What’s new in Customer Success – Tuesday, October 11th

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


From the companies and pontificators:

3 Simple Steps for Reducing Customer Churn
Here is a simplified breakdown on churn reduction from Ritika Puri, via the B2C website. Reducing Customer Churn can be very complex, but here’s her ideas on 3 simple steps that you can take to create an initial reduction. HINT – They recommend being proactive, and focus on the signals at the user and account level. Good advice! Read it.

Why You Need to Revamp the Customer Experience for Social Consumers
How do you provide a positive Customer Experience in the era of asyncronous and presistent social media streams? Mike Schneider for MarketingProfs covers the expectations of customer communications that extend over time, and across multiple devices. Read it.

How Cybersecurity Impacts Customer Loyalty
Between fraud and set-up friction, U.S. banks lose approximately $14.9 billion in relationship value each year. Alisdair Faulkner from ThreatMatrix explains why security is so important for customer loyalty. Love it.

Treat Me Like a New Customer ALL the Time
How do offers and discounts that apply only to “New Customers” make your existing customers feel about the value they are receiving from your product? Customer Think contributor Bill Price covers this topic and explains why you should be making your customers feel wanted at ALL TIMES, not just while you are trying to land their business. Read it.

The Deal Of a Lifetime
Caroline Newman sits down with Rajkumar Venkatesan, marketing professor at the Darden School of Business to learn more about how companies’ emphasis on Consumer Lifetime Value impacts consumers, and what might happen if companies decide to share all of that data. We especially liked his answers to “which companies do a great job using Consumer Lifetime Value to improve the customer experience and their bottom line?”. Love it.


From the Customer Success & Analytics vendors:

Expert Advice on Common Mobile Data Challenges
Sam Lewis from the Segment blog shares some of the tips they learned when Segment hosted a goup of industry leaders for a talk on the right way to collect mobile data, and how to overcome the obsticles that come along with that data. Read it.

Use These Four Pillars to Earn Customer Loyalty
From the Kissmetrics blog, we found this post that gives some basic, but good advice for companies who may be questioning how to relate with their customers as people while earning their loyalty long-term. Love it.

Why Customer Lifetime Value Matters (and How to Calculate It for Your Business)
Here is an in depth article from Kevin Donnelly from Shopify. We’ve read many articles on the importance of CLV and how to calculate it, but this is one of the most comprehensive and easiest to understand. Definitely read the portion on RFM score! Read it.


From us at Sparked:

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