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                                                                                                                                                                                                                                                                                                    • Blog Home
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                                                                                                                                                                                                                                                                                                      • CMaaS
                                                                                                                                                                                                                                                                                                        5 Sure-Fire Ways to Create a Robust Community Management Strategy 4 Ways AI Helps Moderate Community Engagement
                                                                                                                                                                                                                                                                                                        5 Sure-Fire Ways to Create a Robust Community Management Strategy 4 Ways AI Helps Moderate Community Engagement
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                                                                                                                                                                                                                                                                                                        Transform Your Customer Experience Using Salesforce Experience Cloud The Secret Sauce to Engage Your Online Community Members
                                                                                                                                                                                                                                                                                                        Transform Your Customer Experience Using Salesforce Experience Cloud The Secret Sauce to Engage Your Online Community Members
                                                                                                                                                                                                                                                                                                      • Khoros
                                                                                                                                                                                                                                                                                                        Maximize ROI with Khoros Aurora: Essential Tips for Businesses How to Enable Quick Case Escalation In Your Khoros Community?
                                                                                                                                                                                                                                                                                                        Maximize ROI with Khoros Aurora: Essential Tips for Businesses How to Enable Quick Case Escalation In Your Khoros Community?
                                                                                                                                                                                                                                                                                                      • Higher Logic/Vanilla Forums
                                                                                                                                                                                                                                                                                                        4 Reasons to Choose a Platform Like Higher Logic to Build an Online Community Everything You Need to Know About Higher Logic’s Acquisition of Vanilla
                                                                                                                                                                                                                                                                                                        4 Reasons to Choose a Platform Like Higher Logic to Build an Online Community Everything You Need to Know About Higher Logic’s Acquisition of Vanilla
                                                                                                                                                                                                                                                                                                      • Jive
                                                                                                                                                                                                                                                                                                        5 Things to do with your Leftover Online Community Budget
                                                                                                                                                                                                                                                                                                        5 Things to do with your Leftover Online Community Budget
                                                                                                                                                                                                                                                                                                      • Community (re)Focus
                                                                                                                                                                                                                                                                                                        Innovation in Community Culture – Insights From Community (re)Focus, 2021
                                                                                                                                                                                                                                                                                                        Innovation in Community Culture – Insights From Community (re)Focus, 2021
                                                                                                                                                                                                                                                                                                    • CRM
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                                                                                                                                                                                                                                                                                                        ZoomInfo-Salesforce Integration – A Step-by-Step Roadmap Integrate Your Salesforce Instance with Qualtrics
                                                                                                                                                                                                                                                                                                        ZoomInfo-Salesforce Integration – A Step-by-Step Roadmap Integrate Your Salesforce Instance with Qualtrics
                                                                                                                                                                                                                                                                                                      • Microsoft Dynamics 365
                                                                                                                                                                                                                                                                                                        Azure AI Foundry Updates: New Models, Customization Tools, and Enterprise Agent Upgrades Dynamics 365 Marketing: The Key to Scalable, Omnichannel Campaigns
                                                                                                                                                                                                                                                                                                        Azure AI Foundry Updates: New Models, Customization Tools, and Enterprise Agent Upgrades Dynamics 365 Marketing: The Key to Scalable, Omnichannel Campaigns
                                                                                                                                                                                                                                                                                                      • Salesforce
                                                                                                                                                                                                                                                                                                        Agentforce Security: Protecting Your CRM in the Age of AI Salesforce Launches Agentforce 3.0: Here’s Everything You Need to Know About the Upgrade
                                                                                                                                                                                                                                                                                                        • CPQ
                                                                                                                                                                                                                                                                                                          Multiplying Subscription Success: Understanding Renewal Metrics in Salesforce CPQ The Ultimate Guide to Quote-To-Cash Process: Why It Matters and How to Optimize It
                                                                                                                                                                                                                                                                                                        • Sales Cloud
                                                                                                                                                                                                                                                                                                          Salesforce’s Strategic Move: Acquiring Spiff for Sales Commission Automation Salesforce Sales Cloud Innovations – Your Key to Higher Revenue
                                                                                                                                                                                                                                                                                                        • Service Cloud
                                                                                                                                                                                                                                                                                                          Salesforce Service Cloud Implementation: Your End-to-End Success Roadmap Streamlining Sales and Field Service Operations for Maximum Efficiency
                                                                                                                                                                                                                                                                                                        • Salesforce QA
                                                                                                                                                                                                                                                                                                          Integration Testing in Salesforce: Types, Uses, & Strategies Streamlining Your Workflow: Best Practices for Salesforce Automation Testing
