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Brooke Goodbary

Customer Success consultant, writer, and expert
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3 Customer Success takeaways from the 2018 SaaS company survey

December 29, 2018Brooke

With 2018 retrospectives in full swing and a new year on the horizon, now is the perfect time to review David Skok’s annual private SaaS company survey. This report provides insights and benchmarks for teams across SaaS companies- from Sales and Marketing… Continue Reading →

Thinking about taking a job in Customer Success? Here’s why you should

November 30, 2018Brooke

Who should be thinking about taking a job in Customer Success? The backgrounds of people in Customer Success widely vary. You might be a recent grad who doesn’t have much experience but knows they like working with people. Or, a… Continue Reading →

Customer Success FAQs

October 8, 2018Brooke

The ChurnZero team has been spotlighting Customer Success professionals to get their take on the industry as well as get to hear some of their top tips they’d like to share. It was great being able to participate- read my… Continue Reading →

Guest Post

When To Tier Your Customers

September 10, 2018Brooke

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 →

Why CSMs Need To Be Capable Project Managers

September 6, 2018Brooke

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 →

Guest Post

How to Re-engage Unresponsive Customers

August 15, 2018Brooke

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 →

Guest Post

Negotiating as a Customer Success Manager

July 25, 2018Brooke

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 →

Guest Post

Understanding the Customer Success Manager Role

July 20, 2018Brooke

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 →

Guest Post

The Rise of Customer Success

June 28, 2018Brooke

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 →

When to buy Customer Success software

May 31, 2018Brooke

  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 →

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Recent Posts

  • 4 SaaS Trends Affecting Customer Success
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  • What Customer Success Managers can learn from “The Challenger Customer”
  • Professional Services and Customer Success in SaaS startups

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