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So far Bolstra has created 22 blog entries.

Metrics and Measurement

By | 2019-06-13T10:05:31-04:00 June 13th, 2019|Customer Success|

WHY ARE Metrics and Measurement IMPORTANT? While Customer Success management is NOT Customer Success measurement, there’s no getting around the importance of measurement and assessment to know what you need to do to retain and grow healthy customers. Some metrics are more informative of customer health than others. We have the capabilities of extracting voluminous data about our customers, but more isn’t always better. It’s important to know which data to track and, perhaps more [...]

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Objection Handling

By | 2019-05-30T09:43:11-04:00 May 30th, 2019|Customer Loyalty|

WHY IS OBJECTION HANDLING IMPORTANT? Because it’s rarely the case that a prospect becomes and remains a customer permanently without voicing some concerns, Objection Handling is a vital skill for both sales and any account management role. As it relates to Customer Success Management, Objection Handling is as much about proactively identifying potential objections and mitigating them, as it is about handling them when they arise, and even converting potential detractors into promoters. WHO NEEDS [...]

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Red Zone or Dead Zone?

By | 2019-05-21T10:49:41-04:00 May 21st, 2019|Customer Retention|

Identifying and Rescuing the Right At-Risk Customers Do these scenarios sound familiar to you? Your customer engagement team meets weekly to discuss a game plan for customers who are at risk of churning. Each member of the team has access to spreadsheets that document all the touchpoints, support tickets, survey, usage and any relevant anecdotal data about the customers who are within months of renewing. The team then makes decisions about who and how to [...]

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Investing Appropriately in Customer Success

By | 2019-05-09T21:41:30-04:00 May 8th, 2019|Customer Retention|

Why and How to Find Budget for Customer Success Software There’s no longer a debate in the recurring revenue economy about the value of existing, loyal customers. Retaining more customers who serve as advocates and contribute to your growth rate produces more total ARR over time. Consider the simple math comparing a company with a 90% retention and 20% growth rate with another company whose retention rate is 100% and whose growth rate is 30%. [...]

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Conflict Resolution in Customer Success Management

By | 2019-05-09T21:41:30-04:00 April 19th, 2019|Agile Customer Success, Customer Success|

WHY IS Conflict Resolution IMPORTANT? Customer Success is built on a balanced relationship of “value given” and “value received.” When this balance is disrupted, real conflicts can occur, or potential conflicts can be perceived. While it’s ideal to preserve the balance and avoid conflict, it’s highly likely that there will be times within your relationship with your customer that harmony is elusive, and something must be done to restore the equilibrium of the relationship. It [...]

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Ease of Administration and Configuration are Key Criteria for Evaluating Customer Success Software

By | 2019-05-09T21:41:31-04:00 March 11th, 2019|Customer Success|

Investing in enterprise software of any sort (CRM, Support, Marketing Automation, Customer Success) is no small task. Nobody wants to purchase the wrong software. Even with the relatively low costs of SaaS subscriptions, wrong purchases can be very disruptive. Some real costs of purchasing the wrong software include: replacement or dual system cost the cost of selecting another new software retraining and re-implementation costs business disruption costs lost opportunity costs career opportunity costs Smart purchasing [...]

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SaaStr 2019: Questions, Answers and Considerations from a Customer Success Vantage Point

By | 2019-05-09T21:41:31-04:00 February 22nd, 2019|Customer Success|

Our sales team just got back from SaaStr 2019 in San Jose last week. Aside from appreciating the change in scenery (we hail from Indiana), they saw the experience as an opportunity to see the SaaS industry from the inside, and validate why we do what we do. As a Customer Success Management platform, we had the lens of learning how B2B SaaS companies are figuring out how to retain more loyal customers. With an [...]

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SaaS Customer Success Management: One size (and shape) does NOT fit all

By | 2019-05-09T21:41:31-04:00 February 7th, 2019|Customer Success|

As Customer Success increasingly gains traction as a growth engine (in SaaS and beyond), B2B companies that are built on recurring revenue models are seeking ways to organize their Customer Success delivery. But what Customer Success Management means to to these companies varies widely. When SaaS executives are asked “What constitutes Customer Success Management in your organization?”, answers vary with any combination of the following: Implementation/Onboarding Account Management Renewal Management Concierge Support Expert Services Upsell/Expansion [...]

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How do CSMs succeed in 2019?

By | 2019-05-09T21:41:31-04:00 January 14th, 2019|Customer Success Manager|

Look back In 2017, Forbes named Customer Success Managers one of the top 25 best jobs in America. The overview of the position read: “Once a technology sales team lands a new client, they hand the relationship over to the customer success manager, who will manage the relationship going forward. These managers train the client on new products and serve as the point of contact for any problems that arise.” The job sounded like a [...]

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Crucial Capacity Considerations for Customer Success

By | 2019-05-09T21:41:31-04:00 December 12th, 2018|Customer Success|

Even though many C-suite executives are on board with chartering a Customer Success team to focus on customer retention and expansion, they are still figuring out how to fund them. With the goal of being cost neutral, or even a profit center, many are still validating the math on this. Knowing the actual cost of Customer Success team members, and figuring out the way to fund them involves assessing accurate data about time, resources and [...]

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Accountability: It’s not just a buzz word

By | 2019-05-09T21:41:31-04:00 December 4th, 2018|Customer Success|

“You can count on me.” I have said (or at least implied) these words countless times throughout my life, and I bet you have too. We say it when we want to give someone else the assurance that we will be there for them, we have their back, and we will do whatever we said we’d do. It is a way of conveying our personal accountability, which is foundational to any lasting, meaningful relationship. Let’s [...]

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Coverage: The Dynamic Duo – Customer Success & Customer Marketing

By | 2019-05-09T21:42:22-04:00 May 4th, 2018|Featured In|

In the B2B recurring revenue economy, customer relationships are increasingly owned by a team of professionals (called Customer Success Managers) who earn customer loyalty by continuously demonstrating the value of their solution to their customers. Ideally, they have a defined customer lifecycle as their model for customer engagement, and in doing so, are churn mitigators. In an effort to improve Customer Success (CS), marketing teams are joining the action to facilitate customer loyalty, too. In collaboration with their CS [...]