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Journal

Tag: Customer Success

Customer Experience
Can an NPS overhaul get higher response rates?
Do you ever open a survey, only to find a huge set of questions and immediately close it? You’re not alone. 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 Growth
Customer Success is the New Growth Plan
Even if there’s headroom in your market for new logo bookings, there’s value in upsell and renewal execution. Learn More ›
By Jay Nathan
B2B SaaS
Customer Success Alignment to SaaS Metrics
We're firm believers that Customer Success teams should play a role in driving these metrics. Learn More ›
By Jay Nathan
Churn
Customer Insights: The devil is in the details
The journey to combine, correlate, clean, analyze and act upon customer data is never-ending. 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
B2B SaaS
Why aren't you letting CSMs design the customer journey?
One challenge that we have in Customer Success organizations is retaining and growing our best individual contributors. 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
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