There’s been a lot of talk lately about getting to the next level of customer success by helping customers meet their desired outcomes. This trend is so strong that The MIT Sloan Management Review found many examples of companies basing their pay structures on usage, outcomes, or a combination thereof. And they said companies are […]
Existing customers are more profitable and easier to sell to than entirely new prospects according to a study by Bain & Company. Increasing customer retention by as little as 5% increases profits by 25-95% while the probability of selling to an existing customer is 60-70% versus 5-20% for a new prospect. Your current customers buy […]
We all want positive feedback, but sometimes we don’t get it. Receiving negative feedback isn’t necessarily a bad thing since only 1 out of 26 unhappy customers complain and the rest churn. So, it’s certainly better to receive negative feedback than have an unhappy customer go to a competitor without telling you there’s a problem. […]
Let’s face it–no one woke up this morning wanting to buy more software. But if there’s a significant benefit, you can build a convincing case for your proposed change. And, as it is with any initiative, you need to present your initiative from the standpoint of the person(s) you are persuading. You know your CRM […]
