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Customer Success: The Definitive Guide in 2020

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One of the most widely known concept, yet comparatively unknown and inexperienced to most marketers and organizations. According to a Digital Adoption Report, it is estimated that “More than 60% of organizations realized customer success as a formalized field in the last two years, until then relying on third-party consultants and experts to define their business strategies”.

Customer Success or often referred to as “Customer Buy Success” is a proactive art of creating a seamless experience for customers to achieve their potential desired outcome or reactive support through business interactions by making the entire customer journey objective and resolution-led.

Bain & Company defines – “Customer Success initiatives when collaborated with key management principles can lead to an increase in profits of a company by 95%”.

Difference Between Customer Success And Customer Service

To understand the difference between these two terminologies, we’ve to understand what customer success used to mean earlier and how it got transformed into the next version 2.0.

Version 1.0

Earlier customer success focused on mitigating the management related risks and improving the customer’s overall journey.

Version 2.0

However, the updated version of customer success recognizes customer experience and success as and beyond a growth engine where customer needs and value may vary according to businesses. Thus, adopting a more comprehensive, cross-functional approach that is customer-focused and aligned to improve the customer’s overall journey and retaining the customer simultaneously.

Mission & Objective – The vital difference between the two terms based on mission and objective are:

Customer success is concentrated on investing within the long-term, building the lifetime value of consumers through consistent support and investing in their business as if it were their own.

On the opposite hand, customer service focuses on winning the one-time transaction. Helping a customer in need who has issues with their account, the software, or any function that involves your business.

“Your customer makes their own success. By accepting that, you put the customer first.

— Brian Gladstein

Approach – Customer success is concentrated more on empowering customers to succeed together with your product or service within the future, instead of solving issues within the short term.

Meanwhile, Customer service is your second acquisition test behind actually acquiring that customer within the first place, making it an important role within the success of any given customer or company.

Focus Areas & Metrics – In essence, customer success teams are focused on helping customers achieve greater value and are genuinely seeking to enhance their business. Success teams specialise in preventing conflict from happening, giving customers the facility to enhance their business, and developing systems that help customers to seek out continual success.

Whereas, Customer Service or Support roles generally fall into conflict resolution, responding to tickets, answering phone calls from struggling customers, and responding to all or any customer concerns.

Customer Service can be regarded as the baby steps to help in the overall customer success journey. Without customer service, customer success is null and void. If you’re a new customer buying a product from a company, you’ll likely need or expect the after-sales support or services in one way or another.

Why Customer Success Is Important?

The first interaction with customer support or service is going to be critical in determining their propensity to continue doing business with you.

In a study published in 2010, it was calculated that – “82% of consumers would bail on a corporation after one negative experience with customer service.”

While “51% of consumers will never return to a corporation after having a bad experience in customer service.”

Not only will one bad experience cause people to leap ship and test other brands, products, and services, but it often also seals your fate: losing the customer permanently.

“Until you know what it takes to achieve success from your customers’ perspective you will just waste valuable time.

— Jason Whitehead

Customer Success is crucial to any business as bad customer service will have a reach twice as huge as a good experience, but it will take 6 times your good and positive experiences to make up for that bad one.

Customer Success is not only about the communication strategies but also the business processes you induce to keep proving your business value to your customers.

As it is often said, it can either “make your business or break your business.”

How Do You Succeed in Customer Success?

There are various ways or elements that businesses opt to succeed in Customer Success ranging from developing a solution-based platforms to team building models to improve the customer’s overall journey and experience.

Here are some of the points that you can implement to succeed in Customer Success:

1. Solution Focused Approach In order to manage all your communications and interactions with your customers and business clients, you’ll need to build and implement a solution-focused customer success approach for your team to communicate all business interactions with existing or potential clients. These solutions can be anything ranging from software or tools required to connect to your customers in real-time and ensuring fast response, resolution, and success is derived to keep your customers happy.

2. Team-Building Approach – To manage all your business interactions, you’ll also require a team or group of people having knowledge with the customer success field to assist the existing customer base and potential new customers. The number of employees you hire will largely depend upon the size of the organization you have and how many customers you serve daily. Team building approach will not only drive your business to profits but also ensure customer experience, success, and service all at one time.

3. Formulating Strategies – One of the crucial most factors in deriving customer success is how as a business you formulate or bring about the strategies to build a larger customer base and simultaneously ensuring ROI and profits. The strategies will solely depend upon the services/products you sell and provide and what is it customers desire from your business or offering.

