The economic crisis has affected Customer Success teams all over the world, without exceptions. Dealing with the new reality required customer success leaders to step up and revise their existing customer strategies to meet the […]
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The economic crisis has affected Customer Success teams all over the world, without exceptions. Dealing with the new reality required customer success leaders to step up and revise their existing customer strategies to meet the […]
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 […]
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 […]
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 […]
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 […]