User Experience in Customer Success Platform Planning
Customer Success platforms are transforming the way internal and customer-facing teams work efficiently and produce exceptional customer experiences. If the time has come to introduce a Customer Success tool into your tech stack, taking an initial approach to understand the user experiences of your Customer Success team is critical. An internal discovery phase with CS […]
read more7 New Year’s Resolutions for Customer Success
New Year’s Resolutions – either you love them or you hate them. But, if you’ve got a goal-setting mindset, they can be a useful tool. Whether you are one of those hit-the-gym, reorganize-your-life, use the New Year to envision a new you types, or simply the type to harness the calendar shift to plan ahead, […]
read moreDon’t be a Gas Station: Creating Emotional Loyalty in Customer Success
What’s the difference between emotional and behavioral loyalty? Let’s face it – customers are expensive to obtain. Enterprise accounts are even more expensive to win, and you’re almost always facing a competitive situation. What is a SaaS company to do when the competition is so fierce? The goal for Customer Success organizations is to develop […]
read moreAre You Ready for a CS Tool?
Technology can be an invaluable part of your customer engagement strategy. But. Yes, I said but. Without the proper foundational Customer Success elements in place, it becomes nearly impossible to utilize your chosen CS tool to its fullest potential. With the ever-growing number of CS tool providers and platforms, it’s easy to be dazzled by […]
read moreTSIA Interact: Key Takeaways
TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led […]
read moreBIG RYG: Key Takeaways
We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso, included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.) The day was […]
read moreWhy CS & Sales Should be Friends, not Enemies
As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Is some of that tension warranted? Absolutely. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios. But what […]
read moreThe 4 ‘Marketing’ Metrics that Measure Customer Engagement
You may be asking yourself ‘if this article is about marketing and I’m in Customer Success, why am I using my precious time to read it?’ That would be a valid question. But the answer may not be what you think. It’s not about inter-departmental cooperation or collaboration, or even about learning from your peers. […]
read moreTop 5 Tips for a Thriving Partner Success Program
Partner Success programs are relatively new to the Customer Success world. Software as a Service (SaaS) companies are big trendsetters in CS. Their subscription business model has taken root across a spectrum of services in our daily lives, and its popularity is only growing. Customer Success evolved out of the need for more dynamic, forward-thinking […]
read moreTop 5 Dos and Don’ts of Digital Customer Success
Implementing Digital Customer Success strategies is a new frontier for many CS organizations. Without automation, scaling Customer Success becomes extremely difficult, if not impossible. Very few (and I mean very few) companies excel in this area today, but it’s quickly becoming a must-have. So, as you begin to expand your digital capabilities and build out […]
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