Customer Success

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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 | 2018-09-25T07:35:14+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 [...]

Internal Knowledge Transfer: Handoff

By | 2018-03-12T18:05:07+00:00 October 10th, 2017|Customer Success, Customer Success Best Practices|

https://embed.vidyard.com/share/NGZj8SbW3v8AhHDVWdtEKc WHY IS KNOWLEDGE TRANSFER IMPORTANT? At the heart of every subscription-based business is the loyalty of the customer. Loyalty doesn’t simply happen at every renewal opportunity. It’s built over time and through meaningful customer experiences. The very first of those customer experiences happens with the sales team. While customers may be excited to get through the sales process and want to start using your platform quickly, they also don’t want to keep repeating [...]

Customer Kick-off

By | 2018-10-02T12:35:45+00:00 October 5th, 2017|Customer Success, Customer Success Best Practices|

WHY IS KICK-OFF IMPORTANT? You’ve just been handed a new customer, and it’s your job to officially start the relationship. Your entire organization has put the customer in your hands now, expecting that you can keep the enthusiasm of purchase alive and establish roots for an enduring relationship. Your kickoff meeting sets the tone for implementation, and the future of the customer relationship. No pressure. Right? Without making this more stressful than it needs to [...]

The Blocking and Tackling of Customer Success

By | 2018-11-02T11:12:37+00:00 October 3rd, 2017|Customer Success, Customer Success Best Practices|

We know that Customer Success teams are being formed and developed at a rapid pace. XaaS companies are no longer debating the value of a dedicated expert services team to work with customers to generate and sustain a continuously valuable experience. While the debate about whether to have a Customer Success team within your organization is subsiding, the questions about how to DO Customer Success are mounting. In response to these questions, Bolstra delivers The [...]

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 [...]