customer success manager

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

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 [...]

By | 2018-05-08T13:59:45+00:00 April 27th, 2018|Customer Success|0 Comments

The Dynamic Duo – Customer Success and Customer Marketing

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 [...]

By | 2018-05-02T12:30:29+00:00 April 5th, 2018|Customer Marketing, Customer Success|0 Comments

A Day in the Life of 2 Customer Success Managers

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 [...]

By | 2018-03-20T00:41:54+00:00 November 16th, 2017|Customer Success, Infographic|0 Comments

Implementation Discovery

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 [...]

By | 2018-03-12T18:03:07+00:00 October 24th, 2017|Customer Success, Customer Success Best Practices|0 Comments

5 Real Frustrations of Great Customer Success Managers

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 [...]

By | 2018-03-12T18:19:15+00:00 September 21st, 2017|Customer Success, Customer Success Best Practices|0 Comments

Checking In Can Yield Checking Out

Are you a CSM responsible for remaining close to your customers during onboarding, implementation, and throughout the customer journey? Do you task yourself with routinely checking in on them? If so, you may want to take caution in how you conduct your check-in phone calls. Without an agenda and a plan, check-in phone calls can cause your customers to check out. Consider the following phone call scenarios Scenario 1: an unscheduled Check-In call during Implementation [...]

By | 2018-03-12T18:25:49+00:00 September 7th, 2017|Customer Success, Customer Success Best Practices|0 Comments

Meet the Team: Rebecca Garcia

We are excited to introduce Bolstra's first Orr Fellow! Rebecca Garcia joins the customer success team filling the role of Customer Success Manager. We took some time to get to know Rebecca with a little Q&A: Where did you go to school and what did you major in?  Indiana University-Bloomington, Kelley School of Business, Marketing & International Business (minor in Portuguese) What will you be doing for Bolstra? I am Bolstra's first and only Orr [...]

By | 2018-03-12T18:46:17+00:00 June 27th, 2017|Meet the Team|0 Comments

A CRM Tool is not a CSM Tool

Why Isn’t a CRM an Effective Tool for Customer Success? We get asked this question a lot. So, we thought we’d take the time to provide some education around the many types of tools that businesses use to manage their customer (and prospect) relationships, and why, specifically, a tool for sales doesn’t work for customer success. First, some basic definitions: Customer Relationship Management (CRM): a comprehensive term that refers to all the ways a business manages [...]

By | 2018-03-12T18:47:57+00:00 June 16th, 2017|Customer Success Software|0 Comments

A Mantra-a-Day for Customer Success Managers

5 things a CSM can say to themselves to keep them focused and motivated A mantra is one of those things you say to yourself to keep you focused in meditation. In Customer Success things can get pretty stressful, making it easy to lose focus. A CSM typically has multiple balls in the air and can easily become overwhelmed and distracted, so we thought it might be helpful to have a few mantras a CSM [...]

By | 2018-03-12T19:01:24+00:00 April 19th, 2017|Customer Success Manager|0 Comments

"Landing" Agile Customer Success

Agile Customer Success is the Bolstra model for incorporating the basic tenets of Agile management into a Customer Success framework. It is both iterative and cyclical, and can be used at each stage of the customer lifecycle. The key concepts of Agile CS are reflective of its origins in software development: The goals and strategic vision are similarly the starting point of the Agile Customer Success model. In consultation with (scrumming, if you will) the [...]

By | 2018-03-20T00:42:45+00:00 March 1st, 2017|Land|0 Comments

“Landing” Agile Customer Success

Agile Customer Success is the Bolstra model for incorporating the basic tenets of Agile management into a Customer Success framework. It is both iterative and cyclical, and can be used at each stage of the customer lifecycle. The key concepts of Agile CS are reflective of its origins in software development: The goals and strategic vision are similarly the starting point of the Agile Customer Success model. In consultation with (scrumming, if you will) the [...]

By | 2018-03-12T19:02:43+00:00 March 1st, 2017|Agile Customer Success, Customer Success|0 Comments

#CustomerSuccessLooksLike… A Unicorn

You’ve seen job postings for a Customer Success Manager: “Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of people who are adopting our product and we would love your [...]