Category: Customer Success
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Distinguishing Support, Customer Success, and Customer Onboarding
This article is a work in progress. I was sharing this with several people so I figured I might as well make it public. Customer Support, Customer Success, Customer Onboarding, and Customer Experience are often conflated terms. For one company, it’s the same thing. In another company, it’s different. I may use “Customer Success,” and…
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Operationalizing Customer Feedback (NPS/CES/CSAT)
Tons of articles argue whether to use a customer feedback tool or not. There are valid (and not so valid) points on all sides. This article is written assuming you have or are planning to institute some sort of customer feedback. If you’re already an expert but want to see some ways of incorporating surveys, skip down.…
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Dunning Management: Your Rollout Plan to Increase Retention
Dunning Management is an often overlooked aspect of Customer Success. It happens silently.Actually, it’s less of what we’re doingand more of what we’re not doing. We effect change by action and inaction.Where is your churn coming from? What is the breakdown of customers (and their respective dollars): Voluntary churn (requesting to cancel) Involuntary churn (payment method fail) Merchant…
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Keeping Customers at All Costs
Anti-discounts, Bad Fit Customers, and Not Doing Whatever It Takes to Retain Them Awhile ago a few of us Customer Success professionals gathered and discussed the benefits and problems what to do under the following scenarios: Something in the product goes haywire for the customer They’re “going to cancel” because we don’t have such…
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What is Customer Success Responsible For, Anyway?
I often forget this is a legitimate question, but all I need to do is talk to people entering SaaS and this is completely revolutionary. This approach does not always work in a non-subscription economy. However, in a subscription economy it’s vital. So here goes. Most everyone understands Customer Success owns Gross Retention. But beyond…
Jeff Beaumont 