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.
When it comes to customer success, there are many ways for organizations to be successful. In past posts, we’ve explored different models of how to set up teams, what metrics to use when measuring retention and churn, how to align the department with other teams, and even how to onboard customers to a product. And […]
Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. Before we examine a few challenges that customer success teams should keep in mind, let’s first start with the definition of NPS: “(NPS) is a management tool that can be used to […]
It’s inevitable that bad experiences will happen as it relates to the journey your customers are on with your organization. Many companies have hundreds if not thousands of customers that are engaging with their product, team members, and services each and every day. And the likelihood that each customer has a seamless and pleasant experience […]
There is nothing more frustrating for customers or for Customer Success Managers (CSMs) than a product that doesn’t produce results, or doesn’t have the buy-in it needs to be successful. This of course impacts the customer’s ability to do their job effectively, but it also affects the CSM, their quota, and the company’s overall ability […]
Creating a Customer Success Staffing Model: A Conversation With Francoise Tourniaire “Customer Success” as a phrase is a relatively modern concept, according to Francoise Tourniaire, Founder, FT Works. She explained that many who have been in the field for a long time smile when they hear the phrase “Customer Success” because the concept has existed […]
For those just joining my blog series CSM from the Trenches, welcome. Here I discuss trends, best practices, and advice for frontline customer success managers (CSMs). 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. Let’s move forward with […]
Katie Rogers currently serves as the VP of Customer Success at SalesLoft, where she built the customer success department from the ground up. Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. […]
Many organizations may believe that they are truly customer-focused and put significant resources in place to make sure customers are successful. After all, building a customer success team requires a hefty budget line to hire the right leader, the right individuals, and even more budget to ensure that they have the right tools and processes […]
2016 was a busy year for customer success leaders. A growth in innovative technologies, creative engagement strategies, and interdepartmental collaboration revolutionized the role of customer success. New education materials, thought leadership, and programs brought a jolt of urgency and creativity to the customer success landscape. It’s now possible for customer success leaders to know what […]
SaaStr Annual kicks off today. If you work for a SaaS company or use SaaS products across your organization, then you’ve probably heard of SaaStr, or at least you know many of the companies attending and sponsoring. In fact, it’s the biggest SaaS event of the year, and today 10,000 SaaS experts from around the […]
Setting and meeting goals helps you grow and scale your organization. For customer success leaders, these goals are often centered on retaining customers and increasing upsells. To achieve these goals, there are many goal setting methodologies that help to align and engage your teams. Today we are going to discuss the OKR method to goal […]
Each year we travel the globe hosting roundtables with customer success executives. Each time these roundtables inspire new ideas, models, and strategies. It’s awesome to listen to executives as they share their thoughts regarding specific topics on customer success. We’re excited to kick off the 2017 roundtable global series in San Francisco on Monday, February […]