Customer Success has gone from a nice-to-have to a need-to-have in every SaaS company. As an industry, we’ve adopted a slew of terms, acronyms, and buzzwords over the years. And while the role of Customer Success teams may vary from company to company, the terms that we use as CS professionals generally remain the same. […]
READ MORECo-authored by Anita Toth Because Customer Success is such a new industry, most CS leaders don’t come from an executive background. They don’t have decades of experience selling their ideas up the chain. CS hasn’t been around that long! So, one issue we’ve seen come up over and over again is how unprepared CS […]
READ MORECustomer 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 […]
READ MOREAs 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 […]
READ MOREWelcome 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 […]
READ MOREWithout 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 […]
READ MOREWelcome 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 […]
READ MOREAlright, 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 […]
READ MOREThe 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 […]
READ MOREWhether 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 […]
READ MOREDespite 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 […]
READ MOREThe 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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