The Customer Success Maturity Model Part 2: “Operationalize” Capabilities (Constructing Your CS System)

Education Services Group

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize.

Guide to Keeping Your Customers: 24 Customer Retention Strategies


Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers.


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Improving Customer Retention: Synergy Between Marketing, Sales, and Customer Service


When you boil down any business with great reviews, it’ll naturally reduce and separate into three simple categories: marketing, sales, and customer service. These three divisions are the cornerstone of any company with happy customers. Preventing Customer Upset Before it Occurs.

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Your Game Plan for Customer Retention During Uncertain Times


As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. 1. Optionality: Uncover your customer’s needs. 2. Connection: Talk to your customer.

Four Steps to Increase Customer Retention

CSM Magazine

In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. The ability to retain customers is based on how well your internal operations run. While it’s important to smile and be nice to customers, it’s a good idea to make sure that your internal systems are able to consistently perform at optimum levels. Do you want better customer retention? Customers are impacted by your internal processes.

5 Top Customer Service Articles For the Week of September 7, 2020


Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We We need to hang on to our customers’ is reverberating around boardrooms all over the country right now. Some customers aren’t worth doing business with, or as she writes, “Hanging on to.”

Rants of a Customer Success Analyst – The Why

Education Services Group

The memory is vivid: a dark blue piece of construction paper, a fresh unused roll of tape in a handheld dispenser. I remember the uncertainty in my mind placing the first piece of tape on the construction paper—starting at the top left corner and ending at the center.

Rants of a Customer Success Analyst: The Chase in Customer Success

Education Services Group

The commute this morning was long—typical combination of traffic and Cincinnati construction. Stop chasing a Customer Success platform that doesn’t do what you need it to do. You have customers today who probably never should have become customers. The Reason.

What is the purpose of customer experience management?

ViiBE Blog

What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. What's the meaning of customer experience management (CEM)? Why track customer experience analytics? ViiBE Blog.

What is CRM integration and why is it useful?

ViiBE Blog

Call Center , Customer experience , Remote operations , Technology. Automotive , Construction , Energy , Insurance , SMB , Transport. Your CRM strategy is what defines the levels of your customers’ satisfaction and allows for lasting customer loyalty and sustainable customer retention.

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5 Top Customer Service Articles of the Week 2-21-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Are Lifelike Digital Humans the Future of Customer Experience? My Comment: Is this the future of customer service? It also adds to the customer experience.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

The Customer Success Maturity Model Part 3: “Transform” Capabilities (Optimizing CS)

Education Services Group

In the third installment of our three-part series on the ESG Customer Success Maturity Model, I’ll share the characteristics it takes to Transform your CS organization into a proactive, predictive powerhouse (look at that alliteration!) of customer happiness and retention.

How to Predict Customer Churn—And What to Do About It


In fact, by becoming familiar with the causes of churn and using data to identify its warning signs, it is possible to predict and reduce customer churn. The following (not exhaustive) list gives some of the most common causes of customer churn: The service does not offer the customer value .

Secondary Effects of Churn: Part 2 of 2

Education Services Group

1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. 3 Accept that the customer lifecycle is not infinite. 4 Simply not annoying your customer isn’t good enough.

ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services

Education Services Group

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. Up to two additional hours of Digital Customer Success consulting.

Incorporating Social Media and Social Listening into your Voice of the Customer (VoC) Strategy

Education Services Group

Your customers are talking about you. The most effective Customer Success organizations (and entire companies) are paying attention to what their customers are saying about them. But you can’t just wait around for your customers to gush (or complain!)

3 Customer Renewal Strategies that Work in Uncertain Times


The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. With a strong customer relationship, you and your customers should be able to work together to plot a path to success during this time and beyond.

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In-App Engagement Software: Your Friendly Neighborhood CS Tool

Education Services Group

How many CSMs would it take to walk each and every one of your new customers through a detailed tutorial of your product, one-on-one? Now, how many would it take if you grow your customer base by 50%? Hiring an army of CSMs to cater to your customers’ every whim?

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle


As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

How Well Do You Understand Your Customers’ Health?

Education Services Group

What do you know about your customers’ health? I’m talking about understanding your customers adoption of, and reliance on, your product. What does a healthy customer look like for you ? If not, we construct an offline dashboard to ensure you’re getting the information you need.

