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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 […]
A steady stream of recurring revenue is essential for any SaaS company. It forms the basis for the company’s profitability and valuation. Since customers prefer pay-as-you-use services, most businesses now use a subscription-based model to […]
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 […]
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 […]
Customer success, the extent to which your customers are satisfied with your product or service, is a critical part of the business. Generally, the greater your customers’ success, the more your business is likely to […]
Being proactive when it comes to customers is a relatively new concept. The objective has always been to deal with problems as they arise, appease unhappy customers, and repeat. As you know, the way the […]
Too often do Quarterly Business Reviews provide little, or no additional value to the client and lack focus, accountability, or incentive for your client to give this meeting a priority again. It is up to […]
In one of my previous articles, I shared how Quuu co-founder Daniel Kempe took the time to learn more about my experience with their product. Daniel’s attention to detail left me with a far better appreciation of their service, […]
The discipline of Customer Success is constantly changing, and it’s important to maintain the right focus on Why, How, and What as we instill these values in our company’s culture. The ‘Why’ comes naturally: Customer […]
We’ve examined churn in a few previous articles, both what it feels like to your customer and creating the conditions which make it impossible. But if we really want to eliminate churn, we need to […]
Recently I’ve been making a much greater investment in my presence on Social Media, specifically Twitter. So when I learned about a tool that would automatically publish curated content to Twitter on my behalf, I was intrigued. Quuu […]