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….
