I’m excited to launch my customer success blog series called CSM from the Trenches. In this series I will discuss trends, best practices, and advice for front-line customer success managers. Being on the CSM frontline has allowed me to directly…
Though the words “customer success” are weaved into almost every single conversation taking place around the software industry right now, the rise of customer success has been fairly recent and can be traced almost directly to the rise of Software-as-a-Service…
As a customer success leader, you know that listening to your customers (both external customers and even internal customers) is key to establishing strong relationships. Without strong listening skills, you won’t gain the respect and trust of your most important…
How can your sales and customer success departments partner to create a culture of customer success? On Wednesday, January 20, 2016 from 1:00 PM - 2:00 PM EDT, we’d like to extend an invitation to join us and the Openview…
Elevating customer success in your SaaS business will pay big dividends. McKinsey & Co. recently ran an analysis looking at the biggest predictors of growth for $100 million companies that turned into $1 billion companies. They looked at 600 companies…
I had the opportunity to join ClientSuccess as an intern. Our company, ClientSuccess, is customer success software that is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. I found myself challenged in the first few…
It’s essential that all teams across your organization work together to ensure the customer is successful. Customer success should make up the DNA of your company culture, no matter the department. Customer success begins to be measured the minute the…
As we approach this holiday season, our hearts are filled with gratitude towards you, our customer. You are the lifeblood of our company and the motivation behind everything we do. It’s been an amazing year and we owe it all…
The end of the year brings with it a long laundry list of to-dos and things to get done (and no, we’re not talking about your Christmas shopping list). B2B SaaS companies need to finish out the quarter strong, determine…
“Success is the new Sales” is the trademark for ClientSuccess. Dave Blake and team have set out on a mission to ensure that this is the new reality. Let that sink in for a moment and truly understand as to…
How do innovative product leaders contribute to customer success in their company? If one thing is certain after we completed the interviews in our latest ebook entitled "Customer Success as a Culture: Product Leaders Edition", it’s that products, teams, and…
We’ve all heard the expression “The customer is always right”. And while this may be the gold standard for retail or service industries, it’s certainly not true in software and technology. At least, not always. For Customer Success Managers (CSMs)…