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Who should own the Renewals and Upsells? Sales or Customer?
August 3, 2020
In whatever situation, the question “Who should own the renewals and upsells?” is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to […]
Tips to Best Balance Your Customers’ Value
Providing value to customers is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They […]
Seeking Customer Success Jobs amidst COVID-19
The job market is wide, it has a lot of opportunities that can be offered to job-seekers. However, as a result of the outbreak of COVID-19, the future of the labor market is unprecedented and […]
“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 […]
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 […]
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 […]
Infographic: Level up your Customer Success Strategy during COVID-19 crisis
With the whole world, experiencing the COVID-19 crisis, every business is affected including the Customer Success industry. This is a challenge to all CS teams to step up to improve their existing strategies. CSM Practice […]
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 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 […]
Charging for Customer Success Services
Customer Success is the key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies readily provide customer success related services for free, especially at an early stage when every […]
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 […]
Launching Customer Success in Early-stage Startups
There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial […]
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