All posts in Customer Success


8 Account Management Checklists for Long-Term Customer Success

Retaining valuable customers is a necessity

In one of her hit songs, Adele famously sings the words “Sometimes it lasts in love, but sometimes it hurts instead”.

Minus the sentimental value, this also applies to the world of business. It is a simple reality that customers come and go and sometimes there is nothing you can do about it.

On the other hand, sometimes it lasts. Sometimes you can retain a customer for a long period of time and build a fruitful, trusting relationship that enables both of you to be more successful.

There has been some fascinating research done in recent years to highlight just how important it is to keep your customers happy.

Beyond the well-known Pareto principle that states 80% of a company’s revenue comes from 20% of its customers, Harvard Business School Professor, Sunil Gupta, has provided further evidence to show the importance of retaining customers that provide high levels of profitability.

Furthermore, Bain & Company have found that increasing customer retention rates by 5% increases profits by 25% to 95%, and it is widely agreed upon in the SaaS world that the cost of acquiring a new customer is anywhere from 5-25% more expensive than retaining an existing one.

Needless to say, making a concerted effort to retain your customers is just as, if not more important than acquiring new ones.

Execute account management processes flawlessly

Retaining customers, particularly high-value customers, is nothing short of essential for the growth of SaaS and other subscription-based companies, and to do so requires excellent account management.

That’s why we’ve gone ahead and created this set of checklists; to help you flawlessly execute various processes from conducting a thorough analysis of your competitors to the daunting task of preventing a valuable customer from churning.

Ever found yourself struggling with the sales-to-service handoff process or upselling? We’ve got those covered, too.

In this post, I’m going to provide a brief outline of each checklist and summarize why it’s a good idea to integrate them into your account management processes.

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What is a Customer Support Engineer? And How to Know if You Need One

customer support engineerThere are so many layers to a modern support team.

Some companies will have countless reps working hard each day to champion the customer and empower them to do what they need to do.

On top of that, you might have members of the support team who double up as part of the product design team; looking for niche use cases or areas where customers don’t find the product intuitive.

Support teams may even have specialized roles which look to help customers achieve certain business goals, rather than just guidance with the software.

In this Process Street article, we’re going to look at one of the unsung specialists of the modern age: the customer support engineer.

With the rise of SaaS products particularly, the customer support engineer has become a meeting point for customers, sales, design, and development.

A Jack or Jill of all trades!

We’re going to explore exactly what a customer support engineer is, what they do, and when or why you might need one!

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How to Build a Customer Feedback Analysis Process (with AI!)

The following is a guest post submission from Federico Pascual, co-founder and COO of MonkeyLearn.

Customer feedback doesn’t just come in through your site’s contact form – it’s everywhere.

You only have to search the Twitter handle of any product with more than a few hundred users to see that customers love to offer their opinion – positive and negative. It’s useful to be monitoring this and learning from it, but casually collecting feedback on an ad-hoc basis isn’t enough.

Startups thrive on feedback as their ‘North star’, and are constantly evolving based on what their customers request, break, and complain about. Enterprises also can’t overlook the fact that customers are what make any company tick, and must struggle harder than startups to stay relevant and innovate.

So, if you’re just collecting feedback ‘as and when’ it comes in, you’re missing out on data that’s just as important as page views or engagement. It’s like deciding not to bother setting up Google Analytics on your homepage, or not properly configuring your CRM; in the end, you’re deciding to not benefit from data that will have a transformative effect on your product strategy.

With a dataset of feedback – whether that’s from customer reviews, support tickets, or social media – you can dig into the words your customers are using to describe certain parts of your product and get insights into what they like, and what they don’t like. In this post, I’m going to show you how.

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The Best Chatbots to Automatically Qualify Leads and Waste Less Time

best chatbots headerIt feels like certain areas of tech are booming at the moment.

Everyone and their nan seem to be incorporating the blockchain into their startup pitches, voice interface devices are sweeping the globe, and chatbots are popping up left right and center.

It feels like part of the rise of chatbots is predicated on the long term potential behind the idea of a smart assistant who can effectively communicate by chat. But the reality of a proper AI assistant is still some distance away.

Nonetheless, chatbots have real world uses already. For some use cases, chatbots are proving to be an effective and affordable alternative to previous practices.

In this Process Street article, we’ll look at:

  • What are chatbots good for?
  • How KLM boosted customer interaction 40% with chatbots
  • What we do at Process Street with Intercom’s chatbot features
  • How to set up a simple chatbot with Chatfuel
  • 7 chatbot tools to check out today

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Hold Music: How to Increase Caller Retention by 98%

hold music

My doctor has the worst phone setup I’ve ever encountered.

Wait times are 30+ minutes, the phones are completely clogged after 10 am, and worst of all is the hold music.

A deafening din of distorted notes which at one point may have resembled “Clocks” by Coldplay. If it wasn’t for my own health, I would happily put the phone down and never ring them again.

However, unless you’re as vital to lives as a doctor, your callers won’t stand for the same treatment.

