One Millimeter Mindset

SEPTEMBER 6, 2018

That critical time-period, the post-sale handoff of the contract for execution, involves more than a digital document passing through a CRM. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. Everyone who takes care of the customer, post-sale.

Customer Retention 48

Customer Retention Sales CRM Customers 48

One Millimeter Mindset

JULY 9, 2020

Professionals involved in the post-sale care and feeding of newly-acquired customers. Also, the people who directly answer client questions throughout that customer’s life cycle. Including everyone who does not receive commission dollars (at all, or meager) for ensuring customer success. It’s about time.

Company 96

Company Sales Leadership Innovation 96

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. Best Customer Success Certifications 2021.

Customer Success 22

Customer Success Course Training Customers 22

SmartKarrot

OCTOBER 18, 2021

Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region. Collecting referrals from businesses when possible.

Customer Success 19

Customer Success Training ROI Metrics 19

SmartKarrot

OCTOBER 7, 2021

Role: VP of Customer Success Location: Miami, FL, US Organization: AutoLeadStar As a VP of Customer Success, you will provide the front-line relationship for a select group of customers on an ongoing basis, and liaise with external and internal stakeholders as needed.

Customer Success 19

Customer Success Knowledge Base User Experience ROI 19

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. He is a sought-after keynote speaker and a best-selling author on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

SurveySparrow

JUNE 30, 2023

Training and Development: These specialists play a crucial role in training employees across departments on delivering exceptional customer experiences. To ensure a consistent customer-centric approach across the organization, they create training materials, run workshops, and coach team members.

Customer Experience 52

Customer Experience Customer Journeys Self Service Customer Centricity 52

One Millimeter Mindset

OCTOBER 15, 2018

Then, we imagine how the initial and subsequent experiences with these customers eventually contribute to customer success. However, our next steps regarding customers with potentially overstated stories become critical to the outcomes we produce. Before moving another step forward with these customers, take a step back.

Roadmap 142

Roadmap Customer Success Leadership Customers 142

One Millimeter Mindset

SEPTEMBER 5, 2018

How are your best value added customer experience efforts sabotaged, both pre- and post-sale? What you do, when you are not actively selling, engineering, coding and serving, adds value to each customer’s experience of how it is to work with you. Start moving one millimeter forward beyond what is comfortable, today.

Customer Experience 96

Customer Experience Customer Retention Sports Sales 96

One Millimeter Mindset

FEBRUARY 21, 2019

Regardless of whether you are an inside or outside sales professional, the care and feeding of potential and current clients is critical. Your organization’s and your clients’ A customer acquisition and retention ecosystem exists. Well, the sales rep was OK. After all, how many sales reps tur n over each year?

Customer Retention 65

Customer Retention Sales Communication Groups 65

Seaton CX

MAY 16, 2024

When done correctly, the customer journey mapping process reveals the “Moments of Truth”—those critical interactions a customer has with your company that have an oversized impact on their experience and, ultimately, their loyalty. They didn’t discover anything new about customers!

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Extra marketing required to overcome negative word of mouth.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SmartKarrot

APRIL 20, 2022

From apparel brands to food delivery platforms, almost all B2C businesses offer loyalty programs; and a majority of them are a huge hit. The major difference is because of the businesses’ approach to the customers. . Let’s start with understanding what the B2B loyalty program is and how it works. Like what you are reading?

Loyalty Programs 11

Loyalty Programs B2B Loyalty Examples 11

One Millimeter Mindset

AUGUST 27, 2018

Innovative customer experiences stand out from what customers are used to experiencing. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?”. Customers cannot get you out of their minds.

Innovation 86

Innovation Customer Experience Customer Retention Sales 86

One Millimeter Mindset

FEBRUARY 18, 2019

A vestige of mass-production mindset, where employees are cogs in a wheel rather than a vibrant and dynamic part of business growth and customer success. A potent client retention strategy flattens the concept of customer acquisition and retention. ©2019 One Millimeter Mindset / Sales Aerobics for Engineers®, Ann Arbor MI.

Strategy 68

Strategy Guidelines Sales Customer Success 68

One Millimeter Mindset

OCTOBER 27, 2020

Engage me to present one of my One Millimeter Mindset Storytelling speaking programs, workshops or mastermind groups. . My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Course 117

Course Communication Groups Engagement 117

One Millimeter Mindset

SEPTEMBER 27, 2018

Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. Confusing Customer Service Delivery with Customer Experience Delivery? A Hopscotch Client Retention Strategy will not boost Customer Success. Contact me. Subscribe to my blog.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

One Millimeter Mindset

SEPTEMBER 17, 2018

If we continue to keep our heads buried in the sand, assuming “someone else” is taking care of our customers because we are too busy, then we are not creating remarkable and enduring client experiences. The types of experiences which fuel customer success and customer retention.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

SmartKarrot

JULY 30, 2021

Role: Customer Success Director Location: Remote, Boulder, CO, US Organization: arturo.ai As a Customer Success Director, you will manage all customer engagement activities, with a focus on enablement and adoption, facilitated by a strong relationship-building, product and industry knowledge, planning and execution.

