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.
In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. This series was birthed from the idea that most content in the Customer Success space comes from the Top – Down (CS Executives + other leadership), but I hadn’t really seen a place where like-minded Customer […]
Aaron Fulkerson, CEO of MindTouch, will interview Dave Blake, CEO of ClientSuccess, about the major mistakes to avoid in the onboarding process. Register for the webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process In this webinar you will learn: How to approach post-sale lifecycle management with your customers What approach to take to […]
We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. “It’s an honor to be recognized by industry experts and software peers with a SIIA CODiE Award.” said Dave Blake, ClientSuccess Founder and CEO. “Today we celebrate our team and our customers. Our mission is to […]
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 […]
Ed Powers, VP Customer Success, simPRO Software Group teaches how to build trust and increase renewals during every stage of the customer lifecycle. This event was a “fireside chat” format where the conversation was live and open to questions and comments throughout the hour while centered around the power of building trust with customers. This […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]