A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. However, most companies do not offer great customer experiences.
“While virtually all customer success management initiatives start out as “churnfighters,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.”1
In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers…and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. That’s what we explore in Part 2. Reduce Churn and Prove Value Overall support demand grew by 10.6% in 2020.
That’s according to the Customer Success Association who tells us that being able to prove your worth in both directions is the most crucial aspect of determining success. Monitoring the return on investment (ROI) for the customer is therefore a vital capability, and in the other direction, driving recurring revenues for your company. The CSA advises that Value Management functionality should also include.
A playbook for delivering the ultimate customer service experiences The customer experience is the new marketing. That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book, Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.
Marketing to your chosen demographic is important, particularly for a growing business; choose the right target market and effectively market your product to those individuals, you’re on the path to success. It’s an essential component of the company business plan, but what is a B2B Buyer Persona, and why is it an important component of your company? What effects can misrepresenting Buyer Identity have on your business?
This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Part 1 explores the transition of support from a reactive transactional model to a more proactive and preventive approach.
In Part 1 of this three-part series we introduced the new report by ServiceXRG and TeamSupport. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Part 1 explored the transition of support from a reactive transactional model to a more proactive and preventive approach.
ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.
“Every opportunity that a company has to celebrate something, no matter how small or large that something is, they really should take advantage of it to lift the morale of the employees.”1 That’s what Matthew Jarzynski, vice president, human resources, Synergy, advises businesses as 2020 works its way into the history books.
