Perhaps you have been exploring new products or attended a conference or two all focused around the concept of Customer Success. Maybe some products have promised to “empower your users” like never before, or “create evangelists” out of customers that will in turn, do your bidding and make you a lot of money. Perhaps you have received a record number of sales calls and emails, offering free Customer Success webinars or guides, and you are now wondering what this exciting new concept is, not wanting to miss out on anything.
The thing about customer success though is that it is not terribly complicated in concept. It boils down to three key points that you can say in a single sentence: Continue reading
At the beginning of my career in the SaaS world, I was 50% of our sales team. This was back at a time where every new sale meant that we could keep the lights on a little while longer and that we could pay our developers to build a new feature, so to say that there was pressure to succeed is an understatement. While I never considered myself a salesman, I actually got to be quite good at it, and one of my points of pride was a knack for getting responses to cold email outreach. My secret wasn’t complicated, I just did my research about the prospect and where their workflow bottlenecks were (based on prior industry knowledge), sprinkled in a tiny bit of flattery, demonstrated value in a very to-the-point, no fluff manner, then mentioned mutual clients that we had worked with (always careful to highlight one that was already in a position where the prospect wanted to be, business wise. This made the product a bit aspirational). I had a cold email response rate around 15%, which isn’t bad.
I had the fortune of discovering the Staple Singers in high school, the same way that most other suburban teens stumble upon good music at the point where their pimply, angst-y tastes can get no worse and guidance is so desperately needed; the cool art teacher.
Theme for this weeks mix is cover songs. I tried to pick some more obscure versions of well known (and not so well known) classics that may give the listener a new perspective on an old favorite. Some of these are faithful renditions of the original, some are a complete re-imagining that seem like a cover in name only.
I love the sport of weightlifting. It not only keeps me in shape, but it serves as a much deeper frame of reference to how I try and interpret life.
One of my favorite quotes on the sport and the pure honesty within something as simple as picking something heavy up, then putting it back down, comes from an essay called The Iron and the Soul:
The Iron never lies to you. You can walk outside and listen to all kinds of talk, get told that you’re a god or a total bastard. The Iron will always kick you the real deal. The Iron is the great reference point, the all-knowing perspective giver. Always there like a beacon in the pitch black. I have found the Iron to be my greatest friend. It never freaks out on me, never runs. Friends may come and go. But two hundred pounds is always two hundred pounds.
I briefly discussed the concept behind the Net Promoter Score in a prior post, but wanted to write a follow up after my first real experience with using it and the post-mortem, in which we interpret and analyze the data and create action items.
The first official NPS went to every user that created a support ticket within the past 90 days. While technically the NPS should be sent to a random sample of clients, this at least ensured that the recipients have interacted with and used our product, as not every contact is considered a user.
The Net Promoter Score is a very interesting concept, especially for those of us who are responsible for gauging user happiness, determining which feature sets are important, and predicting (and minimizing) potential churn. It is both simple in execution, yet powerful at the same time, and the outcome can open many new doors related to how you interact with to your customers. If you aren’t familiar with the concept of NPS I suggest you read the following few articles.
How the Net Promoter Score helps you benchmark customer loyalty.
NPS idea in brief.
Net Promoter system management philosophy.