Customer Success Best Practices

/Customer Success Best Practices

Rapid Prototyping

By | 2019-05-09T21:43:12-05:00 November 14th, 2017|Customer Success, Customer Success Best Practices|

WHY IS Rapid Prototyping IMPORTANT? Not every SaaS company does Rapid Prototyping for new customers, but we encourage it as an opportunity to be impressive right out of the gates. If your solution allows you to get a quick win with your new customer by focusing on a single area or part of your solution, you will start the relationship off with a bang that will have far reaching effects. WHO NEEDS TO KNOW HOW [...]

Implementation Discovery

By | 2019-05-09T21:43:13-05:00 October 24th, 2017|Customer Success, Customer Success Best Practices|

WHY IS Implementation Discovery IMPORTANT? You’ve kicked off your relationship with a new customer, and now it’s time to get tactical. Implementation Discovery is a step that can sometimes be forgotten, yet is extremely important. It’s an opportunity to catch things that may have been missed during the sales and kickoff steps, and validate the KPIs you and your customer have agreed to. Consider this the first tactical, down and dirty, meeting. What do they [...]

Internal Knowledge Transfer: Handoff

By | 2019-05-09T21:43:13-05:00 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 | 2019-05-09T21:43:13-05:00 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 | 2019-08-30T09:04:27-05:00 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 | 2019-05-09T21:43:13-05:00 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 [...]

How (and why) to Use NPS in B2B Businesses

By | 2019-05-09T21:43:13-05:00 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 | 2019-05-09T21:43:13-05:00 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 | 2019-05-09T21:43:57-05:00 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 [...]