There are many stages in the life of a business: An early startup stage with a handful of customers, or a much more mature stage with a larger customer base. Somewhere in between, it becomes […]
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There are many stages in the life of a business: An early startup stage with a handful of customers, or a much more mature stage with a larger customer base. Somewhere in between, it becomes […]
Cоmреtіtіоn fоr buѕіnеѕѕ іn tоdау’ѕ ultra-connected, global wоrld іѕ fіеrсе. Eасh dау, frеѕh іdеаѕ аrе fоrmеd and nеw соmраnіеѕ are lаunсhеd, аnd уеt – 90% оf ѕtаrtuрѕ fаіl. Nееdlеѕѕ tо ѕау (оr уоu wоuldn’t bе […]
Our approach to scaling a customer success team might be vastly different for strategic accounts vs. your small and mid-size business (SMB) segment. To scale, most organizations would start by segmenting their customer base and then […]
There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Problem is, role in CSM is relatively new, and […]
As the Customer Success practice is established, organizations and their customers must grapple with change. Customer Success teams need to quickly shift from support ticket escalations to delivering on business outcomes. Their clients need to understand the […]
This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO of Client Success. Dave asked me if I might be interested in taking part as […]
When we approach addressing this question, we should ask ourselves if the Customer Success Management (CSM) team mainly focused on high-touch or are we looking to scale the efforts that are already working efficiently for […]
To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer […]
Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman, VP of Customer Success at Influitive to learn how he promotes customer success at Influitive […]
Many customer success organizations still work with a high-touch approach. If asked, they will admit that their job is to do anything for the client. This approach is not scalable, time-consuming, and what is worse, […]
In the technology industry, Customer Success Management is a growing practice. There is also an increase in the popularity of SaaS (Software as a Service) as a software licensing and delivery model. As a result, […]
The usage of Customer Success Management software is invaluable in business today. Such software helps the customer success team better understand your customers and effectively promote upsells and cross-sells. The goal of the customer success […]