Customer Success Best Practices During COVID-19
In the wake of the Covid-19 pandemic, businesses are struggling to adapt to the resulting economic downturn. To those of us in customer success, it is even more clear that the pandemic has caused an […]
Coronavirus Impact on SaaS Customer Success (Survey Results)
As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies […]
Account Segmentation Strategies during Covid-19
Recently, I find many of my clients segment their existing client base in a new way in response to Covid19. This new segmentation strategy is placed to ensure customer success teams are able to prioritize […]
Infographic: Level up your Customer Success Strategy during COVID-19 crisis
With the whole world, experiencing the COVID-19 crisis, every business is affected including the Customer Success industry. This is a challenge to all CS teams to step up to improve their existing strategies. CSM Practice […]
Losing Your Executive Sponsor without Losing Your Customer
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 […]
Customer Usage Metrics That Matter
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 […]
CSM Team Performance Metrics That Matter
A good customer success team drives continuous value to the customer at every point in the customer lifecycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product […]
Customer Health Metrics That Matter
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 […]
Customer Success Financial Metrics That Matter
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 […]
Building a Proactive Data-Driven Customer Success Engagement
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 […]
Expansion Selling: A Proactive Data-Driven Strategy Framework
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 […]
Customer Churn Analysis: Should you bother?!
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 […]