Onboard Your New Head of CS Like a Pro! Grab Your Copy of My 30-Day Checklist Now >>
✖
An executive sponsor or champion is a critical asset for successful and organization-wide solution deployment and adoption. Executive sponsors leverage their deep understanding of the organization’s ecosystem to support your platform’s selection and implementation despite […]
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 […]
Every customer success metric you can measure falls into one of these four categories: Customer Heath Metrics Customer Success Team Performance Metrics Customer Usage Metrics Customer Financial Metrics In this blog series, we’ll examine each […]
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 […]
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 […]
As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional […]
Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. Churn […]
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 […]
The subscription model has changed everything. In reality, it has put all the power in the customer’s hands. This is the power of choice. With it, customers can either choose to retain your services as a business […]
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 […]