If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this…
If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. But do you also have…
What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can…
Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. In the past few…
In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?…
As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and…
For many CSMs, the list of ‘best things about working with clients’ probably doesn’t include dealing with churn. Most of us who love working in customer success do so because we love working with people and want to help customers…
When a SaaS organization is in the midst of scaling, there comes a time when there starts to be a clear differentiation between SMB customers and enterprise customers. Traditionally, the lines between small and medium-sized businesses and enterprise organizations are…
In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation…
You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. First of all, congratulations! Making the decision to invest in…
If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. No matter how…
Each touchpoint matters throughout the customer journey. The old saying is true, “you don’t have a second chance to make a first impression”. The first 90 days of a customer relationship can determine the outcome whether good or bad. A…