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 […]
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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 […]
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 […]
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 […]
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 […]
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 […]
In the customer success era, onboarding customers go above and beyond adhering to a certain scope of work in a timely manner. Take a look at these three new best practices you can implement to […]
When your customers succeed, your business succeeds. This is why customer success is so important. We first saw the customer-centric model appear specifically in SaaS companies, it’s not trickling into many other businesses. If there’s […]