Quarterly Business Review Best Practices
If you are a Customer Success Manager walking down the path of establishing a continued strong relationship with your clients, there are some activities that you should pay attention to. Demonstrating the value for the […]
Seeking Customer Success Jobs amidst COVID-19
The job market is wide, it has a lot of opportunities that can be offered to job-seekers. However, as a result of the outbreak of COVID-19, the future of the labor market is unprecedented and […]
Hit the Target in your next Business Review
It is my assumption that in the next 6 months, there will be very few business travels. Would you postpone the next (executive) business review until in-person visits are an option again? Per CSM Practice COVID 19 Survey […]
“Return to Work” Best Practices amidst COVID-19
Businesses are getting ready to return to work in the physical workplace indicates that employers and employees are embracing the “new normal”, overcoming the fear of the COVID-19 pandemic and adapting to the new culture […]
Comprehensive Guide to Renewal Rate
Renewal Rate, what does that exactly mean? The valuation of a SaaS company is based on its recurring revenue stream. However, the health of the recurring revenue is not dependent on new customers only, but […]
Customer Success Manager Salary Best Practices
What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more […]
Moving from a State of Shock to a Steady State
About 8 weeks ago (or maybe more depending on your location) the world changed. The spread of COVID-19 has had a huge impact on many aspects of our lives, customer success is no different. Customer […]
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 […]