Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions. On the customer…
Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Unfortunately, these account transitions can be highly…
As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched…
Any customer success leader worth his or her salt isn't making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team's decision-making. These numbers are also shared…
Often, CSMs get into the customer success space because they like the excitement of working with customers or the challenge of helping users through their day-to-day problems. One area in the customer success lifecycle where some CSMs tend to get…
Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Surveys serve a twofold purpose: they give your team a better sense…
As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have. If a customer doesn’t trust a CSM, some specific…
Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. From building customer advocacy to creating customer-centric content to measuring and sharing customer sentiment,…
When it comes to working with customers, any CSM worth their salt understands the value of customer sentiment. From checking in with clients during weekly calls to ‘scoring’ accounts in your CRM, customer sentiment drives many of the strategic projects…
In Part 1 of the customer marketing series, we discussed how CSMs can advocate for their customers through customer success stories and reference programs. Through this kind of advocacy work, CSMs can help customers share their stories, thank them for…
While CSMs are often tied up in the day-to-day implementation and project plan of managing customers, a few long-term initiatives also require additional attention. Customer marketing is one of these initiatives. While most customer marketing programs are a cross-function of…
For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Customers are churning over unforeseen circumstances, and…