The Secret to Successful Customer Onboarding
Customer onboarding has come up a lot lately, which is great since having a poor onboarding experience for your customers can pretty much kill your growth… if not your business.
Content: Article | Author: Lincoln Murphy | Source: Sixteen Ventures | Subject: Customer Related
Customer Success: The Definitive Guide
Whether you have a subscription business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. If you aren’t familiar with exactly how Customer Success is transformative, I’ll lay that out for you below in great detail in this guide.
Content: Article | Author: Lincoln Murphy | Source: Sixteen Ventures | Subject: Customer Related
Lincoln Murphy
Customer Success is when your customer achieves their Desired Outcome through their interactions with your company, which means Desired Outcome is foundational to Customer Success. And Desired Outcome has two parts — Required Outcome (RO) and Appropriate Experience (AX). If you focus only on the RO, customers will churn even if they get their RO because the AX wasn’t there. Without AX, you’re not doing Customer Success. … [ Read more ]
Content: Quotation | Author: Lincoln Murphy | Source: Medium | Subject: Customer Related
Lincoln Murphy
The easiest way to figure out what success looks like for your customer – before you can break that down into milestones – is to ask them.
- What is their Desired Outcome?
- How do they measure success themselves?
- How are they measured by their boss?
- What are they trying to achieve with your product?
But to be absolutely clear, you’re getting them to tell you the … [ Read more ]
Content: Quotation | Author: Lincoln Murphy | Subject: Customer Related
Lincoln Murphy
Customer Success isn’t about saving customers who are about to churn; it’s about not letting customers get to that point in the first place.
Content: Quotation | Author: Lincoln Murphy | Subject: Customer Related
Lincoln Murphy
Customer success is NOT about customer happiness. […] Your most successful customers – those least likely to churn and more likely to buy more over time – are generally your most demanding and they never seem to be happy. That’s going to seem like a problem if you don’t understand how things actually work. But if you understand that happiness isn’t your goal – success … [ Read more ]
Content: Quotation | Author: Lincoln Murphy | Subject: Customer Related
Lincoln Murphy
Most CRM tools aren’t actually focused on the “customer relationship,” but on the relationship with the prospect through the sales cycle. As soon as the sale closes, most CRM tools cease to be effective (or at least effectively used). But when the customer becomes the customer is when the hard work – and the real opportunity – begins.
Content: Quotation | Author: Lincoln Murphy | Subject: Customer Related
Lincoln Murphy
Customer Success is when your customers achieve their Desired Outcome through their interactions with your company. […] Customer Success Management is the proactive orchestration of the customer’s journey toward their ever-evolving Desired Outcome.
Content: Quotation | Author: Lincoln Murphy | Subject: Customer Related