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.
Imagine a bucket filled with holes. Now, imagine trying to keep that bucket full of water. Even as you add more into the bucket, the holes continue to leak out water, creating a vicious cycle that can go on forever. For Customer Success Managers (CSMs), the leaky bucket cycle is a real thing, it just […]
As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?”. To answer this question, we decided to collaborate on this topic with the best customer success leaders at a […]
3 Ways How to Build a Customer’s Perspective Journey Map All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. It’s easy to get caught up in the traditional picture of customer experience and how a customer is expected to interact with a brand but, as […]
Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant. Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. While Paul is the first to admit many […]
For Customer Success Managers (CSMs), every customer account is critical. For a CSM, “earning a seat at a customer account” means you become the trusted advisor your client uses to achieve goals and make positive impacts. The internal decision makers of your account trust and respect your input enough to give you the inside scoop […]
Importance of Aligning Customer Success & Customer Support Perhaps the most critical alignment in an entire organization is that of customer success and customer support. Customers are the lifeblood of an organization and are the sole reason for company growth, expansion, and revenue—year after year. Important Brand Touchpoints With the exception of new business sales, […]
As Customer Success Managers (CSMs) can attest to, the customer lifecycle can sometimes be a game of guesswork. Many of the metrics and indicators of customer satisfaction rely heavily on consumer sentiment and personal attribution. Common CSM practices such as “pulse checks” or questions such as “Are you happy with results of our product/service at […]
Once a deal is signed, the ink is dry, and the kick off meeting is scheduled, it’s time for your customer success managers (CSMs) to drive a proactive approach to an awesome customer experience. The Hand Off of People’s Goals and Needs Often this means looking back at the SOW (Statement of Work) to see […]
Any customer success team looking to thrive and grow must review and evaluate processes and procedures at the end of each and every quarter. Quarterly reviews aren’t just for sales teams—these built-in review periods are a great way to step back and determine what is working and what needs to be re-tooled. Here are 5 […]
Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure, recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years. He also helped the team hit 100% net […]
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 […]