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 […]
Importance of Customer Communication for Customer Success
The utilization of customer communication by customer success teams has never been easy. The Coronavirus pandemic has affected many economies around the globe, and different businesses need to map the way forward as soon as […]
Top 10 Must-read Customer Success Books for CSMs
The Internet offers endless resources for research, news, reference, and books about Customer Success. This makes useful tips for CSMs and prospective CS practitioners available right at your fingertips. Just search, type, and click, like […]
Expansion Selling Strategies: Tips for SaaS Companies
To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. However, most business leaders agree that the subscription model is inherently better suited […]
Tips to Best Balance Your Customers Value
Providing value to customers is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They […]