Category: Customer Experience

4 Things Your New Customer Experience Manager Has To Have

customer-experience-manager

Because Customer Experience is a new idea for a lot of businesses, you might be having a difficult time nailing down exactly what it is your Customer Experience Manager should possess in order to effectively head up the team. Customer experience is not just about customer service, it’s about how the customer uses your product,… Read more »

Steps to Building The Ultimate Customer Success Team

Employees standing around a table building a customer success playbook at

Customers increasingly look to companies for support, information, and guidance on their products and services. It’s imperative that your company builds a resourceful and valuable customer success team to give your customers the experience they’re looking for. A company does not succeed unless your customer does. Engaged customers tend to buy more, spread more information… Read more »

8 Quick-Win Customer Loyalty Strategies to Start Using ASAP

customer loyalty shaking hands

If you want to build a thriving business, you need to make one major asset a priority. Your customers. Most companies put all their efforts and skills towards capturing leads, but if you lack in customer success and retention, all those leads who turn into customers won’t stick around for long and will be jumping… Read more »

How to Set up Your Customer Success Program Right, the First Time

A black male consultant working on his computer to set up his customers for customer success.

Customer success has become the key to company success. Keeping a customer-centric approach will ensure a bright future. The benefits are bountiful when your customers are successful including higher returns, happier workers, and reduced stress on your management team. Success is a two-way street, so your customers’ success correlates with your own. The answer is… Read more »

Map the Customer Journey: The Best Route to Retain and Renew Customers [Infographic]

Today customers research, interact with and buy from companies in a faster, more modern way. In order to manage customer journeys appropriately, it’s important to deliver customers the right messaging, at the right moment, on the right platform. This can sound like a lot, but you’ll thank yourself for it later, especially since customer journeys… Read more »

Customer Success Starts with Customer Onboarding

Female customer success consultant meeting with her female client discussing the customer onboarding process.

Don’t you just love sending those emails? Of course, you do but, are you actually giving your customers the onboarding process they need or are you just the sending the obligatory email? Customer success isn’t just applicable to one part of a customer’s lifecycle, it has a place in every step. By incorporating customer success… Read more »

10 Must-Keep Resolutions for Customer Success Managers in 2019

Customer success managers developing 2019 resolutions for their company.

Companies are the most successful when they put the spotlight on customer success and retaining clients over a long period of time. Research shows that acquiring a new customer can be up to five times more expensive than it is to retain one. The success rate of selling to an existing customer is 60-70% compared… Read more »

Customer Success Trends: What to Expect in 2019

Man and woman looking at a tablet for top customer success trends in 2019

Now that 2018 is a wrap, it is time to focus on 2019: Year of the Customer. Many companies go into the year with new goals, aspirations and quotas for the company, but many tend to ignore what makes their company so successful — their customers. Continue reading to discover the Customer Success Trends of… Read more »

Strategies to Improve SaaS Customer Experience

Man and woman looking at computer and discussing strategies on how to improve SaaS customer experience

More and more companies are recognizing and realizing the impact customer experience has on their business. Providing a good customer experience reduces customer churn while increasing renewals, upsells and referrals — which in turn increases overall revenue. 79% of companies that are working to improve customer experience report an increase in their revenue. Delivering an… Read more »