Aug
20
I get asked a lot of questions every day about Customer Success, most of which don’t have a really definitive answer, simply different choices with different pros and cons. But to this particular question, I have a strong opinion, and it’s “NO.” Let’s define Customer Success before we go any...
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Aug
15
You’ve decided to fund a Customer Success Team for your company, and have determined what the model should look like. Now what? Aside from developing a strawman for the organizational structure of your customer success team, one of the most important things you can do is to develop a candidate profile. ...
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Aug
13
Asking the question “what should I look for in a CSM?” is like asking “what kind of person do I need to fill my Sales role?” Any answer other than “it depends” is either naïve or based on a set of assumptions. So, let’s start by talking about the different...
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Aug
08
Customer Success is More Than a Team of People: When looking at an investment in Customer Success, it's first worth clarifying what that investment really entails. It's much more than getting budget dollars for additional headcount. Customer Success Management isn't just a person (or group of people), it's a function...
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Aug
06
Customer Success is not an option in a recurring revenue business. It is not a nice-to-have. And it’s not something you do because you want your customers to like you. It’s something you do because it generates growth. That’s right, growth. In the recurring revenue world, growth comes from three sources:...
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Jul
09
http://vimeo.com/68816774 The recent Pulse conference, which took place on May 30, 2013, was designed to provide multiple lenses into the world of Customer Success. This included a panel of CEOs offering their insights, along with a view from the CIO and also one from the CFO. But one of the most...
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Jul
03
By implementing the following suggestions, you should be able to create a vibrant community that keeps the customers happy, provides a superior support system to the customers and builds trust between the customers and the vendor. As a result of having a vibrant community, you will be able to understand more about...
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Jul
02
Some are born great Some achieve greatness And some have greatness thrust upon 'em - Wm. Shakespeare, Twelfth Night I’ve been preaching now for at least a couple of years that Customer Success is only in its infancy and, as an expertise, the explosion and proliferation of roles in this area will happen...
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Jun
19
SaaS success requires acquiring new customers, growing their account revenue, and retaining these customers – nailing these three areas leads to strong growth in a SaaS company’s reoccurring revenue. SaaS companies must drive both the number of customers and their Customer Lifetime Value (CLV) Maximizing Revenue for SaaS Companies is...
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Jun
03
The Customer Success movement was officially launched last Thursday as we welcomed nearly 300 CSM executives to San Francisco for the inaugural Pulse 2013 conference. You could feel the energy in the room throughout the day, as speakers from over 30 leading technology companies shared their perspectives on how a fundamental...
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