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
Proactively Contact Customers
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 use of your product (which we’ll discuss in a moment), you can also reach out to help them with problems that they might not even know they have.
8
58 reads
MORE IDEAS ON THIS
Understand What Success Means To Your Customers
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...
10
125 reads
Monitor Metrics For Continuous Improvement
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...
9
55 reads
Add Value With Every Interaction
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:
- Recommending new features
- Suggesting best practices
- Offering training
- ...
10
67 reads
Create A Customer Success Journey Map
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 ...
9
84 reads
Develop A Customer Success Playbook
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, resou...
9
78 reads
CURATED FROM
IDEAS CURATED BY
Generalist. Great minds discuss ideas, average minds discuss events, small minds discuss people.
Related collections
Other curated ideas on this topic:
Gaining New Customers
You can achieve more than just making your existing consumers stay longer. A customer service video increases your chances of gaining new customers.
When they have an excellent customer service experience, 38% of consumers want to tell their friends about it. Unsatisf...
Unlearning with customers
- Companies have two customers: the people you sell to and your employees.
- Direct, raw, unfiltered feedback from customers is much better than reports from within the company.
- When customers reach out, and they know they're heard and that their feedback will improve the product...
Customers Will Always Share Their Experiences With Others
The natural thing that happens when we experience something is to share it with others. It is exactly the same with customers. Deliver an excellent service to a customer and they would rave about it to others, treat them badly and they won’t hesitate to spread the news.
The questio...
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