Business

Customer Success: The Definitive Guide in 2020

Published

3 years ago

06/29/2020

Jason Zhang

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.

Work

Avoiding Common Mistakes During UPSC CSE Registration: A Comprehensive Guide

Published

15 hours ago

03/21/2023

Jason Zhang

avoiding-common-mistakes-during-upsc-cse-registration

As a candidate preparing for the UPSC CSE exam, the registration process is one of the most important aspects to be mindful of. UPSC CSE registration is the first step towards realising your dream of becoming a civil servant. However, many candidates often need to correct their mistakes during the registration process, which can lead to disqualification or delay in the application process.

This blog post will share tips to help you avoid common mistakes during UPSC CSE registration. Additionally, I will provide a step-by-step guide to UPSC online registration, documents required, and frequently asked questions for the registration.

Common Mistakes Made During UPSC CSE Registration

The UPSC CSE registration process can be pretty daunting for first-time candidates. It is common for candidates to make avoidable mistakes during the registration process. Some of the common mistakes made include the following:

Incorrect personal details

Candidates often make mistakes when filling in their details, such as name, date of birth, and address. These mistakes can result in disqualification or delay in the application process. It is crucial to double-check all personal details before submitting the application form.

Uploading incorrect documents

Candidates are required to upload several documents during process. These documents include a passport-sized photograph, a scanned copy of the candidate’s signature, and proof of educational qualifications. Candidates must upload the correct documents in the specified format to avoid disqualification.

Payment-related errors

Candidates often make mistakes while making the payment for the registration fee. Common mistakes include selecting the wrong payment mode, entering incorrect bank details, or paying after the deadline. These mistakes can lead to disqualification or delay in the application process.

Tips to Avoid Mistakes during UPSC CSE Registration

Read the instructions carefully

Before beginning the registration process, it is crucial to carefully read the instructions in the UPSC CSE notification. This will help you understand the registration process, required documents, and payment details.

Double-check all details

It is essential to double-check all personal details, educational qualifications, and uploaded documents before submitting the application form. This will help you avoid any mistakes that could result in disqualification.

Use a reliable internet connection

During registration, it is crucial to use a reliable internet connection to avoid technical glitches. Slow internet speeds or connectivity issues can result in errors while submitting the application form.

Keep track of important dates

It is essential to keep track of important dates, such as the last date to submit the application form and the last date to make the payment. Missing these dates can lead to disqualification or delay in the application process.

Take a printout of the application form

After submitting the application form, it is advisable to take a printout for future reference. This will help you keep track of important details such as the registration number and application status.

A Step-By-Step Guide to UPSC Online Registration

Here is a step-by-step guide to UPSC online registration:

Step 1: Visit the official UPSC website

Access the UPSC website and select the “Online Registration” option.

Step 2: Select the UPSC CSE exam

Select the UPSC CSE exam from the list of available exams.

Step 3: Fill in personal details

Fill in your details, such as name, date of birth, address, and contact details.

Step 4: Upload documents

Upload the required documents, including a passport-sized photograph, a scanned copy of your signature, and educational qualifications.

Step 5: Make the payment

Make the fee payment using the specified payment mode.

Step 6: Submit the application form

After completing all the steps, submit the application form and take a printout for future reference.

Conclusion

UPSC CSE registration is a crucial step toward realising your dream of becoming a civil servant. By following the tips provided in this blog post, you can avoid common mistakes during the registration process and increase your chances of success. Additionally, it is essential to prepare for the UPSC CSE exam thoroughly to achieve your goal.

Frequently asked question

Q1. What exactly is UPSC CSE enrolment, and why is it important to avoid errors during the process?

A1. UPSC CSE registration refers to the application procedure for the Civil Services Examination, which is administered by the Union Public Service Commission (UPSC) in India. This test is a highly competitive and prestigious method to join the country’s different civil service jobs. It is important to prevent errors during enrolment because they can result in disqualification or other issues that prohibit you from taking the test or reaching your desired score.

Q2. What are some of the most frequent mistakes people make when registering for the UPSC CSE?

A2. Common errors made during UPSC CSE enrolment include entering erroneous personal information, posting incorrect or low-quality photos and signatures, choosing the incorrect test location, failing to pay the application fee on time, and not thoroughly reading and confirming all information before sending the application.

Q3. How can I prevent making errors when registering for the UPSC CSE?

A3. To prevent errors during UPSC CSE enrolment, carefully evaluate and verify all data you enter into the online application, double-check that your photographs and signatures meet UPSC requirements, cautiously read and understand all guidelines before completing the form, and pay the application fee before the closing date.

Q4. Are there any websites or tools to assist me with UPSC CSE registration?

A4. Certainly, UPSC offers a thorough guidebook that includes all pertinent information about the test and registration procedure, including directions for filling out the application form and photo and signature requirements. There are also numerous coaching institutes and online resources that provide help and assistance for registration and preparation.

Q5. How long does it usually take for the UPSC CSE registration process to complete, and when is the ideal time to apply?

A5. The procedure usually takes several weeks due to numerous verification and handling steps. The best time to register relies on personal circumstances and exam readiness, but it’s usually suggested to begin the process as soon as possible to account for any unforeseen problems or complications.

Business

The Benefits of Voice API for Business Communication

Published

2 days ago

03/20/2023

Jason Zhang

the-benefits-of-voice-api-for-business-communication

Voice application programming interface is a technology that enables businesses to integrate voice-based communication into their operations.

With voice api, companies can create custom voice applications that can be accessed through various devices, such as smartphones and smart speakers. This article will explore the benefits of a voice application programming interface for business communication and how it can improve productivity, efficiency, and customer satisfaction.

