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How to analyze churn data and make data-driven decisions
The importance of customer feedback
How to improve customer experience
Address two questions in your customer success playbook: what to do, and how to do it. For each customer touchpoint, lay out detailed instructions on how to make the interaction as successful as possible.
This could be instructions on upselling, suggested tactics for solving problems, resources for moving a customer along the journey map, and anything else that your employees might find useful in successfully executing their responsibilities.
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The more information you can gather, the better.
It’s important to remember that effective customer success addresses each customer’s specific goals and definitions of success.
But if you have a general idea of what your customers are after, you’ll be...
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Using customer success software will give you deep insight into how your customer success team is performing. Are customers moving through the onboarding process smoothly? Are they using the product regularly?
Monitoring all of these metrics will show you where your strengths and weaknesses...
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If you can add value to your relationship at every interaction, you’ll have loyal customers that appreciate your product or service.
What sorts of things add value? Here are just a few:
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Have a customer success manager reach out to an existing customer to share the results of a study you just ran. Or let them know about a new training that you’re offering. When your product or service is updated, make sure your customers know about it.
If you’re monitoring your customer’s u...
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It is important to document this. Because customer success agents are human. They forget things. They miss steps. Having this documentation available makes everyone’s job easier.
A customer success journey map plots out every step of the customer success process. That includes all of those ...
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