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…
From overly complex health score criteria to a lack of subjective CSM sentiment, customer health score programs are often rife with issues. Want to predict customer churn more efficiently? Improve…
Like an underachieving student, sometimes your customer health score program doesn’t live up to its potential. It’s no secret most customer success professionals don’t trust their health score accuracy. The reasons…
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)…
Is your health score program a source of truth? Or is it more like a prognostication from a certain groundhog in Pennsylvania? Despite a SaaS account’s good health score, according to…
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…
It appeared everything was fantastic with Ingrid’s customer success team. Net retention, up. Complaints, down. THEN, her biggest account churned. The account had no open tickets. And NPS scores were…
The feature you dropped last week was stunning. It solved a market problem you wanted to solve a year ago. And that user interface? Intuitive … modern … so much…
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….
Having a customer advocacy program is like having your own sales team on tap … one that actually pays you. But for most companies, you have to put in the…
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…
Whether you’re managing one account — or 100 — we’re guessing you wouldn’t mind simplifying your to-do’s. With UserIQ Tasks, that’s now possible. Available in the new UserIQ Lab, customer…
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…
2021 is here and the customer success industry is wondering what’s in store as we exit one of the most tumultuous years in modern memory. How will COVID-19 affect CS…
How healthy are your customer relationships? Any number of factors can impact how customers feel about your brand, for better or worse. Even seemingly trivial or innocent missteps can create…
How familiar do these customer success scenarios sound? Your quarterly renewal forecasts have been more art than science — you simply need more accuracy. Or, you want to understand why…
Among the “certain” things in life: Death. Taxes. Churn. The latter of this group costs U.S. businesses an estimated $136 billion a year. But what if, as customer success professionals, we…
