Operations - Customer Imperative

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Category: Operations

Customer Experience

Scaling customer success: how a RACI matrix can take you from chaos to seamless coordination

There’s an old saying that “a camel is a horse made by a committee,” suggesting that teams make a mess of things that individuals could handle just fine. Learn More ›

By Jeff Breunsbach

5 Customer-centric Processes to Begin Immediately

Through our work with dozens of growth-stage, B2B SaaS companies and conversations with hundreds of execs and CS leaders we've identified a handful of processes that can move the needle quickly. Learn More ›

By Jay Nathan

Customer Success

Are your CS efforts trending alongside your growth?

“If you don’t know where you’re going, you might wind up someplace else.” —Yogi Berra Learn More ›

By Willow Moellering

3 Reasons to Invest in Customer Success Operations

Customer Success Operations (CSO) is a much newer invention, and it plays a vital role in ensuring that Customer Success (CS) is doing the right things and headed in the right direction. In short, CSO teams are responsible for building and executing those data-driven processes that keep customers coming back and turn them into promoters. Learn More ›

By Jason Conrad

Why Its Time to Build a CS Ops Role - Q&A Part 2

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”. Learn More ›

By Jason Conrad

40 SaaS Companies, 80 Customer Success pros, one room; What I learned

...the discourse has shifted toward execution and operations: building process and transforming organizations to capitalize on customer-centric growth opportunities. Learn More ›

By Jay Nathan

Always Bring Value

Our guest author, Damien Howley, (VP, Customer Success for Passport) shares with us the value-relationship matrix that he brings to his customer success teams. This concept has led to rapid net retention growth and keeps his team focused on "Always Bringing Value" to the customer. Learn More ›

By Jay Nathan

Are You Practicing Your Company’s Core Values?

Ben Bunting, Manager of ConnectWise Control Sales, talks about three ways organizations can ensure their core values are active within their company culture. Learn More ›

By Jeff Breunsbach

The Groove of Revenue Health Forecasting

Creating the ability to consistently deliver revenue health will improve the predictability and cross-functional strategy of your business. The challenge is setting aside the time to do so. Learn More ›

By Jason Conrad

Customer Imperative adds Sheryl Hawk, VP of Customer Success at Agari, to Board of Advisors

Sheryl will provide her expertise as Customer Imperative scales the organization. Learn More ›

By Jeff Breunsbach

Growing and Scaling Customer Success

Designing and implementing customer success for B2B SaaS. Learn More ›

By Jay Nathan

Enhance Your Customer Relationships

SaaS offerings might be live in the cloud, but your relationships with customers don’t. Learn More ›

By Jeff Breunsbach

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