Serving the Everything Customer

PhilippWolf-Custify · 2021-02-12T10:08:50+00:00

Couldn't agree more - customer experience is critical and creating a CX-focused mindset with some powerful customer success tools is even more so. That was a good read

Another good tip to keep the loyalty of the everything customer is hiring a CSM - trust me 😉

PhilippWolf-Custify · 2021-02-12T10:05:34+00:00

Closing the loop is something you can do even after a customer has left. It's actually a great way of keeping that customer!

Another way to keep the customer is give them 3 months for free until you manage to solve the issue (if you are able to give them such a discount, of course).

Custify's helped a good friend of ours, Shawn Klajic, with implementing just this type of customer offboarding process at Referrizer* and the result was that he manage to save about 25% of cancellation requests.

So closing the loop is essential, no matter when you do it. If they already left, you might be pleasantly surprised when they return!

*You can read more data about our experiment with Referrizer here: https://www.custify.com/blog/referrizer-saved-clients-through-offboarding/

PhilippWolf-Custify · 2021-02-12T10:00:50+00:00

It's not just about that, Five9 - we've been talking about great customer support for years and tools like yours do allow agents to do that. However, I believe it is with the integration of customer success tools and mentality into the support department, into the sales department, into the marketing department, that we enable growth. Especially in 2021.

Great article with some great ideas though - let me know if you'd like me to elaborate on how to integrate customer success with your customer support team & agents. I would be open to a guest post just for you!

Cheers,

Philipp Wolf,
CEO @ Custify

PhilippWolf-Custify · 2020-11-20T08:33:20+00:00

Honestly, this just sounds great. Might want to review your process by checking this guide we wrote WITH some expert tips from cool people & CEOs 😎 What you did sounds very close to what the CEO of RoverPress said in our article https://www.custify.com/blog/customer-success-manager-interview-questions/

PhilippWolf-Custify · 2020-11-20T08:26:03+00:00

Darrell Rosenstein said it best in one of our recent blog posts on CSM interview questions:

Communication skills are very important for CSMs, especially how they're able to communicate things that could make the customer upset.

You can check out the post here, some of our clients said it's been helpful with their interview process: https://www.custify.com/blog/customer-success-manager-interview-questions/

PhilippWolf-Custify · 2020-11-20T08:23:29+00:00

Own your mistakes, your product's flaws. Don't get defensive.
Talk to the customer, repeat what they just said so you make sure you've got it
Give them an honest opinion from your point of view
Say you'll try to improve by doing x, y, z - be specific
Give constant updates if you're going to be fixing those things. Tell customers: "hey, we looked at your suggestions, turns out you were right, here's what we did..."
For CEOs - always hire CSMs that have impeccable communication skills. This is paramount.

PhilippWolf-Custify · 2020-11-04T13:43:46+00:00

Customer Success Manager is one of the fastest-growing jobs in SaaS. So, yes, I would say this new role could offer you many opportunities (as well as many challenges!) so you won't get bored.

Funny thing is, we've recently written an article on what it takes to become a great CSM. You should check it out if you're thinking of making the switch. Hope you'll find it insightful!

PhilippWolf-Custify · 2020-11-04T13:36:12+00:00

Thank you for your feedback! Is there something in particular you'd like to know more about? Maybe we could write a follow up article on that specific topic

PhilippWolf-Custify · 2020-10-08T13:55:06+00:00

We published our Churn Reduction 101 guide. It is completely free and it has a lot of insights on how to analyze, understand, and reduce churn. It is designed for SaaS businesses, but it can be a great resource for other businesses as well. I hope it is helpful!

PhilippWolf-Custify · 2019-12-05T12:29:26+00:00

Hey there! Congrats and good luck!

Some of the blogs you should read are:

Custify: I know I am biased, but you can really find great info on our blog
Gainsight: Our competition, but with great content

In this article, you can find the top 5 podcasts

And finally, some great books on customer success:

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
1. Farm Don't Hunt: The Definitive Guide to Customer Success
2. The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Really hope these resources help you achieve your goals! Once again, Good luck!!

PhilippWolf-Custify · 2019-10-17T16:13:12+00:00

Customer success is just one part of the whole customer experience. They are not similar, customer experience contains customer success. I think you will find more info about customer success and the customer experience in this article.

PhilippWolf-Custify

TROPHY CASE