Sparked Customer Fitness Feed – 4/5/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



TUESDAY, APRIL 5, 2016

Customer Success Team Planning & Cost Benchmarks

As most Customer Success leaders tend to be much more operations-focused as opposed to accounting-focused, it’s the right question to be asking. Well, we heard you loud and clear! At our recent Chief Customer Officer Summit, I asked a series of survey questions in order to capture these important Customer Success Cost benchmarks. View the full article

How The Business With The Best Customer Focus Always Wins

It doesn’t matter whether you have a shop, a restaurant, or a bank. Without customers, your business doesn’t exist. And thanks to the ease and connectivity of social media and online review sites, your customers hold more and more of the cards. In the Age of the Customer, the business with the best customer experience is the one that is most likely to win. View the full article

This is the difference between statistics and data science

Director of Data Scientist at Twitch talks about the intersection of marketing, product, data science, and stats. Great background for the Customer Success leader. View the full article

Doing Data Science Right — Your Most Common Questions Answered

Instacart VP of Data Science and former LinkedIn data leader have an engaging discussion about using data science to build better products. View the full article

Customer Experience and a Framework for Quality

“The cost of quality is the expense of doing things wrong.” That’s a quote that may sound like a blast from the past but it’s just as relevant today, if not more so, when thinking about quality and the quickly evolving definition of customer experience. View the full article



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 3/30/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



WEDNESDAY, MARCH 30, 2016

The Tools Early-Stage Startups Actually Need to Understand Their Customers

After 18 months of struggling to get traction with two product ideas, Segment started its turnaround. What followed was a two-year stretch of growth from four to 60 people, thousands of new customers and $44 million over several rounds of financing. View the full article

Customer Retention and Loyalty is Everything in the Information and Media Industry

Digital technologies have fundamentally changed the way that information is shared and consumed—profoundly impacting the Information and Media industry. For the past 15 years, Information companies have been making the switch from print to digital. The switch has driven innovation in advertising, a convergence of content, software and devices, but, most importantly, a transformation of business models. View the full article

Growth through retention? Berlin SaaS leaders weigh in

We’ve recapped the first ever Berlin SaaS Meetup, where a panel of Berlin founders discussed retention, growth, and their own trial-and-errors on the road of entrepreneurship. View the full article

Are You Competing on Customer Experience to Keep Up, Get Ahead, or “Leave a Dent”?

Three years ago, MassMutual embarked on a journey to reconnect with its customers. This 165-year-old financial services firm realized that “you can’t spray paint excitement” on largely set-and-forget products. View the full article

How Customer Segmentation Can Save Your Sanity AND Drive Consistent Growth

One of the biggest factors that has led to the explosion of the Customer Success movement is the growing recognition that there’s no one-size-fits all strategy for meeting your customers’ needs. As you get to know your customers, you’ll find they each have different personalities, budgets, levels of engagement: that’s obvious. Each customer could conceivably use your product in drastically different ways. View the full article



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 3/23/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



WEDNESDAY, MARCH 23, 2016

SaaS Q&A: How do you deal with Happy Churn?

Happy Churn – The good kind of churn? The name would suggest so, but the reality is that Happy Churn can cause significant issues when it comes to growing your SaaS business. Consider it a red flag for some bigger underlying problems. View the full article

Customer-Quoting Teams Build Better Products

Last week, I went to a conference that lost power because – wait for it — it rained in San Francisco. Attendees foraged for breakfast yogurt by candlelight and gathered kumbaya-style around the speakers, who were awkwardly shouting wisdom. For about two hours, it became more camping party than tech event. View the full article

Easy-to-miss customer success blunders that can cost you customers

In this guest blog, Niraj Rout, Founder at Hiver, shares some small, but costly blunders that companies make in managing customer success. View the full article

Build Your User Base with These Human Behavior Hacks

People are unpredictable. And they are animals.These two tenets are often overlooked by startups trying to appeal to customers based on rational assumptions. Remember, people buy expensive wine they know nothing about. They place value on what their peers value whether they want it or not. They won’t shell out $2 for a useful app, but will take a $30 cab ride to get to work. And this behavior is only intensifying as more options become available faster. View the full article

Hinge’s “good churn” connects 50,000 dates a week, and more unlikely startup lessons

Almost no company could give me a lesson on love and data better than Hinge, one of today’s most popular dating apps. View the full article



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 3/11/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



FRIDAY, MARCH 11, 2016

Deep Linking’s Role in the Mobile Growth Engine

Rosalia Quam-Wickham from Branch Metrics discusses how “deep linking” is critical to driving growth and engagement in your mobile app. View the full article.

7 Steps to Measuring the Success of a Feature

How do you know if your app’s new feature is improving user experience, driving engagement, and improving retention? Use this framework to find out. View the full article.

