As a CSM, you know first-hand that working with customers involves more than answering their questions, guiding them through onboarding and product implementations, and ensuring their ongoing satisfaction with your organization. It’s also about the little things: the openness a…
As any CSM has been told – and has realized – many times, no two customer experiences are the same. Every customer has unique goals and is looking to a vendor organization to help solve a problem or two. Surely,…
As any customer success professional knows, learning and growing in your profession never really ends. The world of SaaS vendors is constantly changing, and keeping up with the new trends, strategies, and ideas isn’t always easy. No matter what industry…
As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to…
Modern CSMs – especially those working in a SaaS-based organization – are often responsible for more than what makes it into the job description. It is more than just working through an implementation or onboarding plan, providing ongoing support to…
As a customer success professional, you've likely heard many times about the Net Promotor Score (NPS). This all-encompassing customer success metric is probably foundational to your customer success strategy and your team's decisions to ensure your customers are happy, well-managed,…
Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. NPS is a great way to…
When a new customer joins your book of business, there are some things that are known right out of the gate. The 'sale' of a new customer – aka the monetary amount of the contract – is often looked at…
In the world of customer success, robust, fully realized customer relationships don’t just happen overnight. Instead, they require hard work and mutual input from both sides of the partnership. For CSMs looking to build strong customer loyalty with their current…
Customer success, like many other departments, thrives on data and metrics. How else can a team know if it is trending in the right direction and achieving its goals? Customer success teams work directly with customers – the most…
As any customer success professional knows, metrics and data keep customer relationships running smoothly. With historical data, CSMs can make strategic decisions and identify critical areas that need attention. CSMs can focus on quick, game-time updates that address immediate…
As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. Are you ready to add one…