Show Me Where It Hurts: the Customer Success Manager’s Diagnostic Guide to Business Pain

Posted by Kenny S. on Nov 17, 2017 10:19:29 AM

8 minute read

If customer experience is the new battlefield on which businesses compete with one another, then customer success (CS) constitutes the front line in that battle.

But to make the most of CS, we have to stop thinking of CS representatives as amped-up customer service providers and/or glorified account managers. We need to empower and equip them to think more like consultants than phone jockeys.

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Topics: Support

The One Big Thing You’re Probably Missing About Customer Success

Posted by Kenny S. on Nov 16, 2017 10:48:32 AM

5 minute read

We know that customer success (CS) has become a vital part of any business. The numbers don’t lie:

  • 80% of future profits will come from 20% of your customers.
  • It costs 5% more to acquire a new customer than to keep a current one.
  • A 5% increase in retention can boost profits by upwards of 95%.
  • 68% of customers churn because they think the brand doesn’t care about them.
  • 60-70% of customers will stick with a brand who handles customer service well, even if that means the customer doesn’t get their way.

This is just a small statistical snapshot of the realities which have made CS an essential part of the modern business world. The numbers make it clear that the best thing a business can do for itself is to focus on helping the customer succeed.

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Topics: Support

How To Transform Irate Customers Into Happy Ones

Posted by Bradley Chalupski on Nov 15, 2017 11:16:35 AM

3 minute read


Successfully handling irate customers and transforming them into happy ones is where the Customer Service Manager (CSM) really earns their stripes.

Unfortunately, this is easier said than done. Angry customers are not always the most rational bunch. Even if you’ve found a quick fix to a problem, an irate customer might not be in the best frame of mind to realize it. And if a customer asks for assistance with a particularly complicated problem, a resolution becomes just that much more difficult. Despite these challenges, it is the responsibility of the CSM to ensure that even the most frustrated and irrational of customers comes away happy.

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Topics: Support

5 Lessons Every Studio Can Learn from the Success of World of Warcraft

Posted by Charles Owen-Jackson on Nov 14, 2017 10:17:51 AM

3 minute read

To say that WoW is a great success would be a colossal understatement. For 13 years, it has maintained its place in the Guinness Book of World Records as the most popular MMORPG of all time. In fact, the astronomical success of WoW has transcended the world of video games to make a genuine cultural impact by spawning a South Park episode, and more recently, a movie franchise.

So, what is it about WoW that makes it so popular and able to thrive for so long in one of the fastest-moving industries of all?

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Topics: Gaming

Here's How To Handle Abusive Customers And Turn Them Into Happy Ones

Posted by Bradley Chalupski on Nov 13, 2017 8:45:27 AM

4 minute read

Successfully handling angry customers and turning them into happy ones is where the Customer Service Manager really earns her stripes.

Unfortunately, this is easier said than done. Angry customers are not always the most rational bunch. Even if you are lucky enough (and we use the term loosely) to have a quick fix to a problem, an irate customer might not be in the frame of mind to realize it. And if a customer has a complicated problem that needs solving, the task becomes just that much more difficult. Yet despite these challenges, it remains the responsibility of the Customer Service Manager to ensure that even the most frustrated and irrational of customers comes away happy.

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Topics: Support

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