Every Mobile Customer Is Unique — And So Are Their Customer Journeys

When someone first downloads your app, visits your website, or stops by one of your brick and mortar locations, that’s an opportunity. Engage them successfully and you could make a sale, even gain a loyal customer. But if they don’t like what they see or how they’re treated, you may never see them again. View the full article.

5 Ways to Make Growth Less Painful

The CEO of Lego, Jørgen Vig Knudstorp, once said, “I think it is a golden rule in business that most companies don’t die of starvation, but die of indigestion.” View the full article.

Customer Retention and Loyalty is Everything in the Information and Media Industry

Digital technologies have fundamentally changed the way that information is shared and consumed—profoundly impacting the Information and Media industry. View the full article.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/23/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



TUESDAY, FEBRUARY 23, 2016

6 Tips to Engaging Your Uber Critical Frontline.

For an organization to engage frontline employees – the very folks who have a direct impact on the organization’s overall success – leaders need to assure that people at the frontline… View full article.

The Bigger, The Better?

Big data is one of those concepts in marketing that we know is really important but that we don’t actually understand how to harness. It refers to the reams and reams of data collected on us consumers, tracked from cookies on websites and other sources, that companies accumulate, sift through, and utilize. It also applies to data that a company collects not on its potential customers but on its own performance, with various measurements and algorithms in place to gather this data. View full article.

4 Steps to Creating a Launch Plan for Your New Customers.

The moment a buyer becomes your customer is considered a micro-launch. Your customer begins an individual mission, pursuing a specific goal with your product. View full article.

Five Lessons to Remember When Mapping Your Customer’s Journey.

Individuals inside a company are very knowledgeable about the company and its processes and often have a mixed understanding of customers. The result? Employees naturally tend to view their customers through an internal lens that focuses on the distinct interactions a customer has with their specific department. This inward focus makes it impossible to have a complete picture of the customer’s experience. Customer journey maps (CJM) help shift employees’ focus beyond individual interactions towards a broader examination of the customer experience. View full article.

How machine learning can influence the customer journey.

Delivering great customer experiences based on mapping how customers interact with your brand across all touchpoints can be challenging for any marketer. Doing it at scale can seem impossible. According to one expert, when it comes to ensuring great customer experiences via one-to-one personalization, machine learning is the answer. View full article.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/22/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



MONDAY, FEBRUARY 22, 2016

Enhancing Customer Experience Through Simplicity.

Between a saturated marketplace and ever-emerging sophisticated technology disrupters, consumers have an abundance of retailing choices. However, when it comes to choosing where to spend their hard-earned money, shoppers pledge their loyalty to retail brands that can deliver a simplified, yet enhanced customer experience. View full article.

Proactive Customer Support Drives Long-Term Success.

Companies operating in the business-to-business (B2B) space must constantly find ways to be better partners to their clients. Rather than operating on a ticket-by-ticket system, these businesses must understand their customers well enough to anticipate their needs proactively with the help of robust B2B customer support software. As this perspective quickly evolves from optional to mandatory, more organizations are taking a proactive approach to customer support. View full article.

Retention Is the New Acquisition.

We’ve all heard the old adage, “It costs more to acquire a customer than retain an existing one.” In fact, most experts estimate that acquiring a new customer costs four to ten times more than retaining a current buyer. So why aren’t more marketers focused on retention? View full article.

Value.  It’s what YOU get to KEEP!

Forget accounting standards, forget what the market values, forget what e-commerce companies tell you, forget terms like GMV, GTV, topline revenue, contribution margin, cost of goods, and licensing costs. If you’re an entrepreneur, the ONLY two numbers that should matter to you are… View full article.

4 Ways to Improve Customer Retention in 2016.

Although figures vary, it’s widely agreed that it costs businesses more to get new customers than to keep their existing ones. But, organizations often neglect to nurture their account base in lieu of pursuing new opportunities. View full article.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/16/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



TUESDAY, FEBRUARY 16, 2016

Consumers Raise Engagement And Loyalty Bar Once Again.

This year’s Brand Keys CLEI results again show a widening gap between what consumers expect from brands and how well they perceive brands to be delivering on those expectations. View full article.

Applying Big Data for Mass Customization.

Many companies have a strong interest in applying big data for marketing, but predominately at the promotional level. Few articles have effectively covered the application of big data for product modification and the user experience level. View the full article here.

Expert Tips for Improving Customer Retention Using Content.

For SaaS (Software as a Service) businesses, maintaining a customer base is equally as important as prospecting for new leads, but juggling both can be a time consuming and expensive task. View full article.

Top Five B2B Customer Retention Best Practices.

Customer churn is often the biggest inhibitor of organic growth for B2B companies. View full article.

Should Customer Success teams have Veto Power?

Just like Barbie dolls of late, CS teams come in different shapes and sizes. One might report to Sales, or Marketing, or Support, or some other department. Read more here.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/12/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



FRIDAY, FEBRUARY 12, 2016

Understand Your Customers Better With Support Software.

