Customer success, like many other departments, thrives on data and metrics. How else can a team know if it is trending in the right direction and achieving its goals? Customer success teams work directly with customers – the most…
As any customer success professional knows, metrics and data keep customer relationships running smoothly. With historical data, CSMs can make strategic decisions and identify critical areas that need attention. CSMs can focus on quick, game-time updates that address immediate…
As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. Are you ready to add one…
Did you know you can ask more than one question in an NPS survey? While traditional NPS surveys are typically one-and-done questions, many SaaS organizations are starting to expand their surveys to gather more information from users. Why expand your…
Onboarding a new customer is an exciting time. The customer has already decided to move forward with your product or service, and now it’s up to the CSM and onboarding team to kick things off and make the best first…
NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. This simple question, “how likely are you to recommend x product?” can help your team determine how satisfied users are, where your product fits…
While onboarding a new customer should be an exciting time for both customer and vendor teams, one wrong move can send things spiraling in the wrong direction. After the sales cycle, which can often be drawn-out, chaotic, and intense for…
When a new deal is closed, there is a period of celebration and excitement within every organization. Sales cycles can be long and fraught and deserve to be applauded. But as more and more SaaS organizations realize, the actual value…
Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Onboarding is, after all, the first real experience a customer has working directly with your team, using the platform…
As customer success has grown into a critical corporate function for SaaS organizations, CSMs have turned to data and metrics to make strategic decisions for their customers. Over the years, however, so many metrics have become critical to this decision-making…
Scaling and growing an internal team can be all-consuming and often daunting for many CSM teams. While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the…
Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. In recent years, high-performance customer success teams have begun leveraging a holistic overall metric that combines…