                                                                                                                                                                                                                                                                                                        • Salesforce Arena
                                                                                                                                                                                                                                                                                                        Agentforce Security: Protecting Your CRM in the Age of AI Salesforce Launches Agentforce 3.0: Here’s Everything You Need to Know About the Upgrade
                                                                                                                                                                                                                                                                                                      • Sales Optimization
                                                                                                                                                                                                                                                                                                        Top 5 Tips to Achieve Sales Success in 2018 Sell More With Accurate White-Space Analysis
                                                                                                                                                                                                                                                                                                        Top 5 Tips to Achieve Sales Success in 2018 Sell More With Accurate White-Space Analysis
                                                                                                                                                                                                                                                                                                    • Data Science
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                                                                                                                                                                                                                                                                                                        Healthcare Data Analytics: Unlocking Growth for Behavioral Health Providers 5 Industries Winning Big with Data Engineering
                                                                                                                                                                                                                                                                                                        Healthcare Data Analytics: Unlocking Growth for Behavioral Health Providers 5 Industries Winning Big with Data Engineering
                                                                                                                                                                                                                                                                                                      • Artificial Intelligence
                                                                                                                                                                                                                                                                                                        AI and Human Collaboration in Marketing: Striking the Perfect Balance Transforming the Future of Business: How AI-Driven SaaS Solutions are Redefining Efficiency and Innovation
                                                                                                                                                                                                                                                                                                        AI and Human Collaboration in Marketing: Striking the Perfect Balance Transforming the Future of Business: How AI-Driven SaaS Solutions are Redefining Efficiency and Innovation
                                                                                                                                                                                                                                                                                                      • Big Data Analytics
                                                                                                                                                                                                                                                                                                        Tableau Conference 2025—Key Takeaways & Highlights Big Data Blueprint: Navigating the Infrastructure Landscape for Business Success
                                                                                                                                                                                                                                                                                                        Tableau Conference 2025—Key Takeaways & Highlights Big Data Blueprint: Navigating the Infrastructure Landscape for Business Success
                                                                                                                                                                                                                                                                                                      • Business Intelligence
                                                                                                                                                                                                                                                                                                        Demystifying the Data Journey: Tableau Vs Power BI Why Your Business Requires a Centralized Dashboard
                                                                                                                                                                                                                                                                                                        Demystifying the Data Journey: Tableau Vs Power BI Why Your Business Requires a Centralized Dashboard
                                                                                                                                                                                                                                                                                                      • Data Visualization
                                                                                                                                                                                                                                                                                                        Omnichannel Reporting: Data-Driven Insights for Growth Improving Healthcare Analytics With Data Visualization
                                                                                                                                                                                                                                                                                                        Omnichannel Reporting: Data-Driven Insights for Growth Improving Healthcare Analytics With Data Visualization
                                                                                                                                                                                                                                                                                                      • Data Warehouse
                                                                                                                                                                                                                                                                                                        How Snowflake is Pioneering Governance, Security, and Generative AI Innovations for 2025 10 Best Practices to Secure Your Data in Snowflake
                                                                                                                                                                                                                                                                                                        How Snowflake is Pioneering Governance, Security, and Generative AI Innovations for 2025 10 Best Practices to Secure Your Data in Snowflake
                                                                                                                                                                                                                                                                                                      • Predictive Analytics
                                                                                                                                                                                                                                                                                                        Optimize ABM Initiatives with Predictive Analytics Improving Healthcare With Predictive Analytics: 2025 and Beyond
                                                                                                                                                                                                                                                                                                        Optimize ABM Initiatives with Predictive Analytics Improving Healthcare With Predictive Analytics: 2025 and Beyond
                                                                                                                                                                                                                                                                                                    • Design
                                                                                                                                                                                                                                                                                                      • Community Design
                                                                                                                                                                                                                                                                                                        Using Emotions in Design Processes to Improve User Experience 6 Design Elements for Community Managers to Improve User Experience
                                                                                                                                                                                                                                                                                                        Using Emotions in Design Processes to Improve User Experience 6 Design Elements for Community Managers to Improve User Experience
                                                                                                                                                                                                                                                                                                      • Landing Page
                                                                                                                                                                                                                                                                                                        4 Noteworthy Ways of Using Video Landing Pages to Boost Conversions A Step-by-Step Guide to Create Meaningful Landing Page Images
                                                                                                                                                                                                                                                                                                        4 Noteworthy Ways of Using Video Landing Pages to Boost Conversions A Step-by-Step Guide to Create Meaningful Landing Page Images
