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 […]
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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 […]
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 […]
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 […]
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 […]
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 […]
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 Success Performance Indicator
This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO of Client Success. Dave asked me if I might be interested in taking part as […]
The Foundation to Accountable Customers
Uncovering the Customer’s Role in Success If you are a Customer Success Manager, you already know that ensuring the success of your clients is one of your key objectives. There are many ways one can […]
On-Premise Customer Success Programs
In the technology industry, Customer Success Management is a growing practice. There is also an increase in the popularity of SaaS (Software as a Service) as a software licensing and delivery model. As a result, […]
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