Customer Success

/Customer Success

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 [...]

Comments Off on Metrics and Measurement

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 [...]

Comments Off on Conflict Resolution in Customer Success Management

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 [...]

Comments Off on Selecting a Customer Success Software for a B2B Enterprise

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 [...]

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

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 [...]

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

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 [...]

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

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 [...]

5 Real Struggles Articulated by CSMs

By | 2019-05-09T21:41:31-04:00 January 23rd, 2019|Customer Success, Customer Success Best Practices|

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 [...]

Crucial Capacity Considerations for Customer Success

By | 2019-05-09T21:41:31-04:00 December 12th, 2018|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 [...]

Comments Off on Crucial Capacity Considerations for Customer Success

Accountability: It’s not just a buzz word

By | 2019-05-09T21:41:31-04:00 December 4th, 2018|Customer Success|

“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 [...]

Comments Off on Accountability: It’s not just a buzz word

Agile Adoption: “Dating”

By | 2019-05-09T21:41:32-04:00 November 11th, 2018|Agile Customer Success, Customer Success, Customer Success Best Practices|

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 [...]