Customer Success leaders don’t have to rely on gut feel or buy expensive predictive analytics software to develop customer health indicators. As an interim step, statistical regression analysis can identify a short list of predictors, increasing accuracy while avoiding significant … Continued
Net Promoter Score® (NPS®) surveys are often used after customer support transactions. But the question is contextually confusing and the practice yields biased results. NPS® may work fine as a relationship-tracking metric, but when it comes to how the brain … Continued
Chances are you’re drawing the wrong conclusions from your churn metrics. Why? Conventional calculations don’t compensate for natural process variation. As a result, you’re probably making bad decisions. You must use different mathematical tools. Common senselessness The vast majority … Continued
Don’t play the blame game It’s easy to point the finger at salespeople, but when it comes to improperly set expectations, customers themselves are sometimes to blame. CSMs should resist jumping to conclusions and leaders should implement safeguards. Criticizing salespeople … Continued
High touch, low touch, tech touch: the most popular tiered account structure for Customer Success. These levels might make sense in the short term, but blind adherence can lead to a company’s decline in the long term. Revenue maldistribution A … Continued
It’s possible to nudge your customer to behave in the ways both of you want. Psychologists have long known the power of priming, exposing test subjects to stimuli that influence behaviors, often without conscious guidance or intention. In just … Continued
It’s a term we use frequently in new or expansion sales: product value, business value, Time-to-Value. But what is it, exactly? A broader definition Marketers say it’s a simple equation: Value = Benefits – Cost. When the benefits outweigh the … Continued
Scientists have discovered a distinct neural signature in the minds of loyal customers. Scans show particular a brain region activates when buyers choose their preferred vendors. Given the importance of customer loyalty and the recurring revenue that comes with it, … Continued
Neuroscientists say we tend to remember the meaning and forget the details. When the time comes to make a decision, we naturally rely on our general impressions gained through experience. Because of this, doing essentials right is all that really … Continued
Build a better organizational habit this year After annual planning, most organizations lose momentum and progress soon grinds to a halt. What can be done to alter the status quo and ensure this year’s plans actually get carried out? Perhaps … Continued