May 22 2020 0comment Share: Moving from a State of Shock to a Steady State Posted by Guy Galon In Blog, Customer Success About 8 weeks ago (or maybe more depending on your location) the world changed. The spread of COVID-19 has had a huge impact on many aspects of our lives, customer success is no different. Customer […] Continue Reading
May 13 2020 1Comment Share: 6 Best Practices to Ensure Customer Success During COVID-19 Posted by Irit Eizips In Blog, Customer Success In the wake of the Covid-19 pandemic, businesses are struggling to adapt to the resulting economic downturn. To those of us in customer success, it is even more clear that the pandemic has caused an […] Continue Reading
May 13 2020 0comment Share: Pandemic Impact on SaaS Customer Success (Survey Results) Posted by Irit Eizips In Blog, Customer Success, Download (Week of May 10, 2020) CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Our goal is to take the […] Continue Reading
April 30 2020 1Comment Share: Account Segmentation Strategies during Covid-19 Posted by Irit Eizips In Blog, Customer Success Recently, I find many of my clients segment their existing client base in a new way in response to Covid-19. This new segmentation strategy is placed to ensure customer success teams can prioritize customer slew […] Continue Reading
April 29 2020 0comment Share: Infographic: Level up your Customer Success Strategy during COVID-19 crisis Posted by Irit Eizips In Blog, Customer Success, Infographic COVID-19 crisis has affected Customer Success teams all over the world, without exceptions. Dealing with the new reality required customer success leaders to step up and revise their existing customer strategies to meet the overflow […] Continue Reading
March 13 2020 2Comments Share: Losing Your Executive Sponsor without Losing Your Customer Posted by Irit Eizips In Blog, Customer Success An executive sponsor or champion is a critical asset for successful and organization-wide solution deployment and adoption. Executive sponsors leverage their deep understanding of the organization’s ecosystem to support your platform’s selection and implementation despite […] Continue Reading
February 24 2020 1Comment Share: Customer Usage Metrics That Matter Posted by Irit Eizips In Blog, Customer Success, Download, Technology Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either. It is the job of the customer success team […] Continue Reading
February 24 2020 0comment Share: CSM Team Performance Metrics That Matter Posted by Irit Eizips In Blog, Customer Success, Download A good customer success team drives continuous value to the customer at every point in the customer lifecycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product […] Continue Reading