OK, we all know how important it is to let data guide customer success priorities and decision-making. But how often does that actually happen? With 71% of customer success professionals…
It appeared everything was fantastic with Ingrid’s customer success team. Net retention, up. Complaints, down. THEN, her biggest account churned. The account had no open tickets. And NPS scores were…
The feature you dropped last week was stunning. It solved a market problem you wanted to solve a year ago. And that user interface? Intuitive … modern … so much…
What benchmarks does your customer success team have for 2021? Increased revenue? Reduced churn? An active customer base that’s eager to engage with your brand? Attainable? Yes. Easy? Not exactly….
Having a customer advocacy program is like having your own sales team on tap … one that actually pays you. But for most companies, you have to put in the…
We may dread receiving negative customer feedback. But at least it’s actionable. When customers go radio silent on you, on the other hand, it’s virtually impossible to get a read…
Whether you’re managing one account — or 100 — we’re guessing you wouldn’t mind simplifying your to-do’s. With UserIQ Tasks, that’s now possible. Available in the new UserIQ Lab, customer…
Customer churn costs businesses billions of dollars in lost revenue each year — and the stakes are arguably even higher for Software-as-a-Service (SaaS) companies that heavily rely on recurring revenue…
Winning a new customer should be a time for celebration, but as any Customer Success team member can tell you, it’s just the beginning of the user journey. You need…
Health scoring programs give you a clear picture of how strong your customer relationships are at any given time —- except when they don’t. Just about every customer success professional…
2021 is here and the customer success industry is wondering what’s in store as we exit one of the most tumultuous years in modern memory. How will COVID-19 affect CS…
How healthy are your customer relationships? Any number of factors can impact how customers feel about your brand, for better or worse. Even seemingly trivial or innocent missteps can create…
How familiar do these customer success scenarios sound? Your quarterly renewal forecasts have been more art than science — you simply need more accuracy. Or, you want to understand why…
Among the “certain” things in life: Death. Taxes. Churn. The latter of this group costs U.S. businesses an estimated $136 billion a year. But what if, as customer success professionals, we…
For new UserIQ CSM Rachel Parks, her “meta” role as a CSM helping other CSMs with CSM software makes things easier. And harder. “They know my pain points,” Parks says….
Did you know that “customer success specialist” is the sixth fastest-growing job title in the United States? According to LinkedIn’s 2020 Emerging Jobs Report, customer success roles — like a…
Marketing should own customer marketing, right? “Marketing” is literally in the title, after all. No contest! But wait. What about the “customer” part? Should Customer Success own it? Depending on who…
Passives really are the middle child of the NPS family. Because they’re not as happy as promoters — or as much of a churn risk as detractors — they’re often…
So, your marketing programs are humming along. You have a strong pool of leads. Your persuasive sales team turns a good chunk of those leads into closed deals. You’re cruising,…
Since joining UserIQ in 2019 as a Customer Success Manager, Daniel Hao’s focus has been improving the onboarding experience. In addition to that task — and becoming a certified CSM through…
