Customer success is vital yet customers are more resourceful and less brand loyal than ever. With many similar sources, customer loyalty is harder to acquire and retain. It is time to up the ante. If you have not integrated customer…
When it comes to customer success, on-boarding new customers is an obvious place to start. After all, the first 90 days of a new account is a critical time to ensure customers get set up properly, learn the product, and…
Customer success is a functional area that is exploding right now. In a few short years, the “customer success manager” role went from new and trendy, to essential and mainstream. In fact, it’s now one of the hottest titles in…
Today’s SaaS companies have come to expect frequent change and constant innovation—it’s in their DNA to adjust with the market and demands. And with these recent changes, a laser focus on recurring revenue and reducing churn has emerged in a…
DemoChimp began in early 2013 with one mission: help their clients scale marketing and sales by intelligently automating the product demonstration. Headquartered in Utah, DemoChimp is Software as a Service (SaaS) company that automates custom product demos to accelerate sales.…
Developing a software implementation program can seem daunting, especially with growing customer expectations. If getting a product up and running is slow, for example, eager customers will quickly reevaluate competition. Customer risk management is key from day one of the…
Sometimes you meet a Customer Success Manager that makes the job look effortless. Even in a team full of other qualified CSMs they seem to stand out. They haven’t just learned how to keep their clients from leaving for a…
Business is ultimately about relationships, and deeper relationships result in a higher lifetime value of the customer (LTV). Over the years I’ve often used the term “Relationship ROI” to describe the value that can come from developing and continually fostering…
This is my favorite time of year because I’m a big football fan, especially college football. There’s nothing better than waking up on Saturday morning to some College GameDay on ESPN, watching football games throughout the day, and cheering on…
I often hear a common debate about the roles and responsibilities of sales reps vs. customer success managers and who really “owns” the account. In many leading SaaS companies, “Sales is King”, period. But does that mean that customer success…