The Secret to Getting Value from Your Customer Data

If you want to retain and grow your customers, you’ll need to understand them first.  And “understanding” them will quickly lead you to your customer data. What’s the one thing you must do to unlock the power of that data? Customer data doesn’t live in one place Despite claims to the contrary, there is no … Continue reading The Secret to Getting Value from Your Customer Data

Are We Analyzing NPS® All Wrong?

If you believe in Net Promoter Score® (NPS) as a key measure of customer loyalty and future purchase intent (as I do), then you’re naturally drawn to analyzing your survey results.  But are we doing it all wrong? The basics First, let’s assume that the basics of survey response analysis remain true: Mining the comments … Continue reading Are We Analyzing NPS® All Wrong?

Sponsor Loss is a Weak Excuse for Churn

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? A tale of 2 scenarios Imagine that Sally is the newly hired manager of a team that subscribes to … Continue reading Sponsor Loss is a Weak Excuse for Churn

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

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

Overcome the 3 Data “Gotchas” when Building a Customer 360

So.… you’re thinking about a Customer Success or customer analytics solution for your team. And you know that the quality of the data you integrate into your Customer Success system will determine the benefits you get from it. 18 months since launch, with dozens of customers and mountains of data later….I’m confident in saying we’ve … Continue reading Overcome the 3 Data “Gotchas” when Building a Customer 360

What Should Go In Your Customer Health Score?

There’s a religious debate going on in the community of Customer Success vendors. It’s our turn to weigh in. On the one hand, Preact and Totango are evangelizing the value of predictive analytics driven by product usage data. On the other hand, Gainsight is evangelizing the value of rules-based scoring driven by various factors including … Continue reading What Should Go In Your Customer Health Score?