One such strategy plan as an example is shown below:

  • Identification of customer’s end goals and objectives
  • Establishing a team-building approach
  • Implement a solution-focused approach to interact and communicate with customers
  • Identify your short-term and long-term goals with a set of expectations
  • Estimate your strategy and share with your larger team to get everyone on the same page
  • Analyze the output responses/results you get from implementing the above strategies
  • Edit/Modify based on above results to further grow your business

4. Customer-focused approach – A customer-focused approach or strategy will not only help your business and team to effectively manage but will also help you in assisting your customers, ensuring the already-set expectations are met and aligned as per your customer. It also focuses on dynamically building your business as per customer needs that are ever-changing in nature to let you evolve your business and not dissolve.

“Smart companies have realized that customer loyalty is the most powerful sales and marketing tool that they have.

— Bill Price

5. Educating and Spreading Awareness with your Customers – By recognizing and anticipating your customer needs prior to what they expect and ask will help in ensuring the sustainability of your business. With the help of a solution-focused approach, you’ll not only provide better resolution but will also retain your customers. By creating a knowledge platform for your customer, success will be assured.

6. Improving Customer Journey – As a business, you can onboard your customers with various guiding steps or knowledge to ensure a seamless journey throughout. It is a great way to delight and make your customers happy by providing various pieces of trainings, tools, resources, and knowledge platform they require to start with.

7. Better Communication within departments and team – You can ensure smooth and noise-free communication within your departments and team to help and route your customers to the appropriate position. Proactive and Reactive support based solutions like enabling chat-bots or secure messaging to customers to help with their queries.

8. Promoting Customer Loyalty – A business can ensure loyalty by providing customers with delightful and positive experiences so that customers feel satisfied and come back to buy your product or service. An effective royalty or loyalty program giving customers discounts/benefits can help your customers to sustain and retain your business.

How to Measure Customer Success?

A well-run customer success program involves many parts of a corporation’s overall success journey. As such, there’s a spread of knowledge that will help organizations measure the worth of their customer success initiatives.

The initial lines are needed to be focused on the measurement value gained by the customer. A customer that knows what proportion they’re taking advantage of their usage from your product or service is extremely unlikely to keep customers moving up the worth path.

Here are some of the tools or techniques you can use to measure customer success:

1. Customer Success through KPIs (Key Performing Indicators) – There are a variety of the ways through which you can measure and assess the success or failure of a customer success program, i.e. – through Key Performing Indicators (KPIs). Whichever KPI your business uses, it’s important to stay in mind the importance of measuring value delivered to both customers and the organization.

2. Customer Success through Churns – Churn in simple terms means, if you’re willing to spend ‘X’ amount of value in deriving your product cost, then you’ll definitely require ‘Y’ value to spend on retaining your customer.

Customers come, customers go—it’s an unfortunate state for any business but a reality and necessary part of any business. As a performance metric, though, customer churn is often highly useful in understanding the explanations why customers churn, it will help your business to measure on why customers retain from the service you provide to them.

“Customer success is about more than delivering service or support.

— Bill Price

3. Customer Success through Net Promoter Score (NPS) – For any organization, the extent to which its customers would recommend their product or services is a crucial metric, which gets measured with the help of Net Promoter Score.

NPS measures this sentiment or part of customer’s feedback and provides an aggregate score for companies to keep an eye on which further analyses which part of your customer will provide a negative, positive, or neutral feedback. This often helps you in projecting potential new customers and customers who are no longer part of your services or products.

4. Customer Success through Customer Effort Score (CES) – CES or Customer Effort Score is a method used by organizations to measure a customer’s perceived level of ease at various points throughout the customer journey to understand the level of loyalty your customer offers to your brand or offering.

Gartner, a research organisation states“CES is 25% more predictive of customer loyalty than other subsequent metrics.”

CES also helps in building a new customer base, retaining existing clients, and overall sustaining your business.

Conclusion

While “Customer Success” as a term and a movement might be relatively new, however, most of what’s covered in this definitive guide of 2020 certainly isn’t new. What’s new in this point around is that it has each of those things we as a customer do, the tactics businesses create to build a new customer base, and roll up under the umbrella of Customer Success.

Not just the organization of the Customer Success initiative, but the overarching Customer Success concept within a corporation is all about having the whole organization aligned around this idea of customer experience, success and service.

