ClientSuccess Blog

Learn how customer success leaders are making positive organizational impacts, solving real business challenges, and building cultures of customer success.

New posts each Tuesday and Thursday.

Announcing the Customer Success Innovator of the Year Award

Customer Success Innovator of the Year Award We’re excited to announce the Customer Success Innovator of the Year Award. About the Award The Customer Success Innovator of the Year is a peer-to-peer recognized award based on innovations that drive results in customer success. “As we meet with customer success executives throughout the world, we’re inspired […]

Burke Alder

Customer Success Strategist

Live Webinar: The Customer Success Trust Framework

Join Ed Powers, VP Customer Success, simPRO Software Group to learn how to build trust and increase renewals during every stage of the customer lifecycle. This live event is a “fireside chat” format where the conversation is live and open to your questions and comments throughout the hour while centered around the power of building […]

Burke Alder

Customer Success Strategist

An Investor Perspective on Customer Success – CS100 Summit Recap: Stacey Bishop

Stacey Bishop is currently a partner at Scale Venture Partners, a leading early-stage capital firm based out of San Francisco. Stacey came to the CS100 Summit stage armed with a palpable energy and bursting with insight into centering company focus on all things customer success. Stacey is a firm believer that customer success is a […]

Burke Alder

Customer Success Strategist

5 Bulletproof SaaS Strategies Proven to Build a Culture of Customer Success

As SaaS organizations of any size can attest to, winning new clients is only half the battle. The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Customer retention should not only be at the top of any executives priority list, it should be a priority for […]

Burke Alder

Customer Success Strategist

5 Customer Success Post-Sales Pitfalls

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies […]

Burke Alder

Customer Success Strategist

4 Ways to Measure Churn & Retention – Part 2

Without measurements, customer success leaders would be at a loss for how to determine the health of a business. But it’s also possible to be overwhelmed with metrics and calculations and forget the true reason for being metrics-driven: ensuring customer success. In our previous blog post, Part 1 of this 2-part series, we explored some […]

Burke Alder

Customer Success Strategist

10 Biggest Mistakes of Customer Success

As a customer success professional, it’s not uncommon to look at customer churn and ask yourself, “What are we doing wrong?” While everyone makes mistakes sometimes, there are clear trends in customer success that can be addressed with strategy and insight. When we came across customer success thought leader Lincoln Murphy’s LinkedIn post on the […]

Burke Alder

Customer Success Strategist

4 Ways to Measure Churn & Retention – Part 1

Churn, Retention, Revenue For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Those 3 phrases go hand-in-hand with ensuring that your organization is set up for long term success, and that your customers are happy with your products. In the […]

Burke Alder

Customer Success Strategist

The Customer Success Dictionary of Reference: Part II

What are the Definitions of Customer Success Terms? – Part II You asked and we listened! After the positive response to our “Customer Success Dictionary of Reference: Part I” post, we wanted to provide further opportunities for education and growth. In this post, we’ll dig even deeper into some common customer success terminology and phrases […]

Burke Alder

Customer Success Strategist

Recorded Webinar: The Customer Success Maturity Model

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your […]

Burke Alder

Customer Success Strategist

Red Shoes Experience and Customer Success – CS100 Summit Session Recap: Lonnie Mayne

Lonnie Mayne is the president of InMoment, a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Lonnie kicked off his presentation at the CS100 Summit with sincerity by sharing how InMoment is passionate about a “red shoes” concept, […]

Burke Alder

Customer Success Strategist

The Customer Success Dictionary of Reference: Part I

What are the Definitions of Key Customer Success Words? Customer success, with all of its ups and downs, is a constantly changing and evolving field. There are new, innovative trends popping up all over the place. And, like most industries, every single SaaS company is different. Especially in the days of the ‘unicorn startup,’ many […]

Burke Alder

Customer Success Strategist