2020 has been chock-full of twists and turns, and customer success managers have experienced their fair share of ups and downs. The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment…
Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. CSMs have been hard at work managing their customer accounts throughout…
The new year is a time to take stock of the past twelve months, determine what worked well, and identify areas that need a bit of improvement. For many in customer success and account management, 2020 ended up being a…
No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year,…
Mark Your Calendars Now! Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everything changed. With…
In 2020, customer success has become one of the most critical positions in any SaaS organization. With so much confusion and uncertainty across every single industry, an experienced, clear-headed CSM can be the defining difference between a reassured customer and…
As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. As your team heads into 2021, staying on top…
For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management. As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved.…
In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. One characteristic that is often overlooked (or left out…
In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have…
For customer success organizations that are either building their team, scaling their team, or re-defining their processes, they know firsthand how many components go into planning and determining the right customer engagement model. Before we jump in to explore what…
Churn, Retention, Revenue For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Those 3 phrases go hand-in-hand with ensuring that your organization is set up…