importance of having a “customer-centric” company culture. This is especially true when operating subscription business models, or any business that depends on customer loyalty and repeat purchases.
Can you determine if your company is truly customer-centric or just saying so? Here are three questions to consider: Continue reading
The 5 measures of user adoption
TLDR: Without adoption, there is no retention.
Of all the factors that lead to retention and upsell in subscription businesses like SaaS, adoption is surely the most critical factor.
If you’re going to improve adoption, you have to start with measurement. Here are the five measures you should track. Continue reading
There’s no such thing as the customer journey
TLDR: There isn’t a single customer journey. There are many journeys. Because every customer takes her own journey, no matter what we want them to do.
How do you balance your desire to “standardize” the customer journey with the desire of your customers to be treated individually? Here are three things to consider. Continue reading
NPS ® for product managers: a 4-step guide
TLDR: Net Promoter Score℠ surveys can hold valuable clues for how to improve your product and better manage your product roadmap. You’ll need a structured approach to turning those clues into actionable insights and changes that result in improved customer retention. Here’s a 4-step guide to getting the most out of NPS surveys. Continue reading
Get efficient or get fired? 3 strategies to streamline your customer success team
TLDR: “If you’re not getting more efficient every month, you should be fired!” said a Customer Success leader at a recent networking dinner. He went on to assert that a Customer Success team should not grow in proportion to your customer base or revenue. Should we be following his advice? Continue reading
Using NPS® to improve your financial metrics
TLDR: For many, Net Promoter Score (NPS®) is a religion of sorts, the “one metric” to explain it all. But the real value of NPS is using it to improve key performance indicators.
Are “Customer Success” and “Customer Experience” the same thing?
TLDR: Time to stoke the fires of debate. I’m going to argue that Customer Experience Management (CX) and Customer Success Management (CSM) are the same thing.
Or, they should be. Continue reading
Don MacLennan | High Tech Yankee 