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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 […]

Achieving 100% Customer Retention

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is […]

CAM customer adoption metrics

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 […]

Customer Health Metrics That Matter

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 […]

csm hero king

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 […]