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5 Tips to Make Your Customer Success Vectors Actual Vectors (KSIs Not KPIs)

79% of marketers state customer experience strategies need to focus on customer retention. Yet, according to McKinsey and Company, there’s too much focus on churn reduction with a lack of consideration on what the customer wants. When thinking about common metrics used in customer success – e.g. customer health scores – these are in-the-moment snapshots […]

The post 5 Tips to Make Your Customer Success Vectors Actual Vectors (KSIs Not KPIs) first appeared on Process Street | Checklist, Workflow and SOP Software.

Customer Success 2.0: The Essential Software Stack to Execute McKinsey’s Model

Research shows that a 5% increase in customer retention rates can boost profits by 55%. With this in mind, when it comes to customer success, it’s important you play your cards right to retain your customers. In this Process Street article, we draw from McKinsey & Company’s post, Introducing customer success 2.0: The new growth […]

The post Customer Success 2.0: The Essential Software Stack to Execute McKinsey’s Model first appeared on Process Street | Checklist, Workflow and SOP Software.

How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!)

To excel at customer success you need to understand your customer health score. According to a study by Gartner, 88% of Account Managers (CSMs) think they can grow by delivering a great service, which is reflected in your customer health score measures. A customer health score is a metric used to determine whether customers are […]

The post How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!) first appeared on Process Street | Checklist, Workflow and SOP Software.

What Does a Customer Success Manager Do? 8 Essential CSM Responsibilities

As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data. Customer success is […]

The post What Does a Customer Success Manager Do? 8 Essential CSM Responsibilities first appeared on Process Street | Checklist, Workflow and SOP Software.

What Is CX? Increase Revenue by 8% With Optimized CX Flows (+ Free Checklists)

Do you have a brand that you go back to, time and time again? If you do, what is it about this brand that’s captured your loyalty? I do not doubt that an exceptional customer experience plays its part. That is, think about how that brand makes you feel. Good huh? According to Bain & […]

The post What Is CX? Increase Revenue by 8% With Optimized CX Flows (+ Free Checklists) first appeared on Process Street | Checklist, Workflow and SOP Software.

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