Bolstra Blog

/Bolstra Blog/

Checking In Can Yield Checking Out

How to effectively use check-ins to increase customer retention rates Is conducting check-in phone calls or sending e-mails to your customers part of your customer retention strategy? If so, you may want to reconsider how effective those phone calls and emails are in reaching your goal of retaining and growing your customer base. Consider the following phone call scenarios Scenario 1: an unscheduled check-in call during Implementation CSM: “Hi, Customer. It’s CSM. Just calling to check [...]

5 Ways Managed Service Providers Can Retain More Customers

Because the term “Managed Services” means different things to different people, let’s start by explaining what we mean by it before we get ahead of ourselves. Traditionally, Managed Services refers to the outsourcing of technical duties to support the use of software and/or hardware. Instead of using a “break-fix” or on-demand approach, these services are delivered through a subscription or retainer model, often times outlined through a Statement of Work (SOW) that describes the goals, [...]

By | 2019-07-10T11:45:06-04:00 July 9th, 2019|Customer Retention|Comments Off on 5 Ways Managed Service Providers Can Retain More Customers

Forecasting

WHY IS Forecasting IMPORTANT? Accurate forecasting is vital in a recurring revenue business because it informs budgeting, staffing, strategy, and even roadmapping. Relying upon your gut or incomplete or faulty data to forecast revenue can result in disconnections in priorities and performance (which can have adverse effects upon customer experiences). In turn, poor forecasting, can ultimately result in increased attrition and diminished returns. WHO NEEDS TO KNOW HOW TO Forecast? Customer Success leaders (Directors, VPs, [...]

By | 2019-06-26T11:34:26-04:00 June 26th, 2019|Agile Customer Success|Comments Off on Forecasting

Metrics and Measurement

WHY ARE Metrics and Measurement IMPORTANT? While Customer Success management is NOT Customer Success measurement, there’s no getting around the importance of measurement and assessment to know what you need to do to retain and grow healthy customers. Some metrics are more informative of customer health than others. We have the capabilities of extracting voluminous data about our customers, but more isn’t always better. It’s important to know which data to track and, perhaps more [...]

By | 2019-06-13T10:05:31-04:00 June 13th, 2019|Customer Success|Comments Off on Metrics and Measurement

Objection Handling

WHY IS OBJECTION HANDLING IMPORTANT? Because it’s rarely the case that a prospect becomes and remains a customer permanently without voicing some concerns, Objection Handling is a vital skill for both sales and any account management role. As it relates to Customer Success Management, Objection Handling is as much about proactively identifying potential objections and mitigating them, as it is about handling them when they arise, and even converting potential detractors into promoters. WHO NEEDS [...]

By | 2019-05-30T09:43:11-04:00 May 30th, 2019|Customer Loyalty|Comments Off on Objection Handling

Red Zone or Dead Zone?

Identifying and Rescuing the Right At-Risk Customers Do these scenarios sound familiar to you? Your customer engagement team meets weekly to discuss a game plan for customers who are at risk of churning. Each member of the team has access to spreadsheets that document all the touchpoints, support tickets, survey, usage and any relevant anecdotal data about the customers who are within months of renewing. The team then makes decisions about who and how to [...]

By | 2019-05-21T10:49:41-04:00 May 21st, 2019|Customer Retention|Comments Off on Red Zone or Dead Zone?

Investing Appropriately in Customer Success

Why and How to Find Budget for Customer Success Software There’s no longer a debate in the recurring revenue economy about the value of existing, loyal customers. Retaining more customers who serve as advocates and contribute to your growth rate produces more total ARR over time. Consider the simple math comparing a company with a 90% retention and 20% growth rate with another company whose retention rate is 100% and whose growth rate is 30%. [...]

By | 2019-05-09T21:41:30-04:00 May 8th, 2019|Customer Retention|Comments Off on Investing Appropriately in Customer Success

Fundamental Differences between Account Management & Customer Success Management [Infographic]

How do Account Managers and CSMs Co-exist in Today’s Recurring Revenue Businesses? As Customer Success gains traction in SaaS organizations and beyond, the value of traditional Account Management is being challenged. B2B organizations with recurring revenue models are massaging their Customer Success charters to find ways to optimally provide ongoing value to customers WHILE they ensure retention, identify growth opportunities, and promote advocacy. Who is responsible for each aspect of tending to existing customers is [...]

By | 2019-05-09T21:41:30-04:00 May 3rd, 2019|Customer Success Manager, Infographic|0 Comments

The Best Defense is Great Offense

How Customer Success Uses Playbooks to Mitigate Churn In the recurring revenue economy, negative churn is the name of the game. This is more than retaining customers. It’s about creating consistently excellent customer experiences that lead to a strong sense of loyalty and the willingness to advocate on your behalf. Customer advocates are the key to negative churn. Customer Success Managers lead the team in making sure all those responsible for the overall experience of [...]

By | 2019-05-09T21:41:30-04:00 April 24th, 2019|Customer Retention, Customer Success|1 Comment

Conflict Resolution in Customer Success Management

WHY IS Conflict Resolution IMPORTANT? Customer Success is built on a balanced relationship of “value given” and “value received.” When this balance is disrupted, real conflicts can occur, or potential conflicts can be perceived. While it’s ideal to preserve the balance and avoid conflict, it’s highly likely that there will be times within your relationship with your customer that harmony is elusive, and something must be done to restore the equilibrium of the relationship. It [...]

By | 2019-05-09T21:41:30-04:00 April 19th, 2019|Agile Customer Success, Customer Success|Comments Off on Conflict Resolution in Customer Success Management

#Customer Success looks like … A unicorn

What is a Customer Success Manager? According to one job description, “The customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback, and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.” The [...]

By | 2019-05-09T21:41:30-04:00 April 8th, 2019|Customer Success Manager|0 Comments

Quarterly Business Reviews for Customer Success

Quarterly Business Reviews WHY ARE Business Reviews IMPORTANT? There are basically two types of periodic customer reviews: Retrospectives and Business Reviews (also known as Quarterly Business Reviews, or QBRs). Retrospectives are typically conducted with admins and users and are very tactical. Business Reviews, on the other hand, are strategic meetings with executives designed to deepen the relationship and enhance the value ‘of’ and ‘for’ the customer. There are three primary reasons for conducting Quarterly Business [...]

By | 2019-05-09T21:41:31-04:00 April 4th, 2019|Agile Customer Success|Comments Off on Quarterly Business Reviews for Customer Success