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.
CSM from the Trenches: Mentors – Nina Wilkinson, Director of Customer Success, AspireIQ
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 […]
Tips for a Successful CSM Quarterly Business Review
In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything is running smoothly from an operations perspective. In customer success, however, QBRs aren’t quite as prevalent, although more and more existing business teams are starting to leverage this strategic format. QBRs are a great way […]
CSM from the Trenches: Mentors – Brett Andersen; Director, Client Success; Degreed
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 […]
Best Practices for Sourcing Your Customer Success Team Internally
Blog post author Irit Eizips is an innovative, passionate customer success thought leader. As Founder and CEO of CSM Practice, she helps high-growth organizations shape and scale their teams to place customer success as a top priority. Irit has been in the customer success space for over 25 years and is an expert in accelerating […]
How to Ensure Customer Success is a Company-Wide Initiative
If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. While a CSM may be ultimately responsible for retaining and growing his or her accounts, most organizations are on a mission to serve the […]
CSM from the Trenches: Mentors – Tyler Richards, Head of Mid-Market Customer Success, Lucid Software
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 […]
Customer Success Webinar: The Game Changing Impact of Customer Advocacy
ClientSuccess is excited to host Andrew Stapleton, VP of Customer Success at G2Crowd, for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Andrew will discuss practical ways to gather customer reviews and then show you specific examples on how to use those reviews to create customer advocacy. Invite […]
6 Customer Retention Strategies that are Here to Stay
If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more […]
How to Land Your Dream Job in Customer Success
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 […]
5 Ways to Align Better With Clients Through Joint Account Planning
In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is where differences start to come into play. While some organizations have CSMs handle […]
CSM from the Trenches: Frontline – Shannon Kenedy, Customer Success Manager, Game Plan
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 […]
A New Way to Improve Your CSM Team Performance
CSMs Are Problem Solvers Like diligent gardeners, Customer Success Managers (CSMs) excel at identifying problems and attacking them at their roots. Once one problem is solved, they move on to the next one, steadily weeding out every problem until only the healthy crops are left to flourish. But fundamentally, their focus is always on a […]