I believe through this guide, you’ll create initiatives or invest in technology to form each of these items thereon, and if you are doing so you’ll be happier than if you didn’t, but without a top-down list from the organizational alignment or rallying around Customer Success will fail to require hold during a real and meaningful way.

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Law

Revving Up Your Legal Defense: St. Louis’ Elite Motorcycle Accident Lawyers

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Handling the repercussions of a motorcycle accident can be as difficult as traversing a winding, unfamiliar road. In St. Louis, where the bustling streets can pose a myriad of dangers to motorcyclists, securing the right legal representation is crucial. The difference between a basic legal service and elite advocacy can significantly impact the outcome of your case.

Specializing in understanding the unique challenges and prejudices motorcyclists face, not just on the roads but also in the courtroom, a St. Louis motorcycle accident lawyer becomes an indispensable ally in your corner.

Tailored legal strategies are what set apart elite St. Louis motorcycle accident lawyers. Recognizing the nuanced differences between motorcycle and car accident claims, these professionals delve into the specifics of each case, crafting approaches that address the unique dynamics of motorcycle riding, the vulnerabilities of riders, and the uphill battle against biases in the legal system.

By leveraging their specialized knowledge and experience, they ensure your case is presented with clarity and persuasiveness, aiming for the maximum compensation you deserve.

Unraveling the Complexity of Motorcycle Laws

St. Louis’ landscape of motorcycle laws is intricate, with regulations that differ significantly from those for standard vehicles. Elite motorcycle accident lawyers in this city possess an in-depth understanding of these laws, ensuring that every facet of your case is handled with precision.

They are adept at identifying legal nuances that can play a pivotal role in your case, from helmet laws to right-of-way regulations. This expertise is crucial, as it can influence both liability determinations and the compensation you’re entitled to receive.

Furthermore, these attorneys are continually updated on legislative changes that could impact your case. Their proactive approach to legal trends means they can adapt strategies swiftly, ensuring that your defense is always one step ahead.

This level of legal acumen is invaluable in securing favorable outcomes, demonstrating the importance of choosing a lawyer who specializes in motorcycle law and its complexities.

Advocating Against Bias in the Courtroom

Motorcyclists often face an uphill battle in the courtroom due to ingrained biases and stereotypes. St. Louis’ premier motorcycle accident lawyers are well aware of these challenges and are equipped to counteract them effectively.

They employ strategies to dismantle misconceptions, presenting evidence that highlights the responsible riding habits of their clients and the legitimacy of their claims. By addressing these biases head-on, they work to ensure that juries and judges view your case objectively, without prejudice.

These legal professionals go beyond mere representation; they champion the rights of motorcyclists, advocating for fair treatment in a system that can often be skewed against them. Through compelling argumentation and evidence presentation, they strive to level the playing field, ensuring that your case is judged on its merits rather than motorcycle-related stigmas.

This commitment to justice is a hallmark of St. Louis’ top motorcycle accident attorneys, reflecting their dedication to their clients and the broader riding community.

Maximizing Compensation Through Expert Negotiation

Securing maximum compensation for motorcycle accident victims is a complex process that requires skilled negotiation. St. Louis’s elite motorcycle accident lawyers excel in this domain, using their deep legal knowledge and strategic prowess to negotiate with insurance companies and opposing parties.

They understand the tactics used by insurers to minimize payouts and are prepared to counter these strategies, advocating vigorously for the full compensation their clients deserve for medical expenses, lost wages, and pain and suffering.

These attorneys are not just negotiators; they are skilled litigators prepared to take your case to trial if necessary. Their reputation for achieving favorable verdicts adds leverage during negotiations, often leading to higher settlements without the need for a court battle.

This dual capability ensures that you have a powerful advocate on your side, one who is committed to securing the best possible financial outcome for your recovery and future.

Dealing with the Fallout of Severe Injuries

Motorcycle accidents often result in severe injuries that can have a profound impact on victim’s lives. St. Louis’ top motorcycle accident lawyers understand the medical and financial challenges these injuries can pose.

They work tirelessly to ensure that your compensation covers not just current medical bills but also future healthcare needs, rehabilitation, and any necessary long-term care. Their approach is holistic, considering the full spectrum of your recovery needs to secure a settlement that truly reflects the impact of the injuries on your life.

