Ian Lacovara’s Post

Customer Management 101: Nobody cares about how busy you are. They care about how quickly you respond to their needs. 🚀 Quick Responses Win 🚀 🌟 First Response Impact: 78% of customers buy from the first responder. Speed sets you apart. ⏱️ Five-Minute Rule: Boost conversion rates up to 8x by responding in 5 minutes. ⌛ Rapid Response: Waiting 30 minutes to reply makes you 21x less likely to convert. The takeaway? Speed matters. 🤔 How are you optimizing response times in your business? Let’s connect, and make every second count! #CustomerService #LeadResponse #INinjaMarketing #QuickWins #EngageandGrow

Online Reputation Management 101 Don’t neglect reviews and then start building trust. Instead, automate review collection. Then once automation starts working, start building trust. This is always a better path forward. "Using Trustmonial has dramatically improved our online reviews and customer engagement." - Irene Brewer. Join 100+ Local Businesses Today! Comment if you believe in the power of reviews! #Trust #LocalSEO #CustomerEngagement #Trustmonial #OnlineReputation #SmallBusinessGrowth #CustomerReviews #ReviewManagement #BusinessSuccess #AutomatedReviews #5StarReviews #BrandTrust #ReputationMatters #LocalBusinessLove #CustomerFeedback #BoostYourBusiness #ReviewAutomation #GrowYourBusiness #PositiveReviews #ReputationBoost #BusinessVisibility

Are there hidden value propositions among your customers that you might not be aware of? Check out our previously recording webinar on Customer Success, where Jeanine Moss and I welcome our deeply knowledgeable guest speaker, Lauren Costella-Reber as she tells the story of her 10-year journey in customer service and why we should consider it a value driver as opposed to a cost center. - What makes for a long-term customer? - What parts of the customer journey are you losing people, and why? These are some of the questions a Customer Success approach to client management can answer. #CustomerSuccess #Marketing #RevenueGenerator

One page strategic framework for Customer Management In continuation from yesterday, today's post is a one page simple ready reckoner for #strategic customer management. It is a simple framework that helps the strategic #accountmanagement team understanding the customer in four sections: context, insight, solution and action. For deeper insights or to train your #salesandmarketing teams on #instoreexecution and #customermanagement best practice, mail us at hello@boilingpoint212.com Till then, stay tuned👍

Customer success in 2024 ➡️ In: A hand-in-hand, three-team approach to customer success where sales, CS, and marketing work together to guide customers through the entire customer journey. 🤝 Out: The old-school sales-to-CS handoff. No more “Here’s your customer success manager, see you never!” emails from the sales rep. 👋 What’s on your “In” and “Out” list for customer success in 2024? 🗒️ Check-out what Karen Budell, CMO at Totango thinks is IN and OUT for 2024 when it comes to customer success, collaboration and driving growth 🚀 https://lnkd.in/eZvStuJd #customersuccess #sales #marketing #collaboration #growth

What drives retention for your customers? Start by looking at what activities successful customers perform. Do they have high usage platform? Do they continue to participate in customer success calls? Pull the data from top customers in the last two years. What trends do you see? Do they have the same CSM? Were they referred by the same partner? Do they visit your documentation often? The keys to retention and revenue are in your data. You’ll find similarities in product usage, feature usage, extra program participation, their years of experience and more. From that you can use the stories and educational content to fill the gaps your unsuccessful customers have. Need help? Reach out.

🌟 Unlock the Power of Customer Follow-Up 🌟 In today’s competitive market, mastering the art of customer follow-up is essential for sustained success. A strategic follow-up isn’t just about checking in—it’s about building lasting relationships and demonstrating your commitment to exceptional service. 🔹 Build Trust and Loyalty: Consistent follow-ups show customers that their satisfaction is your priority. This fosters trust and encourages repeat business. 🔹 Enhance Customer Relationships: Personalized follow-ups create meaningful connections, making customers feel valued and appreciated. 🔹 Gather Valuable Feedback: Direct insights from customers are goldmines for improving your offerings and staying ahead of the competition. 🔹 Increase Customer Retention: Happy customers are not only more likely to return but also to refer others, driving organic growth for your business. Investing in a robust follow-up strategy is investing in your business’s future. Make every interaction count!📞💼 #CustomerCare #FollowUp #BusinessGrowth #CustomerFirst #ClientRelations #SuccessStrategy #LoyaltyBuilding #CustomerExperience #FeedbackMatters

50 Days of Customer Success' Jobs to Be Done with Oggam—Sunday Special! 𝐃𝐚𝐲 𝟔/𝟓𝟎: Turning Conversations into personalized action plans In other words: Action plans that don't drown in details, but actually guide the partnership with your customers. On Sundays (Like today!) I always have a look at my book of business, and make sure I'm up to date and ready for the week so I can organise my time and attention. One of those things which do help me a lot is through individual customer action plans. After an onboarding or an implementation call, I setup the action plan for each customer. Yep, it takes forever but it's worth it—Well it used to take forever 🤷 Today, I’ll show you my workflow for creating a simple action plan: 1️⃣ After a call, Oggam will automatically pick out the customer’s goals, challenges, and key outcomes. 2️⃣ I copy and paste where it needs to go 3️⃣ Next, send that action plan over to HubSpot—no need for double entry. 4️⃣ Finally, shoot an email to the customer with the action plan link, keeping everyone on the same page. And just like that, what could’ve been a long, delayed process is turned into an actionable plan—no stress, no chaos. Oggam even helps craft the email so it’s tailored to how I speak (And that's super creepy but also really cool and accurate) ➡ Follow the 50 days of Customer Success' jobs to be done here: https://lnkd.in/epEErumM #CustomerSuccess #Oggam #ProductivityHacks #CSM #slack

Creating a Winning Customer Support Strategy 🤝✨ Great customer support can be the difference between a one-time buyer and a loyal advocate. Here’s how to craft a strategy that wins hearts (and repeat sales!): 1. Know Your Audience: Understand your customers’ needs and preferred communication channels. Personalization can increase loyalty by 86%. 2. Invest in Training: Well-trained support teams resolve issues faster, building customer trust. Make sure your team knows your products and values inside out. 3. Use Feedback to Improve: Customer feedback is gold. Regularly review it to identify pain points and areas for growth. **How do you make your customer support stand out? Share your top tip!👇** #CustomerSuccess #EcommerceGrowth #CustomerLoyalty