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 […]read more
Notes from the C-Suite: The Value of Customer Success
You’ll find a lot of self-proclaimed experts on the subject of Customer Success on the web, but many of them don’t have the credentials — or track record — to back it up. So we thought we’d go straight to the top and discuss the state of the CS industry with our CEO, Michael Harnum. […]read more
Fundamentals: Basic Leading and Lagging Indicators in Customer Success
Leading and lagging indicators provide useful ways to look at the cause and effect relationship among various KPIs. It can get a bit complicated the deeper you dive. To keep things simple, think about breaking things down to an ACTIONS=RESULT equation, where leading indicators represent the action and lagging indicators the result. To apply this, […]read more
So, What’s an Acceptable Churn Rate?
From customer satisfaction to revenue, SaaS companies have many factors to worry about when it comes to keeping their business not only afloat, but also thriving. One such factor: What is your churn rate, and what can you do to decrease it? Reality check: these are critical questions, but they don’t have such a straightforward […]read more
Outsource – A Dirty Word?
As a function of my role as Business Development Manager at ESG, I spend a lot of time talking with Customer Success leaders. And from those conversations, I’ve found that many of them very much dislike the idea of outsourcing any part of their business. In fact, I recently spoke with a gentleman who boldly […]read more
Diamonds in the Rough: Finding Growth Opportunities in Your SMB Customers
As of 2018, there were slightly over 30 million small businesses in the United States. The number of businesses with more than 500 employees? Only 120,000. What this means is that small businesses are an enormous opportunity for any B2B software as a service (SaaS) business. If you can get in on the ground floor […]read more
Who Owns Your Customer Communication? Marketing or Customer Success?
Fact: keeping customers is more cost effective than adding new ones. The numbers vary depending on industry, time scale, and who you ask, but the consensus is that it’s five to ten times more expensive to acquire a new customer than it is to retain an existing one. Furthermore, existing customers are more likely to […]read more
Upgrade from Freemium to Premium with Tech Touch
Everyone loves free stuff — like free samples of fancy cheese at the grocery store. But there’s a reason the store hands out free samples, and it’s not out of the goodness of their heart. They want you to spend money on a whole block of the fancy cheese. Freemium SaaS models — where the […]read more
Customer Success Tools: The New ATM?
In the 1980s, ATMs started to become widespread in banks across the country. Bank customers didn’t have to go up to the counter or interact with a human being at all in order to make a deposit or withdrawal, and tellers were worried. They thought ATMs would replace them, making their jobs unnecessary and at […]read more
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 […]read more