While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. For decades, companies were foundationally built around new customer sales…
As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. It can be markedly more expensive to find new customers rather than keeping existing ones, not to mention taxing on internal…
Kristi Faltorusso Designing a Customer Health Score is likely one of the most impactful projects you can take on as a Customer Success Leader. Think about having the ability to foreshadow customer behavior based on certain risk signals and being…
Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their…
Customer success managers are tasked with being great at a lot of things. Project management, sales, issue mitigation, etc. – the list could go on and on. This is why requiring CSMs to be excellent at leading strategic planning conversations…
Customer success departments have been through the wringer in the last year or so. This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected…
Kristi Faltorusso Have you tried to build your Customer Success program without collaborating with your colleagues? Did you fail to set proper expectations with the members of your team? Or do you tend to focus more on problems, at risk…
The last fifteen months have been a whirlwind of Zoom backgrounds, instant messages, and lengthy email chains with customers. Although most SaaS companies are still operating remotely, the signs are pointing to a return to offices. While this means you’ll…
Kristi Faltorusso If you’re in SaaS, you understand the importance of Customer and User Onboarding to ensure your customers are set up to succeed in using your product and services. But, when we start with Onboarding, we miss a HUGE…
If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t…
When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback. While these are all excellent baseline measurements, every customer is different. For that…
Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship…