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.
For innovative customer success leaders, preventing customer churn while increasing retention, revenue, and renewals is already top of mind. There are a myriad of ways to leverage your customer success team to decrease customer churn and help combat the negative costs associated with attrition. In our previous post “The Trust Cost of Customer Churn: Part […]
Retaining customers is a bottom-line must for successful companies—especially SaaS companies where a predictable customer base is a must. An organization’s customers are the greatest asset it can have, and the longer those customers continue to invest in products and services, the more valuable they become. This is why the concept of churn is so […]
Yesterday, David Skok, General Partner of Matrix Partners, published a great customer success article called Top Two Reasons for Churn. In this article, Skok discusses how failure to onboard a customer successfully and how loss of the champion who drove the purchase are two of the major reasons for churn. Inspired by his first reason, […]
Scenario As a customer success manager, you probably sit down every day to a calendar full of scheduled meetings and a bursting inbox. You likely have some priorities in mind, but you also want to figure out where you need to focus your efforts in order to make the largest impact. All customer success managers […]
For those just joining my blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell of Marketware. Erica has been a CSM […]
Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the customer and the solution provider. Obviously the best way to deal with customer churn is to avoid it altogether by putting proactive steps […]
Webinar Details ClientSuccess hosted Greg Daines, CEO of Client Velocity, for this month’s customer success webinar series. This webinar will become one of your top 10 resources for running effective customer success efforts. The webinar was originally held on Wednesday, December 13th, 2017 at 11:00 am Mountain Time on the topic: 3 Surprising Ideas, 3 Deadly […]
Jobs to Be Done Theory SaaS companies, at their core, are created to deliver products to consumers to meet specific needs or address specific pain points. When a customer buys a SaaS product offering, they are essentially saying, “We believe this product can help us meet this need or address this paint point.” Clay Christensen, […]
CSM from the Trenches – 3 Key Learnings from Taking a Customer Success Industry Expert Out for Lunch
For those just joining my blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients […]
5 Ways to Re-Engage When a Customer Goes Dark We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s […]
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. We’re lucky to have this week’s frontline Customer Success Manager (CSM) best practice come from Mieke Maes of Intuo. Mieke has been a Customer Success Manager for Intuo since August […]
Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. But while it may take on a different look than customer […]