Customer Success

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SaaS Customer Success Management: One size (and shape) does NOT fit all

By | 2019-02-07T15:10:09+00:00 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 | 2019-02-15T09:28:27+00:00 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 | 2019-01-24T09:35:51+00:00 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 | 2018-12-12T15:39:22+00:00 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 [...]

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Accountability: It’s not just a buzz word

By | 2018-12-06T13:58:22+00:00 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 [...]

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Agile Adoption: “Dating”

By | 2018-11-13T08:40:51+00:00 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 [...]

5 Customer Success Platform Must-Haves

By | 2019-01-09T12:26:43+00:00 October 27th, 2018|Customer Success|

If you are a growth-minded B2B XaaS company, then you are likely “doing” customer success in some fashion or another. Whether you have a dedicated team or have operationalized the discipline of customer success across your organization, you are certainly recognizing the value of existing customers and working to deliver continuous value to make (and keep) them loyal. Increasingly, this approach is being supported with platforms designed specifically for enabling your best Customer Success practices. Operationalizing [...]

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Customer Success: Balancing the Value OF Customers with the Value FOR Customers

By | 2019-01-09T12:29:03+00:00 October 14th, 2018|Customer Success|

Customer Success Organizations are the Linchpins in Delivering and Capturing Value “The purpose of a business is to get and keep a customer. Without customers, no amount of engineering wizardry, clever financing, or operations expertise can keep a company going.”  ― Theodore Levitt Never has the importance of keeping customers been more important than in today’s subscription economy. SaaS companies (and any other subscription-based business) know that acquiring the customer is only the beginning, and in [...]

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Landing Agile Customer Success

By | 2018-11-05T09:13:49+00:00 October 10th, 2018|Agile Customer Success, Customer Success|

Incorporating an Agile Customer Success Process Begins in the Land Stage Agile Customer Success is the ideal model for incorporating the basic tenets of Agile management into Customer Success Management.  Some of the core tenets are: Attain customer satisfaction through continuous delivery. Don’t be afraid to make changes. Cross-functional collaboration is key. Agile processes promote sustainability. Simplicity is essential. Inspect and Adapt. The Virtuous Cycle As B2B SaaS companies seek to operationalize their Customer Success process, [...]

Making the Case for Agile Customer Success Strategies

By | 2018-10-02T17:38:10+00:00 October 2nd, 2018|Customer Success|

Making the Case for Agile Customer Success Strategies Customer Success Best Practices Incorporate the best of Agile Methodologies   “Agile” isn’t just for software development. It’s an innovation-based, iterative approach that’s being used in marketing, logistics, HR, and more.  Agile Customer Success Management is the best way to ensure your customers get a consistently excellent experience with your solution, remain loyal, and become advocates. As you determine what your customer success best practices are, and [...]

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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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