Customer Success 10

Customer Success Ecommerce Customer Retention Government 10

One Millimeter Mindset

JULY 4, 2019

Storytelling Outcomes influence Post Sale Customer Expectations. Are You Creating an Impactful Customer Retention Team? The Customer Experience Glass remains at Half Capacity. Planning your next team, corporate or association meeting? Never miss another insightful post.

Customer Retention 59

Customer Retention Strategy Customers Technology 59

SmartKarrot

APRIL 15, 2021

Role: Customer Success Director Location: Remote, Minneapolis, MN, US Organization: Provation Medical As a Customer Success Director, you will serve as the customer-owner in all aspects related to customer health. Conduct detailed customer workflow analysis and identify customer success metrics.

Customer Success 10

Customer Success Customer relationships Customers Training 10

One Millimeter Mindset

JULY 31, 2019

Do you know the story of what happens to clients, after that new contract lands in-house, for post-sale execution? If you plan to renew that contract at a later date, perhaps it makes sense to become invested in that post-sale story. Or, that your organization’s pre-sale stories end up sounding too perfect to be realistic.

Customer Retention 75

Customer Retention Sales Customers Software 75

SmartKarrot

MARCH 18, 2021

Role: Director of Customer Success Location: Greater Minneapolis-St. Maintain a high level of customer satisfaction on a day-to-day basis. Collaborate cross-functionally within Egnyte to ensure customer success. Recruit and train a team of Life Science focused Customer Success Managers.

Customer Success 10

Customer Success Knowledge Base Customer Satisfaction Customers 10

One Millimeter Mindset

MARCH 18, 2019

Let alone experiences leading to customer success and customer retention? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. Yet, the same two-thirds of these workshop attendees tell me that the people sitting around the table do not know who they are and what they do.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

SEPTEMBER 10, 2018

How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution? I recently became “that” disgruntled customer based on lack of leadership communication across the organization. At the same time. Listen to my video , here.

Leadership 61

Leadership Communication Customer Retention Sales 61

SmartKarrot

MAY 3, 2021

Role: Client Success Director – Sales Location: Atlanta, GA, US Organization: BRKThru Digital As a Client Success Director, you will obtain a solid pipeline of active pending business at all times. Identifying potential customers through networking initiatives, cold-calling, and email communications.

Customer Success 10

Customer Success Customers Customer Centricity CRM 10

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Ellie: She’s a speaker, writer, and Senior Director of Customer Success at SAP Concur. Through hyper-growth SaaS companies, Ellie developed a fascination with the customer. Realizing the impact and the translated value for an organization, she created PictureCS (CliffsNotes for Customer Success Best Practices).

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

One Millimeter Mindset

JANUARY 7, 2019

After all, each story is about how working with you and your organization fuels their business growth, customer success and customer retention. Even if you are trying to close a deal and win a new customer, remember, your stories are retention-based. Learn how to better serve your customers.

Customer Retention 73

Customer Retention Customers Course Innovation 73

One Millimeter Mindset

SEPTEMBER 4, 2019

These compelling stories reside in the day-in, day-out values, actions and behaviors of employees, stakeholders and partners serving clients, post-sale. First, these employees responsible for ongoing customer success remain nameless and faceless. Next, their stories are dismissed as unimportant and insignificant.

Meeting 61

Meeting Sales Engagement Customer Success 61

SmartKarrot

FEBRUARY 3, 2021

Refine and continuously improve the company’s Customer Success methodology and framework. Drive efforts to develop and maintain Success Playbooks that organize multiple roles to guide clients through an ideal lifecycle. Work closely with Sales on opportunities to grow your customers.

Customer Success 10

Customer Success Competitive Advantage Case Study Roadmap 10

One Millimeter Mindset

JUNE 25, 2018

You just may be leaving customer care up to your customers. First, when sales people put on the pressure to fulfill their quarterly quota, clients go dark. Because chances are, end of quarter sales persistence represents the rare time the seller actually does contact that buyer. More details here. Subscribe to my blog.

Customer Care 47

Customer Care Customer Retention Innovation Sales 47

SmartKarrot

MAY 14, 2020

In this role, you will own, drive and manage the renewal process, which will include working with customers, partners, resellers as well as Contrast sales and customer success personnel. In addition, the CSM will identify and promote best practices for the management of a SaaS CRM program.

Customer Success 10

Customer Success CRM Customer Retention Customers 10

One Millimeter Mindset

NOVEMBER 22, 2018

Starting in 2012, I realized that while my Sales Aerobics for Engineers® Blog continues to win awards, the blog focuses on far more than topics which are exclusively sales-related. However, that little word, “sales” in the blog title, skews expectations about the Business Purpose behind the blog. ” I took my own advice.

Customer Retention 67

Customer Retention Sales Consulting Conference 67

One Millimeter Mindset

AUGUST 22, 2018

Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention. Often, realizing the impact of their own self bias on their professional development gives audiences and workshop participants reason for Pause. Contact me.

Exercises 51

Exercises Customer Retention Roadmap Innovation 51

One Millimeter Mindset

SEPTEMBER 3, 2018

Develop Your Professional Zen for Customer Experience Success [link]. 5 Questions to create a Collaborative Customer Experience Strategy [link]. Customer Success Storytelling leverages Customer Experiences [link]. Become Comfortable being Professionally Uncomfortable [link].

Customer Retention 50

Customer Retention Innovation Sales Customer Experience 50