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 […]
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 […]
How to Scale the Customer Renewal Process Effectively
“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the […]
How to Achieve Success with Existing Customers
Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Hosts Diane Dye Hansen and Christine […]
How to Develop an Effective 90-Day Customer Success Plan
Introduction New leaders are vulnerable in their first few months in whatever discipline, including customer success. With the absence of a 90-day plan, the rest of their time in that position may be an uphill […]
Senior Executives from SAP, Oracle, LinkedIn and Gainsight Join Newly-Formed Advisory Board at CSM Practice
CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry Sunnyvale, Calif.— Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success […]
How to Prove Value to Customers
Video Title: How to Prove Value to Customers Host: Irit Eizips, Chief Customer Officer & CEO | CSM Practice Guest: Chris Singh, SVP Customer Success Management, Customer Engagement & Experience at SAP The Interview: 01:32 – […]