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What Does A Customer Success Team Do? The Definition Of Customer Success In Technology

The first question I am often asked at customer meetings is: “What does a Customer Success (CS) team do?” It’s a reasonable question as CS programs run the gamut, from being a new name for account management to being a “churn prevention team.” But, for companies, making customers successful can often be forgotten in the rush to achieve internally focused results. My team and I look after the CS function for a small, but rapidly growing, disruptive, enterprise software company. As such, our long-term success is dependent on creating raving fans from the visionaries and pragmatists in our user community – so they can become change agents within their organizations. To support those individuals, visionaries, and pragmatists alike, CS teams need to understand what success really means to them.......

Top 5 Recommendations For Making CRM A Success

Poor user adoption is consistently cited as the main reason why CRM projects fail to deliver against expectations. Indeed, when Forrester Research asked companies about the top pain points they’d experienced when implementing a new CRM system, user adoption came top of the list. If you think about it, that makes a lot of sense. One day, users are happily working away on systems they’re comfortable with and know inside out. OK – these may have some limitations, but your users have come up with some highly creative work-rounds to get things done. And while these might seem time and labour intensive, from their perspective it all works – and ‘if it ain’t broke – why fix it?’ Then, out of the blue, they’re presented with a brand new shiny CRM system, given half a day’s training and told to get......

How To Reduce The Cost Of Starting A Website

If you are thinking about creating your own website, or one for your company then you have probably stumbled upon a fact that the prices are quite steep today. This article will help you to figure out how to reduce the cost of starting a website. Why Have Website Costs Changed So Much? Before I start to give out tips on how to reduce the cost of a site, you need to decide what kind of a website you want to develop. Because there is a huge difference in approach, depending on are you aiming to build a small website with the basic functions, or do you want a top of the line modern internet resource with all popular bells and whistles. From the beginning of the 21st century the prices for a basic website didn’t change much. But the average price tag on the advanced website has skyrocketed. By......

5 Ways To Build Customer Trust For Your Business

Many businesses often forget that the most important part is providing quality services and products to customers. Building relationships with former and potential clients is often necessary to making a business work. When you are considering how you can build more trust with buyers, you might want to think about where your business is failing them and how you can turn it around. Here are some reasons why customer trust should be at the forefront of your mind and how to develop it properly for your business. 1. Be Straightforward As with any relationship, being honest with your customers is an important part of creating trust. You don’t want to hide any problems that you might be having as a company, and being willing to be open and talk about some of the struggles and triumphs you face ca......

How To Improve Your Business Loyalty Programs

In the present age business world, there are hundreds of thousands of companies and all of these companies either have similar opinions or ones that fluctuate on a large level. Most companies have different ways to thank their faithful and devoted customers and clients, but all business owners are well aware of the importance of doing so. Several companies introduce specific programs, called loyalty programs, and the prime motive of this is to thank their loyal customers. It has probably been a decade or two, since loyalty programs were first introduced. What Is A Loyalty Program? A loyalty program is generally a company’s way of saying ‘thank you’ to a loyal customer who is known for making frequent purchases of the company’s products and services. Although it depends largely on the compa......

Promotions Aren’t Dead: 5 Ways To Use Them Correctly

You might think that the idea of promotions is dead and gone, and that you’re never going to find ways to connect with customers in order to develop trust and to sell your product. You’ve thought of nearly everything to get new people to be just as excited about your new product or service, but for some reason, it just isn’t taking off. The good news is that you actually can use promotions to benefit your business and that they can be one of the best ways to bring new customers in. Here are some ways you might want to consider it the next time you running a marketing campaign. 1. Advertise Well In Advance Throwing out a campaign just a few days before you plan on creating deals and discounts isn’t usually the best way to get your message across. While it might be better than nothing, it of......

11 Reasons Your Content Marketing Efforts Aren’t Working

So you went by the book (read content marketing best practices) but you don’t see any results? The good thing is that you did what you had to do. The bad thing? Maybe you didn’t do it right. Let us explore the many reasons your content marketing efforts aren’t working. 1. Your Writing Is By Amateurs There are many writers, consultants and marketers waiting to help. You can hire anyone for 10 bucks and you get a blog or posts for your social media accounts. There is nothing wrong with that. Except when you let them work in silos, that’s the problem. Content marketing is not just blogging or buffering a few posts a week. It is about creating the right strategy for your target audience. Hire experts and don’t be shy about increasing your content marketing budget. 2. Your Content I......

4 Ways A Customer Service Agent Can Be An Instrument of Success

The customer service agents that a firm staffs are an important part of the growing brand’s identity. A good inbound call centre provides empathetic agents willing to go the extra mile, with the long term benefit of improving support across the product spectrum. Bad support can be the first thing a new customer sees and the identity consumers come to remember a business by. Smaller companies often outsource these services to remain competitive, but a customer service centre can become a tool for sales and growth with the right priorities in place. Here are four ways where that good management can be indispensable to a business. 1. First Point Of Contact A good customer service agent is the first point of contact for the business, showing insight and technical understanding to fix the issue......

How To Increase Your Profits Through A Channel Partner

So you want to increase your sales and revenues? Yes, there are literally a thousand ways to go about this, but your first bet is always your direct sales team, right? You reach out to them, asking them to find more prospects, close more deals, and sell out more of your items.  But did you realise that there are other ways to go about this as well? There are so many other strategies which you may be overlooking or not paying enough attention to. The primary goal is to increase your earnings; how this is done is a concern, but if you are getting sales, anything works. Try to boost your sales through partner channels. When you cut deals with companies that sell similar products and services, your sales activity rises, you get revenues from new channels and you capture more opportunities that......

Putting The Customer At The Centre Of The Onboarding Process

First impressions are always crucial and when it comes to the financial services sector – its impact is perhaps more significant than most other sectors. This has historically come as a result of the sheer choice of service providers in financial services and the relatively low cost of switching between them. That’s why a great first impression from a financial services provider is crucial to helping ensure a long-term relationship, which can then be sustained by ensuring a positive experience at every customer touch-point. While many financial institutions are aware of this reality, their customer experiences still fall short. In a recent study by Forrester Research on the quality of client experience, investment firms and banks were ranked sixth and seventh respectively out of eight majo......

Breakaway Bitcoin Cash Plan: Benefits And Risks

The cryptocurrency, Bitcoin, has split in two as a ‘breakaway’ group of Bitcoin miners and developers plan to create a new network that increases the transaction capacity of Bitcoin. Currently, the Bitcoin network has a limit of 1MB block of transactions every 10 minutes, with a plan to scale Bitcoin by evolving it into a settlement network containing only large transactions. For smaller transactions, there will be a network of payment hubs run by organisations or individuals that settle on the blockchain; called the ‘lightning network’. While the breakaway plan is argued to be more aligned to the vision of Bitcoin’s original creator and potentially more safe as it doesn’t include a controversial feature to move the digital signatures of transactions off the ledger, it arguably risks the b......

Basket Anxiety: Why Are Online Shoppers Abandoning Purchases?

New research launched today has shed light on the online “basket anxiety” sweeping the nation. The study, which looked at the spending habits of 1,000 UK online shoppers, reveals nearly three quarters (72%) of British online shoppers have abandoned their shopping baskets on retailer websites and apps due to finding the payment process tedious or concerns over online security. Of those who have abandoned their basket mid-purchase, more than three-quarters (76%) cite concerns over sharing personal information with unfamiliar sites as a key reason. Three in five (59%) also say that going through additional payment steps had prevented them from completing a purchase. Despite these concerns, recent figures show more than £130bn was spent on online purchases in the UK in the last 12 months – a f......