Improved Efficiency

One of the critical benefits of voice api is improved efficiency. With voice applications, businesses can automate many processes, such as customer service, sales, and support. It reduces the workload on employees and allows them to focus on more critical tasks, such as building relationships with customers and growing the business.

Cost Savings

Voice application programming interfaces can also help businesses save money. Companies can save on labour costs by automating processes and reducing employee workload. Additionally, voice applications can be accessed from various devices, eliminating the need for expensive hardware or software.

Enhanced Customer Experience

Voice applications can also improve the customer experience. By providing customers with a cloud voice interface, businesses can make accessing information and support more accessible, leading to higher customer satisfaction and loyalty.

Increased Productivity

It can also increase productivity. With voice-based applications, employees can access information and support quickly and easily. It eliminates the need to spend time searching for information or waiting for support, which can slow down productivity.

Flexibility

It provides businesses with flexibility. Voice applications can be accessed from various devices, allowing employees to work from anywhere. It makes it easier for companies to manage remote workers and ensures employees can access information and support when needed.

Moreover, voice application allows businesses to scale their operations quickly and efficiently. With it, companies can easily add or remove phone lines, adjust call routing, and change IVR menus to meet their changing needs. It allows businesses to optimise resources, reduce costs, and improve efficiency.

Customer Relationship

Applications can integrate with other business systems and applications, such as customer relationship management (CRM) software, allowing seamless data transfer and improved data analysis. This integration can help businesses gain valuable insights into customer behaviour, trends, and preferences, enabling them to make data-driven decisions and improve their bottom line.

Better Communication

Voice applications can also improve communication within the business. By providing employees with a voice-based interface, companies can ensure everyone is on the same page, leading to better collaboration and more effective communication.

Increased Security

It can also increase security. With voice-based applications, businesses can implement voice recognition technology to ensure that only authorised users can access information and support. It can reduce the risk of data breaches and other security threats.

Competitive Advantage

Finally, voice api can give businesses a competitive advantage. By implementing voice-based applications, companies can differentiate themselves from their competitors and offer a more personalised, efficient, and effective customer experience.

In conclusion, voice api is a powerful technology that can transform how businesses communicate and operate. From call centres and customer service to sales and marketing, voice applications can streamline workflows, improve response times, and increase revenue.

By integrating these applications into their operations, businesses can leverage the latest advancements in speech recognition, text-to-speech, and natural language processing to create personalised and engaging customer experiences. Whether it’s automated phone menus, conducting surveys, or providing real-time support, API can help businesses stay competitive and meet the ever-changing demands of their customers.

Business

Why is Coturnix Quails a Sustainable Choice for Meat and Egg Production

Published

2 days ago

03/20/2023

Jason Zhang

why-is-coturnix-quails-a-sustainable-choice-for-meat-and-egg-production

There has been a growing interest in finding sustainable meat and egg production alternatives in recent years.

One such alternative that has gained popularity is the jumbo coturnix quail for sale. These small birds are a sustainable choice for meat and egg production and have a range of benefits over traditional poultry farming. This article will discuss why Coturnix quails are a sustainable choice for meat and egg production.

Low Environmental Impact

One of the primary reasons why Coturnix quails are a sustainable choice is their low environmental impact. Compared to traditional poultry farming, quails require less space, water, and feed to produce the same meat and eggs. This means that the environmental footprint of quail farming is much smaller, making it a more sustainable choice for those who are conscious of its environmental impact.

Fast Growth and High Productivity

Another benefit of Coturnix quails is their fast growth rate and high productivity. Quails reach maturity at around six weeks and can start laying eggs at around seven weeks. They can lay up to 300 eggs yearly, significantly more than chickens. Additionally, quails have a high feed conversion ratio, requiring less feed to produce the same meat and eggs as traditional poultry.

Low Maintenance and Space Requirements

Coturnix quails are also sustainable because they have low maintenance and space requirements. Quails can be raised in small spaces, ideal for urban farming or backyard production. They also require minimal care and attention, making them a good choice for those who want to produce their own meat and eggs but have limited time or resources.

Health Benefits

Coturnix quails also have a range of health benefits over traditional poultry. Quail meat is high in protein, low in fat, and contains essential amino acids and vitamins. Quail eggs are also highly nutritious and are a good source of protein, vitamins, and minerals. Additionally, quail meat and eggs are considered to be hypoallergenic, making them a good choice for those with allergies or sensitivities to other types of poultry.

Versatility in Culinary Uses

Another benefit of Coturnix quails is their versatility in culinary uses. Quail meat and eggs have a mild, delicate flavor that can be used in various dishes, from salads to soups to stir-fries. Quail eggs are also small and can be used as a garnish or added to dishes as a flavorful addition. Additionally, quail meat and eggs are often considered a delicacy, making them a good choice for those who want to add a touch of luxury to their meals.

Low Cost and High Profitability

Coturnix quails are also a sustainable choice because they are low cost and high profitability. Quail farming requires minimal investment, as many suppliers offer jumbo coturnix quail for sale. The birds also have a fast growth rate and high productivity, meaning they can quickly produce a significant amount of meat and eggs. This makes quail farming a potentially lucrative business opportunity for those interested in sustainable agriculture.

Conclusion

Coturnix quails are a sustainable choice for meat and egg production due to their low environmental impact, fast growth rate and high productivity, low maintenance and space requirements, health benefits, versatility in culinary uses, and low cost and high profitability. Whether you are interested in producing your own meat and eggs or starting a small-scale quail farming business, Coturnix quails are an excellent choice for those looking for a sustainable and profitable alternative to traditional poultry farming.