In the wake of a slow economy, businesses are struggling to adapt to the resulting economic downturn. To those of us in customer success, it is even more clear that the economic changes caused an […]
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In the wake of a slow economy, businesses are struggling to adapt to the resulting economic downturn. To those of us in customer success, it is even more clear that the economic changes caused an […]
As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. CSM Practice conducted a weekly survey to observe potential improvements in how the crisis impacted SaaS companies […]
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 […]
The economic crisis has affected Customer Success teams all over the world, without exceptions. Dealing with the new reality required customer success leaders to step up and revise their existing customer strategies to meet the […]
Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you does not mean they are successful either. It is the job of the customer success team […]
A good customer success team drives continuous value to the customer at every point in the customer lifecycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product […]
Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even […]
All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to […]
A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems […]
The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to […]
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 […]
The commonly used and highly effective customer success approach for early-stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout their customer journey. However, as […]