Customer Success

A customer health score metric that measures time to full resolution is used to track how quickly a customer service team is able to resolve customer inquiries and issues. In our blog series, we have already discussed a few important KPIs for customer success and sales strategies: The Net Promoter…

Journera, recognized as one of the World’s 10 Most Innovative Travel Companies by Fast Company and a Technology Pioneer by the World Economic Forum, announced that Dulcie Gentle has joined our Customer Success team. As Sales Planner, Dulcie will work closely with the Journera team to support all facets of pre-sale activities to help ensure we deliver for clients and partners efficiently and seamlessly.

When you’re working with customers, whatever your role (CSM, Sales, Account Management, Consultant, etc.), you may find yourself acting as a coach. To be an effective coach, you need to strike the right balance between motivation and discipline. Which means we need to explore the differences between motivation and discipline…

Knowing your target audience is like navigating a ship through a treacherous sea. It’s the process of identifying and understanding the specific group of people you want to reach with our marketing efforts. …

Customer churn is a serious challenge for businesses of all sizes and industries. Losing customers not only impacts revenue but also damages the brand’s reputation and customer loyalty. Fortunately, advancements in artificial intelligence (AI) and other emerging technologies are changing the game for customer churn prediction and prevention. In this…

CiviLaw.Tech uses Jotform Enterprise to bridge the justice gap and save lives by helping people suffering from domestic abuse, sexual assault, and sexual harassment seek protection via the court system. When the courts requested help to streamline the protection order filing process, CiviLaw.Tech used Jotform Enterprise to create a secure…

The customer’s perception of why the Customer Success Manager (CSM) exists in their world, and how the CSM is distinguished from other Individual Contributors (ICs) and Subject Matter Experts (SMEs) the customer will work with, is called Positioning. Think of it as the position the CSM holds in the customer’s…

(almost) Every Friday I use a random selection of prompts to write about working as a Customer Success Manager from Stockholm — This week I’m being more intentional about adding more depth to my highs and lows. The “weeknotes exercise” to me is meant to be a fun way to reflect, as such I don’t want to spend too much time crafting the perfect piece of text (as you might’ve noticed by…

This is part two of a two-part series on the Customer Success Doom Loop, covering how to get out of the doom loop. You can read part one here to learn what the CS Doom Loop is and why so many organizations find themselves trapped in it. As discussed last…