Developing a software implementation program can seem daunting, especially with growing customer expectations. If getting a product up and running is slow, for example, eager customers will quickly reevaluate competition. Customer risk management is key from day one of the…
Sometimes you meet a Customer Success Manager that makes the job look effortless. Even in a team full of other qualified CSMs they seem to stand out. They haven’t just learned how to keep their clients from leaving for a…
Business is ultimately about relationships, and deeper relationships result in a higher lifetime value of the customer (LTV). Over the years I’ve often used the term “Relationship ROI” to describe the value that can come from developing and continually fostering…
This is my favorite time of year because I’m a big football fan, especially college football. There’s nothing better than waking up on Saturday morning to some College GameDay on ESPN, watching football games throughout the day, and cheering on…
I often hear a common debate about the roles and responsibilities of sales reps vs. customer success managers and who really “owns” the account. In many leading SaaS companies, “Sales is King”, period. But does that mean that customer success…