Bolstra Blog

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

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 [...]

By | 2019-03-13T13:44:42-04:00 March 11th, 2019|Customer Success|Comments Off on Ease of Administration and Configuration are Key Criteria for Evaluating Customer Success Software

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

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 [...]

By | 2019-03-13T13:46:12-04:00 February 22nd, 2019|Customer Success|Comments Off on SaaStr 2019: Questions, Answers and Considerations from a Customer Success Vantage Point

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

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 [...]

By | 2019-03-13T14:50:52-04:00 February 7th, 2019|Customer Success|Comments Off on SaaS Customer Success Management: One size (and shape) does NOT fit all

Why A CRM Does Not Make A Good CSM Tool

Why can't I use my customer relationship management software (CRM) for customer success management (CSM)? Think of it as using a screwdriver to hammer in a nail. As screwdrivers are designed, they aren’t best suited to drive nails straight. You may use the back end of one, but you’ll likely end up with a crooked nail or a damaged screwdriver handle. The same logic goes for trying to use your Sales Force Automation (SFA) tool [...]

By | 2019-03-15T17:34:26-04:00 January 30th, 2019|Customer Success|2 Comments

5 Real Struggles Articulated by CSMs

Customer Success Managers (CSMs) have challenging jobs. Tasked with delivering value to multiple customers so that they become loyalists involves lots of work, knowledge, and balance. The better a CSM is at their job, the greater the likelihood that they have some stresses around being able to do all that their job entails. If you’re managing CSMs, take caution to not regard these stresses as indicators of poor performance. If your CSMs are stressed, it’s [...]

How do CSMs succeed in 2019?

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 [...]

By | 2019-03-13T14:46:27-04:00 January 14th, 2019|Customer Success Manager|Comments Off on How do CSMs succeed in 2019?

Churn Management: Don’t Gamble on Customer Experiences

Customer Retention is no game. When it comes to customer renewals, are you taking a chance by rolling the dice on your customers’ experiences? Games are fun but customer retention isn’t a game. Your customers are relying on you to provide a consistent experience, a sure thing. When you create a strategy that guarantees the delivery of a consistent and superior customer experience, you stop gambling and start taking churn management seriously, thereby minimizing the [...]

By | 2019-03-15T17:52:49-04:00 December 18th, 2018|Customer Experience|Comments Off on Churn Management: Don’t Gamble on Customer Experiences

Crucial Capacity Considerations for 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 [...]

By | 2019-03-15T17:32:50-04:00 December 12th, 2018|Customer Success|Comments Off on Crucial Capacity Considerations for Customer Success

Accountability: It’s not just a buzz word

“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 [...]

By | 2019-03-13T14:57:43-04:00 December 4th, 2018|Customer Success|Comments Off on Accountability: It’s not just a buzz word

Effective Customer Lifecycle Management Requires Excellent Work Management

You know exactly what your customer should do or experience at every juncture of implementing your solution. You have a well-defined customer lifecycle which identifies stages and achievements within each stage. You even know who is responsible within your organization for managing the relationship at each turn. However, you still have an adoption and retention issue. Maybe the problem isn’t managing your lifecycle, but rather managing the actual work that is being done to cultivate [...]

By | 2019-03-13T17:14:36-04:00 November 29th, 2018|Customer Lifecycle|Comments Off on Effective Customer Lifecycle Management Requires Excellent Work Management

Agile Adoption: “Dating”

How to Use Agile Customer Success Management to Increase Adoption In our previous blog, Implementing Agile Customer Success Management we shared some best practices for incorporating agile techniques during the first stage (Land) of a post-sale customer relationship. This blog post covers how to continue using agile methodologies as your customers grow more loyal and continue to adopt your solution. Agile methodologies work for Customer Success Management because of the iterative and cyclical nature of [...]

End User Training

WHY IS End User Training IMPORTANT? End User Training is your chance to validate your sponsor’s decision to purchase by demonstrating the power of your platform to his or her team. It is an extremely valuable relationship-building exercise when you are able to do this within their live environment. The best End User Training is built around a well-planned learning design that is persuasive, capitalizes on real and relevant scenarios, and includes reinforcement. WHO NEEDS [...]

By | 2019-03-15T17:20:49-04:00 November 2nd, 2018|Customer Success Best Practices|0 Comments