As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained…
In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. Usually, this requires organization-wide investment in people, processes, and tools to make this happen. As customer success departments have expanded in scope and role…
As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. While process improvement solutions make it easier for CSMs to track and manage their workload,…
As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You're probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking…
In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams. We have to get this issue resolved as quickly as possible, and this renewal process is taking too…
Modern CSMs are no strangers to multitasking. From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. While NPS, customer sentiment, and…
In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting…
Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. They constantly check in with key contacts so that nothing slips through the cracks in the progress plan. Sometimes, however, a more extensive, more focused discussion…
As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a…
As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? While it may take years for some customer partnerships…
How does your CSM team measure success? Whether you're working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide…
During a typical day as a CSM, you’re fielding questions from internal and external sources. Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information. Customers have a…