Marketing should own customer marketing, right? “Marketing” is literally in the title, after all. No contest! But wait. What about the “customer” part? Should Customer Success own it? Depending on who…
Passives really are the middle child of the NPS family. Because they’re not as happy as promoters — or as much of a churn risk as detractors — they’re often…
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,…
Since joining UserIQ in 2019 as a Customer Success Manager, Daniel Hao’s focus has been improving the onboarding experience. In addition to that task — and becoming a certified CSM through…
Rachel started her career as a Customer Success Manager bright-eyed and hopeful. Then the accounts kept coming. And the hours got longer. And the “must-do” list outpaced the “nice-to-do” list….
Customer success is the center of your professional world, but do other departments care? We talk a lot about being centered on customer success, but walking the walk is different…
Without data, gauging customer success and account health is difficult. However, if you overcorrect and inundate yourself with information, you’ll likely find yourself frozen as well. Particularly with health scores,…
Gaining a new perspective is a valuable exercise, no matter the industry or situation. We’ve talked to members of the C-Suite about how they view the contribution of customer success…
While your customer success team may have started with a “grow as we go” approach, there comes a time when you need to manage all of the moving parts better….
Software companies are prone to trends just like every other industry, and lately, “product-led growth” has been a buzzword. At first glance, it may seem that customer success would fall…
Every industry and person has had to adapt to the “new normal” amidst the OCVID-19 outbreak, including customer success teams. Customer success always focuses on helping users achieve as much…
During these uncertain times, one thing we’re certain of at UserIQ is our employees. With all of the great, innovative work that’s going on at UserIQ, we wanted to take…
As the demand for customer success continues to rise in the SaaS industry, so does the need for education. With the increase in customer success conferences and tradeshows each year,…
The customer success industry is always evolving, which means it’s more important than ever to continue your professional development and stay educated on emerging trends and best practices. Cue, customer…
Customer success conversations are happening everywhere. From blog posts to speaking sessions at conferences, there are endless opportunities to join the conversation. A recent customer success resource we’re loving are…
Hi there. My name is Mark Tegtmeier and I’m the Lead User Experience (UX) Designer here at UserIQ. We’re shaking things up with this blog post, and I’m taking over…
During its rise to a key department in successful SaaS companies, customer success has typically been a “learn as we go” specialty. This adaptability and willingness to learn and grow…
Leaders in the C-Suite are in a unique position to guide company-wide strategy and priorities. How should team members present the benefits of being centered on customer success, though? In…
Champagne for the Campaign Welcome to 2020, readers! In this edition of the Drinking Our Own Champagne (DOOC) blog, we’ll round out our discussion of how UserIQ leverages our…
I first wrote this article back in September of 2016 after attending a networking dinner with Lincoln Murphy. I had been seated at his table and was able to engage…
