We only talk about #CustomerSuccess | #CSOps | #CustomerExperience | #CustomerJourney
A QBR is a quarterly review meeting you hold with your customers. It is conducted to discuss their business and how you can add more value. In a typical quarterly business review presentation, you go through all the progress made in the last 90 days, outlining your plan for the next 90 days. This forms an essential part of the CSMs responsibilities for delivering a client’s business outcomes. I discuss a popular template available on slideshare.net site.
Below are some of the topics we cover in this video taken from one of my recent webinars. Its a topic many CSMs worry about but its very important that a CSM focus on working with the Product Management and Development teams collaboratively. I discuss some of the most effective ways to influence the product roadmap in favor of your customers.
Lets start with what is a Success Plan for those who may not know. Success Plans are used by CSMs to address changing environments, changing personnel and most importantly change in customer expectation. And since change is continuous and a never ending phenomenon so should be the Success Plans. Success Plans are living breathing documents that keep changing.
This blog provides details on the most important factors that lead to success for a typical SaaS Customer Success Management (CSM) team based on a study conducted recently in Europe and published in EPIEM conference proceedings. Some factors will surprise you.
In the future, human capabilities will be enhanced by a mix of existing, emerging, and nano-technologies. As technology becomes widely used and also due to rapid digitization partly driven by the COVID pandemic more and more is being written and talked about “Augmented Humanity”.
The short answer is - Not very important. It might be an over simplification but for startups and small but growing companies it is true. As growth drives more customers to your portfolio you should start looking for tech/tool help. For the small business (what this post is focused on) - It’s about partnering with customers throughout their journey so they realize great outcomes and achieve their goals.
Through analytics, you can gain insights into various aspects such as customer health and customer product adoption. Customer success managers have different data sets, including sales, onboarding, usage, etc. in the customer life cycle. This data is important to better understand customer behavior. Through proper data analysis, customer success managers can understand the needs of customers and understand them better and effectively. With the help of big data methods and tools, such as predictive analysis, artificial intelligence, and machine learning, it can help increase customer retention and increase customer upsells.
Process Mining Framework Proposed in Paper Today will take a quick look at this paper published recently by two leading business school professors. Reference is listed below. The authors in the reviewed paper provide a model that is intended for any one who is interested in mapping customer experience by clarifying the components of Customer Journey Maps (CJMs) .