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.

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What is the Role of the Customer Experience Officer (CXO)?

The customer experience (otherwise known as CX) is quickly moving to the forefront of considerations that are required for exceptional marketing. It directly impacts the perception of your brand in the eyes of your prospective, current, and past customers.  When you consider the type of experience each one of your customers is having when they […]

Teresa Becker

Customer Success Strategist

8 Customer Journey Analytics Your Customer Success Team Needs to Track

It’s important to map out and monitor your customers’ journey to ensure you and your team are doing everything in your power to increase retention and lower churn rates.  That’s why we’ve compiled some of the best customer journey analytics that customer success teams and CSMs should track so everyone – from executive leadership to CSMs […]

Teresa Becker

Customer Success Strategist

How Would You Rate Your Company’s Client Experience? 3 Tips For Success  

Client experience, otherwise known as CX, is something you will hear often as you determine how to design and implement your product solutions for your clients. A positive client experience is crucial for long-term (and even short-term) success. In simple terms, the client experience is the interaction a person has with an organization and/or their […]

Teresa Becker

Customer Success Strategist

How Customer Success Managers Can Organize Their Accounts to More Accurately Understand Account Behavior

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we […]

Sam Feil

Customer Success Manager

5 Customer Success Conferences You Should Attend in 2020

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. With many influencers and industry experts in a single place, they can offer the perfect time to pick the brains of those you look to for inspiration in […]

Teresa Becker

Customer Success Strategist

3 Customer Churn Prediction Strategies for Your CSM Team

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve  – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand. Of course, […]

Teresa Becker

Customer Success Strategist

When and How to Bring Executives Into Customer Interactions

In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation conversations unless there is a very good reason. That being said, sometimes executive involvement is […]

Teresa Becker

Customer Success Strategist

5 Factors to Consider When Choosing Your Customer Success Management (CSM) Technology

Regardless of your industry, the rate of technology adoption and competition is increasing substantially year over year, which can make it difficult to keep your customer retention rates high. Yet, reducing churn while keeping customer health scores high is critical for long-term company growth.  While you can’t control your company’s pricing or product features which […]

Teresa Becker

Customer Success Strategist

19 Qualities That Can Make Good Customer Success Managers Great

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we […]

Sam Feil

Customer Success Manager

What Does the Growth of Advocacy Mean For Customer Success Teams? 

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Although they are true champions of your brand and your product, advocates are definitely shaking things up in the CSM world.  Advocates […]

Teresa Becker

Customer Success Strategist

CSM Metrics: Latest and Greatest Thinking

The customer success industry is constantly changing. For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. Because customer success trends are rapidly coming and going, customer success leaders must keep their eyes open for the latest and greatest thought leadership.  […]

Teresa Becker

Customer Success Strategist

Focusing on Customer Success Leads to Improved Customer Satisfaction

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related. And you’re not wrong. Focusing on customer success ultimately does lead […]

Teresa Becker

Customer Success Strategist