Blog - CSM Practice

February 12 2020 14Comments

Expansion Selling: A Proactive Data-Driven Strategy Framework

Posted by Irit Eizips In Blog, Customer Success, Download, Video

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 […]

December 08 2019 1Comment

Churn-Renewal Analysis: Should you bother?!

Posted by Irit Eizips In Blog, Customer Success, Video

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 […]

November 04 2019 5Comments

How Low Can You Go?! Customer Success for Your SMB Segment

Posted by Irit Eizips In Blog, Customer Success, Video

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger […]

October 15 2019 0comment

How to Increase Revenues with a Better Renewal Process

Posted by Irit Eizips In Blog, Customer Success

A steady stream of recurring revenue is essential for any SaaS company. It forms the basis for the company’s profitability and valuation. Since customers prefer pay-as-you-use services, most businesses now use a subscription-based model to […]

October 07 2019 0comment

Productivity Tips For Customer Success Teams – PART 2

Posted by Irit Eizips In Blog, Customer Success, Video

In the first blog of this series, we discussed the importance of being proactive as a Customer Success Manager (CSM). We established that productivity is the key to being proactive since it allows the CSM to dedicate more time for tasks, […]

October 07 2019 0comment

Productivity Tips For Customer Success Teams – PART 1

Posted by Irit Eizips In Blog, Customer Success, Video

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers […]

September 25 2019 0comment

How To Capture Business Outcomes During a Quarterly Business Review (QBR)

Posted by Irit Eizips In Blog, Customer Success, Download, Video

The subscription model has changed everything. In reality, it has put all the power in the customer’s hands. This is the power of choice. With it, customers can either choose to retain your services as a business […]

September 15 2019 0comment

Customer Success for Service Companies

Posted by Irit Eizips In Blog, Customer Success, Download, Video

All businesses promise to deliver value to their customers. The starting point for excellent customer success is that the promises are kept, empowering the customers to achieve their business goals. However, customer success extends to […]