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CS Technology Vendor Selection: Gathering Tool Requirements

Utilizing a Customer Success tool can be an invaluable part of your customer engagement strategy, but with the ever-growing number of providers and platforms, it’s difficult to know which solution is the right fit for your business. A tool won’t magically fix the challenges you face or fill in any gaps you may have in […]

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Customer Success and Revenue: Why CS Should Embrace the Numbers

Tying Customer Success to your company’s strategic growth (aka revenue) can be tricky to maneuver. Yet, for most Customer Success organizations, embracing revenue goals is the only way to have a seat at the table as your company expands and evolves. To really prove your value to senior leadership, CS metrics must have a direct […]

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Account Management vs Customer Success: 4 Major Differences

As the gospel of Customer Success is spreading like wildfire in the corporate world, executives are realizing that they need to act fast to incorporate it into their organizational structure. But to their own detriment, some of these executives aren’t fully committing to the importance of Customer Success. Instead, they’re simply “rebranding” their Account Managers […]

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Customer Success Recommendations for Your 2020 Planning

Fall is in the air! The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. To help you get started, we pulled together advice from the best of the best — our very own Sheik Ayube, Director […]

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Approaching Renewals from the Customer Success Angle

Gone are the days when B2B companies could survive just by sending sales people out to chase down new customers. In today’s subscription-based SaaS world, it’s just as important to focus on keeping your existing customers as it is on acquiring new ones. Retention and renewal have quickly become the new focal points for business […]

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Fundamentals: Focus on Retaining your Mid-tier Customers

Here we are in the midst of “the dog days of summer.” That time when productivity ebbs and new customer acquisition slows down. It seems people are more focused on vacations with the family and road trips to the beach than they are on actual business. Who can blame you for soaking up those last […]

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How To Measure Customer Adoption

Imagine one of those food subscription services that sends you the ingredients to easily make meals at home — we’ll call it FoodBox. You sign up for a FoodBox subscription that sends you five dinners for the week, and the box arrives the following Monday. As it turns out, some of the recipes are too […]

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5 Questions to Gauge Customer Adoption

Think back to your first smartphone. Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already. When you […]

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Customer Onboarding — Measuring Time To Value

Your customer has bought your software, and they’re excited to dig in and start using it! But, how do you avoid the pitfall of managing their onboarding via a standardized checklist driving toward a timely go-live, and then moving on quickly to the next customer? Jennifer, our resident onboarding expert, coined the “Tupperware Cupboard” analogy. […]

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Early Adopters — What You Need To Know

When the iPad launched in 2010, people couldn’t seem to figure out what it was for. The New York Times’ David Pogue said, “In 10 years of reviewing tech products for The New York Times, I’ve never seen a product as polarizing as Apple’s iPad.” Tech writers wondered why anyone would want a touchscreen-only computer […]

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