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Is Bandwidth the Miracle Cure for CS Burnout?

Regular exercise is often known as a miracle cure. One habitual exercise routine can solve upwards of 20 different serious medical conditions afflicting different parts of the body. What other single prescription can address issues across coronary (heart), pulmonary (lungs), cirrhosis (liver), myopathy (muscle), and even psychological conditions like insomnia and depression?

As it turns out, the human body rewards itself when it does what it was built to do: exercise. I believe there’s a similar relationship between the optimal performance of a CS team and available bandwidth.

Blog

The Upsell Conversation – A Marathon or A Sprint

In every successful customer journey, there comes the point when you know that your customers are ready for more. But imagine a troubling scenario where the upsell hints are being missed or lost in the data. This can be really frustrating when your customers have already been deriving value from your products or services for months. They are comfortable and satisfied with the current engagement but could certainly benefit from more. This is a critical point in the mutual business relationship, but either the signals are lost, or the subtle indicators of a golden upsell opportunity are left undetected and unacted upon!

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Customer Retention: An Outcome of Data and Listening

Everything about the customer, from the ‘who he/she is,’ to the ‘why he/she does it,’ is now known, thanks to the availability and accessibility of data. The power of insights from data is incredible, but that is only possible if we can assess it correctly. Today there is a never-ending downpour of data. And the general assumption that more data makes better predictions is being hindered by the sheer weight of the data itself. Can anyone confidently say they have the sophistication to truly leverage all their incoming data?

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Customer Onboarding: Taking the right first step

A successful onboarding experience is a critical step to beginning a strong and prosperous customer success process. It is the proverbial first step that your customer takes towards building a relationship with your brand But this isn’t just about teaching new users how to use a platform. It is about ensuring whether they are using it for what it was intended in the first place. Your onboarding is only successful if it meets or exceeds your user’s expectations and helps them achieve their goals.

Hands of robot and human touching on big data network connection background
Blog

AI: The Next Milestone in Every SaaS Company’s Future Roadmap

No matter how advanced artificial intelligence gets, it is still a drop in the vast ocean of human intelligence. Human intelligence is a result of consistent learning from experiences that help them gain knowledge and comprehend their surrounding situations, whereas AI learns from data and its programmed interpretations. Machines cannot think on their own, instead, they are programmed to consume data to mimic and simulate human behavior. However, rational decision-making is still a very human trait, and is hard to mimic.

Blog

Customer Experience: The Bridge to Customer Success

Your customers know the score. And they dislike being grouped into market segments, they resent being identified as one type of target audience. Instead, they prefer being addressed as individuals who have unique tastes and preferences, and they certainly deserve to be recognized as the professionals they are. They want a personalized and unique experience that is tailored just for them. Today, customer experience is a critical factor that determines the success of your company. And your customer experience strategy is the foundation that paves the path to customer success, and eventually to ‘scalable customer love’. 

Blog

Customer Churn: A CSM’s nightmare (but not anymore)

There is an abundance of content available discussing various reasons for customer churn. Every CSM is juggling multiple priorities and most likely does not have enough time to proactively act on all customer goals. Learning inside an organization across all different customers between all customer success teams is difficult and often very limited. How many times have you seen customers churning because of a similar set of reasons?

Blog

What Most High Growth Businesses Get Wrong in Customer Success?

Even in this fast-paced, hyper-growth world, there are times when a business can grow too fast.
It’s often asked, “But isn’t increased demand for your services good?”
When a business starts to grow too fast, it’s important to reflect and understand if that growth is actually compromising your business plan.

Blog

The 4 Building Blocks for Achieving Scalable Customer Love

Going beyond the words “success” and “satisfaction” when it comes to building a working relationship with customers… that’s Scalable Customer Love! From the word ‘go,’ being their partner and confidante, listening with compassion, taking action when needed, and rejoicing as they grow at every stage – creating Scalable Customer Love is akin to building a beautiful relationship.

gesture of friendship and love of people and machines
Blog

What the heck is Customer Love?

It takes months of effort, research, and hard work to get your product accepted by just one customer, but it only takes a few seconds to lose them. Customers are irrational beings who, in many instances, are unaware of why they do… what they do or why they want… what they want. The harsh reality is, in fact, that your customers’ perception of your brand is your brand. So how do we decode what your customers really want?

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