Customer Success

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Lessons from an Experienced Account Manager

By | 2018-08-30T15:09:28+00:00 August 28th, 2018|Customer Success|

A Learned Account Manager is Jealous of Today’s Customer Success Managers I’ve been in some version of account management – call it customer satisfaction, sales or customer success  - for all of my adult life (my entire life, if you count my girl scout cookie sales). Throughout my 33 years of business experience, I would have struggled far less, and been much more successful, “if only I had known then what I know now.” I [...]

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The Definition of Customer Success: A Short Discussion on the Discipline

By | 2018-06-07T16:13:32+00:00 April 27th, 2018|Customer Success|

In today’s “subscription economy,” consumers want more than a month-to-month delivery of a product. Technology and services available for companies to do their work have advanced so much that the switching costs are no longer a deterrent. An 18-month go-live timeline can leave teams with a bad taste in their mouth and more susceptible to competitor encroachment. The B2B SaaS world has responded appropriately through the mass adoption of Customer Success--a discipline, a function and [...]

Hubspot: How Do You Build Customer Loyalty? Lessons from a Lemonade Stand

By | 2018-06-05T16:16:45+00:00 April 17th, 2018|Customer Advocacy, Customer Success, Customer Success Best Practices, Featured In|

Did you ever run a lemonade stand growing up? If not, you can surely recall seeing the scenario play out on TV or in a movie: A small child tries to peddle lemonade for a quarter -- it’s young entrepreneurship at its best. What do you do when you happen upon the adorable and smart neighbor who regularly sells lemonade on the corner to raise money for a team fundraiser, for example? You stop and buy some, [...]

The Dynamic Duo – Customer Success and Customer Marketing

By | 2018-05-02T12:30:29+00:00 April 5th, 2018|Customer Marketing, Customer Success|

In the B2B recurring revenue economy, customer relationships are increasingly owned by a team of professionals (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. As part of the charter for Customer Success, marketing teams are now joining the action to facilitate customer loyalty, too. In [...]

Graduation

By | 2018-03-20T00:41:09+00:00 March 15th, 2018|Customer Success, Customer Success Best Practices|

So my feeling on Graduation is that it’s less a post live meeting and more a post first value meeting.  I would typically say that we are identifying a measure of first value that we want to achieve that impacts their business in some positive way in order to graduate. I think graduation is a step that both you and your customer will know you have reached once you have worked together to create and [...]

Customer Success 2018: The Year of Adoption

By | 2018-03-12T17:49:35+00:00 January 25th, 2018|Customer Success|

While the term Customer Success may have been used for the first time back in 1996 to name a department committed to helping customers be successful using Vantive’s CRM, Customer Success as a holistic approach to developing loyal customers is still evolving. Where on the evolutionary curve it falls is up for debate. Even though many of us in the industry (purveyors of Customer Success solutions) may wish for us all to be on the [...]

Retrospectives

By | 2018-03-12T17:47:39+00:00 January 9th, 2018|Customer Success, Customer Success Best Practices, Featured In|

WHY ARE Retrospectives IMPORTANT? There are three primary reasons for conducting Retrospectives: allowing your customers to be heard taking steps toward cultivating long-term loyal customers agreeing upon the “sprint plan” that outlines what both sides are tasked with accomplishing ahead of the next scheduled retrospective Routine Retrospectives provide the framework for you to check in on your customer in a scheduled way to understand what’s working and what’s not. Simple agendas for Retrospectives allow you [...]

Martech Series: 5 Customer Success Platform Must-Haves

By | 2018-05-31T21:58:23+00:00 January 3rd, 2018|Customer Success, Featured In|

When 20 percent of existing customers account for 80 percent of your future revenue, it’s vital to keep them engaged and satisfied. While this may fall under the label of ‘Customer Relationship Management’ at your organization, many organizations are now referring to this function as ‘Customer Success.’ Customer Success Management entails much more than checking in with a customer periodically to see if they have questions or issues with your solution. It’s a process which is dedicated [...]

A Day in the Life of 2 Customer Success Managers

By | 2018-03-20T00:41:54+00:00 November 16th, 2017|Customer Success, Infographic|

Customer Success Managers keep a lot of balls in the air over the course of their days. They perform a variety of tasks to keep customers delighted, and frequently face surprises in the midst of their well-planned routines. Consider what the typical day looks like for two Customer Success Managers: one who performs his job piecing together account information from a variety of sources, and the other who is supported by an agile work management [...]

Rapid Prototyping

By | 2018-03-12T17:58:15+00:00 November 14th, 2017|Customer Success, Customer Success Best Practices|

WHY IS Rapid Prototyping IMPORTANT? Not every SaaS company does Rapid Prototyping for new customers, but we encourage it as an opportunity to be impressive right out of the gates. If your solution allows you to get a quick win with your new customer by focusing on a single area or part of your solution, you will start the relationship off with a bang that will have far reaching effects. WHO NEEDS TO KNOW HOW [...]

Implementation Discovery

By | 2018-03-12T18:03:07+00:00 October 24th, 2017|Customer Success, Customer Success Best Practices|

WHY IS Implementation Discovery IMPORTANT? You’ve kicked off your relationship with a new customer, and now it’s time to get tactical. Implementation Discovery is a step that can sometimes be forgotten, yet is extremely important. It’s an opportunity to catch things that may have been missed during the sales and kickoff steps, and validate the KPIs you and your customer have agreed to. Consider this the first tactical, down and dirty, meeting. What do they [...]