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Want to focus on revenue growth this year? Then see how Mary Poppen says the key lies in Customer Intelligence in her interview below. https://medium.com/the-success-revenue-publication-by-revsetter/customer-intelligence-is-the-key-to-unlocking-revenue-growth-fe3b0f36245e
CS Leaders, think NPS isn't a good measure of success for your 2023 strategy? It's all about how you utilize it. In his blog post, Arvind Mehrotra offers several ways you can adapt this metric to your CS strategy. See what they are below: https://www.smartkarrot.com/resources/blog/power-of-nps-for-cs-strategy/
Want to start creating more customer advocates but need a little help? Then check out Rachel Provan's article on how to turn customers into Brand Ambassadors below! https://provansuccess.com/customer-advocacy/
Not every customer sent your way will be a good fit for your product. Some customers don't understand what your product offers, and others have the wrong expectations. The point? 👇 Even if you want to help them reach their desired outcome, you can't help some customers. This doesn’t reflect your ability to help them, but they’re not a good fit. Your next steps? 👉 Focus on your customers that can actually get value from using your product because no amount of helping and optimism will make you a good fit for them and vice versa. 👉 Work together 🤝 with sales so everyone’s on the same page about who’s your ideal customers. 👉 Take it a step further and start collecting data that lets your stakeholders see that X customer type isn’t who you should be targeting—or closing—because they’re most likely to churn, which costs 💲💲💲. Because it’s not your job to put out fires that were predestined to burn 🔥 but rather help the customers that you can.
When you’re trying to cross-sell or upsell your customers, there’s a difference between selling to and consulting them. Which should your CSMs focus on? In our micro podcast, find out what Brandon R Almendarez (Director of Customer Success, Lexipol), in conversation with Prithwi Dasgupta (CEO, SmartKarrot), says on this topic. 🎧 Micro podcast: https://www.youtube.com/watch?v=RosFjLqDzZo Do you agree?
Leaders, are you struggling to hire not just candidates that have the right skills but are the right fit for your company? Then listen in as Prithwi Dasgupta (CEO, SmartKarrot) and Srikant Chellappa (Founder and President, Engagedly Inc) discuss what it takes to build and grow winning teams below! 🎬: https://www.youtube.com/watch?v=_xXzjiB7bF4
Upselling your customers is the bread and butter of account expansion. 💥But it’s all about the timing.💥 So, when is the right time to have this conversation with your customers? 👇 Check out this short video on how to know when your customers are ready for an upsell discussion here: https://www.youtube.com/watch?v=_9GZwf6OROo When have you found is the best time to have “the talk” with your customers?
Churn sucks. But what gives? Why are your customers churning? And how can you get the answers you need to lower churn rates? Two words: Churn analysis In our blog post below, get a breakdown of what customer churn analysis is and how to conduct it here: https://www.smartkarrot.com/resources/blog/customer-churn-analysis/
