How to get your Executive Sponsors to attend your QBRs? Executive Sponsors Engagement Disha Gosalia, VP of Customer Success at Freshworks shares best practices to ensure executive attendance in quarterly business reviews. Disha touches on […]
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How to get your Executive Sponsors to attend your QBRs? Executive Sponsors Engagement Disha Gosalia, VP of Customer Success at Freshworks shares best practices to ensure executive attendance in quarterly business reviews. Disha touches on […]
Some companies, take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success […]
The customer journey mapping helps improve the customer success team’s morale, reduce employee turnover, reduce fire fighting reactive mode, resolve business process issues, and improve customer data challenges. The customer journey maps allow customer success […]
The utilization of customer communication by customer success teams has never been easy. The Coronavirus pandemic has affected many economies around the globe, and different businesses need to map the way forward as soon as […]
If you are a Customer Success Manager walking down the path of establishing a continued strong relationship with your clients, there are some activities that you should pay attention to. Demonstrating value for the clients […]
It is my assumption that in the next 6 months, there will be very few business travels. Would you postpone the next (executive) business review until in-person visits are an option again? Per CSM Practice COVID-19 Survey results, […]
Recently, I find many of my clients segment their existing client base in a new way in response to a slow in the economy. This new segmentation strategy is placed to ensure customer success teams […]
At early startup stages, customer success teams and other customer-facing teams are usually familiar with their customer base. A handful number of customers at this level means that customer success teams can identify most customers by […]
Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger […]
In the first blog of this series, we discussed the importance of being proactive as a Customer Success Manager (CSM). We established that productivity is the key to being proactive since it allows the CSM to dedicate more time to […]
Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers […]
I was interviewed by Jayaram Bhat, Squelch Co-Founder, and CEO and we talked about the latest trends in both customer support and success. We examined the more proactive role that supports teams are playing and […]