Is Your Company Customer-Centric? Ask 3 Questions

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: What Do … Continue reading Is Your Company Customer-Centric? Ask 3 Questions

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The 5 Measures of User Adoption

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. For each user, the 3 F’s: Features … Continue reading The 5 Measures of User Adoption

There’s No Such Thing as the Customer Journey

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. The customer journey begins with … Continue reading There’s No Such Thing as the Customer Journey

NPS ® for Product Managers: A 4-Step Guide

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. 1. Processing the … Continue reading NPS ® for Product Managers: A 4-Step Guide

Are “Customer Success” and “Customer Experience” the Same Thing?

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. A common purpose Let me propose a definition that covers both: They exist for the purpose of retaining and growing customers. Now that I’ve put a … Continue reading Are “Customer Success” and “Customer Experience” the Same Thing?

Customer Journey vs. User Journey

There’s a lot of talk these days about the “customer journey” and the need to define yours. Customer journeys can be a great way to lead your customers on a path to success. However, a customer journey is different than a user journey. In business-to-business products, we often conflate the two. Yet, both need our … Continue reading Customer Journey vs. User Journey