                                                                                                                                                                                                                                                                                                      • LMS Designing
                                                                                                                                                                                                                                                                                                        Learning Management Systems 101: The Future of Workplace Learning Top 5 eLearning Trends to Watch Out for in 2021
                                                                                                                                                                                                                                                                                                        Learning Management Systems 101: The Future of Workplace Learning Top 5 eLearning Trends to Watch Out for in 2021
                                                                                                                                                                                                                                                                                                      • MadCap Flare
                                                                                                                                                                                                                                                                                                        MadCap Flare Goes Cloud: A Game-Changer for Technical Documentation? How to Effectively Use AI Tools for Content Creation
                                                                                                                                                                                                                                                                                                        MadCap Flare Goes Cloud: A Game-Changer for Technical Documentation? How to Effectively Use AI Tools for Content Creation
                                                                                                                                                                                                                                                                                                      • Product Design
                                                                                                                                                                                                                                                                                                        5 Reasons Why Product Design Is Crucial to Win Customers 6 Steps to Create Product Designs That Stand Out
                                                                                                                                                                                                                                                                                                        5 Reasons Why Product Design Is Crucial to Win Customers 6 Steps to Create Product Designs That Stand Out
                                                                                                                                                                                                                                                                                                      • Videos
                                                                                                                                                                                                                                                                                                        Short Vs Long Videos: What Works Best for B2B? eLearning Excellence: Crafting Content for Diverse Learning Styles
                                                                                                                                                                                                                                                                                                        Short Vs Long Videos: What Works Best for B2B? eLearning Excellence: Crafting Content for Diverse Learning Styles
                                                                                                                                                                                                                                                                                                      • Web & Graphic
                                                                                                                                                                                                                                                                                                        The Power of Visuals: Driving B2B Success Through Design 6 Ways to Make Skeuomorphism a Part of Your Design Strategy
                                                                                                                                                                                                                                                                                                        The Power of Visuals: Driving B2B Success Through Design 6 Ways to Make Skeuomorphism a Part of Your Design Strategy
                                                                                                                                                                                                                                                                                                    • Marketing
                                                                                                                                                                                                                                                                                                      • Account-Based Marketing
                                                                                                                                                                                                                                                                                                        Mastering ABM: 5 Essential Steps for a High-Impact Campaign How Account-Based Marketing and Marketing Automation Work Together for Optimal Results
                                                                                                                                                                                                                                                                                                        Mastering ABM: 5 Essential Steps for a High-Impact Campaign How Account-Based Marketing and Marketing Automation Work Together for Optimal Results
                                                                                                                                                                                                                                                                                                      • Content Marketing
                                                                                                                                                                                                                                                                                                        Healthcare Content Marketing: Strategies That Drive Results in B2B 10 SaaS Content Marketing Tactics to Make Your Brand Unforgettable
                                                                                                                                                                                                                                                                                                        Healthcare Content Marketing: Strategies That Drive Results in B2B 10 SaaS Content Marketing Tactics to Make Your Brand Unforgettable
                                                                                                                                                                                                                                                                                                      • Data Management
                                                                                                                                                                                                                                                                                                        Fuel for Marketing: Data Management Transform your Lead Database with the Contact Washing Machine
                                                                                                                                                                                                                                                                                                        Fuel for Marketing: Data Management Transform your Lead Database with the Contact Washing Machine
                                                                                                                                                                                                                                                                                                      • Information Security
                                                                                                                                                                                                                                                                                                        Securing Tomorrow: Top 8 Cybersecurity Forecasts for 2024 Cybersecurity in the Quantum Era: Protecting Against New Threats
                                                                                                                                                                                                                                                                                                        • CCPA
                                                                                                                                                                                                                                                                                                          CCPA Enforcement: What You Need To Know CCPA: What Marketers Need To Know
                                                                                                                                                                                                                                                                                                        • GDPR
                                                                                                                                                                                                                                                                                                          Is your Sales Team Ready for European Union GDPR? Why should U.S. businesses care about EU GDPR?
                                                                                                                                                                                                                                                                                                        Securing Tomorrow: Top 8 Cybersecurity Forecasts for 2024 Cybersecurity in the Quantum Era: Protecting Against New Threats
                                                                                                                                                                                                                                                                                                      • Demand Generation
                                                                                                                                                                                                                                                                                                        6 Landing Page Best Practices to Ace Demand Generation Why Going Omnichannel Should be Your Next Goal
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                                                                                                                                                                                                                                                                                                      Top 5 Customer Success Trends for 2021

