How important is Customer Success?

How important is Customer Success? Why do we need it now when it didn’t exist 10 years ago?

As SaaS products get more complex with each passing day, a company needs to fill in the gap between the benefits that was promised to the customer by marketing and sales team vs the value the customer derives from using the product. In an ideal scenario, the customer derives more value from a product than it was promised.

 

Ideally, a happy customer would not churn and would be a promoter of your product in his circle.

 

This is exactly where Customer Success would come into the picture. A good Customer Success Manager would help the customer in setting up the system from day one.

It’s easier for a customer to feel frustrated with your complex SaaS product. You can let a customer dig for answers on the help center articles and call the technical support line, but be sure that this would degrade the customer’s overall experience with your product. Hence it might leave a bad impression about your product or services.

 

customer success

 

In an ideal case, a Customer Success Manager should get in touch with the customer within a few hours from the time the deal has been closed. In the initial conversation, she should be able to identify the problems faced by the customer. And make the customer understand how your product can help solve those problems. Set realistic goals, timelines, and clear strategies to achieve their goals. Help setup the system for the customer and teach them everything they need to know about the product.

Complex SaaS services can be overwhelming for a customer to configure on their own. Some of them can be configured in many different ways. This might frustrate your customer and by directing them to support desk or help center is not an ideal choice. The setup and basic use no matter how obvious it looks to you can be a nightmare for the customer. As a result, this could completely ruin your customer’s experience with your product. You don’t want your customer to worry about the setup for which they can be trained on via one to one sessions.

As a Customer Success Manager, you should be able to deliver the value from day one. Also, don’t leave the customer to do the initial set up. A complex setup might frustrate the customer. As a result, he might think twice to continue with you when he gets his next monthly bill.

 

Furthermore, once a customer is stuck in this mindset, every month can be an opportunity for him to cancel the subscription. Hence a Customer Success Manager needs to handhold the customer. And he needs to walk them through every essential feature which they should use to achieve their goals. Most importantly to be there to support them and ensure that the customer keeps loving your product.

A good Customer Success Manger would ensure the goals set by the customers are met in the set time frame. After the initial onboarding, the customer should be able to use the platform on his own. Maybe a Monthly/Bi-Weekly follow up should be ideal to reach out to the customer via email/calls/skype. This would ensure that the customer is happy using your product and is not facing any challenges while using it.

The job of a Customer Success Manager is to make sure the customer doesn’t fall “out of love” with your product while getting them “hooked” to your product. Here is an interesting read from one of the industry leaders Lincoln Murphy.

 

What Is Customer Success?

Gone are the days where a company was tied up to complex contracts. As more and more businesses move to using subscription based SaaS services and while switching costs of moving from one business to another has reduced substantially, user adoption and satisfaction has become one of the most important goals for most SaaS businesses.

 

This has caused more and more SaaS companies adopt a more personalized customer-centric approach to ensure their customer’s success. The obvious upward trend for customer success can be clearly seen in the last decade.

 

what is customer success

 

Back in the day, customer service was a reactive process, where when a customer had a problem or query about a product or a service, she used to call on a customer service number and after a series of interactions on an IVR, she was then redirected to a customer support executive where her queries were answered.

 

So, what is customer success and how is it different from customer support?

 

what-is-customer-success

 

Customer Success is a personalized and pro-active approach a Customer Success Manager would take to ensure that the customer achieves their goal while using the product. The main difference in customer success and customer service is the approach. While customer service is a reactive process where you resolve a customer’s query only once the customer has reached out to the company with a query or a problem.

 

Customer success would take this to the next level where a Customer Success Manager would take proactive measures to ensure that the customer is getting all the benefits of the product and is reaching their goals for which they signed up for the product in the first place. This can be done by proactive and timely follow-ups, goal setting with the customers, and ensuring all the steps and measures are taken to get the desired outcome for the customer.

 

Customer Success is an ongoing process which involves, proactive training to the customer, ensuring that the customer is interacting with the product the right way so as they reap maximum benefits out of it. This would ensure a happy customer experience and will, in turn, help your SaaS company to retain maximum customers and ward off the evil monster “Churn”. This would, in turn, increase customer loyalty to your product and ensure steady renewals, increase your up-selling potentials and referrals through word of mouth.

 

Understanding Google Seller Ratings

A beginners guide to understanding Google Seller Ratings

Ever wondered how your competitor got the star ratings on their Google Adwords Ad? The star rating that you see on an Ad is called as Google Seller Ratings which was introduced by Google sometime way back in 2010 to identify highly rated merchants and e-commerce companies.

Google Seller Ratings

Google Seller Ratings on fnp.com

Next to the star ratings you see the text “rating” which when clicked will take you to a page which looks similar to the one below.

Google Seller Ratings - FNP

Ferns N Petals review page

 

How can this help your business?

Google Seller Ratings helps your customers to make more informed browsing and purchasing decisions. It can also help you earn more qualified leads and increase your ad performance by making your Ad’s stand out from the rest. Here is a live example of Ad’s with and without Google Seller Ratings, you decide which one looks more enticing to you.

Google Seller Ratings on Leskart

On average, ads with Seller Ratings get a 17% higher CTR (Click Through Rate) than the same ads without ratings. Which means you will get more out of your Adwords campaign. A high CTR is a good indication that users find your ads helpful and relevant. CTR also contributes to your keyword’s Expected CTR (a component of Quality Score), which can affect your costs, in simple terms it means higher the CTR lower the cost. Plus, you’ll only be charged if someone clicks on the headline of your ad but the clicks on the review link are free.

 

Hmm sounds interesting, how much does this cost?