In addition to legal representation, these attorneys often collaborate with medical professionals to build a comprehensive understanding of your injuries. This collaboration is key to presenting a clear and compelling case for the extent of your damages, ensuring that every aspect of your physical and emotional suffering is accounted for.

This meticulous attention to the consequences of severe injuries underscores the commitment of St. Louis’ motorcycle accident lawyers to their client’s well-being and recovery.

Ensuring Fair Treatment in Insurance Negotiations

Dealing with insurance companies after a motorcycle accident can be a daunting task. Elite motorcycle accident lawyers in St. Louis specialize in handling these negotiations, ensuring that their clients are treated fairly and receive the coverage they are entitled to.

They have a thorough understanding of insurance law and the tactics insurers may use to deny or undervalue claims. By representing you in these discussions, they protect you from potentially exploitative practices, advocating for your rights and interests throughout the process.

Their expertise also includes identifying and pursuing claims against all possible sources of insurance coverage, including those of at-fault parties and any underinsured or uninsured motorist coverage you may hold.

This comprehensive approach to insurance negotiations is designed to maximize your recovery and alleviate the financial burden of the accident, showcasing the invaluable role of experienced legal representation in these scenarios.

Championing Rider Education and Safety

Beyond their role in the courtroom, St. Louis’ motorcycle accident lawyers are advocates for rider education and safety. They understand that promoting safe riding practices and awareness can play a significant role in preventing accidents.

Many of these attorneys work closely with local motorcycle clubs and safety organizations, participating in events and initiatives aimed at educating riders on the importance of safety gear, defensive riding techniques, and the latest in motorcycle technology.

This commitment to safety extends to their legal practice, where they often emphasize the role of proper training and equipment in both preventing accidents and mitigating injuries. By championing these causes, St. Louis e accident lawyers contribute to a safer riding environment for all, reflecting their dedication not just to their clients but to the broader motorcycle community.

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Finance

Tips for Dealing with Insurance Companies in Florida Accident Cases

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Dealing with insurance companies after an accident in Florida can be challenging. It’s important to know how to navigate these interactions to ensure you get the fair compensation you deserve.

The following tips will guide you through the process of effectively handling insurance companies in the aftermath of an accident.

Be Prepared with the Facts

Document Everything

Gather all necessary documentation related to the accident including:

  • Police reports
  • Medical records and bills
  • Photographs of the scene and damages
  • Witness statements

Understand Your Policy

Thoroughly review your insurance policy to understand what is covered and be clear about the coverage limits and any deductibles.

Communication with the Insurance Company

Initial Contact

The first step after an accident is notifying your insurance company promptly. However, this initial contact is crucial, and how you handle it can significantly impact the outcome of your claim. When reaching out:

  1. Prompt Reporting: Report the accident as soon as possible. Delays might raise questions about the authenticity of your claim.
  2. Stick to the Facts: Provide essential details about the incident without volunteering unnecessary information. Stick to the facts regarding the time, location, and parties involved.
  3. Avoid Admitting Fault: Refrain from admitting fault or speculating about the incident. Even a seemingly innocent statement could be used against you during the claims process.

Recorded Statements

Insurance adjusters may request a recorded statement regarding the details of the accident. While they might frame it as a routine procedure, it’s essential to approach this with caution:

  • Politely decline to give a recorded statement until you have legal representation. This precaution ensures that your rights are protected, and you have guidance on what to disclose.
  • Insurance adjusters may use recorded statements to their advantage, extracting statements out of context or emphasizing certain details. Having legal representation from an experienced accident attorney in Bradenton, Florida can help you navigate this process more safely.

Personal Details

When providing personal information during conversations with your insurance company, exercise discretion:

Basic Personal Information: Disclose only the basic personal details required, such as your name, address, and policy number.

Avoid delving into intricate details about the accident or your injuries during these initial communications. Such information can be better addressed with the guidance of legal representation.

Handling Insurance Adjusters

Be Polite but Firm

Maintain a polite yet assertive tone. Insurance adjusters may try to minimize your claim, but standing firm on your account and the seriousness of your injuries is crucial.

Understand Their Role

Adjusters’ primary goal is to save the company money. While they may seem friendly, they are not your advocates, so proceed with care in all interactions.

Dealing with Settlement Offers

Initial Offers

Be cautious of early settlement offers. They may not fully take into account the extent of your injuries or future medical expenses.

Seek Expertise

Consult with a personal injury lawyer before accepting any offers. They will help you understand if the offer is fair and negotiate on your behalf if it is not.

