In our 5th “quick ones” article, we’re honored to interview Catherine Wells, the customer success manager at Thinkific.com. Thinkific is a platform that helps people build, market and sell their online courses – without any pre-course building experience needed. With customers ranging from individuals creating an online business as an extra gig, to full-time instructor and organizations – Thinkific needs to provide a positive and frictionless experience to all different levels of technical experience and different needs. As a product that guarantees effortless course building that suits all, customer success … Read More
In our 4th “quick round” article, we’re honored to interview Helen Shaw, a customer success manager at Unbounce. Unbounce is the leading platform for building landing pages. Thanks to its easy to use interface and pre-made templates, even non-technical marketers can create high converting landing pages in no time. If you’ve ever used Unbounce, you’ve experienced how well-thought out and how much they care about their relationship with their users. Want to learn how Unbounce utilize customer success techniques through their entire user’s life cycle? Read Helen’s answers below to … Read More
A customer just signed up for your product and is giving you the chance to give him a good first impression. In that moment, you have to make sure you set their expectations high and communicate with them how your product can meet their goals. Not only does the first impression need to be a smooth experience, it should also be engaging. If they signed up, tried out your product, and never came back, you lost them forever.
Though still under-hyped, User Onboarding has the biggest impact on your customer’s Lifetime Value (LTV) and churn rate. I’ll keep it short and simple – if your onboarding process sucks, your new users will churn faster than you can say “I’ve read ‘Lean Startup’ by Eric Ries and it changed my life”. The biggest challenge of any product is convincing users they should stick around and give you a chance. Odds are against you as it is. If your onboarding process isn’t good – you’re setting your product growth up … Read More
Customer Success Management (CSM) has become a huge trend among many startup and tech companies. Still, there is a lot of confusion about what the role actually entitles. In its rock-solid foundations, the CSM’s job is to ensure that customers will achieve success with company’s product. If done right, helping users succeed over time, will build a loyal user base for your product or service.
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