eringilliam: customer-success*

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  1. With more than 23,000 employees and 130+ stores across France, Leroy Merlin is the leading DIY retail brand in France – in the market of home improvement and gardening. The brand is not limited to an in-store offer. Leroy Merlin France also has a strong digital ecosystem with a fast growing website.
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  2. How do you know your customers are really satisfied and have achieved their desired outcomes while using your product or service? How do you understand your customer churn rate and avoid losing your customers before they actually walk away? With customer success software, you can do exactly all those things and so much more. That’s why customer success teams, account managers, and sales executives often rely on customer success software to achieve amazing results.
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  3. “We want to give our customers all the tools they need to reach their goals on our online platforms. Be it from tracking their orders to ordering their preferred sneakers, their expectations need to be met online. Therefore we’re focusing heavily on providing self-service and online assistance when and where our customers need it. The customer should have multiple options to find answers to what they’re looking for.”
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  4. In today’s ever-accelerating digital world, most brands know that winning the battle for customers depends on exceptional customer experience (CX).

    A relatively new type of effort called customer success (CS) — particularly prevalent in the B2B tech sector — brings a set of parallel tactics that CX leaders in any market should pay attention to.
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  5. Consider the rise of customer success. Because 74 percent of consumers feel contacting customer service is a frustrating experience, few speak up until they’ve had a truly bad time. The trouble is, just one negative experience is all it takes to send more than half of consumers packing for a competitor.

    That’s why, instead of waiting for customers to call in, customer success managers monitor usage data like average session duration and login frequency. Although customers might hesitate to reach out about a page that won’t load, constant refreshing can signal that they’re struggling. Among U.S. adults, 87 percent want companies to proactively contact them before small issues turn into serious trouble.
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  6. "Growth for B2B is hard. It used to be that you could accelerate growth with huge customer acquisition. Ramping up your sales and marketing is not enough to sustain growth. Today, the best companies are growing through customer success. That’s why I interviewed Kia Puhm (@kiapuhm), CEO at K!A CX Consulting to talk about customer success."
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  7. When B2B brands buy software, sometimes that’s where the relationship with the martech provider ends. But here’s how those brands can leverage martech customer success teams in order to reach their goals. The vendors know B2B and B2C companies face unique challenges and opportunities, and therefore, their sales and marketing strategies differ.
    Tags: , , , , by eringilliam (2018-10-17)
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  8. Although 81 percent of CX leaders surveyed by Gartner this past July believe CX will soon be the basis on which their companies compete, only 22 percent say their efforts are exceeding customers’ expectations. If leaders understand the importance of CX programs, why are they struggling so mightily to deliver the experiences their customers want?
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  9. Unsatisfied customers are probably costing you a lot of money.

    The first step to overcoming this is to admit that you have room for improvement. The second step is to measure customer satisfaction to find out where you currently stand.

    Measuring customer satisfaction doesn’t have to be complicated or expensive. In fact, it’s fairly simple to incorporate customer satisfaction measurement into your current customer success strategy.
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  10. This article discusses the steps and necessary metrics to drive account retention and expansion:

    + Common issues facing Customer Success (CS) teams
    + How to resolve and prevent those issues
    + The process for resolving those issues
    + The leading metrics that ensure you’re on track to accelerate profitable growth
    + Resources (including a whitepaper and template) to put this system into action
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