Blog | CSM Practice

March 13 2020 2Comments

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 […]

February 24 2020 1Comment

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 […]

February 24 2020 0comment

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 life-cycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product […]

February 24 2020 0comment

Customer Health Metrics That Matter

Posted by Irit Eizips In Blog, Customer Success, Download, Video

Every customer success metric you can measure falls into one of these four categories: Customer Heath Metrics Customer Success Team Performance Metrics Customer Usage Metrics Customer Financial Metrics In this blog series, we’ll examine each […]

February 24 2020 0comment

Customer Success Financial Metrics That Matter

Posted by Irit Eizips In Blog, Customer Success, Download, Video

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even […]

February 20 2020 4Comments

Building a Proactive Data-Driven Customer Success Engagement

Posted by Irit Eizips In Blog, Customer Success, Download, Video

At early startup stages, customer success teams and other customer-facing teams are usually familiar with their customer base. A handful number of customers at this level means that customer success teams can identify most customers by […]

February 12 2020 15Comments

Expansion Selling: A Proactive Data-Driven Strategy Framework

Posted by Irit Eizips In Blog, Customer Success, Download, Video

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional […]

December 08 2019 1Comment

Churn-Renewal Analysis: Should you bother?!

Posted by Irit Eizips In Blog, Customer Success, Video

Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. Churn directly […]