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Category: Customer Success

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 ›
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 ›
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 ›
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 ›
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 ›
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 ›
Don't change. Transform.
SaaS and other services monetized via subscriptions and transactional models need transformation to survive. Learn More ›
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 ›
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 ›
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 ›
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 ›
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 ›

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