Lisa Ackerman

VP Global Customer Success, | Developing Tomorrow’s Leaders | Outstanding Customer Service Oriented | Transparent and Dedicated Team Leader

[Lisa Ackerman @LisaAckerman_]

Great thread from @daphnelopes_ about the importance of measuring #CustomerSuccess impact. When companies are intentional about finding out what really works, they can fine-tune the #CustomerJourney to accentuate positive qualities.

[Daphne Lopes @daphnelopes_]

One of the biggest mistakes leaders make when scaling #CS teams is not measuring the true impact of their interventions.

If you want to build and scale an effective #CustomerSuccess org, you *NEED* to understand what's causal and what's correlational.

Here's how [🧵]

[Lisa Ackerman @LisaAckerman_]

Great insight from @rzykov. It's a good idea to approach #CustomerChurn with a detailed and planned-out strategy. Understanding which customers should be high-priority is key! #CustomerSuccess

[Roman Zykov @rzykov]

Improve customer retention and boost profits by analyzing the cumulative graph of timings between purchases! 📈👥

- segment customers by their likelihood to churn,
- choose the right timing for discounts to stimulate next purchases
- use the right time frames to calculate LTV

[Lisa Ackerman @LisaAckerman_]

"One of the most critical points in a successful customer relationship is the handoff and onboarding process between sales and customer success," says @KatieKortnie, and I completely agree. Creating a great first impression is essential! #CustomerSuccess https://t.co/INWeh7NX1b

[Lisa Ackerman @LisaAckerman_]

#CustomerSuccess teams are an integral part of improving #CustomerRetention and expansion for #SaaS businesses. The key is creating "shared objectives across product and customer success teams," says @cmswire. #CX https://t.co/w2cGoaxMTa

[Lisa Ackerman @LisaAckerman_]

@hakanozturkhq Totally agree. While tools, products, and platforms can have an effect on the client's experience, customer success is about so much more than that. Strong communication skills and a commitment to your customer can make all the difference.

[Lisa Ackerman @LisaAckerman_]

Great advice from @chikaolayoole! Hopping on #DiscoveryCalls with clients is crucial if you want to make sure you're helping them move toward their personal goals. Success looks different for everyone, so really getting to know your customer can make all the difference. #CSM

[Chika Automation @Zapierassistant]

A mistake I made when I started giving my services as a virtual customer success manager was failing to go on discovery calls with my client. When you decide to work with someone, ensure you know their weakness and their strength. Especially if it's long-term.

[Lisa Ackerman @LisaAckerman_]

Love this share from @McKinsey. Focusing in on insights, commitment, and execution are key when building a #resilient business, and #CustomerSuccess pays perfectly into these three areas. A great #CSM team will always display a strong level of commitment to their customers.

[McKinsey & Company @McKinsey]

When uncertainty reigns, the best leaders and the most #resilient companies play both defense and offense. That requires honing three types of competitive edge:

💡Insights
🤝🏼Commitment, and
✔Execution

Learn how: https://t.co/jDebdkN0lt #strategy #management #leadership

[Lisa Ackerman @LisaAckerman_]

As a #leader, the last thing you want to do is create a fear-based workplace. #EmployeeWellbeing will suffer—employees may experience burnout or poor performance. There are many kind and compassionate ways to hold employees #accountable! @LianeDavey https://t.co/RY9x91mqsb

[Lisa Ackerman @LisaAckerman_]

Want to improve your company's #CustomerSuccess? If so, you have to establish #CS metrics! If you aren't keeping track of metrics like #CustomerChurn and net #RetentionRate, it can be difficult to see potential areas of improvement. @Forbes https://t.co/z4JHrHVCMa

[Lisa Ackerman @LisaAckerman_]

@andrewboulind I totally agree, Andrew! Great leaders are able to embrace empathy and truly listen to their employees. Listening to understand can help team members build stronger relationships with their managers which can lead to better collaboration.

[Lisa Ackerman @LisaAckerman_]

The last thing companies want in today's business world is high #CustomerChurn. This piece from @SuperOffice lays out 12 great tips for reducing churn. My personal favorite is tip 2: Engage with your customers. It's a no-brainer, but so important! https://t.co/mrorqblQ8m

[Lisa Ackerman @LisaAckerman_]

@hakanozturkhq I totally agree, Hakan! Leaders should never push their team members to work nonstop; it only leads to lower-quality work. We need to take periods of rest if we want to work more efficiency and put out our best work.

[Lisa Ackerman @LisaAckerman_]

@Patticus Great thread, Patrick. It's important to note just how crucial customer success teams are during periods of economic downturn and recession. Time and time again, CSMs have shown that they play a huge role in driving customer retention!

[Lisa Ackerman @LisaAckerman_]

@jon_hhs Great read. Strong communication between your product team and customer success team is so important because CSMs need to be able to communicate about the product with customers in an accurate and detailed way.

[Lisa Ackerman @LisaAckerman_]

@danlarrydavid Totally agree, Dan. These qualities you list are a massive contributor to customer churn within the SaaS industry. I believe that having no customer success team while also neglecting the onboarding process are the two main contributors to high churn rates.

[Lisa Ackerman @LisaAckerman_]

@jacobm Thanks for sharing this! Being a vulnerable leader is more important than people realize. When leaders can acknowledge that they too have areas where they can learn and grow, employees can better connect to their leaders.

[Lisa Ackerman @LisaAckerman_]

Interesting perspective from @nrmehta about the importance of #CustomerSuccess. I agree with him here; although #CustomerRetention shouldn't be the sole responsibility of the #CS team, they do play an unmistakably large role in keeping loyal customers.

[Nick Mehta @nrmehta]

Buffett famously said "A rising tide floats all boats; only when the tide goes out do you discover who's been swimming naked."

This is what's happening in SaaS. SaaS businesses without strong retention and #CustomerSuccess are a shell game. And the shell game is over.

[Lisa Ackerman @LisaAckerman_]

Great advice from @julia_m_mac. These days, #CustomerRetention is everything. Although #CSMs should always provide the best possible service to every customer, it is important to focus effort on the most loyal customers. #CustomerSuccess

[Julia MacDonald @julia_m_mac]

Customer churn is inevitable.

You can't retain 100%.

So stop focusing on keeping everyone.

• Identify the "loyals"
• Make sure they are happy
• Renew AND upsell these customers

Don't try to turn bronze into gold.

Turn gold into platinum instead.

[Lisa Ackerman @LisaAckerman_]

Those of us who work in #CustomerSuccess or #CustomerService know that #empathy can do wonders for strengthening our relationships with customers. However, @serenitygibbons makes a great point: "Often, empathy starts at the top of a company." https://t.co/YV8UYilE9S

[Lisa Ackerman @LisaAckerman_]

If you want to boost trust and build relationships with customers, it's important to share #CustomerSuccess stories with them. However, you have to make sure you do it right. @Gartner_inc suggests choosing an easy-to-follow yet relatable storyline. #CSM https://t.co/b4WElxzrG1