While we may agree that it takes a certain set of characteristics that make an awesome CSM, your definition of the role of a Customer Success Manager (CSM) likely looks slightly different than the definition that your competitors, vendors, and customers use in their own businesses. The set of customers each CSM interacts with will […]
READ MOREYou’ve likely heard that Customer Success was born out of the subscription economy, and new market needs of subscription customers. This is 100% true. This also means that CS is primarily referenced with some level of connection to SaaS. But just because CS originated within SaaS does not mean that it only applies to businesses […]
READ MOREIgnoring the impact of education on Customer Success simply isn’t an option. When Customer Success (CS) and Education Services (ES) teams are successfully aligned, product usage rates go up, and churn rates go down. Education within the customer lifecycle So, if more training equals higher adoption and less churn, the question then becomes, “where does […]
READ MOREAs companies worldwide begin to see the necessity of Customer Success as a part of their overall organizational strategy, many hope to implement it in a manner as fast and far-reaching as possible. Without proper research and planning, this can result in varying definitions of what Customer Success looks like in different markets, even within […]
READ MOREOne of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. By thoughtfully layering digital on top of the one-to-one interactions that CSMs are already having with customers, you can reduce your cost to serve and remove tedious […]
READ MOREWhen your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are […]
READ MORESince its 2009 introduction by Eric Ries in his NY Times bestseller, The Lean Startup, the concept of Minimum Viable Product (MVP) has been applied by numerous startups to engage in new product and service offering developments. Well-known companies such as Groupon, Zappos, Dropbox, and Uber have used MVPs to not only determine and modify […]
READ MOREEnsuring that your customers are well-educated and well-trained on how to use that awesome software they just purchased is key to ensuring that they actually use it. According to TSIA, 87% of software users are able to work more independently after taking training. Since independence in utilizing a new tool is critical to making it […]
READ MOREIn the B2B world, your roster of customers may appear as just a list of company names – a long list of logos won by your sales team. And kudos to sales – they worked hard for those wins! But behind every Corp., Inc., and Ltd. on that list is a living, breathing human being […]
READ MOREThe term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience. Although […]
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