Expansion Selling: A Proactive Data-Driven Strategy Framework
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 […]
Customer Churn Analysis: Should you bother?!
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 […]
How Low Can You Go?! Customer Success for Your SMB Segment
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 […]
How to Increase Revenues with a Better Renewal Process
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 […]
Productivity Tips For Customer Success Teams – PART 2
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, […]
Productivity Tips For Customer Success Teams – PART 1
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 […]
How To Capture Business Outcomes During a QBR Meeting
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 […]
Customer Success for Service Companies
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 […]
Battle Scars and Lessons Learned in Implementing Customer Success Systems
A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems […]
Becoming a Customer-Centric Organization
The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to […]
Customer Support 2.0 and the Rise of the Portfolio Success Manager
I was interviewed by Jayaram Bhat, Squelch Co-Founder, and CEO and we talked about the latest trends in both customer support and success. We examined the more proactive role that supports teams are playing and […]
Customer Training: The Secret to Scale in Customer Success
The commonly used and highly effective customer success approach for early-stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout their customer journey. However, as […]