Join us for our upcoming webcast featuring Denis Pombriant from Beagle Research as he discusses why and how you should take a process-driven approach to measuring customer success.
The Net Promoter Score (NPS) is largely popular due to its successful implementation by companies such as American Express, Apple, and Southwest Airlines. While these scores provide great insights into customer satisfaction, they are limited in their ability to prevent churn.
Join our webcast to uncover the good, the bad and the ugly of NPS and learn:
• How to understand customer coverage and predictive accuracy before using a metric for churn prevention
• How to use usage and ROI metrics for managing customer success
• How actionable usage data compliments NPS to measure and foster long term revenue growth
When Customer Success teams and Marketing teams work well together, they can create superior customer experiences that literally speak for themselves – turning customers into vocal advocates. But frequently the relationship between these organizations is a tense one, as marketers are perceived as wanting too much out of too many customers, too early.
Join Matt Shanahan from ServiceSource and Brian Gladstein from Explorics as they discuss how to build stronger, more personal ties to customers through collaboration between Customer Success Professionals and Marketers.
How does customer success deliver value to other departments? How can customer success contribute to the revenue equation? Three specific leverage points of customer success are to increase marketable records, increase the number of campaigns, and increase conversion rates. What marketer doesn’t want that? So how does that happen? The key to lowering costs and driving revenue is leveraging your entire customer database to deliver targeted, relevant offers that provide real add-on value for a customer.
Join our webcast to discover how you can use customer success data to revamp your database marketing strategy, lower your cost per lead and learn:
• How to incorporate end users into your customer success marketing program to add more influencers into upsell and renewal decisions
• How to create more relevant, segmented campaigns based off of behavioral targeting
• How to increase customer lifetime value by providing the right offer, to the right customer, at the right time
There are many reasons to have a “standard” process for customer on-boarding, adoption, renewal, and the other phases of the customer lifecycle. But the truth is that every customer and user is unique — and if you’re only following a standardized process for onboarding you’re leaving revenue and profit on the table.
The best approach is to define a standardized process for each phase of the customer lifecycle, then proactively monitor and manage exceptions.
Join our webcast to discover how you can use exception management to have a direct, measureable impact on revenue and profit and learn:
• How to optimize your customer onboarding process to ensure that all your customers are successful
• When and why to conduct business reviews and manage a renewal process
• How to engage proactively with the right customer, with the right play, at the right time
Success in the subscription economy is dependent on customer retention and revenue growth. Together they maximize customer lifetime value and profitability. However, reliance on a customer relationship between customer stakeholders and vendor employees won’t create the lasting bond needed to keep a customer for life. Many vendors overlook building relationships directly with their users – the missing links. Creating a direct relationship with users deepens bonds and produces advocates.
Join our webcast to discover how to tap into the missing links in your customer relationship and grow your revenue.
