Great article on new customer onboarding communication from the Highrise team which describes techniques they use, such as: Keeping email drip campaign content fresh, relevant and personal every day Creating a system to encourage direct replies to automated emails Using personalization like this: I can't believe this is real. This is the most incredible onboarding I've… Read More Welcoming Customers
So, why not let Customer Success Managers grow by designing the customer experience instead of just executing it? … Read More Why aren’t you letting CSMs design the customer journey?
The Second Sale begins immediately after the first sale is closed, and it’s a continuous flow of small wins.… Read More The Second Sale
…we often lose sight of the fact that we actually need to win over users and on board people successfully… Read More Customers don’t onboard
Customer portfolio segmentation strategy is usually determined by size of account, industry vertical, product package purchased, or a combination of these and other factors. While this defines the company’s customer engagement strategy at a macro-segmentation level, it’s also important for CSMs to think about their own portfolios as a book of business that also needs to be segmented.… Read More Customer Portfolio Segmentation for Customer Success Managers
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. How big this issue will be for your company varies widely by industry norms of leadership retention in the markets you serve. Root cause of churn related… Read More Loss of champion as a churn reason
Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model… When I ran Customer Success at PeopleMatter I interviewed every customer who… Read More Churn Reasons: You’re not digging deep enough
I was chatting with a former colleague this week who is now VP, Sales for a fast-growing tech company in Charleston, SC. He intimated that he has found great success using Outreach.io to automate outbound prospecting for his BDR team. But that’s not where his Outreach.io story began. In his prior company he also used Outreach, but never felt… Read More You’re giving customers tools when they need solutions
“…to be successful over the long term in the world of technology as a service, everyone needs to develop more sophisticated tactics to combat the three killer Cs of cost, churn, and commoditization…” – TSIA, Technology-as-a-Service Playbook We can’t stop at product-market fit if we want to build the value of our SaaS companies. There… Read More Three Killer Cs
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