how to Grow NRR on autopilot?
Grow Net Revenue Retention by tracking and taking preemptive action on the 1st- and 2nd-degree leading metrics that directly or indirectly influence the lagging reporting metrics: Net Revenue Retention and Customer Health.
The Digital CSM
The key differentiator is using Automated Digital CSMs in partnership with Human CSMs, Account Managers, and Subject Matter Experts (e.g., onboarding experts or analysts) across the segments. Personalize and curate Digital Resources and use Forms to collect data and meeting schedulers.
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Scale CS Programs not CS Teams
Drive Usage and Adoption for users, power users, operators, and executives.
Surface personalized and curated content for the right persona, at the right time in their customer journey, for the right customer maturity, right segment, user behavioral segmentation or persona, and any additional factors that you already use.
Curate, reuse, promote all your existing content including 1-to-many digital content, e.g., blogs, webinar recordings (webcasts), infographics, videos, and many-to-many digital communities and webinars.
Connect the best team member for the job at the right time using Calendly, ChiliPiper, GoodTime Meet, HubSpot, Google, and other online meeting schedulers.
A value driver is a top-of-mind concern that exists with an economic buyer/customer, whether you, the vendor, show up or not. Value drivers fall into four buckets: growing revenue, reducing risk, accelerating time-to-value, or reducing cost.
Churn because of a departing champion and poor onboarding is correctable.
In working with a number of SaaS portfolio companies, I have found that there are two causes of churn that occur more frequently than any others. They are failure to successfully onboard the customer and loss of the champion who drove the purchase.
Building relationships and sharing value and ROI with more users and executives at each customer and improving account and user onboarding goes a long way.
In fact, all 20 churn reasons are correctable.
Customers renew and are retained when they continue to use the product after the initial term. They may renew at a lower, same, or higher rate, affecting NRR.
Share value, ROI, and roadmap with line-of-business and non-line-of-business execs and economic buyers.
Drive self-service renewals and account-manager-assisted renewals.
Knowing how customers define Customer Success is the way to prevent churn. It will change over time, so ensuring that you’re in sync regularly is k.
Use cast.app automation and personalization to foster growth via revenue expansion
• Drive feature upsells, product cross-sells, add-ons, seats and licenses
• Drive self-service via pricing configurators and custom personalized forms
• Drive account-manager-assisted renewals, connecting them to customers automatically using Calendly, ChiliPiper, GoodTime Meet, HubSpot, Google, and other online meeting schedulers.
• Use Gamification and built-in Benchmarking techniques
• Introduce customers to open-source-, parther- and 3rd-party products — anything that improves your stickiness.
Customer Success is were 90% of the Revenue is.
Collect quick feedback without long survey forms, Overall Customer Satisfaction (OSAT/CSAT), Net Promoter Scores (NPS), Customer Effort Score (CES), ask the Product-Market-Fit (PMF) question, and automatically ask promoters for referrals the moment they give a high rating.
Also, integrate with survey platforms and prefill customer data and show them within presentations.
People are 4 times more likely to buy when referred.
Communicate with Customers with human-like content. Share personalized customer insights and tie them to actionable recommendations for each user.
Don't use big words. They mean so little.
The best marketing — does not feel like marketing.