Collaborative customer support software enables businesses to understand their clients better at a holistic level, and bolster customer satisfaction long term. Read the artcle here.

Ensuring Profitable Customer Web Experiences.

Customers are fickle and trends change quickly. Companies must be savvy in how they implement their programs. More about Web Personalization Trends here.

3 Ecommerce Trends to Implement in 2016.

Stephanie Gifford has gathered the top three most dominant trends among the ecommerce industry for this year. Read the Customer Loyalty tips here.

Being Able to Listen, Not Just Hear.

According to a recent Forrester study, 45% of US shoppers will abandon an online transaction if their concerns are not addressed quickly enough and 91% of customers would not do business with company after bad customer service experience. Read the full post by Sofia Sapojnikova here.

Metro Innovates Its Customers’ Success.

Although agility should advantage innovation at independent small and medium-sized businesses against their bigger rivals, they can’t match the technology resources or scalability that big national and global competitors command. Read about their concept here.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/11/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



THURSDAY, FEBRUARY 11, 2016

Customer Success through the eyes of a Data Citizen.

It’s true, every company is becoming a software company. But, the companies that are thriving are those who’ve turned their front end business users— sales reps, service agents, marketers, and everyone in between– into data citizens by allowing them to leverage the massive amounts of available data in order to drive customer success.

5 Best Practices to Decrease Customer Churn.

As a customer success leader or CSM, there are best practices to decrease the amount of churn you see across your customer base, but the common ingredient is proactiveness. Here are five ways you can be proactive when looking after your customers with the goal of decreasing churn and increasing satisfaction, and therefore growth.

In A Digital First World, Contact Centres Are The Custodians Of Customer Loyalty.

The immediacy, convenience, and ubiquity of the internet have forever changed customer behaviors and expectations. Gartner has predicted that by 2020, 85% of all customer interactions will be digital. Largely, customers today are ‘Digital First’. Digital First customers are well informed, omni-channel, and impatient. Read the entire post here.

Sell more to existing customers to boost growth.

Yet growth often is faster and less costly if you’re in a position to sell more to existing customers. That means, however, that you, or maybe your number two person, need to actually stay in touch with customers. Lunch. A visit to the customer’s facility — anyplace where you can talk about your customer’s outlook and goals, and, especially, how your business can help.

Are Your Customer Success Stories Being Heard?

Communicating your customer’s successes can be one the strongest marketing approaches there is. Reviews have really changed the way we buy in the B2C world, and for B2B, really demonstrating the benefits of your product versus just telling can be a big differentiator in the buyer’s journey. Read the full article by Dan Trefethen here.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.

Sparked Customer Fitness Feed – 2/10/16

The Sparked Customer Fitness Feed delivers *AWESOME* articles from around the Web to help customer success teams build a more fit customer base. Fit customers login more, spend more, and love your product more. Unfit customers don’t use your product and eventually churn out (gasp!). Let’s get’em fit.



WEDNESDAY, FEBRUARY 10, 2016

VC Firm Social Capital Opens Up Its ‘Magic 8-Ball’ Growth And Data Tools For Any Startup To Use.

When meal delivery service Sprig took on venture firm Social Capital as a new investor in the spring of 2015, the startup knew it was growing fast, but couldn’t always pinpoint why. Its marketing team consisted of one intern. While Sprig knew there was was a so-called “magic moment” when customers became die-hard repeat users of the product, Sprig didn’t know exactly when that moment occurred. Read how Social Capital stepped in to help.

How to Find Your Customer Lifetime Value to Customer Acquisition Cost Ratio (LTV:CAC)

Do you know the value of your customers? More specifically, do you know the value of your customers throughout their lifetime with you as it compares to what you spent to gain those customers? Find out what LTV:CAC is here.

Growing Customer Lifetime Value: Here’s the Secret Sauce.

Your customers are the most important drivers of growth for your business. They’re often the reason new clients seek you out, and they serve as the source for post-sale opportunities and recurring revenue. It’s the simple truth. But what’s also true is that in today’s digital age and dynamic business environment, where trust and loyalty isn’t what they used to be, maintaining customer health can be challenging to say the least.

The Golden Rule of Customer Success – 8 Guiding Principles.

The term “customer success” is fast becoming one of the most talked about topics in business today. A whole industry has emerged around customer success and a plethora of resources have been created to support the new function and mindset: websites, white papers, webinars, conferences, and technologies exist to guide, advise and help you along the way to not only help add “customer success” as a department, but to instill it as a mindset across your company culture.

The True Value of Customer Loyalty Programs.

A whopping 75% of US companies with loyalty programs generate a return on investment. Here’s a look at the myriad benefits of investing in a customer loyalty program. More reasons for having a customer loyalty program in this infographic.



Curated by Jeff Nickerson and the Sparked team. Got feedback? Send an email to customerfitness@sparked.com

Sparked is the least expensive and quickest-to-setup solution for customer success teams. We help you cultivate fit customers. Give it a try.