Learn more about marketingandsales with this collection
How to analyze churn data and make data-driven decisions
The importance of customer feedback
How to improve customer experience
The Cycle of Customer Success: A Blueprint for Customer Success Teams
After spending over 15 years in customer success, I’ve created a comprehensive yet simple approach that you can use to avoid many of the mistakes that I made and double down on the best.
2
2 reads
MORE IDEAS ON THIS
People
The “People” section includes the following components:
- Determine the right CS team structure based on the customer journey.
- Properly define the roles and responsibilities of each CS team within your Customer Success function to support this structure.
- Creating a standa...
2
1 read
Mission
When you are just joining, rebuilding or forming a Customer Success team, you need to create a common purpose and direction for the team. I recommend that you pull your team (or CS leadership team if you have a large team) and draft out a mission statement. Every CS team needs a purpose — it does...
2
2 reads
Customer Journey
Defining and refining the customer journey has taken a greater prominence in recent years within Customer Success teams. It’s more than just improving the customer experience. It’s about determining the right customer interactions that will deliver the customer’s desired outcome and ultimately dr...
2
2 reads
Process
This is the time to build out and standardize the processes that your team will use to execute on the customer journey. It will include how you coordinate the various transitions within the Customer Success team but also outlines how CS interlocks with the other functions such as Sales on complex...
2
1 read
Technology
Technology can sometimes appear to be that mirage on the horizon when you feel like you’ve been wandering in the desert for days. Don’t go drinking from that water before you pass go! What I mean is that there are no quick fixes. Don’t invest your precious CS budget on any major technology soluti...
2
1 read
Measurements
You should have metrics established for each and every stage and be constantly reviewing them. For example, when we created the mission statement at Bluecore, I grounded ourselves on the Net Promoter Score as I felt I could influence that metric within 6 months based on our direct actions while r...
2
2 reads
Related collections
Other curated ideas on this topic:
For the Defensive Investor
Once you have your capital, invest 50% of it into bonds or an index fund (depending on market conditions) while the other 50% to be invested on individual stocks.
However, when investing on individual stocks make sure of the ff:
- avoid small cap stocks unless they're diversif...
Kill the fear of success
We all love the idea of getting rich, but many times we also get scared of the process or hard work that needs to be done.
You might be afraid of what’s going to happen if you attract money.
And we’re starting to question a lot about what if it’s going to be for the future.
7 Things You Need To Understand About Anxiety And Depression
No, we are not over yet. After discussing the topic with my friend’s Dad (he is a doctor), I’ve made a list of things you need to understand and avoid anxiety attacks (hard to breathe moments).
- Think of your anxiety as a biological problem, rather than thinking there is something wron...
Read & Learn
20x Faster
without
deepstash
with
deepstash
with
deepstash
Personalized microlearning
—
100+ Learning Journeys
—
Access to 200,000+ ideas
—
Access to the mobile app
—
Unlimited idea saving
—
—
Unlimited history
—
—
Unlimited listening to ideas
—
—
Downloading & offline access
—
—
Supercharge your mind with one idea per day
Enter your email and spend 1 minute every day to learn something new.
I agree to receive email updates