Last week my team and I had the opportunity to spend a full day with Customer Success leaders representing over 40 growth-stage B2B SaaS companies at the JMI Equity Customer Success Round Table.… Read More What we learned from 40 B2B SaaS executives
We’re often asked what metrics to look at to measure customer success. The answers vary widely from company to company depending on your customer success model, structure and responsibilities that have been assigned to the team. That said, there are some metrics we believe every SaaS company should be looking at. Ideally all customer success… Read More Customer Success Alignment to SaaS Metrics
Customer insights… what a beautiful vision. This image paints a beautiful image of what’s possible – and no doubt, achievable – however, the devil is in the details. Do you know someone in #CustomerSuccess who wants to use #data? They might like @Lookerdata's Customer Health Module https://t.co/cbnreEL4Kq pic.twitter.com/PdzMb8HlH3 — Brie (@brie_bernstein) May 22, 2017 The… Read More Customer Insights: The devil’s in the details
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
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