What's the Difference Between Customer Satisfaction & Customer Effort Score?


When we work with future clients, we often get a lot of questions about customer experience metrics. We don't have a universal measurement that every company can use to improve customer experience. The best customer experience metric for a business depends on that business. So lets get started: how should you decide between customer satisfaction and customer effort when evaluating specific interactions with your company? Using Customer Satisfaction.

at the hollows – Customer Experience Review


I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. I am therefore well overdue to write a new Customer Experience Review about another restaurant – a very different restaurant that delivers a very different experience. There are MANY organisations who are owned and run by people who rarely put themselves in front of their customers.

Just tell me the truth! Who are the ‘winners’ of the ‘can customers really trust’ them Olympics?


If there was an Olympic gold medal for ‘not telling the truth’, commercial organisations (companies that customers interact with on a daily basis) may well be at the very top of the podium. Customer friendly it is not. I recognise I am painting a very negative picture that accuses entire industries and professions of being untrustworthy – it is without doubt that there are genuine, authentic, customer focused mechanics, dentists, plumbers, lawyers and so on!

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!


It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have. The stories I share are intended to be authentic and constructive so that the reality of good and bad experiences can be explained.

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company


I am often asked how I find so much to write about on the subject of Customer Experience. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to life the effect (good, bad or indifferent) that Customer Experiences really do have. A quick review of their website fills the prospective customer with a semblance of confidence. Our customer journey continued very positively.

What is the biggest risk your Customer Experience program can pose to your business?

Satrix Solutions

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business.

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Customer Success vs. Customer Support: What Are the Differences?


Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect. Customer Success

The Power of Remarkable Support


Providing a great and easy to use customer experience is the rising tide that floats all ships. In fact, a recent Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customer Support

How to get your Customer Success Tech Stack in Order

CSM Practice

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Customer Success is a rapidly evolving function. Revenue is there, where Customer Success is.

Customer Success Roundtable: Customer Maturity Scoring Model

CSM Practice

Our latest Customer Success Executives Roundtable was brilliantly led by Liz McChrystal, Ph.D., During the session, Liz highlighted the tremendous impact of creating and leveraging the Customer Maturity Scoring Mode l has had the expansion selling as well as new business deals.

7 Best practices for a Customer Journey Map!


It’s not always easy to navigate through the customer success process. Customer success, like any other tricky-to-navigate sector, requires a map. A customer journey map can help with this. What is a Customer Journey Map? Benefits of a Customer Journey Map.

Customer Success Checklist for 2022


While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. Here we have jotted down the essential strategies to be included in your Customer success checklist for the year 2022. Customer Success

25 Conflict Resolution Strategies for Customer Service


Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment.

Digital Transformation in Customer Service – Why You Can’t Afford to Ignore it (Part 1 of 3)


However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. Meeting customers’ digital expectations. When Digital Transformation Meets Customer Service.

Putting Humanity in Contact Centers

Customer Relationship Metrics

This results in higher profits, lower costs, higher customer retention and referrals. They share that Purpose is a key driver of recruitment preference, discretionary effort, and employee retention. The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Customer Disruption. A successful brand is now determined by the customers’ experience and relationship.

How Customer Experience Depends on Listening and Responding


Listening and Responding to Customer Feedback. A great customer experience lives in a similar construct. It requires both a company and its customers to step outside of themselves. Think of a customer. At that point, the customer is well outside of his or her comfort zone, floating in a space of anxious exploration. Cater to the customer''s individual need? That''s why it''s so important for companies to listen and respond to their customers.

Top 5 Best Practices to conduct Customer Exit Survey.


It’s never easy to learn that a customer is about to leave. When properly organized and implemented, a customer exit survey offers a unique opportunity to dive deep and uncover valuable information that can lead to meaningful churn-prevention insights.

Three reasons why real-time customer feedback is now essential.

customer sure

Covid-19 has disrupted life for you and your customers, and the changes aren’t subtle, they’re seismic. It’s changed how companies have to deal with their customers, and it’s created huge uncertainty for customers. What is real-time customer feedback?

Artificial Intelligence (AI) + Customer Success =Prescriptive Customer Success!


Most SaaS firms see Customer Success as a necessary evil. Customers buy your product to achieve their goals. It is the responsibility of the customer success team to ensure that a customer makes a repeat purchase. What’s the issue with customer success tech right now?