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So, What’s an Acceptable Churn Rate?

From customer satisfaction to revenue, SaaS companies have many factors to worry about when it comes to keeping their business not only afloat, but also thriving. One such factor: What is your churn rate, and what can you do to decrease it? Reality check: these are critical questions, but they don’t have such a straightforward […]

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The Importance of Account Segmentation for Customer Success

You wouldn’t shop for furniture at the grocery store. You wouldn’t ask your accountant for help with child care. Why? Because there is a method to breaking things apart into what makes sense. Customer segmentation isn’t all that different. It makes sense that we divide our customers and prospects into various groups based upon their […]

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How Customer Success Data Can Impact Strategy Company-Wide

Your Customer Success efforts generate a lot of data, from product usage to customer behavior to adoption and renewal rates. But how are you supposed to use all that data? Think of the data as the raw ingredients you can buy from the grocery store. You can buy the highest quality ingredients or you can […]

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Outsource – A Dirty Word?

As a function of my role as Business Development Manager at ESG, I spend a lot of time talking with Customer Success leaders. And from those conversations, I’ve found that many of them very much dislike the idea of outsourcing any part of their business. In fact, I recently spoke with a gentleman who boldly […]

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Setting Up Your Channel Partners for Customer Success

Customer Success goes beyond your customer-facing domain. It is about more than just delivering specific customer outcomes. An effective Customer Success strategy depends on buy-in from your channel partners as well. Regardless of the vendor – manufacturers, resellers, service providers, stakeholders – success for a customer means buy in from everyone. While many companies are […]

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The Customer Birth Certificate (CBC)

When you think of the milestones in life, you may think of graduating college, your first corporate job, marriage, parenthood, retirement, and building a legacy. And, some of these life events don’t even happen in sequential order (or at all). More often, they come in a “non-traditional” order and one is not a prerequisite to […]

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