Regardless of your industry, the rate of technology adoption and competition is increasing substantially year over year, which can make it difficult to keep your customer retention rates high. Yet, reducing churn while keeping customer health scores high is critical…
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…
As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Although they are true champions of your…
The customer success industry is constantly changing. For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. Because customer success trends are rapidly coming and going,…
Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at…
As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these…
We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. But is there actually a difference between the roles? Are their objectives and processes the same? While yes, at the end of the day…
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…
Your customers are the lifeblood of your business. Without them, you wouldn't have a reason to keep your company in operation. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. …
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…
The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced…
Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey As customer success professionals, we spend a lot of time and energy trying to enforce processes and procedures for our customers. After all, the right processes…