Customer Health Score Industry Trends
Takeaways from CSM Practice Customer Success Health Score Survey Results In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. The purpose of the survey was to […]
How to Set Your Kick-off Meetings Up for Success
The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Consequently, it’s important to make a good first impression since there is no second chance. The key to making […]
Marketing and CX: Best collaboration for Customer Success
Organizations are made up of various divisions and industries that work hand in hand to accomplish one objective. Different beats of the heart still maintain a harmonious rhythm. No organization succeeds in having departments work […]
How to Scale the Customer Renewal Process Effectively
“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the […]
How to Achieve Success with Existing Customers
Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Hosts Diane Dye Hansen and Christine […]
How to Develop an Effective 90-Day Customer Success Plan
Introduction New leaders are vulnerable in their first few months in whatever discipline, including customer success. With the absence of a 90-day plan, the rest of their time in that position may be an uphill […]
CSM Practice Advisory Board News Announcement
CSM Practice, a Strategy Firm Leader in Optimizing Customer Success Strategies and Processes, announces its collaboration with top thought leaders in its industry through the establishment of a world-class customer advisory board Sunnyvale, Calif.— Dec […]
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 […]