Posts tagged: customer success

  1. How to Quantify the Impact of User Onboarding on Churn and LTV

    An interesting question was posed to us on Quora this week - what’s the impact of user onboarding on the total lifetime value of a customer? We brainstormed a bit internally, and came up with the answer below - essentially, it’s a hard thing to work out but…
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  2. How We Built Our Analytics Stack For Customer Success

    For any modern SaaS business, analytics play a critical part in the day-to-day operations of the company. With few offline operations, every decision - across strategy, sales, marketing and product - will likely be informed by the analytics data being held. When we work with clients to help them with…
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  3. Why Which? Magazine got it all wrong on 2015 call centre survey

    The June 2015 edition of the venerable Which? magazine has a feature assessing call centre satisfaction ratings. For those not familiar with it, Which? magazine is something of an anomaly in the modern, sharing, online world. It is a subscription only magazine and online site. It takes no advertising allowing…
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  4. How Kayako’s #custserv stories reminded me why I started Nickelled.

    Every once in a while it feels good to remind yourself why you got into the business in the first place. Building up a new company is fun and challenging and engrossing in equal measure. It can be so engrossing at times that you can lose sight of the original…
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  5. Full-stack employees: how to bring sales, marketing and success teams together

    The ongoing convergence of customer-facing teams is happening to such a degree that we have to wonder is there any real significant difference remaining for many industries. The traditional three pillars of marketing, sales and support are becoming so blurred that the only remaining clear difference in many cases is…
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  6. Is today’s tech making marketing and customer support your killer sales team?

    One of the key trends that we are seeing in 2015 is the breakdown in the distinction between marketing and customer support. This is definitely a strong positive both for the consumer and for the business, and a shift away from the previous trends where new customer acquisition was given…
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  7. Q&A with Luke Todd from Gumtree

    We sat down with Luke Todd who’s head of customer operations at Gumtree (http://www.gumtree.com) in the UK, to get a look at where he thinks customer service is heading in the future and the Gumtree approach to leveraging technology to help meet the needs of Gumtree’…
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  8. 3 unusual examples of customer education

    Getting customer education right is a valuable tool to achieve customer success. Customer education comes in a variety of flavours and the most effective forms are dependent on your customers, your product or service and your resources. Here's 3 great, but unusual, examples of different companies using customer education to…
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