All posts containing customer


The Importance of Core Values: How to Captivate Customers & Compel Teams

importance of core values

“Well-defined values don’t sound like the safe platitudes of a Hallmark card”Patrick M. Lencioni, Management guru

Lencioni also wrote that “Most values statements are bland, toothless, or just plain dishonest. [They] create cynical and dispirited employees, alienate customers, and undermine managerial credibility.”

For early stage startups, formal value statements are multi-functional; they should help your team understand and act on your internal best practices and empower them to make decisions that will benefit the company as a whole.

These values are the boundaries within which your business will operate in pursuit of its goals, and set the tone for day-to-day operations.

Think of core values as one of the three pillars of principle holding up your business operations; the other two being mission and vision.

In this Process Street article, we’ll explore why core values are important, how they align with mission and vision, and some examples of core values from other companies.

We’ve also got some statements from our own team about how they live and act on our own internal values in their day-to-day work.

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

what does a customer success manager do

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 vital to a company’s growth because customers are the ones that bring revenue. Although more popular in high-tech sectors, like SaaS product development or cloud services, the customer success manager (CSM) role is gaining more and more popularity in other businesses as well.

But you may be asking, what does a customer success manager even do?

A CSM’s role revolves around making sure customers get their desired outcomes while using the service/product, thus prolonging their life cycles.

In this Process Street article, I will walk you through a customer success manager’s tasks, from onboarding and training the customers, to reducing churn, dealing with critical events, getting and analyzing feedback from customers, and so on.

Read on to get a full 360-view of what the CSM role entails and why it’s so important for a company:

Let’s jump right in!
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Upgrade the Customer Journey with User Experience Maps and Reduce Churn

Upgrade the Customer Journey with User Experience Maps and Reduce Churn-03

This is a guest post by Ray Slater Berry, a freelance writer for Chameleon with over nine years of content marketing and social media experience. He specializes in product tech, travel, and SaaS. Ray is also a published fiction writer, with his first novel titled Golden Boy.

“Every dollar invested in ease of use returns $10 to $100.” – IBM, The ROI of UX

The above statement was made by the global business powerhouse, IBM. The company explains that it’s far more economical to consider user needs early in the design process than to try and solve them later. Based on the returns given in the above quote, we can calculate an ROI of 9,900%.

And considering the user needs early is exactly what a user experience (UX) map does, meaning creating an effective UX map has the potential to bridge the gap between business success and failure.

By understanding your user’s needs in the early stages of a design process, you’re more likely to consistently meet those needs, meaning a happy customer and reduced churn.

This is why we at Process Street have produced this article, your practical guide to user experience mapping.

Welcome and gather around the user experience campfire. Grab a marshmallow on a stick, a cup of something hot, and relax. Today you’ll learn the ins of outs of user experience maps and how you can create one in the leanest way possible.

Click on the relevant subheader below to jump to your section of choice. Alternatively, scroll down to read all we have to say regarding user experience mapping.

Once upon a time, in a land not so far from here…
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5 SaaS Renewal Best Practices (That Actually Work!) for Retaining Customers & Improving Renewals

saas renewal best practices

Every 28 days, a lovely Hermes delivery-person brings a crate of the world’s finest craft beer to my house.

But if it were up to me, I wouldn’t receive these beer boxes at all.

In early 2020, I tried to unsubscribe from [REDACTED] — a monthly beer subscription company — as I felt it was an unnecessary expense. I soon realized, though, that unsubscribing would be a Herculean task. There was no way to cancel digitally, and if I wanted to stop my subscription altogether, I’d need to ring them up during their (very limited) business hours.

Having to go through all that rigmarole dissuaded me from unsubscribing.

Annoyingly, I’m still receiving my delicious craft beers a year later.

These frustrating (read: unethical) tactics to stop customers from unsubscribing have been deployed by all manner of companies — from those in the food and drinks industry, all the way to those in the tech world.

And while it may seem tempting for your SaaS company to do similar, it’s nothing more than a quick win when, in reality, you should be focusing on improving the customer lifecycle. After all, it’s positive business-to-customer interactions that’ll stop people from wanting to unsubscribe in the first place.

That’s why, in this Process Street post, I’ll be discussing SaaS renewal. I’ll go over the definition of SaaS renewal, explain why customers think about unsubscribing from SaaS products, and provide you with actionable SaaS renewal best practices that’ll stop folks from hitting that unsubscribe button. (Providing you have one!)

Read through these sections to get in the know:

You’re about to become a SaaS renewal pro — let’s cheers to that! 🍻
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Customer Success Onboarding: Learn How to Improve Profitability and Reduce Customer Churn

Customer Success Onboarding Learn How to Improve Profitability and Reduce Customer Churn_1

90% of customers feel that the companies they buy from could do better when it comes to how they experience onboarding.

Customer success is about helping your customers understand and leverage the value of your product; you’re basically helping them achieve their goals. In a sense it’s one step beyond traditional customer support, taking a proactive approach to understanding and addressing customer needs.

A key component of customer success is making sure your customers are effectively onboarded.

Onboarding provides a unique opportunity for the CS team to nurture and address the key needs of a new customer, and an effective onboarding program can mean the difference between a long-term customer and a rapid churn.

For customer success teams to succeed with onboarding, CS managers should drive clear best practices and use well-structured processes to make onboarding as effortless as possible for everyone involved.

In this Process Street article, we’ll dive into:

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How to Reduce Customer Attrition During a Crisis

How to Reduce Customer Attrition During a Crisis

This is a guest post by Brayn Wills, the current Knowledge Management Specialist at ProProfs knowledge base. He is responsible for creating unique and relevant content on the knowledge base and keeping track of the latest developments in the realm of knowledge management. In his free time, he is either reading a new book or exploring offbeat destinations.

