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Effectively Managing Subscription Consumption

Subscription-based businesses, especially in software, are taking the world by storm. According to The Software Report, software-as-a-service (SaaS) businesses make up an industry with revenues in the tens of billions of dollars. In the SaaS world, aggressive growth is not just desirable, but expected. According to forentrepreneurs.com, median revenue growth in the SaaS world is […]

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Breaking Down Customer Success Costs

This guide explains the hard and soft cost to consider when determining the actual cost of hiring a new Customer Success team member. Use these sample calculations with your own data to build a solid financial business case for adding new resources. Hard Cost The hard cost of hiring goes beyond salary. Make sure to […]

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Onboarding your customers with purpose, momentum, and precision

“The seeds of churn are planted early, and those seeds are planted deep if your onboarding experience is bad.” – Lincoln Murphy It’s widely understood that a good onboarding is critical to ongoing customer happiness. But it’s tricky, and we often miss the mark because: Onboarding a new customer is hard to do. We tend […]

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The 10 simple* traits of an awesome CSM

At the end of 2017, the professional networking site LinkedIn dove into its deep database of user information to evaluate the talent landscape in the U.S. They looked at data from both 2012 and 2017 to see what roles had grown the most in demand during that time and came up with a list of […]

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Building a Business Case for more Customer Success resources

In the archives of the prestigious research firm Forrester, there’s an article written by a seasoned analyst highlighting what she foresaw as key business trends for the coming year. Number two on her list was “Companies Will Explore Proactive Engagement.” She wrote: “Proactive engagements anticipate the what, when, where, and how for customers, and prioritize […]

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Neuroscience and Customer Success: Building a strategy that supports human interaction

In 2015, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience on the power of collaborative interactions in building and maintaining relationships. One of their experiments involved playing a simple game. Some participants were told they were playing the game with other people while others were told they […]

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Customer Success at scale

Automation gets a bad rap. Ever since the Industrial Revolution, the same story gets told and retold, and it certainly sounds intuitive: as technology improves, human beings lose jobs. But a closer look at the historical evidence reveals quite the opposite: technology ultimately creates more jobs than it destroys. A 2016 article in The Economist […]

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Success through Customer Segmentation

“Nothing can add more power to your life than concentrating all your energies on a limited set of targets.” – Nido Qubein I read a case study recently about an international cruise vacation company. They were creative and aggressive marketers and were driving brand awareness and lead generation across a variety of geographies and audience […]

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Putting your customers (and your company) on the map

We’ve all been there. You’re at a restaurant or buying something online and it’s just not going well. The service is bad or the online functionality doesn’t work or the product you want is no longer available. You’re getting upset, and the more the bad experience drags on, the more frustrated you become. We’ve all […]

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Integrating Education Services for more powerful Customer Success

Walmart founder Sam Walton once famously said, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” From the earliest days of the technology revolution, software companies applied that maxim almost exclusively on customer acquisition. Make the initial […]

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Inside Sales Optimization guide

Best-in-class strategies for driving revenue & reducing cost As organizations look to drive down the overall cost of sales, optimizing the sales process has become essential. Best-in-class inside sales teams are lean, and fully aligned with corporate objectives. This tightly integrated approach is what makes them agile and positions them for success. How can your […]

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Top 3 Education Marketing mistakes that will cost you

Introduction In an ideal world, all of your education business initiatives would be fully supported by a group of marketing professionals, maybe even your corporate marketing staff who understood what you want and knew what you need. They would promote your products and services to the right people, at the right time, keeping your sales […]

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