Onboarding a new customer is an exciting time. The customer has already decided to move forward with your product or service, and now it’s up to the CSM and onboarding team to kick things off and make the best first…

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. This simple question, “how likely are you to recommend x product?” can help your team determine how satisfied users are, where your product fits…

While onboarding a new customer should be an exciting time for both customer and vendor teams, one wrong move can send things spiraling in the wrong direction. After the sales cycle, which can often be drawn-out, chaotic, and intense for…

When a new deal is closed, there is a period of celebration and excitement within every organization. Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value…

Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Onboarding is, after all, the first real experience a customer has working directly with your team, using the platform…

As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. Over the years, however, so many metrics have become critical to this decision-making…

Scaling and growing an internal team can be all-consuming and often daunting for many CSM teams. While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the…

Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. In recent years, high-performance customer success teams have begun leveraging a holistic overall metric that combines…

If you're part of a SaaS customer success team, mergers and acquisitions are an all-too-common occurrence in your life. While these corporate milestones can mean growth and opportunity for your team and you personally, they can also be confusing and…

Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations. Your customers are real companies that chose your solutions to bring their goals to life, so of course, they would be at the top…