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…
Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program.…
For CSMs, hearing from customers daily about the platform, features, and value-based services can quickly become par for the course. But for other departments and groups within your company – and, indeed, for customer success as a function – feedback…
Customer success managers working with SaaS products have a lot on their plate. The responsibilities genuinely seem endless, from managing new customer implementation to owning customer satisfaction to dealing with customer issues. As the tasks keep piling up, however, the…
If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. One minute it’s January, and in the blink of an eye, it’s…