Post by ratna479 on May 18, 2024 8:48:35 GMT
Leaving your subscriber base can be very insightful. Chapter 13: ninth law, drive customer success with rigorous metrics. Ultimately, the customer success area must generate results for the business. To do this, you must start by defining what success is for the supplier and the customer and choose the best metrics to guide the delivery of these results. On its journey towards maturity and generating results, the company goes through five phases: 1. Initial – the work is carried out through the heroic actions of committed people; 2. Replicable – the process is already disciplined and reiterates previous successes; 3. Defined – the process is documented, standardized and integrated; 4. Managed – begins systematic measurement and 5.
Optimized – continuous improvement takes place. In the measure phase , three metrics must be explored: 1. Customer behavior (nps, log in, product use); 2. Activities of the customer success area (frequency of interactions, support Bahamas Phone Number volume, promptness in identification of risks, effectiveness in mitigating risks) and 3. Business results (gross retention, net retention, expansion, retention rate, satisfaction, nps). Chapter 14: tenth law, is a commitment from top to bottom of the entire company. Customer success is first and foremost a work philosophy that understands that the company's survival and prosperity are closely linked to the customer's success with the purchase they made. And this impacts all areas and their central questions: product (which attributes will really help the customer achieve their goals); sales (which customers tend to be good fits for our solution); marketing (what messages reflect the value we deliver); finance (which metrics reflect value to our customers).
And the first steps on this journey should be: 1. Define success; 2. Structure yourself based on this objective; 3. Listen to the customer success team; 4. Prioritize customer success; 5. Empower the customer success team; 6. Measure customer success; 7. Make metrics visible; 8. Create incentives for customer success: 9. Challenge the company to achieve its goals; 10. Celebrate success and for all this to happen, the ceo must be personally committed and committed to the challenge. Chapter 15: the rise of the chief customer officer. Wikipedia defines the cco as the executive responsible, in customer-centric companies, for the organization's total customer relationships. At a time when subscription businesses were not so common, this professional's role was more linked to customer experience and in some companies he is considered a substitute for the cmo.