The Customer Success Manager Capabilities Model
The Customer Success landscape has massively evolved in recent years, and the demand for Customer Success talent consistently grows. As the domain is relatively young in age, there is a shortage of experienced CS professionals […]
Designing a Profitable Customer Success Framework
A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer […]
How to get your Customer Success Tech Stack in Order
“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional […]
Customer Lifetime Value and Client Retention: What’s the Connection?
Running a successful business is no easy feat. But while you might assume that you’ll need an endless stream of new customers to reach the next level, your success might actually hinge on your ability […]
How to Reduce Customer Churn in Your Subscription Business
New customer sign-ups are essential for the health and vitality of your subscription business… but getting customers to stay can make the difference between your company’s success and failure. Why? Increasing customer retention saves money […]
Building a Product Roadmap & Why Customer Success Input Is Valuable
How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. The product team was in charge of […]
4 Customer Success KPIs every High Touch SaaS Company should Track
How do you know if your customer success team’s initiatives are truly working and which of them are not? Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch […]
How SaaS Startups can Implement Customer Success
In a rapidly evolving yet tight-staffed Saas startup, Customer Success is often overlooked as a growth driver. Most Saas startups focus on customer attraction and acquisition, forgetting that taking care of existing customers and ensuring […]
Should you Charge for Customer Success?!
Should you charge for Customer Success?! In reality, startup companies are often puzzled about the most effective approach to charging for customer success without increasing the churn risk. In this blog we will share a […]
What is a Customer Success Manager?
Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. At its most basic, customer success seems simple; however, in practice, it is complex and challenging as […]
How to Deliver WOW Customer Experience at Scale via Non-CSM Managed Model
Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn […]
How to Develop a Customer Success Strategy
How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? How can you define the current situation of the company, uncover core challenges […]