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 – Steve McDougal, VP of Customer Success, Preqin Solutions / Dynamo 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 […]
The Factors Your Customers Use to Make Decisions
When it comes to knowing your customers, nothing is as important as understanding how they make big decisions in the first place. From initial buying choices to upsells and renewals, knowing what prompts customers to take steps forward with a vendor can help your customer success team structure messaging, discussions, and other critical conversations. Decision […]
5 Tips to Train Customers on New Product Updates
Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity. For customer success teams, this means rolling […]
2019 CS100 Sponsor Spotlight: SuccessHACKER
As a management consulting and training organization, SuccessHACKER deals in all things post-sales. Founded in 2015 by Andrew Marks and Todd Eby, SuccessHACKER focuses on helping companies of all shapes and sizes increase customer lifetime value, customer satisfaction, and expansion opportunities. They are well known for their SuccessCOACHING training program, which is entirely focused on […]
3 CSM Compensation Best Practices
Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output. When it comes to CSM compensation plans, there isn’t one “right way” to structure things. Successfully […]
2019 CS100 Sponsor Highlight: The Success League
Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching. After a career in executive-level sales and customer success roles, Kristen identified a gap in the market for an industry-specific skill set, namely being able to build and develop customer success teams from […]
5 Questions Your CSMs Need to Know the Answer To
If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. That’s just the name of the game when your job description includes various aspects of training, onboarding, troubleshooting, and support. While every customer account is different and has different goals, it is possible to bucket certain questions to create a […]
Recorded Customer Success Webinar: Why Continuous Onboarding is Critical for Your Business
Customer Success Webinar Series Why Continuous Onboarding is Critical for Your Business Donna Weber is the Customer Onboarding and Engagement Leader and President of Springboard Solutions Consulting, which specializes in customer onboarding, enablement and education programs for hi-tech companies. Date Held: Tuesday, July 30, 2019, 11:00 AM MDT This webinar will teach you to: Know […]
How Should Your CSM Team Address Customer Churn?
If customer success professionals can agree on one thing, it’s that customer churn is inevitable. While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems that are just out of reach. Sometimes, customer churn is something that just can’t be […]
CSM from the Trenches: Mentors – Ashley Correll, Chief Operating Officer, Beyond Insurance
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 Customer Service Trends to Watch For in 2019 and Beyond
Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. This focus shift has resulted in a huge turnaround for companies once plagued by bad reputations and the less-than-stellar bottom line to prove it. Successful […]
CSM from the Trenches: Mentors – Natalie Williams; Director, Customer Success; SmashFly Technologies
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 […]