Think about the last interaction you had with a service provider. Whether it was a livechat agent or a first-class flight attendant, your lasting impression of that interaction was primarily shaped by expectations around the level of service you would… Continue Reading
Customers are conditioned to see their Customer Success Manager (CSM) as the central point of contact with their vendor. As such, CSMs are the natural first stop for any project a customer wants to discuss. Interested in switching over to… Continue Reading
Relationships are at the core of all customer interactions, and it’s impossible to have a productive one if the communication is one-sided. In our personal lives, we have the luxury of writing people off who don’t reciprocate our efforts to… Continue Reading
Every company I’ve worked for has offered a different mix of resources to support Customer Success Managers (CSMs) when it came time to negotiate with current customers. At one startup, customers were mapped to an Account Executive, and CSMs would… Continue Reading
As Customer Success continues to find its way into the mainstream, Customer Success Managers (CSMs) are at the forefront of this growing movement. In fact, a recent analysis of LinkedIn data found nearly 20,000 open jobs for Customer Success Managers… Continue Reading
83% of Customer Success teams saw growth in team size within the last year according to survey results released by Totango just this week. Meanwhile, a recent analysis of LinkedIn data found nearly 20,000 open jobs for Customer Success Managers-… Continue Reading
There are a lot of companies marketing their software to Customer Success teams. By some estimates there are 20+ purpose built Customer Success software products on the market. Costs vary, but you’ll likely spend from $100 to over $5000… Continue Reading
A core responsibility of Customer Success teams is to communicate and interact with cross-functional teams internally and within their customers’ organizations. People know intuitively that to connect with others we need to adjust our approach based on who we’re talking… Continue Reading
In the early days of a startup everyone from the CEO to the Content Marketer is a defacto member of the Customer Success team. Being removed from customers isn’t a concern because you interact with them daily through support tickets, live trainings,… Continue Reading
Although churn is a common topic in the Customer Success circles I frequent, it’s not unusual to hear even an experienced CSM ask “wait, what type of churn are you talking about?”. In fact, it would be more concerning if… Continue Reading