How to Re-engage Unresponsive Customers

Relationships are at the core of all customer interactions, but it’s impossible to have a productive one if the communication is one-sided.

In our personal lives, we have the luxury of writing people off who don't reciprocate our efforts to form a bond. In business, this is rarely the case.

As a result, Customer Success Managers (CSM) often struggle to come up with ways to bring unresponsive customers back into the fold. This article will outline strategies CSMs can employ to re-engage customers and establish relationships built on respect.

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Negotiating as a Customer Success Manager

Every company I've worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers.

At one startup, customers were mapped to an Account Executive, and CSMs would loop them into any contract discussions. In other organizations, I was the customer's sole point of contact as soon as they signed on the dotted line. And I also often found myself in a position somewhere in between.

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Centralized Customer Communications

Today, customers interact with vendors in a variety of ways across many different channels.

While this new era of communication is great for the customer, it can pose a significant challenge for Customer Success Managers (CSMs) who must keep up and stay in sync with their entire portfolio of accounts.

To save CSMs time, Natero collects and organizes customer emails, chats, meetings, support tickets, and notes in one central place.

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The Challenger Concept for Customer Success

These days, buyers have more choices, are better informed, and expect a superior customer experience.

As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams try to keep customers “happy,” or do whatever they can to conform to customer requests.

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Customer Success Lessons From the Quality Revolution

"SaaS today is like manufacturing was 40 years ago."

In 1980, U.S. manufacturers were back on their heels. Japanese businesses had eviscerated the American consumer electronics industry. Gone were venerable TV brands like Admiral, Zenith, and Curtis-Mathis, replaced with Sony, Hitachi, and Panasonic. And Nissan, Toyota, and Honda were gobbling up domestic market share from Ford, GM and Chrysler at an accelerating rate.

What happened?

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Customer Success at Scale

With over 130,000 customers, Freshworks has seen phenomenal growth since its launch in 2010. As Freshworks continues to add clients at a blistering pace, it's also focused on driving long-term value through customer satisfaction and retention.

We sat down with Vipin Thomas of Freshservice to learn more.

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Don't Mistake a Friendly Customer for a Successful Customer

"Ignorance is bliss."

Or so they say.

BUT, if you are responsible for the health and well being of your customers, ignorance is simply inexcusable.

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