Customer Success Best Practices

/Customer Success Best Practices

Internal Knowledge Transfer: Handoff

By | 2019-05-09T21:43:13-04:00 October 10th, 2017|Customer Success, Customer Success Best Practices|

https://embed.vidyard.com/share/NGZj8SbW3v8AhHDVWdtEKc WHY IS KNOWLEDGE TRANSFER IMPORTANT? At the heart of every subscription-based business is the loyalty of the customer. Loyalty doesn’t simply happen at every renewal opportunity. It’s built over time and through meaningful customer experiences. The very first of those customer experiences happens with the sales team. While customers may be excited to get through the sales process and want to start using your platform quickly, they also don’t want to keep repeating [...]

Customer Kick-off

By | 2019-05-09T21:43:13-04:00 October 5th, 2017|Customer Success, Customer Success Best Practices|

WHY IS KICK-OFF IMPORTANT? You’ve just been handed a new customer, and it’s your job to officially start the relationship. Your entire organization has put the customer in your hands now, expecting that you can keep the enthusiasm of purchase alive and establish roots for an enduring relationship. Your kickoff meeting sets the tone for implementation, and the future of the customer relationship. No pressure. Right? Without making this more stressful than it needs to [...]

The Blocking and Tackling of Customer Success

By | 2019-05-09T21:43:13-04:00 October 3rd, 2017|Customer Success, Customer Success Best Practices|

We know that Customer Success teams are being formed and developed at a rapid pace. XaaS companies are no longer debating the value of a dedicated expert services team to work with customers to generate and sustain a continuously valuable experience. While the debate about whether to have a Customer Success team within your organization is subsiding, the questions about how to DO Customer Success are mounting. In response to these questions, Bolstra delivers The [...]

Discovery: How Sales Sets Customer Success up to Succeed

By | 2019-05-09T21:43:13-04:00 October 3rd, 2017|Customer Success, Customer Success Best Practices|

https://embed.vidyard.com/share/xKKXPgGZQXNQyNnX61Lwdf WHY IS THIS IMPORTANT? While Discovery is incredibly informative for a XaaS vendor, it’s important to remember that it’s a moment of vulnerability and truth for a customer. When a customer is willing to share their business model, their pain points, and their needs with you, they are demonstrating trust that you will be able to help them ease their pain and reach their desired outcomes. Sales teams learn a lot during the [...]

A 3-step Guide to Making Renewals Happen

By | 2019-05-09T21:43:13-04:00 September 14th, 2017|Customer Success, Customer Success Best Practices|

In the subscription world securing customer renewals is our bread and butter. 80% of customer lifetime value comes through renewals. We always hope that renewals will happen as a matter of course, but sometimes they need a little gentle shove to get over the finish line. Assuming our customers will renew because they seem happy isn’t enough. We have some work we need to ensure they will renew while preserving (or even improving) the relationships [...]

Checking In Can Yield Checking Out

By | 2019-05-09T21:43:13-04:00 September 7th, 2017|Customer Success, Customer Success Best Practices|

Are you a CSM responsible for remaining close to your customers during onboarding, implementation, and throughout the customer journey? Do you task yourself with routinely checking in on them? If so, you may want to take caution in how you conduct your check-in phone calls. Without an agenda and a plan, check-in phone calls can cause your customers to check out. Consider the following phone call scenarios Scenario 1: an unscheduled Check-In call during Implementation [...]

How (and why) to Use NPS in B2B Businesses

By | 2019-05-09T21:43:13-04:00 August 22nd, 2017|Customer Success, Customer Success Best Practices|

Why use NPS? The Walker Survey report Customers 2020: The Future of B-to-B Customer Experience vouches that “by 2020, the customer experience is predicted to overtake both product and price in distinguishing one firm from another.” There’s no getting around the business case for helping our customers be successful. If they lose, we lose. Conversely, as their success goes, so does ours. There are myriad theories on how to delight our customers. How, though, do [...]

The 5 Stages of Customer Success Maturity

By | 2019-05-09T21:43:13-04:00 July 18th, 2017|Customer Success, Customer Success Best Practices|

Think about how your team is managing your customers. You may be doing some things well and then several things may come to mind as lacking, cumbersome, or just plain difficult. For many companies thinking of this process, or lack thereof, doesn’t give them warm fuzzies. Some of you are reading this because you just lost a big account and you still aren’t sure why. Others are wanting to learn more about the steps needed [...]

Customer Success Starts with your Socks and Shoes

By | 2019-05-09T21:43:57-04:00 September 7th, 2016|Customer Success, Customer Success Best Practices|

From 1948 to 1975 the University of California Los Angeles’ Men’s Basketball Team was coached by the legendary John Wooden.  Over the course of his coaching career, he won over 600 college basketball games, with a winning percentage over 80%.  He won 10 national championships in 12 years, including 7 in a row.  The totality of his accomplishments and the longevity of his career are without equal.  By nearly every account from every player he [...]