Customer Success

/Customer Success

Adopt: Vision Management

By | 2019-08-29T20:57:43-04:00 August 29th, 2019|Customer Success|

WHY IS Vision Management IMPORTANT? Typically, businesses define and utilize vision statements both internally and externally. Internally, a business’s vision guides the thinking for strategic issues and employee decision making. It also should inspire employees as they share common goals. Externally, the vision can be used to enlist support and improve communication with customers and partners. In the context of Customer Success, vision management is guiding and modifying your strategy and philosophy for working with [...]

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A 3-step Guide to Making Renewals Happen

By | 2019-08-22T20:50:51-04:00 August 22nd, 2019|Customer Success, Customer Success Best Practices|

Customer Retention Begins Long Before You Try to Renew a Contract In the recurring revenue economy, customer retention is synonymous with success. 80 percent of customer lifetime value comes through renewals. So, you could say that securing customer renewals is our bread and butter. While we hope that renewals happen organically as a result of all the great work we do to help our customers be successful, sometimes they need a gentle nudge to get over [...]

Agile Scrumban: The Best Approach for Customer Success

By | 2019-08-14T20:57:13-04:00 August 14th, 2019|Agile Customer Success, Customer Success|

Incorporating the best of Agile for Customer Retention The self-managed, customer-focused nature of the Agile methodology is fast becoming the go-to approach for managing projects and accounts across industries and functions. The Scrum framework and Kanban system, which are associated with Agile, are particularly beneficial in managing the work involved in customer retention. Consider Agile Scrumban as the ideal solution for doing and managing the multifaceted and collaborative work of Customer Success. Profound knowledge and [...]

Checking In Can Yield Checking Out

By | 2019-07-24T11:25:45-04:00 July 17th, 2019|Customer Success, Customer Success Best Practices|

How to effectively use check-ins to increase customer retention rates Is conducting check-in phone calls or sending e-mails to your customers part of your customer retention strategy? If so, you may want to reconsider how effective those phone calls and emails are in reaching your goal of retaining and growing your customer base. Consider the following phone call scenarios Scenario 1: an unscheduled check-in call during Implementation CSM: “Hi, Customer. It’s CSM. Just calling to check [...]

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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The Best Defense is Great Offense

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

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 [...]

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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Selecting a Customer Success Software for a B2B Enterprise

By | 2019-05-09T21:41:31-04:00 April 2nd, 2019|Customer Success|

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 [...]

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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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Why A CRM Does Not Make A Good CSM Tool

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

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 [...]