For many CSMs, the list of ‘best things about working with clients’ probably doesn’t include dealing with churn. Most of us who love working in customer success do so because we love working with people and want to help customers…

When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. Traditionally, the lines between small and medium-sized businesses and enterprise organizations are…

You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. First of all, congratulations! Making the decision to invest in…

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. No matter how…

For customer success leaders, achieving long-term customer satisfaction and value is a top priority and drives many team decisions. Sometimes, however, it can be hard to distinguish which strategic decisions will drive customer value forward and which are just ‘spur…

A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. Platforms and solutions designed to increase the efficiency and effectiveness…

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. While this industry growth has resulted in increased levels of customer satisfaction, it has…

For most modern technology organizations, there is a solution for everything. Over the last few years, one platform – Customer Relationship Management (CRM) – has reigned supreme as the ‘must have’ solution for marketing, sales, and operational teams. While CRM…

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote…

For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. For every great recommendation there is a negative review out there somewhere. And in the world of customer success, vendor recommendations are paramount.…

At first, customer success doesn’t seem like a role that would be data heavy. After all, isn’t customer sentiment and feeling a better indicator of success? While customer sentiment is, of course, important, it’s amazing how many metrics CSMs, customer…

Let’s step into the customer’s shoes for a minute: you’ve just completed a long (sometimes years-long!) sales process and are finally ready to get started with a new solution across your organization. And then, you hear the dreaded word onboarding.…