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 […]
How to Seek the Right Customer Success Job
The job market is wide, an ocean of opportunities where job seekers can start building their career path. Every day there are different types of customer success jobs being created and posted across different platforms. […]
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
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
COVID-19 crisis has affected Customer Success teams all over the world, without exceptions. Dealing with the new reality required customer success leaders to step up and revise their existing customer strategies to meet the overflow […]
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 […]