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
You’re ready to make your first Customer Success hire- congratulations! Establishing a dedicated Customer Success team is an investment in the long-term success of your customers. Most companies realize they need Customer Success when they discover the actual cost of customer… Continue Reading
Read the full post on the Calendly blog.
Humans have known for millions of years that tools allow us to make a greater impact without exerting additional effort. Whether your team has been around for years or is just getting off the ground, tools can level up your… Continue Reading