SaaS Customer Success Blog

4 Reasons Customer Experience Managers Need Lifecycle Timeline Charts

Big fan of customer lifecycle charts here. I first learned about them formally from Josh Porter, head of UX at HubSpot. I like them because they're really, really easy and useful for creating engaging, smooth customer engagements for software and service development teams.

lifecycle timeline chart example
Topics: customer success user experience analytics

Good End-of-Customer-Life Experiences, with MailChimp's Cancellation Flow

MailChimp has a very nice cancellation flow. I found this out when I closed a year-old account with them.

In this post are screenshots and commentary about what I think they're doing right in their cancellation flow design.

mailchimp cancellation flow dropdown 1
Topics: user experience design account management

Lessons in Antagonistic Customer Communication, from Amazon

Update: Amazon has re-opened/re-populated the wiped Kindle. They did so without comment, though. Odd stuff.

Amazon isn't known for its world-class customer service on digital goods. They're much better on the physical stuff, even bordering on the sadistically ironic with their poor digital customer service policies. Such is the digital age.

amazon bad service letter 1 resized 600
Topics: user experience customer communication customer remediation

Measuring Customer Success in SaaS: Ladder & Usage Scoring Methods Compared

I've noticed two broadly used & accepted methods of quantitative customer success measurement in SaaS: laddering and scoring. A comparison is interesting.

customer success ladder
Topics: customer success SaaS customer success software customer success customer success measurements