After months of nurturing the perfect prospect — and weeks of onboarding them — your customer success team can finally relax … right? You’ve connected with a user who understands…
Don’t tell your sales team this, but getting a new customer is only half the battle. Often much less. If you’re in customer success or on a product team, you…
Customer success is hardly an assembly line. It’s mired in hundreds of to-do’s that can’t be done and a ton of gray area in-between. With many customer success managers (CSMs)…
OK, we all know how important it is to let data guide customer success priorities and decision-making. But how often does that actually happen? With 71% of customer success professionals…
What benchmarks does your customer success team have for 2021? Increased revenue? Reduced churn? An active customer base that’s eager to engage with your brand? Attainable? Yes. Easy? Not exactly….
We may dread receiving negative customer feedback. But at least it’s actionable. When customers go radio silent on you, on the other hand, it’s virtually impossible to get a read…
Customer churn costs businesses billions of dollars in lost revenue each year — and the stakes are arguably even higher for Software-as-a-Service (SaaS) companies that heavily rely on recurring revenue…
Winning a new customer should be a time for celebration, but as any Customer Success team member can tell you, it’s just the beginning of the user journey. You need…
Health scoring programs give you a clear picture of how strong your customer relationships are at any given time —- except when they don’t. Just about every customer success professional…
So, your marketing programs are humming along. You have a strong pool of leads. Your persuasive sales team turns a good chunk of those leads into closed deals. You’re cruising,…
