CRM

Putting the “Customer” Back into CRM - What to Expect in 2016

When you think customer lifecycle, you may automatically think CRM. To date, CRM technologies and the business processes that support it, have excelled at managing all the communications and engagements with a buyer leading up to the point of initial sale. But that’s not the whole lifecycle.
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Customer Adoption & Loyalty Study

How to Avoid Squandering the Most Critical Days for Customer Success

ServiceSource conducts a lot of research on customer success, one of the most popular pieces of research (by far) is about the 90/10 rule of customer success. The 90/10 rule states: “If an individual user doesn’t become loyal within the first 90 days of being provisioned, then there is only a 10% chance that they ever will.”
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Customer Success Charter in 7 Steps

7 Steps to Create a Customer Success Charter

Managing recurring revenue has never been more complex. Don’t fall into the trap of taking a silo’d approach, where your teams are working on redundant projects with the right intentions, but with limited results or scale. You need a holistic approach. Unfortunately, that can be easier said then done, as each department has their own challenges, goals, and processes. If teams end-up pulling in different directions, the experience can be awful. For your customers, that is! Creating a Customer Success Charter ensures that everyone across the company understands the customer journey and their role in the customer experience. It ensures that customer-centricity is part of your corporate DNA, and not just a buzzword.
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Customer Journey Mapping

Deliver Value and Create Successful Customers with Customer Journey Mapping

Customer Success teams and organizations are a hot trend these days, but one of the biggest challenges that you can face when making your organization more customer-focused is having business processes that are built around functional silos. Your customers demand a seamless journey across all touch points, but your organization’s hierarchy and cost controls can get in the way of decision making and delivering value throughout the customer lifecycle. This becomes painfully apparent when you start a customer success initiative or look to implement changes to lower the cost to serve and increase customer lifetime value.
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Are You Ready for the Next-Gen Customer?

Are You Ready for the Next-Gen Customer?

I recently caught up with Ray Wang, Principal Analyst at Constellation Research and ServiceSource’s Chief Customer Officer, Ashley Johnson as they were preparing for their upcoming webcast on January 14 about “Serving the Next-Gen Customer.” Randy: Hello and happy New Year Ray and Ashley. As companies begin 2015, what should be top-of-mind for CXOs
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What’s the Next Big Thing at Dreamforce ’14?

What’s the Next Big Thing at Dreamforce ’14?

Dreamforce ‘14 is just around the corner. What will we be talking about (aside from Bruno Mars – if you’re a fan) when we return home from the conference in October? Last year, Salesforce launched its Salesforce1 Customer Platform at Dreamforce. Since then, Salesforce has built out a partner network The post What’s the Next Big Thing at Dreamforce ’14? appeared first on SourceTalk.
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The Customer Health Score – Valuable Strategy or Missed Opportunity?

The Customer Health Score – Valuable Strategy or Missed Opportunity?

Assigning a health score to customers can be a valuable business strategy– helping you find customers that are likely to churn or that are good candidates for an upsell. But when it comes to health scores, the big question is: how good is the health score at predicting customer behavior? The post The Customer Health Score – Valuable Strategy or Missed Opportunity? appeared first on SourceTalk.
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