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,…