Know Your Worth

Calculate all the costs associated with the accident, including future expenses, when considering settlement offers to ensure you’re compensated for the full impact of the accident.

Legal Representation

Getting a Lawyer

Consider hiring a personal injury lawyer experienced in Florida law to navigate the claims process and to advocate for your best interests.

Contingency Fee Basis

Many personal injury attorneys work on a contingency fee basis, meaning they only get paid if you win your case, reducing the financial burden on you.

Lawyer-Client Privilege

Anything you discuss with your attorney is confidential. Use this to your advantage to get honest advice about your case.

Remember, insurance companies are businesses first and foremost, and their primary interest is in protecting their bottom line. By being informed, cautious, and proactive, you can better position yourself for a successful outcome in your Florida accident case.

When in doubt, seeking professional legal advice is your best strategy for dealing with the complexities of insurance claims.

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Law

Medical Malpractice Lawsuits: What to Expect and How to Protect Yourself as a Physician

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As a medical professional, the last thing that you want to do is cause harm to a patient. However, periodically accidents do happen, or a patient may have a bad reaction to a procedure. When this happens, it is common for a medical malpractice lawsuit to be filed.

Regardless of who is at fault, or if there was any harm done at all, these lawsuits can be disastrous.

For a physician, it can be financially and mentally draining to defend against a medical malpractice lawsuit. The process is very costly, invasive, and time-consuming. One of the best ways to mitigate the damage of litigation is to have tail coverage or a strong medical malpractice insurance policy.

What Is Malpractice Insurance & Is It Mandatory?

What Is Malpractice Insurance & Is It Mandatory

In most states medical malpractice insurance is mandatory. In the few instances where it is not mandatory, it is strongly recommended. This special coverage helps to cover the costs of arbitration, medical injuries, compensatory and punitive damages, settlement costs, and even attorney fees.

What to Expect During Medical Malpractice Litigation

A medical malpractice lawsuit is a form of personal injury claim. Of all claims, it is one of the most complex. Mistakes in treatment are not the only forms of malpractice in medicine, failure to treat, misdiagnosis, and mental duress all fall under the umbrella of medical malpractice. As a physician, knowing what lies ahead is the best way to help prepare a strong defense.

Notice of a Claim

Most states require patients to inform a physician or practice that they plan to file a claim. This notice allows the physician to seek professional counsel, research the issue behind the claim, prepare a defense, and settle out of court. In many cases, the issue can be settled without going to court through the use of a strong medical malpractice insurance policy.

Proving Negligence

Proving Negligence

The patient or rather the patient’s lawyers will work hard to prove the physician was negligent in their duties. This is not as easy as it may seem. Many patients will get stellar care and still suffer an injury. Physicians should expect the other part to look for medication administration and prescription errors and mistakes in their diagnosis.

Looking for instances of failure to provide treatment or substandard treatment should also be expected.

Coverage & Damages

For medical malpractice cases that move forward, the question of coverage comes into play. A doctor’s medical malpractice policy will cover most instances, however some may not be covered. The level of negligence, if any, must be proven by the patient through clear evidence that is factually convincing.

Physicians can also expect to be informed if the anticipated damages will be covered or if they will come out of pocket. Negligence is typically paid by the insurance company, however gross negligence or intentional acts are not covered.

Getting the Details of the Claim

A medical malpractice case that moves forward has a lot of moving parts. The physician will need to answer the original complaint and ask for proof of claim. The state and either party may also call in experts to research the claims or denials made by each side. The discovery process is the most time-consuming part of a medical malpractice lawsuit and may take weeks or even years to complete.

Reaching a Conclusion

Reaching A Conclusion

Once all of the evidence is compiled and dissected the case will either go to court or go to mediation. During mediation, the parties may decide to settle without going to trial. In other cases, parties may not be able to come to a compromise and the trial will move forward.

Protection Against Medical Malpractice Lawsuits

There are a few ways to prevent medical malpractice lawsuits. Physicians should always seek to hone their skills and stay on top of emerging trends in treatment within their field. Conferring with other professionals in the same niche when in doubt can also help prevent costly or dangerous treatment mistakes.

Always pay close attention to the details of a patient’s care, including non-verbal clues provided during each visit. Most importantly, always make sure your medical malpractice insurance policy is up to date. It is not possible to prevent all malpractice lawsuits, but with the suggestions above the instance of superfluous claims will be greatly reduced.

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