When a crisis strikes, it brings along daunting challenges that require businesses to reevaluate their strategies. One such significant challenge is customer churn. It can impact a business drastically if left unchecked.

Statistics show that, on average, most companies experience a monthly churn rate of 7.5%. If left unchecked, this can be catastrophic for a company’s bottom line.

A rapidly shrinking customer base means reduced profits that can have a severe impact on an organization, especially during a crisis. What’s more, crisis situations tend to exacerbate the root causes of churn, meaning businesses need to be extra responsive and attentive to their customers during these times.

While you cannot prevent all customers from leaving your company, you certainly can take concrete steps to keep customer churn in control.

In this post for Process Street, I will cover:

Read on to uncover the pragmatic ways to reduce customer churn during a crisis by understanding and providing value to your customers.
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Reach the Right People & Get the Right Result With a Customer Profile

customer profile

We’ve never met, but I know who you are.

You spend 90% of your day either in meetings or answering emails, so you’re incredibly short on time.

You’re a big believer in “moving fast and breaking things” but over-regulation, cyber threats, obsoletion, and the availability of key skills keeps you awake at night.

You check in with Twitter and Reddit daily to stay in-the-loop, and you’re a keen consumer of content that’s quick and easy to digest, from reputable sources, and provides clear answers to your questions. You hate waffle!

Am I close?!

Whether I’m right or wrong (and before this gets any creepier), I know all this because I’ve created your customer profile, or buyer persona if you prefer.

Organizations that use customer profiles to create and deliver content enjoy 73% higher conversions than those that don’t. So, I used market research and data to build up a semi-fictional representation of you.

I identified your common behavior patterns, discovered what your key motivations were, and established your biggest pain points so I could write a tailored post that clearly answers your questions, provides value, and delivers useful insights.

I won’t lie; this took a lot of time!

But was it worth it?

Take 10 minutes to read this Process Street post and get insights from the likes of Hiten Shah, Lincoln Murphy, and Tomasz Tunguz, learn how to create a customer profile in five simple steps, and find out:

Let’s “cut fast, cut deep”, and cut the crap.
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Customer Success Operations: How to Build Repeatable Processes to Scale and Grow

customer success operations

It was known as the email incident. An incident that caused an astronomical uproar throughout the office.

Names shall not be mentioned, but before Process Street I worked as a technical service advisor for an environmental testing laboratory. It was our job to deal with customer queries and complaints, to answer questions, and to make sure the service we provided met the customer’s needs.

The email incident: My colleague forwarded a customer complaint email to our manager, adding an inappropriate comment to display his frustrations with that said customer.

Unfortunately, this email ended up in the customer’s inbox too…

Oops!

Mistakes like will happen if you don’t have pre-established customer success operations to act as a form of process control.

Think about it, you’ll have optimized processes for production, sales, marketing, etc. But to effectively scale and grow, you’ll need to build repeatable processes for your customer success department too.

For many companies (72% to be exact, according to data obtained by Forrester), customer success is a top priority. This is because it’s well known that investing in a new customer is 5-25x more expensive than retaining existing ones – as expressed by the Harvard Business Review.

Make customer success operations your top priority by building and optimizing repeatable processes. And in this article, you’ll learn precisely how to do that.

Click on the relevant subheader below to get started. Alternatively, scroll down to read all we have to say regarding customer success.

Let’s begin!
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The Secret to Success: Process Street’s Customer Success Team Tell All

customer success team

I was once abandoned when I was six years old.

We were shopping in a busy department store when I decided to ride the escalator one more time, while my parents kept on walking.

Although I now know that my parents were completely oblivious to my own decision to take a solo trip down the escalator, I’ve never forgotten the fear, anxiety, shock, and anger I felt when I reached the bottom of the next floor down.

I didn’t know where to go, what to do, or how to find them again. I felt lost, uncared for, and cruelly abandoned.

Ok, so I wasn’t really abandoned and I was, in fact, entirely to blame for this incident – but I’ve never felt the same about escalators or busy department stores since. I still avoid both.

I’m sure we’ve all had similar “abandonment” experiences when we were kids, but maybe we’ve had some more recently too…

Feeling lost, abandoned, and unappreciated is the #1 reason customers move away from products and services and is why 52% of customers will never touch a brand again.

Humans are driven by feelings. So if you want the consumer to remember your product or brand, they must be engaged and impassioned by the interaction with your company.” – Inc, Harvard Professor Says 95% of Purchasing Decisions Are Subconscious

Not with Process Street though. Thanks to our customer success team, no customer of ours ever feels lost, uncared for, or abandoned.

How? Let’s find out together as we go through:

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Give Your Company a Competitive Edge With Customer Lifecycle Marketing

customer lifecycle marketing
This is a guest post by Jin Choi. Jin Choi is a writer who runs the MoneyNam blog. His favorite hobbies include learning about the newest trends in online marketing and lifting heavy iron at the gym.

The customer lifecycle consists of the stages that a customer goes through from the moment they become aware of your company to the moment they purchase your product.

It’s essential to apply the right strategies for each stage of the customer lifecycle if you want to maximize your customer lifetime value (CLV).

In order to build a successful company, it’s important to focus on the CLV.

Why?

Because repeat customers are nine times more likely to buy the same product from a new seller.

This Process Street guest post provides you with the tools to understand each of the stages of the customer lifecycle so that you can maximize the value of each and every customer you acquire.

Let’s get started. 🚀
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