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
As Customer Success teams we’re constantly striving to help our customers achieve their goals and objectives- but how do we know if our efforts are having the desired effect? Are there metrics that indicate whether or not Customer Success has… Continue Reading
“Have you thought this through?” We were celebrating Christmas at my grandparents’ house a few days before the 25th. The day was clear and you could see the base of Mount Diablo from the couch I was sitting on. It… Continue Reading
The days are getting shorter, holiday shopping is approaching its climax, and companies are starting to make plans and projections for 2018. But what SaaS metrics should your company use to gut-check your projections? Is the CAC or churn… Continue Reading
Customer Success teams interact with many cross-functional departments, building and maintaining relationships from Support to Account Management. But few relationships have more impact on future customer success than the one between Customer Success and Sales. At no time is coordination and collaboration between… Continue Reading
It should never be Customer Success vs Customer Support. Yet, somehow these departments have become separated and even disassociated from each other. It has become common for Customer Success to be perceived as the driver of every aspect of customer satisfaction… Continue Reading
“The Challenger Sale” has been one of the most popular and influential sales books since it was released in late 2011. And while it’s been primarily marketed towards sales reps and managers, I was struck by the valuable lessons it can… Continue Reading