Jul
05
So you’ve been wanting to get serious about managing your customers and using data to drive insights and actions. But your data is a mess, right? Is that the end of the story? It better not be. Let’s get a couple of things out in the open: Everyone’s data is...
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Jul
02
"If you need more revenue, invest in Sales." Why is that the default—some might say "kneejerk"—response to the basic question of how to make more money? One of the reasons Sales is such an obvious economic driver for companies is because its core Key Performance Indicator (KPI) is meaningful and...
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Jun
20
Just because summer break is a thing of the past doesn't mean summer reading has to be! Summer is upon us in the States and this Customer Success Summer Reading List will keep you occupied whether you’re staying in, traveling to far off places, or lounging by the ocean. Read...
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Jun
14
You’ve probably heard this one before: A Customer Success Manager, an Internet of Things Engineer, and a Management Consultant walk into a bar… Okay, maybe not! But that triumvirate seems to be showing up frequently in historically non-digital businesses as the trend of “Software Eating the World” advances unabatedly. Who...
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Jun
13
Cost of Retention vs. Customer Acquisition Cost. It’s a classic match-up. They’re both essential players, but when it comes to healthy growth, which one of these best practices should you be betting on? In the early days of SaaS, growing fast was everything. Money was poured into customer acquisition and...
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Jun
13
We’ve done the Chief Customer Officer Summit, which we affectionately refer to as “CCO” four times in the US. It has been phenomenally successful, with our NPS ranging from 85 to 94 for those four events. So we decided to bring it to Europe last week and the results were...
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Jun
12
In case you haven't seen it, we built a pretty cool website that can automatically calculate some of the most common metrics you'll need to benchmark in the course of your day-to-day job in Customer Success. I'm sure a lot of you reading this are pretty familiar with all six of...
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Jun
07
The NPS or Net Promoter Score survey is a method of measuring your customers’ overall satisfaction with your company’s product or service and a proxy for brand loyalty. The survey itself is simple. Customers are asked one single question, “On a scale of 0–10, how likely are you to recommend...
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Jun
04
I am fortunate to have known Tien Tzuo, CEO of Zuora, for more than ten years. We first met when we were both members of a "breakfast club" of SaaS startup CEOs.We spent mornings once a month meeting over Specialty’s pastries and coffee (or McDonald’s the day I was supposed...
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May
30
Customer retention describes the actions and strategies used to prevent customers from taking their money elsewhere. When a customer defects, it’s known as churn. Customer retention efforts, when done successfully, will prevent churn and encourage repeat customers. Keeping customers happy is nothing new, but it’s taken on greater importance ever since...
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