Net Promoter Score (NPS) has become a popular customer loyalty metric, but does your organization leverage its full potential? Many businesses treat NPS as a single data point, overlooking its [...]
As we probably all know, word-of-mouth recommendations hold immense power. People trust people, and when happy customers sing your praises, potential buyers listen. That's where customer advocates come in and [...]
Your guide to tailored Resource Planning for your Customer Success organization Budgets are tight, bandwidth is stretched and customer expectations rise… All those factors make the need for proper capacity [...]
Navigating the Data-Driven Path to SaaS Success: Empowering Your Customer Success Team There is no debate that customer satisfaction holds the key to business growth, especially in SaaS. And in [...]
The tenser the economic times, the more focus lays on retaining and expanding relationships with existing customers. Especially through an investors lens, those retention metrics are more crucial than ever [...]
Whether you're in Sales or Post-Sales, we know that retaining revenue is always a top priority. In this blog post, we'll explore the strategies that companies can employ to retain [...]
In this case study, we showcase our collaboration with Vecna Robotics to address the challenge of defining a comprehensive Customer Health Score Metric. This metric was tailored to Vecna Robotics [...]
In today's fast-paced business landscape, nurturing customer relationships is more critical than ever for sustainable growth. One of the most powerful tools in this endeavor is the Customer 360 Health [...]
Retention Rates & Churn KPIs: Understanding and Measuring Customer Loyalty As a business owner or marketer, you want to ensure that your customers keep coming back and that they are [...]
First Published: June 01, 2016Your Support teams are the real front line heroes for customer satisfactionCustomer support is all about making sure your customers are happy and getting the most [...]
Your comprehensive guide to transforming your CS Team into a true value center Buzzwords like retention and growth from existing customers are on everyone's lips right now. However, it is [...]
How to increase Customer Retention through Customer Obsession Customer retention is top of mind for a lot of reasons, the pending recession just being one of them. Being obsessed with [...]
Interview: How Customer Obsession Can Drive Your Bottom Line Published: April 20, 2017 Shep Hyken - Amazing Business Radio with Amy Downs Amy Downs on How Customer Obsession Can Drive [...]
Amy Downs First Published: February 12, 2018 In a previous article, I discussed journey mapping and how it requires a shift toward cross-functional operations to have a serious impact on your organization. [...]
Amy Downs First Published: October 30, 2017 Signing a new customer always feels like a home run; keeping that customer year after year, however, is a different ball game entirely. [...]
Amy Downs First Published: March 21, 2017 Data has become the secret sauce for most companies. Businesses now recognize that data drives product development, marketing and sales decisions. Most companies, [...]
Amy Downs First Published: December 14, 2016 “Why do you think customers leave us?” When I asked our executive team this question two years ago, I received a variety of [...]
Amy Dowsn First Published: August 29, 2016 Like anything in life, determining the best way to deliver value and happiness to customers takes time and patience. You want to give [...]
Amy Downs First Published: July 22, 2016 One of the most fascinating phenomena in corporate cultures far and wide is the extent to which we all forget that we’re in [...]
Amy Downs First Published: April 26, 2016 Maximizing Customer Lifetime Value: A Top Priority for SaaS and PaaS Businesses Building a command center at HQ to save your SaaS in [...]
Customer Obsessing Consulting
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