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
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 […]
Customer Usage Metrics That Matter
Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you does not mean they are successful either. It is the job of the customer success team […]
CSM Team Performance Metrics That Matter
A good customer success team drives continuous value to the customer at every point in the customer lifecycle journey. The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product […]
Customer Health Metrics That Matter
Every customer success metric you can measure falls into one of these four categories: Customer Heath Metrics Customer Success Team Performance Metrics Customer Usage Metrics Customer Financial Metrics In this blog series, we’ll examine each […]
Customer Success Financial Metrics That Matter
Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Even […]
Building a Proactive Data-Driven Customer Success Engagement
At early startup stages, customer success teams and other customer-facing teams are usually familiar with their customer base. A handful number of customers at this level means that customer success teams can identify most customers by […]