From launching new accounts to helping existing customers achieve their goals and securing renewals, Customer Success teams have no shortage of responsibilities. With so many demands on a CSM’s time, it’s not surprising that leadership teams are ramping up investment in… Continue Reading
The debate over what types of financial incentives companies should offer customer-facing employees has been unfolding for years. Department stores have gone back and forth on whether salespeople should be paid commission, and cable companies have started paying their support… Continue Reading
The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we’ve made. Some errors are easy to remedy, while others require us to change our behavior in… Continue Reading
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
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
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
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