For customer success leaders, achieving long-term customer satisfaction and value is a top priority and drives many team decisions. Sometimes, however, it can be hard to distinguish which strategic decisions will drive customer value forward and which are just ‘spur…

A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. Platforms and solutions designed to increase the efficiency and effectiveness…

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. While this industry growth has resulted in increased levels of customer satisfaction, it has…

For most modern technology organizations, there is a solution for everything. Over the last few years, one platform – Customer Relationship Management (CRM) – has reigned supreme as the ‘must have’ solution for marketing, sales, and operational teams. While CRM…

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote…

For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. For every great recommendation there is a negative review out there somewhere. And in the world of customer success, vendor recommendations are paramount.…

At first, customer success doesn’t seem like a role that would be data heavy. After all, isn’t customer sentiment and feeling a better indicator of success? While customer sentiment is, of course, important, it’s amazing how many metrics CSMs, customer…

Let’s step into the customer’s shoes for a minute: you’ve just completed a long (sometimes years-long!) sales process and are finally ready to get started with a new solution across your organization. And then, you hear the dreaded word onboarding.…

In 2020, it seems as though there is a technology solution for everything – especially for SaaS organizations and teams. One of the biggest breakthroughs of the last decade or so is CRM, or Customer Relationship Management platforms. These systems…

For many of us, 2020 has already been the longest year on record – and it’s only June. These past six months have brought on a slew of global challenges and changes, and SaaS organizations are definitely feeling the impact.…

The past few months have been ripe with changes, and not just for CSMs. Virtually every single industry and role has been impacted by the COVID-19 crisis and, as the weeks turn to months and short-term solutions turn into long-term…

Whether your team is figuring out a short-term remote work strategy or if you’ve received word that you’re going to be working remote until 2021, one thing is for certain: there will be more working from home ahead. Even as…