Once you qualify for seller ratings, there’s no cost to add them to your campaign, but you’ll be charged as usual for clicks on your ad.

 

Sign me up! How do I get this?

Google Seller Ratings will automatically show up once you meet the following requirements:

  • In most cases, your business must have at least 150 unique reviews, each from the past 12 months.
  • Your composite rating generally must be at least 3.5 stars or higher out of 5.

 

That’s amazing, I already have 100’s of testimonials on my website, does this qualify me to get Google Seller Ratings?

Unfortunately no, the reviews need to be sourced from any of the below sources.

  1. Google Trusted Stores, a free certification program that helps shoppers discover online stores that consistently offer a great shopping experience.
  2. StellaService, an independent company that analyzes the quality of your customer service through the measurement of your customer care, shipping and returns.
  3. Aggregated performance metrics from Google-led shopping research.
  4. Ratings from Google Consumer Surveys, a market research platform which Google uses to collect data for certain domains and businesses.
  5. Reviews from only one of the various independent sources listed below.

Google Seller Ratings Source

I’m an Indian e-commerce startup and I do Adwords only on google.co.in can I get Google Seller Ratings?

Yes, Google Seller Ratings is supported on google.com, google.co.in, google.co.uk, google.co.nz, google.com.au, google.de, google.co.jp, google.fr, google.nl, or google.com.br.

Conclusion:

Implementing Google Seller Ratings on Adwords Campaign reassures users of your products or services. This can be a huge asset to building trust in your brand in the current hyper-competitive market. Google Seller ratings also generate a higher CTR, which leads to an improved quality score, which in turn lowers your cost per click and helps in better user engagement and to top it off, it’s completely free!

Why are people attracted to the courses in Coursera and edX?

Bandwagon effect: Big university names like Harvard, Stanford, Yale etc. are enough to attract the crowd.

Learning from the best: You get to learn from some of the best in the industry. Example: “A Beginner’s Guide To Irrational Behavior – By Dan Ariely” is one of Coursera’s highest-enrolled courses, with the number of registered students exceeding 140,000. Week One: “A Beginner’s Guide To Irrational Behavior”

Dan Ariely is an author of best seller books like Predictably Irrational: The Hidden Forces That Shape Our Decisions, The Upside of Irrationality: The Unexpected Benefits of Defying Logic at Work and at Home and The Honest Truth About Dishonesty: How We Lie to Everyone – Especially Ourselves.

Course Contents: Most of the courses are designed for absolute beginners and the length of video lectures are maintained at an optimum level to keep you engaging. There are multiple interactive quizzes embedded in the video which are related to the topic you are learning and are fun to answer.

Recognition: Certification from renowned universities can be a big plus for job seekers.

certificate

Community: MOOC’s normally have a huge community of learners from different parts of the world which enhances your learning experience.

community 

*** This was originally posted by me on Quora, here is the link to the original answer: https://www.quora.com/Why-are-people-attracted-to-the-courses-in-Coursera-and-edX/answer/Prashant-Gonga ***

Some of the most insane laws in the world

Here is my top ten list of some of the most insane laws in the world

Singapore

singapore

In Singapore, selling non-medical chewing gum or chewing normal gum is a fine of $1000. A second offence costs $2000 and being forced to clean a public area of the city for a day. Chewing gum ban in Singapore

Philippines and Vatican City

vatican

Divorce is illegal in Philippines and in Vatican City The fight to make divorce legal in the Philippines – CNN.com Divorce law by country

Thailand

thailand

In Thailand, stepping on money is illegal. Thailand: Banks & Money Laws in Thailand: The ones you as a traveller need to know about

Saudi Arabia

saudi-arabia

In Saudi Arabia, there is no minimum age of marriage for girls No minimum age for marriage of girls – Grand Mufti Child marriage

Finland

finland

In Finland Traffic Fines are Calculated as a Percentage of the Offenders Income

In January 2002, Anssi Vanjoki, 44, a director of the Finnish telecommunications giant, Nokia, received what is believed to be the most expensive speeding ticket ever— $12.5 million — for driving his Harley at 75 km/h (47 mph) in a 50km/h (31 mph) zone. Mr Vanjoki appealed the fine because his reported income dropped significantly about five days after the incident; because of the new data, the fine was dropped to $103,600, still the most expensive speeding fine in history. Finland, Home of the $103,000 Speeding Ticket A millionaire in Finland got a $60,000 speeding ticket

Denmark

denmark

Drivers in Denmark are supposed to drive vehicles with their headlights on. You’d think this law would apply to night driving but it doesn’t. It is considered essential during the day as well or they may face a fine of up to $100. Studies have shown that this has helped a lot to avoid road accidents in Denmark. Driving in Denmark Driving in Denmark |

Dubai

dubai

Kissing in public can land you in jail in Dubai Jailed Dubai kissing pair lose appeal over conviction Kissing in Dubai

USA

usa

It is illegal to make funny faces at a dog in Oklahoma Crazy and outdated Oklahoma laws Can you make ugly faces at dogs in Oklahoma Make Ugly Faces at Dogs, Go Straight to Jail!

India

india

In India, if you get caught for hooking up with a married woman, you can get prosecuted for adultery, but the woman can’t. Section 497 Adultery

India

india

In India, you can be imprisoned for 5 years for possession of beef but only 2 years for sexual harassment Eve teasing Eve Teasing under Criminal Law » Aam Janata Face 5-year jail, stiff fine if you eat or possess beef – The Times of India

Image Source: Internet

 

*** This was originally posted by me on Quora, here is the link to the original answer: https://www.quora.com/What-are-the-most-insane-laws-in-the-world/answer/Prashant-Gonga ***