In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation…
Each touchpoint matters throughout the customer journey. The old saying is true, “you don’t have a second chance to make a first impression”. The first 90 days of a customer relationship can determine the outcome whether good or bad. A…
SILICON SLOPES, UT (May 18, 2020) - ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards. The prestigious CODiE Awards recognize…
Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. I’m writing this letter as one of you, and one of them. I’m one of you because I’m a…
Silicon Slopes, Utah – April 10, 2020: ClientSuccess, a leading B2B SaaS customer success management platform, has been named a finalist for “Best Customer Success Management Solution” by the SIIA’s CODiE Awards, making ClientSuccess a four-time CODiE Award finalist. Since…
This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr…
As a management consulting and training organization, SuccessHACKER deals in all things post-sales. Founded in 2015 by Andrew Marks and Todd Eby, SuccessHACKER focuses on helping companies of all shapes and sizes increase customer lifetime value, customer satisfaction, and expansion…
Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching. After a career in executive-level sales and customer success roles, Kristen identified a gap in the market for…
Customer Success Webinar Series Why Continuous Onboarding is Critical for Your Business Donna Weber is the Customer Onboarding and Engagement Leader and President of Springboard Solutions Consulting, which specializes in customer onboarding, enablement and education programs for hi-tech companies. Date…
ClientSuccess is excited to host Andrew Stapleton, VP of Customer Success at G2Crowd, for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Andrew will discuss practical ways to gather customer reviews and then…
There seems to be rigorous debate in the SaaS customer success space about the value of measuring customer satisfaction through various survey methodologies, whether CSAT, NPS or CES (customer effort score). While each of these methodologies have their merits, I…
Millions of us visit the doctor’s office every year for a checkup. The doctor asks us a series of questions, he or she takes our temperature, checks our heart rate and other vital signs, and performs a series of tests…