Bolstra Blog

/Bolstra Blog/

Fundamental Differences between Account Management & Customer Success Management [Infographic]

How do Account Managers and CSMs Co-exist in Today’s Recurring Revenue Businesses? As Customer Success gains traction in SaaS organizations and beyond, the value of traditional Account Management is being challenged. B2B organizations with recurring revenue models are massaging their Customer Success charters to find ways to optimally provide ongoing value to customers WHILE they ensure retention, identify growth opportunities, and promote advocacy. Who is responsible for each aspect of tending to existing customers is [...]

By | 2019-05-09T21:41:30-04:00 May 3rd, 2019|Customer Success Manager, Infographic|0 Comments

The Best Defense is Great Offense

How Customer Success Uses Playbooks to Mitigate Churn In the recurring revenue economy, negative churn is the name of the game. This is more than retaining customers. It’s about creating consistently excellent customer experiences that lead to a strong sense of loyalty and the willingness to advocate on your behalf. Customer advocates are the key to negative churn. Customer Success Managers lead the team in making sure all those responsible for the overall experience of [...]

By | 2019-05-09T21:41:30-04:00 April 24th, 2019|Customer Retention, Customer Success|1 Comment

Conflict Resolution in Customer Success Management

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 [...]

By | 2019-05-09T21:41:30-04:00 April 19th, 2019|Agile Customer Success, Customer Success|Comments Off on Conflict Resolution in Customer Success Management

#Customer Success looks like … A unicorn

What is a Customer Success Manager? According to one job description, “The customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback, and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.” The [...]

By | 2019-05-09T21:41:30-04:00 April 8th, 2019|Customer Success Manager|0 Comments

Quarterly Business Reviews for Customer Success

Quarterly Business Reviews WHY ARE Business Reviews IMPORTANT? There are basically two types of periodic customer reviews: Retrospectives and Business Reviews (also known as Quarterly Business Reviews, or QBRs). Retrospectives are typically conducted with admins and users and are very tactical. Business Reviews, on the other hand, are strategic meetings with executives designed to deepen the relationship and enhance the value ‘of’ and ‘for’ the customer. There are three primary reasons for conducting Quarterly Business [...]

By | 2019-05-09T21:41:31-04:00 April 4th, 2019|Agile Customer Success|Comments Off on Quarterly Business Reviews for Customer Success

Selecting a Customer Success Software for a B2B Enterprise

Not all B2B organizations have the same needs and visions when it comes to how they retain and grow their customer base. And, the role that any technology plays in operationalizing these efforts will vary. The priorities one business places on requirements, features, and functions may not resonate with others. That said, we have yet to talk to a B2B business with a recurring revenue model who’s considering providing their team with a Customer Success [...]

By | 2019-05-09T21:41:31-04:00 April 2nd, 2019|Customer Success|Comments Off on Selecting a Customer Success Software for a B2B Enterprise

#CustomerSuccessLooksLike… Bad Habits Turning into Best Practices

Do you (or your team members) have some bad habits in how you engage with your customers? Maybe you tend to check-in without a real agenda? Or, perhaps your customers see you as someone who’s always trying to upsell them? Or maybe you’re a little scattered because you have so many accounts in so many different lifecycle stages? On the flip side, does your customer have some bad habits you’d like to help them break? [...]

By | 2019-05-09T21:41:31-04:00 March 24th, 2019|Customer Success Best Practices|0 Comments

Work Management Basics for SaaS

10 Key Considerations for Customer Success Management What is Customer Success Management? Is it the measurement of how happy your customers are? Or is it knowing what your customers need at all times and being able to deliver value to them by doing things that help them reach their desired outcomes? If you’re shopping for a Customer Success platform, you might think it’s the former. Many of the current technologies that are promoting themselves as [...]

By | 2019-05-09T21:41:31-04:00 March 18th, 2019|Customer Success Best Practices|1 Comment

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 | 2019-05-09T21:41:31-04:00 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 | 2019-05-09T21:41:31-04:00 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 | 2019-05-09T21:41:31-04:00 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 | 2019-05-09T21:41:31-04:00 January 30th, 2019|Customer Success|0 Comments