                                                                                                                                                                                                                                                                                                      Marketing

                                                                                                                                                                                                                                                                                                      Top 5 Customer Success Trends for 2021

                                                                                                                                                                                                                                                                                                      Aastha Thakur

                                                                                                                                                                                                                                                                                                      Jan 25, 2021

                                                                                                                                                                                                                                                                                                      3 minute read

                                                                                                                                                                                                                                                                                                      “Customer Success is where 90% of the revenue is.” – Jason Lemkin

                                                                                                                                                                                                                                                                                                      After a challenging year like 2020, the importance of customer success has only grown. Customer success is expanding beyond the SaaS and other software verticals and you won’t be able to ignore it in 2021.

                                                                                                                                                                                                                                                                                                      It is important because your success is correlated with the success of your customer. When customers succeed using your product or service, they’ll keep using it, and thus, your business will continue to flourish.

                                                                                                                                                                                                                                                                                                      Let’s explore the top 5 customer success trends that we think will play a big part to win over customers’ hearts and minds in 2021.

                                                                                                                                                                                                                                                                                                      ”Blog-Image”/

                                                                                                                                                                                                                                                                                                      1. Leverage the AI and IoT Guns

                                                                                                                                                                                                                                                                                                      Artificial Intelligence (AI) has been a game-changer in customer success in 2020 and will continue to be one in 2021 as well. AI-powered chatbots are pivotal in the transition from customer support to customer success. They extend omni-channel support by unifying conversations across multiple platforms that customers use during their customer journey. With AI evolving to be much more accurate in processing data, it can help you analyze your customer data. With the power of AI, your team will see a boost in productivity, a reduction in churn rate, and an improvement in customer experience.

                                                                                                                                                                                                                                                                                                      Additionally, the Internet of Things (IoT) can help your customer success teams learn more about your customers’ needs, habits, and behavior to understand how you can provide personalized experiences that delight customers.

