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…
For new UserIQ CSM Rachel Parks, her “meta” role as a CSM helping other CSMs with CSM software makes things easier. And harder. “They know my pain points,” Parks says….
Did you know that “customer success specialist” is the sixth fastest-growing job title in the United States? According to LinkedIn’s 2020 Emerging Jobs Report, customer success roles — like a…
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…
