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 – […]
Customer Journey Mapping for B2B Organizations
For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with […]
Proactive Customer Expansion Strategies
Every business needs to grow. However, business growth cannot be achieved by simply implementing upsell and cross-sell strategies. Ergo, imposing proactive customer expansion strategies can be beneficial not just for the customers, but ultimately for […]
Infographic : The Essential Guide to Quarterly Business Reviews
In the world of customer success, Quarterly Business Review (QBR) aims to understand the desired outcomes and potential of the business. QBR is a great way for customer success teams to review, strategize expansion plans, […]
Managing Renewals Early on in the Customer Journey
In SaaS, renewals are a natural part of the customer journey. Sometimes they are seamless, other times a forcing function for change: either you pivot to increase the value of your solution or use it […]
The Importance of Investing in Customer Success
Video Title: Importance of Customer Success Strategy investments Interview Date: July 18, 2020 Host: Irit Eizips, Chief Customer Officer & CEO | CSM Practice Guest: Nick Mehta, Chief Executive Officer | Gainsight In this episode, Irit […]
How to Optimize your Renewal Process
In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. With the continuous growth […]
Customer Maturity Scoring Model
Our latest Customer Success Executives Roundtable was led by Liz McChrystal, Ph.D., Vice President of Revenue Enablement at Accent Technologies. During the session, Liz highlighted the tremendous impact of creating and leveraging the Customer Maturity […]
Customer Success Career Development
Maranda Dziekonski, Vice President Customer Success and People’s Operations at Swiftly, shared her insights into CSM’s career paths and ways to further develop the skills needed for a customer success manager career path. According to […]
Customer Lifecycle Journey
CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Offering a digital alternative to physical business events, Customer […]
Who should own the Renewals and Upsells? Sales or Customer Success?
In whatever situation, the question “Who should own the renewals and upsells?” is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to […]
Achieving 100% Customer Retention
Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is […]