                                                                                                                                                                                                                                                                                                      2. Harness the Power of Self-Service

                                                                                                                                                                                                                                                                                                      The future of customer support is enabling customers to help themselves. After all, it is the age of DIY. So, your first line of defense should be amplifying your self-service practices. The best way to implement self-service is with a knowledge base. This will help reduce friction in the customer journey, deflect tickets, and boost customer satisfaction.

                                                                                                                                                                                                                                                                                                      Add relevant support articles and answers to Frequently Asked Questions (FAQs). Include different content forms in your knowledge base. For instance, for questions that require thorough assistance, you can provide step-by-step guides with screenshots or how-to videos.

                                                                                                                                                                                                                                                                                                      3. Use Predictive Analytics to Become Proactive

                                                                                                                                                                                                                                                                                                      Customer success needs to be proactive, not reactive. The growth of predictive analytics has been a boon for us all. It can help your teams predict customer outcomes and identify customers who are likely to churn, cross-sell, or convert.

                                                                                                                                                                                                                                                                                                      For instance, when it comes to predicting churn, there are many factors that indicate a customer may churn like through an incomplete onboarding process, a decline in product usage, an increase in support ticket volume, or negative sentiment during communications. With predictive analytics, you can eliminate risk factors that may hamper your customer’s experience.

                                                                                                                                                                                                                                                                                                      4. Be Data-Driven

                                                                                                                                                                                                                                                                                                      2021 calls for customer success teams to be more data-driven to understand customers down to a T. You must use all the data sources at your disposal to understand customers better. Share what you learn with your customer success reps so that they can learn how to be proactive in their approach to deliver exceptional service. With insights into real-time data, your customer success teams get a holistic understanding of your customers. Look into key customer metrics such as:

                                                                                                                                                                                                                                                                                                      • Annual Recurring Revenue (ARR)
                                                                                                                                                                                                                                                                                                      • Monthly Recurring Revenue (MRR)
                                                                                                                                                                                                                                                                                                      • Retention Rates
                                                                                                                                                                                                                                                                                                      • Net Promoter Score
                                                                                                                                                                                                                                                                                                      • Customer Lifetime Value (CLV)

                                                                                                                                                                                                                                                                                                      To gain success in 2021, you must go above and beyond to retain customers and deliver satisfying support to ensure that your customer has a seamless experience.

                                                                                                                                                                                                                                                                                                      5. Invest in a Customer Success Solution

                                                                                                                                                                                                                                                                                                      Just like a marketer sees a best friend in a marketing automation platform, sales teams have CRMs, it would be fruitful for you to implement a customer success platform if you haven’t already. It will help drive success with better user engagement and experience. Also, it helps to:

                                                                                                                                                                                                                                                                                                      • Identify trends to build engagement strategies
                                                                                                                                                                                                                                                                                                      • Empower cross-departmental participation
                                                                                                                                                                                                                                                                                                      • Reduce churn rate
                                                                                                                                                                                                                                                                                                      • Increase customer retention
                                                                                                                                                                                                                                                                                                      • Boost up-selling opportunities

                                                                                                                                                                                                                                                                                                      Choose a customer success platform that combines all aspects of engagement, onboarding, adoption, customer experience, and more. Make sure your platform is scalable, offers seamless integrations with your CRM, communication, and analytics platforms to support your customer success efforts. Some powerful customer success platforms to consider are Churnzero, Custify, Natero.

                                                                                                                                                                                                                                                                                                      With these trends in mind, keep a proactive and personalized approach to hit the customer success ball out of the park in 2021!

                                                                                                                                                                                                                                                                                                      Want to stay ahead on the customer success road? Talk to us!

                                                                                                                                                                                                                                                                                                      Grazitti’s customer success aces will be happy to steer your customer success wagon in the right direction. Just drop in a line at [email protected] and we’ll take it from there!

                                                                                                                                                                                                                                                                                                      Tags:

                                                                                                                                                                                                                                                                                                      Customer SuccessCustomer Success Trends

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