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Journal

Category: Customer Success

B2B SaaS
Maybe you should blow up customer success and start over
Customer success begins with a recognition that customer retention and growth is critically important to a SaaS business. Learn More ›
By Jay Nathan
B2B SaaS
Customer Success as a Culture
Customer success is no longer just a department. It’s the basis of an organization’s operational execution and culture. Learn More ›
By Jeff Breunsbach
B2B SaaS
Owning the Number
The drum beat is getting louder in the B2B SaaS world: Customer Success Management teams need to align themselves with revenue.  Learn More ›
By Jay Nathan
B2B SaaS
Customer Success through Channel Partners
A comprehensive “partner success” strategy can help overcome challenges and significantly decrease the failure rate of reseller alliances. Learn More ›
By Jay Nathan
B2B SaaS
The Makings of a Great Customer Success Email
While there is still some level of automation involved, the combination of automation and personalization is a scalable way to engage with customers. Learn More ›
By Jeff Breunsbach
B2B SaaS
Should CSMs Own Cross Selling?
So, if your cross sell opportunities involve selling into a new group within an existing customer or against a competitor’s new logo sales executive, consider having an AE handle the opportunity. Learn More ›
By Jay Nathan
Customer Success
Don't change. Transform.
SaaS and other services monetized via subscriptions and transactional models need transformation to survive. Learn More ›
By Jay Nathan
Customer Experience
Humans Never Get Tired of Personalized Communication
Let’s stop hammering our users with boring, tired content, and start giving them something to anticipate. Learn More ›
By Jay Nathan
Customer Success
The Second Sale
The Second Sale begins immediately after the first sale is closed, and it’s a continuous flow of small wins. Learn More ›
By Jay Nathan
Customer Experience
Customers don't onboard, users do
The second sale is the one in which we convince users to attend trainings, share information and ultimately USE our product. Learn More ›
By Jay Nathan
Customer Segmentation
Customer Portfolio Segmentation for Customer Success Managers
Customer portfolio segmentation strategy is usually determined by size of account, industry vertical, product package purchased, or a combination of these and other factors. Learn More ›
By Jay Nathan
Churn
Loss of champion as a major source of churn
Change of Sponsor/Champion can be a major source of churn. This is when the financial buyer of your service leaves the company or is promoted into another area of the business. Learn More ›
By Jay Nathan
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