All posts by Jane Courtnell


How to Manage a Successful CS Transformation to Be More Customer-Centric

How to Manage a Successful CS Transformation to Be More Customer-Centric-04A recent Deloitte study found a mere 30% of respondents stated customer success was a strategic priority by the board of directors. Only 26% reported official business communications to regularly mention customer success.

At Process Street, we find this concerning. Technological advancements and the rise of Industry 4.0 are altering the business landscape. Businesses are facing new pressures, with changing customer demands and expectations as the biggest catalyst altering how business is done. To respond, organizations need to focus on customer success (CS).

Businesses need to lead a successful customer success transformation, one that means they’re more customer-centric. In this Process Street article, I explain how organizations should do this in three simple steps.

With that said, let’s jump straight to it!
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Why Excel Sucks for Employee Onboarding (You Could be Losing Millions)

Why Excel Sucks as Employee Onboarding Software-04 (1)

Employees in a well-structured onboarding program are 69% more likely to remain at the company after 3 years.” – Society for Human Resource Management (SHRM), 2010 Employee Benefits

1 out of 25 employees leave their new job due to substandard onboarding experiences.

In contrast, a good employee onboarding program can boost employee retention by 69% after 3 years.

Process Street is dedicated to helping our users improve their business operations, and employee onboarding is a prime focus area. On this, we’re surprised to learn that some of our customers have been using Excel for employee onboarding.

According to Harvard Business Review, companies – on average – lose 23% of their new hires after one year. A more thoughtful approach to employee onboarding can dramatically improve this statistic for your organization; and for that, we say, get off Excel.

“…a lot of B2B productivity products are competing with Excel sheets and other products that are totally not built for the specific problem they solve.” – Bram Kanstein, Tech Out Loud, The Product Before the Business by Bram Kanstein

In this Process Street article, you’ll learn why Excel sucks for employee onboarding, and why workflow management solutions offer better onboarding solutions.

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5 Tips to Make Your Customer Success Vectors Actual Vectors (KSIs Not KPIs)

5 Tips to Make Your Customer Success Vectors Actual Vectors (KSI Not KPI)vector-01

79% of marketers state customer experience strategies need to focus on customer retention. Yet, according to McKinsey and Company, there’s too much focus on churn reduction with a lack of consideration on what the customer wants.

When thinking about common metrics used in customer success – e.g. customer health scores – these are in-the-moment snapshots designed to communicate the likelihood of churn. They do not consider what it is the customer wants to achieve and whether they are on track to achieve this. To do this, you need customer success vectors.

A customer success vector gives the here-to-here journey a customer has with you, detailing where they are at today, where they will be tomorrow, and where they want to go.

In this Process Street article, I’ll explain what a customer success vector is, and why you need to supplement your customer experience metrics with vector measurements. You’ll learn how to ensure your customer success vectors are actual vectors with my 5 top tips. By the end of this article, you’ll be able to leverage success vector results to drive growth from the customer’s perspective, and consequently, from the perspective of your bottom line.

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Customer Success 2.0: The Essential Software Stack to Execute McKinsey’s Model

Customer Success 2.0 The Essential Software Stack to Execute McKinsey's Model_-01

Research shows that a 5% increase in customer retention rates can boost profits by 55%.

With this in mind, when it comes to customer success, it’s important you play your cards right to retain your customers.

In this Process Street article, we draw from McKinsey & Company’s post, Introducing customer success 2.0: The new growth engine. What’s more, thinking about customer success, we ask, how can you ensure you’re implementing customer success 2.0 strategies?

To help you get started, I’ve put together your essential software stack to execute customer success 2.0. Using this list, you can easily execute the five critical elements that’ll instill a customer success philosophy in your organization. But before all, let’s quickly recap the basics, and define the difference between customer success 1.0 and 2.0.

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How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!)

How to Have a Customer Health Score Beyond Just NPS (Which We Know 46% of You Use!)_Rev2-04
To excel at customer success you need to understand your customer health score. According to a study by Gartner, 88% of Account Managers (CSMs) think they can grow by delivering a great service, which is reflected in your customer health score measures.

A customer health score is a metric used to determine whether customers are healthy or at-risk of dropping off. Customers with high health scores are high-value, repeat customers – this comes hand-in-hand with business growth.

