7 Top Trends in Customer Success to Learn From, and Maybe Emulate


Nick Mehta, CEO of Customer Success leader Gainsight, recently did a short post above on his Top 7 takeaways talking with customer success leader for the first time in-person in a long time. I love having NRR be the #1 metric for Customer Success.

How to Structure Your Customer Success Team


What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team? How is a Customer Success Team Structured?


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5 Best Practices for Hiring a Customer Success Manager


Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand.

Do SMBs Need Customer Success? 100% For Sure If You Also Have Sales Involved


If a sales rep closed a deal, A customer success manager should take it over. An open question around smaller customers is how do you staff up Customer Success for them — if at all. Can you afford to do customer success there?

The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!

Understanding Customer Success: Growth Driven by the Customer-Centered Economy


Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Increase Customer Retention.

Why I Usually (Not Always) Prefer Customer Success to Report to the CEO


Ah, who should Customer Success report to? So usually, she can easily also manage Customer Success as well as all her reps. And Sales and Customer Success are of course connected. Your VP of Sales may know better how to manage customer success than you do.

5 Tips for Building a World-Class Customer Success Team


The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable.

Rules of Engagement for Customer Success and Sales: Considerations and Examples


By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Customer comfortability and experience. Customer Success Manager capacity. Churned Customers.

9 Questions To Ask Candidates for Your First Head of Customer Success


The good news today, is there are tons of customer success veterans out there. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” Tell me about the top 3 customers you lost.

New Study: 2018 State of Embedded Analytics Report

To survive and thrive, intelligence needs to be pervasively integrated into the entire customer journey, operations, products, and. Customer success, not field sales, drove the most revenue. Of course, growth isn’t the only important measure of company success.

Customer Success: The Lost Art of Churn Reason Analysis


It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. Churn: Syntax and Nomenclature. What about Saving Customers? Customer Succes

Customer Success: Roles Within a B2B Enterprise


When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. Thinking Critically About Customer Success Roles.

Top Two Reasons for Churn

For Entrepreneurs with David Skok

In working with a number of SaaS portfolio companies, I have found that there are two causes of churn that occur more frequently than any others. They are: Failure to successfully onboard the customer Loss of the champion who drove the purchase Looking at these in order: Failure to successfully onboard It’s easy to understand. Customer Success churn SaaS SaaS churn SaaS customer engagement SaaS customer retention SaaS renewals SaaS retention Startup Help

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Stopping Inception Churn: The Prospective Customer Success Review


I think for many sales-aggressive enterprise SaaS startups, a fair amount of churn actually happens at inception. For example, back in 2013, shortly after I joined Host Analytics, I discovered that there were a number of deals that sales had signed with customers that our professional services (PS) team had flat out refused to implement. (Huh?) 100% of those customers failed in implementation and 100% of them churned. If your customer acquisition cost ratio is 1.5

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6 Essentials when Selecting Customer Success Tools


Customer success tools can help you increase your revenue by promoting client satisfaction and retention. Here are six essential features to look when selecting customer success tools. Customer success tools don’t work in isolation. Customer Health Scoring.

Customer Success Plans Promote Client Satisfaction


Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. What Is a Customer Success Plan? Customer Success

Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs


When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization.

Big Companies Don’t Churn. They Quit You.


Churn” is a term we all use in SaaS as a core metric, but its roots, as near as I remember and can tell, come from our B2C colleagues. Folks churn out of their Verizon plan, their Netflix subscription, etc. Churn is a good term for your SMB and freemium customers.

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Why BI Software is Simply Not Enough for Customer Success Teams


This is kind of what it’s like trying to make a Business Intelligence (BI) tool work as a Customer Success (CS) tool. It provides CS teams with much-needed insight into company-wide customer data and makes it more accessible and convenient to organize and analyze.

Playbooks for Customer Success Promote Satisfied Clients


When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Customer Success Automation

Aligning SaaS Customer Success

Chaotic Flow

SaaS businesses develop intimate, long term relationships with their SaaS customers. If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. This is the third post in a series that explores the importance of SaaS customer alignment across the SaaS customer lifecycle. Churn Starts on Day One. It begins, because churn starts on day one. SaaS Customer Alignment Tip #7.

Customer success programs: a key component in killing churn


If a customer struggles to use your SaaS product, then they're unlikely to feel that it's a good value/fit for them. It's in the best interest of every SaaS company to ensure its customers are able to understand and make the most of its products. What is a customer success program?

7 Customer Success Team Goals for Your Enterprise in 2019-2020


Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results?

The Top 5 Customer Success Manager Best Practices


Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value.

3 Key Customer Success Insights that Drive SaaS Growth


This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Addressing customer concerns proactively through high-quality content.

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success


Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Reducing Churn with SaaS Strategies.

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Revising Your Customer Success Crisis Plan


Having a good customer success crisis plan can help you maintain good relationships with customers. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis. Maintaining a Clear View of Your Customer Base.

What’s the Difference Between Customer Success and Customer Experience?


The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. It has never been easier for unhappy customers to churn. Value leads to sustainable growth for both you and your customers.

Customer Success Operations: Top Takeaways from ChurnZero Virtual RYG


How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role?

Customer Success vs. Customer Support: What Are the Differences?


Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect.

Customer Success and Marketing: How These Teams Collaborate


Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing.

Fighting Churn with Data with Zuora’s Chief Data Scientist


Churn is when your customers drop out on you, and when it comes to your customer base, it’s inevitable. There are a number of factors to churn, including your business model, the maturity of your company, as well as your business type. Market to your customers.

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10 Rules for Defining Churn with ForgeRock and Solarwinds


Reducing churn in SaaS, along with increasing new ARR is the backbone to growing your business. Rule 1 – Customer vs. ARR Churn. When you set out to track your churn, it’s vital to pick the correct metric. ATR Churn. Rule 3 – Timing of Churn.

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Five Tips for Building a Customer Success Team


In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. This leads to greater customer success, which reduces churn and increases renewals. . Build Your Customer Success Team Around Key Players, Roles, and Skills.

Why Customer Success is Important in the Modern Age


The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. Times are changing.

How to Build the Business Case for Customer Success


Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Demonstrating the value of Customer Success to executives is crucial. So how do you do build the business case for customer success?

How to Use Customer Success Analytics to Your Advantage


Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Tracking Data Throughout the Customer Journey. Customer Success Uncategorized

Q&A: Surviving Stress in Customer Success


Customer Success is fueled by customer interaction. Speaker: Ryan Johansen , Director of Customer Success, RapidMiner. . Q: How should Customer Success leaders gauge their team’s stress level? Customer Success Around the Web.

How Customer Success Technology Tackles the Top 7 CS Challenges


Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs. Customer Success Challenges.