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Customer Journey Map or Touchpoint Map – What’s the Difference?

Customer journey maps and touchpoint maps (also known as service blueprints) are often conflated, but they are not the same thing. Though they are similar creations, they are actually two different ways of understanding the customer journey. One is a front-end map – the part the customer sees and experiences, ideally created from their point […]

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Is a Customer Success Center of Excellence Right for Your Organization?

As Customer Success organizations mature, leaders are recognizing the potential for amplifying the capabilities of CS across the entire business. After all, once you’ve built a strong foundation, chances are you’ve invested a great deal of time, money, and resources into growing your CS organization. Even if you’re just getting started, there are many advantages […]

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2021 Customer Success Leadership Study

Welcome to the 2021 Customer Success Leadership Study – brought to you by your Customer Success friends at ChurnZero, ESG, and Higher Logic. Now, we know you’re here for the good-looking charts and practical takeaways, so we’ll keep this intro short. After analyzing hundreds of survey responses and consulting our team of Customer Success experts […]

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Cooperation vs. Collaboration: Elevating the Relationship Between CSMs and Customers

Without the right tools and processes in place, Customer Success Managers (CSMs) can sometimes find themselves falling into the trap of playing a very reactive role…sort of like glorified tech support. CS leaders are always looking for better ways to ensure Customer Success plays a more dynamic role in meeting customers’ needs. Part of ensuring […]

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Inaugural Customer Success Leadership Study

Welcome to the Inaugural Customer Success Leadership Study – brought to you by your Customer Success friends at ChurnZero, ESG, and Higher Logic. Now, we know you’re here for the good-looking charts and practical takeaways, so we’ll keep this intro short. After analyzing hundreds of survey responses and consulting our team of Customer Success experts […]

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Customer Feedback Strategy in 4 Simple* Steps

Alright, you did it. You asked for feedback from your customers, so you can be done now, right?! WRONG! Asking for feedback and receiving those responses is just the beginning. In fact, it’s step one in the ACAF Customer Feedback Loop model. What, exactly, does ACAF stand for? Here are the deets: Ask for customer […]

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Monetizing Customer Success: What You Need to Know Before Taking the Plunge

The need for Customer Success is rapidly rising across diverse industries, company sizes, and business models. No longer relegated to Software as a Service (SaaS), companies are eager to dive headfirst into the many benefits of implementing their own CS program. But as you build or expand your CS capability, one of the first questions […]

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Outsourcing Customer Success vs. Building Internally

Whether you are in the early stages of developing a Customer Success team or revamping your existing CS efforts, you may find yourself wondering if outsourcing Customer Success is right for your organization. There are many benefits of leaning on an experienced external partner, but the topic must be approached thoughtfully, keeping both your short […]

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Applying MVP to CS: The How

Despite over a decade of proven effectiveness in software development by companies like Groupon, Zappos, Dropbox, and Uber, the concept of Minimum Viable Product (MVP) has not yet been widely adopted by Customer Success leaders to build or expand their Customer Success operations. It’s time to change that! Check out our blog post for reasons […]

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Swallowing the Fish

The phrase “swallowing the fish,” from TSIA’s Technology-as-a-Service Playbook, gets tossed around frequently in the technology industry. Even though it sounds like an instruction on eating seafood, the term refers to the transition from technology as an asset to technology as a service. What’s the difference? An asset is something you buy and then have […]

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The 10 Simple* Traits of an Awesome CSM

Every year, LinkedIn publishes a list of the “most promising” jobs in the American job market. Two years in a row, Customer Success Manager (CSM) has made the top 10, with year-over-year growth of more than 80 percent both years. Many of the jobs on that list didn’t even exist five years ago. Others, like […]

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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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