In this Process Street article, we give you 7 vital indicators you need for determining customer health. We then explain how you can use these indicators to calculate customer health score values, before looking at examples of customer health scoring in practice.

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Let’s start scoring!
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How Content Allies Saves $5000 a Month Using Process Street To Manage Their Core Operations

How Content Allies Saves $5000 a Month Using Process Street-01 (1)Content Allies is a B2B podcast networking service which seeks to empower clients by helping them build meaningful relationships and grow their customer base. Podcasts are used as a key marketing channel.

We spoke to CEO Jake Jorgovan to find out how Content Allies uses Process Street to slash business costs, improve efficiency, and drive business growth.
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What Is CX? Increase Revenue by 8% With Optimized CX Flows (+ Free Checklists)

What is CX Increase Revenue by 8% With Optimized CX Flows Free Checklist_1Do you have a brand that you go back to, time and time again?

If you do, what is it about this brand that’s captured your loyalty?

I do not doubt that an exceptional customer experience plays its part. That is, think about how that brand makes you feel. Good huh?

According to Bain & Company, businesses that invest time and effort to optimize their customer experience (CX) flows, experience above-market revenue growth between 4-8%. With the vast choice of products, services and brands available, exceptional customer experience comes as the ultimate seduction and differentiation for businesses to stand out above competitors.

In this Process Street article, you’ll learn how to engage your customers at every point in their journey with you. You’ll learn how to consistently create a service with a smile, a product to praise, and a beloved brand.

Learn from the best as we take a glimpse into the CX operations used by the likes of Netflix, Microsoft, and of course Process Street. You’ll then be given 5 tips on how you can optimize your CX flows, taking into account the changing business landscape, and the impacts of digitalization on customer behavior and experience.

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7 Steps To Procurement Management To Optimize Processes Responsible for ~70% of Revenue

procurement management

Procurement directly impacts an organization’s bottom-line and can be responsible for 70% of revenue. With this in mind, it’s important to get procurement right.

The world of procurement has undergone tremendous changes in the past couple of years. Changes of particular importance when thinking about procurement management include:

  • Digital transformation: With 85% of organizations believing that this digital transformation will change the way they deliver services over the next 3-5 years.
  • Thinking about suppliers beyond price: With a greater focus on supplier synergies. The importance of supplier visibility regarding the procurement steps is realized.
  • Moving to effective change management: Organizations focus on a smooth change management plan, with procurement leaders agreeing change management is the biggest roadblock to achieving procurement goals.
  • Risk management and preparing the unexpected: With transparent procurement systems reducing risk exposure. Only 65% of procurement leaders have little or no visibility in their supply chain.

With this in mind, in this Process Street article, we explain how you can create a procurement management solution that leverages a digital transformation (using Process Street as your procurement management software), thinks about suppliers beyond price, and incorporates effective risk and change management.

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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.

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Once upon a time, in a land not so far from here…
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89% of Execs Swear By BizOps for Advanced Decision Making in Their Org (Plus Checklists!)

89% of Execs Swear By BizOps for Advanced Decision_1Every 20 seconds, $1 million is wasted globally through poor investments that don’t align well with a given organization’s goals and strategy.

This is according to a 2018 Pulse of Profession (PMI) report. The report also indicated that organizations waste 9.9% for every dollar invested due to poor strategic goal delivery.

Yet, as a solution to these business woes, 89% of executives say BizOps could significantly improve strategic decision-making by improving collaboration between IT and business teams.

The startup bizOps buzz is reimagining older, already pioneered bizOp practices used by the likes of Yahoo, Google, and LinkedIn. Startups are using bizOps (otherwise knowns as business operations) in a more generalist role demanding rapid execution and a larger scope of responsibilities.

Tech startups such as Slack, Dropbox, Ziprecruiter, and (of course) Process Street, are recruiting for and building out their Bizop teams.

But what exactly do we mean by bizOps in this modern world, and how has the concept been reimagined for the startup culture and mentality?

In this article, you’ll learn what bizOps is, from the day-to-day operations to the core activities. We’ll then discuss the importance of bizOps, using real-world examples to display the role in action. Find out how to apply BizOps as a startup or as a large enterprise to significantly improve strategic decision-making in your business.

Sound good?

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