Scalable Customer Love

The Future of Customer Success: Part 1

The Future of Customer Success: Part 1

Spoiler Alert! The Future of Customer Success is a whole team sport. Customer Satisfaction + Customer Happiness are the core principles of all product and service organizations. But often, organizations fail to react and adapt in time to ever-changing consumer sentiments and expectations. Unchecked, this leads to customer churn and a shrinking base of customer advocates. But companies that live and breathe customer success CS teams always reverse this trend.

The Great Resignation

The Great Resignation

Work is an integral part of our day-to-day lives. It plays a major role in structuring our personal and social identity and is a means of livelihood. Steady income creates options and equips us with the power to access essentials such as food, electricity, education, etc., and non-essentials such as electronic devices, wifi, furniture, etc. For too many, it feels like a healthy work-life balance is simply unattainable. Checking and responding to emails at all hours, work meetings at dinner time, or being unable to separate from our work laptops on weekends… for so many, this has become routine. One may even say, “Isn’t that expected?”, but although it may feel like employees are required to do this, morally, ethically, and spiritually they aren’t (and they shouldn’t).

Customer Success Managers, It’s Time You Donned The AI Superhero Suit

Customer Success Managers, It’s Time You Donned The AI Superhero Suit

The role of a customer success manager i.e. a CSM has transformed drastically in recent decades. For starters, it’s no longer grounded to its traditional role of transforming customer engagement. Instead, it aims to forge strong relations with customers such that it helps businesses grow, making it an important pillar of growth. Today, the responsibilities of a CSM have become very demanding. It expects them to coordinate between different departments, onboard new customers, advocate for the company, drive renewals, encourage upsells and cross-sells, build deeper relationships with the customer, have the ability to produce reports on all activity at a moment’s notice, and so much more! In a job that challenges and expects someone to be at top of all things all the time, how does this get done?

The Upsell Conversation: A Marathon or A Sprint

The Upsell Conversation: A Marathon or A Sprint

In every successful customer journey, there comes a 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 in the current engagement but could certainly benefit from more. This is the 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!

Customer Onboarding: Taking The Right First Step

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.