Customer Success Best Practices

/Customer Success Best Practices
Rated as a High Performer on G2 Crowd Read Reviews

Discovery: How Sales Sets Customer Success up to Succeed

By | 2018-03-13T14:06:55+00:00 October 3rd, 2017|Customer Success, Customer Success Best Practices|

https://embed.vidyard.com/share/xKKXPgGZQXNQyNnX61Lwdf WHY IS THIS IMPORTANT? While Discovery is incredibly informative for a XaaS vendor, it’s important to remember that it’s a moment of vulnerability and truth for a customer. When a customer is willing to share their business model, their pain points, and their needs with you, they are demonstrating trust that you will be able to help them ease their pain and reach their desired outcomes. Sales teams learn a lot during the [...]

5 Real Frustrations of Great Customer Success Managers

By | 2018-03-12T18:19:15+00:00 September 21st, 2017|Customer Success, Customer Success Best Practices|

Customer Success Managers (CSMs) have challenging jobs. The better a CSM is at their job, the greater the likelihood that they have some stresses around being able to do their job well. If you’re managing CSMs, don’t view these frustrations as indicators of weakness or poor performance. Rather, see them as indicators that your team is focused on delivering an excellent experience to your customers, and some of these pain points are implicit to those [...]

A 3-step Guide to Making Renewals Happen

By | 2018-03-12T18:22:31+00:00 September 14th, 2017|Customer Success, Customer Success Best Practices|

In the subscription world securing customer renewals is our bread and butter. 80% of customer lifetime value comes through renewals. We always hope that renewals will happen as a matter of course, but sometimes they need a little gentle shove to get over the finish line. Assuming our customers will renew because they seem happy isn’t enough. We have some work we need to ensure they will renew while preserving (or even improving) the relationships [...]

Checking In Can Yield Checking Out

By | 2018-03-12T18:25:49+00:00 September 7th, 2017|Customer Success, Customer Success Best Practices|

Are you a CSM responsible for remaining close to your customers during onboarding, implementation, and throughout the customer journey? Do you task yourself with routinely checking in on them? If so, you may want to take caution in how you conduct your check-in phone calls. Without an agenda and a plan, check-in phone calls can cause your customers to check out. Consider the following phone call scenarios Scenario 1: an unscheduled Check-In call during Implementation [...]

How (and why) to Use NPS in B2B Businesses

By | 2018-03-12T18:33:44+00:00 August 22nd, 2017|Customer Success, Customer Success Best Practices|

Why use NPS? The Walker Survey report Customers 2020: The Future of B-to-B Customer Experience vouches that “by 2020, the customer experience is predicted to overtake both product and price in distinguishing one firm from another.” There’s no getting around the business case for helping our customers be successful. If they lose, we lose. Conversely, as their success goes, so does ours. There are myriad theories on how to delight our customers. How, though, do [...]

The 5 Stages of Customer Success Maturity

By | 2018-03-12T18:40:27+00:00 July 18th, 2017|Customer Success, Customer Success Best Practices|

Think about how your team is managing your customers. You may be doing some things well and then several things may come to mind as lacking, cumbersome, or just plain difficult. For many companies thinking of this process, or lack thereof, doesn’t give them warm fuzzies. Some of you are reading this because you just lost a big account and you still aren’t sure why. Others are wanting to learn more about the steps needed [...]

Work Management Basics for SaaS

By | 2018-06-22T11:27:48+00:00 July 11th, 2017|Customer Success Best Practices|

5 Dos and Don’ts to Support Best Customer Success Practices Lincoln Murphy defines Customer Success as “when your customers achieve their desired outcome through their interactions with your company. “ OK. That works. Then, 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 do what you must to help them reach their desired outcomes? [...]

#CustomerSuccessLooksLike… Bad Habits Turning into Best Practices

By | 2018-06-22T10:10:26+00:00 October 17th, 2016|Customer Success Best Practices|

Does your spouse or friend have a bad habit? Does he interrupt people when they’re speaking? Check her phone all the time? Have an annoying verbal crutch, and doesn’t even know it? If only they knew how annoying those habits were, and how much easier the relationship could be if they just didn’t have those habits. Just like personal bad habits, we can also get into customer engagement bad habits, and not even know it. [...]

Customer Success Starts with your Socks and Shoes

By | 2018-09-25T15:58:24+00:00 September 7th, 2016|Customer Success, Customer Success Best Practices|

From 1948 to 1975 the University of California Los Angeles’ Men’s Basketball Team was coached by the legendary John Wooden.  Over the course of his coaching career, he won over 600 college basketball games, with a winning percentage over 80%.  He won 10 national championships in 12 years, including 7 in a row.  The totality of his accomplishments and the longevity of his career are without equal.  By nearly every account from every player he [...]