Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of…
When it comes to knowing your customers, nothing is as important as understanding how they make big decisions in the first place. From initial buying choices to upsells and renewals, knowing what prompts customers to take steps forward with a…
Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and…
As a management consulting and training organization, SuccessHACKER deals in all things post-sales. Founded in 2015 by Andrew Marks and Todd Eby, SuccessHACKER focuses on helping companies of all shapes and sizes increase customer lifetime value, customer satisfaction, and expansion…
Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output. When…
Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching. After a career in executive-level sales and customer success roles, Kristen identified a gap in the market for…
If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. That’s just the name of the game when your job description includes various aspects of training, onboarding, troubleshooting, and support. While every customer account is…
Customer Success Webinar Series Why Continuous Onboarding is Critical for Your Business Donna Weber is the Customer Onboarding and Engagement Leader and President of Springboard Solutions Consulting, which specializes in customer onboarding, enablement and education programs for hi-tech companies. Date…
If customer success professionals can agree on one thing, it’s that customer churn is inevitable. While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems…
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of…
Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. This focus shift has resulted in a huge turnaround for…
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of…