September 10 2019 0comment Share: Charging for Customer Success Services | How to develop your monetized services strategy without increasing churn Posted by Irit Eizips In Blog, Customer Success, Download, Video Customer Success is 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 […] Continue Reading
August 26 2019 0comment Share: Battle Scars and Lessons Learned in Implementing Customer Success Systems Posted by Irit Eizips In Blog, Customer Success, Video A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems […] Continue Reading
July 24 2019 0comment Share: Becoming a Customer-Centric Organization Posted by Irit Eizips In Blog, Customer Success, Video The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to […] Continue Reading
June 25 2019 0comment Share: Customer Support 2.0 and the Rise of the Portfolio Success Manager Posted by Irit Eizips In Blog, Customer Success I was interviewed by Jayaram Bhat, Squelch Co-Founder and CEO and we talked about the latest trends in both customer support and success. We examined the more proactive role that support teams are playing and […] Continue Reading
June 19 2019 0comment Share: Customer Training: The Secret to Scale in Customer Success Posted by Irit Eizips In Blog, Customer Success, Video The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. However, […] Continue Reading
April 30 2019 0comment Share: Launching Customer Success in Early-stage Startups – Should Founders Bother?! Posted by Irit Eizips In Blog, Customer Success, Video There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial […] Continue Reading
April 16 2019 0comment Share: Advocacy: Definition for Customer Success Posted by Irit Eizips In Blog, Customer Success, Video Cоmреtіtіоn fоr buѕіnеѕѕ іn tоdау’ѕ ultra-connected, global wоrld іѕ fіеrсе. Eасh dау, frеѕh іdеаѕ аrе fоrmеd and nеw соmраnіеѕ are lаunсhеd, аnd уеt – 90% оf ѕtаrtuрѕ fаіl. Nееdlеѕѕ tо ѕау (оr уоu wоuldn’t bе […] Continue Reading
April 09 2019 0comment Share: 3 New Customer Onboarding Best Practices Posted by Irit Eizips In Blog, Customer Success, Video In the customer success era, on-boarding customers goes above and beyond adhering to a certain scope of work in a timely manner. Check out these three new best practices you can implement to turn your […] Continue Reading