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 […]
Top Learnings from Gainsight Pulse 2018: Day 2
Day two at Pulse proved to be another one of learning, with a focus on a few key themes, including a strong tie to customer business outcomes. Here were my top takeaways: 1. Every customer […]
The Foundation to Accountable Customers
Uncovering the Customer’s Role in Success If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can […]
How to Scale Your Customer Success Teams
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 […]
Segmenting Your Customer Base to Scale
As your company grows and you win more customers, you will either need to hire more people or be smarter with your time. To scale your Customer Success team, you will need to segment your […]
3 Steps to Increase Your Customer Success Budget
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 […]
How to Focus Customer Success on Advocacy
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 […]
3 Ways to Promote Productivity & Proactivity
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, […]
Easy Customer Success Playbooks You Can Automate
These days, the practice of Customer Success finds itself at an interesting crossroads. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you […]
On-Premise Customer Success Programs
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, […]
Customer Success for On-Premise?! Yes, but…
In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. […]
How to Implement Customer Success Software
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 […]