Ari Klein is one of those rare people who is equally comfortable discussing the finer points of human relationships as industrial engineering. Balancing between customer needs and product requirements, Ari builds customer success programs that tow growth and product strategy in their wake for companies like CrowdFlower, and currently, DocSend. But my favorite thing about […]
In this final post in our series of Customer Success war stories, we have a sterling example of success. Rachel English, Zuora’s Director of Insights for Customer Success, doesn’t have a fail story. Why? Because she takes planning ahead out of the realm of science and straight into art. You could pretty much cut and […]
Here is Part 2 of our series, Customer Success Failure: How the Pros Lost Customers (and Learned from it). Pros share their stories of losing, or almost losing, an account. Their lessons learned can help you develop your Customer Success function and improve retention rates. Sometimes, you can save a client relationship (and make it so […]
Welcome to a 3-part series, Customer Success Failure: How the Pros Lost Customers (and Learned from it). Pros share their stories of losing, or almost losing, an account. Their lessons learned can help you develop your Customer Success function and improve retention rates. Some say the mark of success isn’t that you never fail, but how […]
As a product manager, your vision drives the heart of your company. You might be responsible for the product development roadmap, strategy and features, or even marketing and competitive market analysis. Because you wear so many hats, you’re the best person in your B2B company to form bridges between departments usually kept separate, including: product […]
Think of NPS, or Net Promoter Score, like rocket fuel. If you leave it alone, it won’t do much. But when you load it into a responsive, proactive, customer-driven company: blast off.
In 1853, U.S. Commodore Matthew Perry (no, not the Friends actor) sailed to the shores of Japan to strongly suggest (with several gun-laden vessels) that the ruling shogunate open Japan’s ports to outside trade. For 200 years, Japan had embraced a policy of near total isolation from the West, but with the Industrial Revolution fresh out of the oven, even isolationist Japan couldn’t ignore the benefits of trade. What does this history lesson have to do with Product Managers and Customer Success?
“Net Promoter Score,” also known as NPS, is the metric of choice for measuring customer loyalty. The magic lies in the answer to one simple question you’ll find on almost every company survey: “How likely are you to recommend us to a friend or colleague?”