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 […]
Charging for Customer Success Services
Customer Success is the key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies readily provide customer success-related services for free, especially at an early stage when every customer […]
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 […]
Customer Health Score Industry Trends
Takeaways from CSM Practice Customer Success Health Score Survey Results In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. The purpose of the survey was to […]
How to Set Your Kick-off Meetings Up for Success
The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Consequently, it’s important to make a good first impression since there is no second chance. The key to making […]
Marketing and CX: Best collaboration for Customer Success
Organizations are made up of various divisions and industries that work hand in hand to accomplish one objective. Different beats of the heart still maintain a harmonious rhythm. No organization succeeds in having departments work […]