Aug
04
Customer Success is NOT about creating Happy Customers. While I agree generally with the thesis of this Harvard Business Review article correlating customer satisfaction with long-term customer loyalty, I have to take issue with - if not their findings - the delivery of those findings that could cause confusion. Particularly, I...
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Aug
01
Just like any job, it's important to quickly and efficiently get Customer Success Managers (CSM) up and running. Subscription Economy companies like yours spend a lot of money to acquire customers, so keeping them delighted, renewing, and wanting to buy more is absolutely critical to long-term success, which is where...
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Jul
30
At Gainsight we help Enterprise SaaS, Ad Tech, and other subscription businesses implement Customer Success strategies through our articles, presentations, and of course our Customer Success Management technology. ...and somewhere along the way, I inadvertently became the Neil Clark Warren of Customer Success (founder of eHarmony for those tracking) matching...
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Jul
22
Every job and market has their own language and Customer Success is no different. You'll pick up much of this very quickly but here's a little primer on some of the most commonly used terms and their definitions. One caveat - there are no hard and fast rules for many...
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Jul
17
Calculating customer health – to show both customer satisfaction and loyalty – is a primary focus for Customer Success managers. A successful customer base is what keeps a subscription business like enterprise Software-as-a-Service and Ad Tech alive and thriving. Which is why I'm excited to share with you the third research paper...
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Jul
16
At PubMatic, our mission is to enable publishers to realize the full potential of their digital assets. Today, we are accomplishing this by providing a cloud-based software platform designed to allow publishers to manage and drive their advertising business in real-time. Because we deliver our platform as a service, we...
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Jul
15
If you are young and just starting out in business, or just restarting your career in Customer Success, it's a perfectly legitimate question to ask not just "Why Customer Success as a career?", but also where it might lead. The good news is that the skills required, and that you...
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Jul
09
Why would you choose Customer Success as a career? Or even as a stopover in your career? Interesting question and one worth exploring. So, let's explore. Let's start by talking about what skills are required to adequately perform this role. After all, no one wants to go in to a...
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Jul
03
It’s been a little over a month since 900+ leaders in Customer Success gathered in San Francisco for Pulse 2014. We’ve shared some of the initial numbers and content from the historic event, however, we wouldn’t be much of a Customer Success company if we didn’t survey the attendees and...
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Jun
26
Enterprise technology has historically been built to serve an IT buyer. If you’ve ever filled out an RFP, you would almost certainly have seen a laundry list of requirements using words like controls, administration and compliance. Often missing from that list (or de-prioritized at least) was a focus on user...
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