What’s new in Customer Success – Tuesday, December 20th

Hi and welcome to our roundup about what’s new in Customer Success. We scour the web for the best and brightest, so that you don’t have to! Below, are the top articles from companies, pontificators, and vendors. Enjoy!

– Jeff Nickerson, Roundup Curator at Sparked
Sign up for Sparked’s Customer Success solution at www.sparked.com

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From the companies and pontificators:

Making SaaS sticky: Why customer success is the industry’s new linchpin
Ben Velker for CloudTech explains here that for SaaS companies the time it takes for a customer to integrate a new product into their business is critical, especially if your business model relies on monthly or annual subscriptions. This makes time a luxury most providers don’t have. As more and more SaaS companies are added to the market, it won’t be only the products make them winners, Customer Success will be what tips the scale for them. Love it.

Customer Experience Vision Dictates Value
If you don’t have a clear vision about your product, then you probably aren’t providing clear value to your customer. Lynn Hunsaker covers this topic in a new article for CustomerThink. Her view is that it is an issue of customer-centricity, and if your vision is in sync with your customers’, then you understand it. If not, you are missing an opportunity to reap the full rewards of providing a solid customer experience. By starting with an examination and definition of what is needed by every part of you company to consistently deliver your brand promise. Read it.

The Why, What and How of Customer Success
Here is a great article for those customer experience managers who are looking to institute customer success programs, but need to convince their bosses of why it’s such a good idea. There are no shortage of articles, white-papers, and blog posts that espouse the benefits of customer success and how critical it is to a company’s survival, but this article by Payl Philp for Business2Community puts it together really well. Love it.

How CEOs Can Keep Their Analytics Programs from Being a Waste of Time
In spite of large investments in big data and analytics, most programs fail to meet expectations. According to this article by Chris McShea for the Harvard Business Review the reason is that CEO’s have to learn to anticipate and manage the changes that these data expose. Here are the four things that need to be addressed in order to allow for the success of these programs. Love it.

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From the Customer Success & Analytics vendors:

How to Boost Slow Product Adoption After Onboarding
From the Totango blog, this article gives a couple tips to ensure solid product adoption. On-boarding represents a critical phase in the customer journey, and it is one which can set the stage for your future adoption and customer experience efforts. Finding first value will help motivate them to use the product more, but it is up to your team to ensure they keep finding value over time. Read it.

6 Ways to Simplify Your Customer Analytics
Customer analytics can seem difficult and intimidating, but there’s a lot you can do to make it simpler. From Paul Boyce, CEO at Popcorn Metrics, here are 6 ways you can simplify your customer analytics. For us, number 3 was the stand out winner. Having the proper tools in place will ultimately lead to you having the most insight into customer behavior, and with that your customer experience campaigns will be far more effective. Love it.

Stop Treating Your Data Scientist Like a Janitor
Archana Madhavan at the Amplitude blog writes about a topic that really should get more attention. Real world data is messy and the painful process of cleaning, parsing, and proofing one’s data before it is suitable for analysis can take up to 60% of a Data Scientist’s time. Good stuff to keep in mind if you are looking at analytics solutions. Read it.

How to Build Strong Customer Relationships to Boost Retention
A recent study found that increasing customer retention rates by 5% can lead to a profit increase of 25% to 95%. Now that seems pretty high to us, but the idea is definitely sound. Still, many businesses just aren’t allocating funds for customer retention teams and programs. If more companies understood how significant the customers relationships is, and how it can lead directly to stronger retention, then the budgets would follow. This article by Tom Whatley for CrazyEgg covers it nicely. Love it.

Are you sure you’re ready for a Customer Success platform?
From the Gainsight blog, Alex McClafferty and Nils Vinje of Glide Consulting discuss the value of simplicity and discipline with your customer success platform. There are some valuable insights here for what you should be asking from a CS platform vendor. These products aren’t magic, and teams who switch to a dedicated platform hoping that the problems of disparate data types, and inconsistencies will be removed. In reality if your processes aren’t sorted out prior to the switch then your implementation may not all that you hoped for. Great article here. Love it.

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From us at Sparked:

Sign up for the world’s best Customer Success solution at www.sparked.com
Sparked is the least expensive and quickest-to-setup solution for Customer Success teams. We’d love to meet you.

Cheerio,
Jeff

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