Bolstra Blog

/Bolstra Blog/
Rated as a High Performer on G2 Crowd Read Reviews

Churn Management: Don’t Gamble on Customer Experiences

Customer Retention is no game. When it comes to customer renewals, are you taking a chance by rolling the dice on your customers’ experiences? Games are fun but customer retention isn’t a game. Your customers are relying on you to provide a consistent experience, a sure thing. When you create a strategy that guarantees the delivery of a consistent and superior customer experience, you stop gambling and start taking churn management seriously, thereby minimizing the [...]

By | 2019-03-15T17:52:49-04:00 December 18th, 2018|Customer Experience|Comments Off on Churn Management: Don’t Gamble on Customer Experiences

Crucial Capacity Considerations for Customer Success

Even though many C-suite executives are on board with chartering a Customer Success team to focus on customer retention and expansion, they are still figuring out how to fund them. With the goal of being cost neutral, or even a profit center, many are still validating the math on this. Knowing the actual cost of Customer Success team members, and figuring out the way to fund them involves assessing accurate data about time, resources and [...]

By | 2019-03-15T17:32:50-04:00 December 12th, 2018|Customer Success|Comments Off on Crucial Capacity Considerations for Customer Success

Accountability: It’s not just a buzz word

“You can count on me.” I have said (or at least implied) these words countless times throughout my life, and I bet you have too. We say it when we want to give someone else the assurance that we will be there for them, we have their back, and we will do whatever we said we’d do. It is a way of conveying our personal accountability, which is foundational to any lasting, meaningful relationship. Let’s [...]

By | 2019-03-13T14:57:43-04:00 December 4th, 2018|Customer Success|Comments Off on Accountability: It’s not just a buzz word

Effective Customer Lifecycle Management Requires Excellent Work Management

You know exactly what your customer should do or experience at every juncture of implementing your solution. You have a well-defined customer lifecycle which identifies stages and achievements within each stage. You even know who is responsible within your organization for managing the relationship at each turn. However, you still have an adoption and retention issue. Maybe the problem isn’t managing your lifecycle, but rather managing the actual work that is being done to cultivate [...]

By | 2019-03-13T17:14:36-04:00 November 29th, 2018|Customer Lifecycle|Comments Off on Effective Customer Lifecycle Management Requires Excellent Work Management

Agile Adoption: “Dating”

How to Use Agile Customer Success Management to Increase Adoption In our previous blog, Implementing Agile Customer Success Management we shared some best practices for incorporating agile techniques during the first stage (Land) of a post-sale customer relationship. This blog post covers how to continue using agile methodologies as your customers grow more loyal and continue to adopt your solution. Agile methodologies work for Customer Success Management because of the iterative and cyclical nature of [...]

End User Training

WHY IS End User Training IMPORTANT? End User Training is your chance to validate your sponsor’s decision to purchase by demonstrating the power of your platform to his or her team. It is an extremely valuable relationship-building exercise when you are able to do this within their live environment. The best End User Training is built around a well-planned learning design that is persuasive, capitalizes on real and relevant scenarios, and includes reinforcement. WHO NEEDS [...]

By | 2019-03-15T17:20:49-04:00 November 2nd, 2018|Customer Success Best Practices|1 Comment

5 Customer Success Platform Must-Haves

If you are a growth-minded B2B XaaS company, then you are likely “doing” customer success in some fashion or another. Whether you have a dedicated team or have operationalized the discipline of customer success across your organization, you are certainly recognizing the value of existing customers and working to deliver continuous value to make (and keep) them loyal. Increasingly, this approach is being supported with platforms designed specifically for enabling your best Customer Success practices. Operationalizing [...]

By | 2019-03-13T14:48:44-04:00 October 27th, 2018|Customer Success|Comments Off on 5 Customer Success Platform Must-Haves

Customer Success: Balancing the Value OF Customers with the Value FOR Customers

Customer Success Organizations are the Linchpins in Delivering and Capturing Value “The purpose of a business is to get and keep a customer. Without customers, no amount of engineering wizardry, clever financing, or operations expertise can keep a company going.”  ― Theodore Levitt Never has the importance of keeping customers been more important than in today’s subscription economy. SaaS companies (and any other subscription-based business) know that acquiring the customer is only the beginning, and in [...]

By | 2019-03-13T17:21:07-04:00 October 14th, 2018|Customer Success|Comments Off on Customer Success: Balancing the Value OF Customers with the Value FOR Customers

Landing Agile Customer Success

Incorporating an Agile Customer Success Process Begins in the Land Stage Agile Customer Success is the ideal model for incorporating the basic tenets of Agile management into Customer Success Management.  Some of the core tenets are: Attain customer satisfaction through continuous delivery. Don’t be afraid to make changes. Cross-functional collaboration is key. Agile processes promote sustainability. Simplicity is essential. Inspect and Adapt. The Virtuous Cycle As B2B SaaS companies seek to operationalize their Customer Success process, [...]

By | 2019-03-22T16:08:55-04:00 October 10th, 2018|Agile Customer Success, Customer Success|0 Comments

Making the Case for Agile Customer Success Strategies

Customer Success Best Practices Incorporate the best of Agile Methodologies “Agile” isn’t just for software development. It’s an innovation-based, iterative approach that’s being used in marketing, logistics, HR, and more.  Agile Customer Success Management is the best way to ensure your customers get a consistently excellent experience with your solution, remain loyal, and become advocates. As you determine what your customer success best practices are, and charter your team within the enterprise, consider the benefits [...]

By | 2019-03-15T17:15:28-04:00 October 2nd, 2018|Customer Success|Comments Off on Making the Case for Agile Customer Success Strategies

Lessons from an Experienced Account Manager

A Learned Account Manager is Jealous of Today’s Customer Success Managers I’ve been in some version of account management – call it customer satisfaction, sales or customer success  - for all of my adult life (my entire life, if you count my girl scout cookie sales). Throughout my 33 years of business experience, I would have struggled far less, and been much more successful, “if only I had known then what I know now.” I [...]

By | 2019-02-26T21:00:32-04:00 August 28th, 2018|Customer Success|Comments Off on Lessons from an Experienced Account Manager