You need a solid game plan. The best hold music you can get your hands on. You need to entertain and hold their interest while they wait for someone to have the time to deal with their problems, or you can kiss that customer goodbye.

That’s exactly what this post will help you to do.

Read on to find out:

  • Why you need the best hold music you can get
  • Where hold music started
  • How different music affects our emotions
  • How to structure your hold system
  • Some tips to get the most out of your phone system

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Why Upselling is the Job of Your Whole Company, Not Just Your Sales Team

upsellingThroughout a customer lifecycle, it is important to take opportunities when they present themselves.

One aspect which many SaaS companies will be familiar with is the ongoing attempt to upgrade customers to the next level of billing.

The core method of achieving this is to add features and improve your product.

This provides provides greater value for the client and gives them more reasons to consider purchasing your services – resulting in an upsell which works for both parties.

I imagine most of you reading have bought something from Amazon at some point in time. Yet when Amazon offer a more premium delivery service with access to films and television shows many of you will have gone from occasionally using Amazon for purchases to being fully fledged Prime users!

Amazon offered greater value and you thought it was worth paying for. You were upsold.

But importantly, both you and Amazon came out of the deal as winners!

In this article, we’ll look at how different companies have utilized upselling to drive their business forward, and try to learn a little something from each.

Then we’ll take a more in depth look at how Process Street upsells its customers, and the importance of seeing this as a company wide effort rather than small aspect of sales.

At the end of the article, we’ll give you a free Process Street process template you can use in your business for upselling customers. This process is geared to be run by a member of the sales team to try to upsell a valuable client, and close the deal.

Checkout the snapshot below!

upselling process street checklist

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6 Retail Process Checklists to Slash Running Costs & Improve Revenue

Retail Process

Retail stores are a must for today’s essential items. Not every retail store is a success, though, many smaller chains find out that the retail business is tough. If you don’t have a plan in place to help you fight the problems then you will struggle to make your business a success.

With today’s ever-growing competition on the high street from bigger chains and smaller chains, you will find it difficult to win over customers if you sell similar sorts of products. Even if your business is making profits or continually selling products, are you sure on how to keep it going? Do you know the basics from cleaning the store to displaying it correctly?

Here at Process Street, we have created 6 retail process checklists to help you keep on top of your business. These retail process checklists can be used daily and are stacked full of helpful information aiming to make you succeed in the retail world. Continue Reading

9 User Onboarding Tools to Smash Your Revenue Targets

user onboardingEffective user onboarding can make or break your business.

Poor onboarding of new users will mean a high number of users unsure how to use your product or how to get maximum value out of it.

This leads to churn, and lots of it.

According to TechCrunch, one in four mobile apps are abandoned after the first launch while Andrew Chen tells us that 77% of users drop an app just 72 hours after download.

In order to run a sustainable business, you need to make sure that the potential new users who sign up for your service are able to quickly and clearly understand why they should keep using your product.

We need to keep users active and increase the proportion of users who are paying customers. Then we can start driving the business forward!

But how do we do this?

Experiment. No one on the internet will be able to tell you exactly what you need to do to make your product a success. You have to find out for yourself. You need to test and iterate, gather data and analyze. This is your route to building a brilliant product.

With all this in mind, this Process Street article is going to cover:

  • Why user onboarding is super important
  • The key user onboarding approaches different businesses use
  • Sujan Patel’s 6 onboarding experiments for ContentMarketer.io
  • Kevin Dewalt’s 4 steps to implement concierge onboarding
  • The 3 steps Process Street has taken to improve user onboarding
  • AND 9 tools to help you experiment with your user onboarding

Don’t say we don’t treat you!

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14 Top SaaS Companies Reveal Their Customer Success Process

Customer Success Process

People with ‘Customer Success’ in their job title haven’t been around for very long. They’re kind of like Sales, but not focused on selling. They’re a bit like support, but don’t deal with just any old tyre-kicker.

For products like a t-shirt, there’s no need to make sure customers get success. If they bought it, wear it and like it, that’s enough. SaaS, on the other hand, can be complex stuff. Customers are at risk of giving up on things they don’t understand, can’t figure out how to implement or can’t get the rest of their team using.

Customer Success teams are so vital for the health of SaaaS companies because, like Lua’s Jason Krigfeld says:

“We don’t sell boxes anymore. We sell services”.

That puts the customer in a position of power, and thanks to the death of vendor lock-ins, every day is an opportunity for cancelation.
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Scaling Your Business? Be Sure You Determine Customer Value

The following is a guest post from Sam Suthar, the CMO of Acquire.


Scaling your business is almost impossible until you know your customer’s value. Whether you’re going to scale a brick-and-mortar business or an online business, it doesn’t matter; it’s vitally important to understand what each customer is worth to your business.

Statistics by Unicom Group show that 50% of customers naturally churn every 5 years. Sadly, this number can increase if you fail to understand what the customer who signed up last night is worth.

Can you reduce your churn and increase customer retention rate?

Yes, it’s doable. Although very tricky. In the rest of this article, I will show you how to scale your business by first knowing the value of each customer.

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