SaaS companies may have brought customer success (CS) to the fore. Still, enterprises have found a place for this newcomer function in helping customers realize value from products, churn less,...
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This post originally appeared in Customer Experience Magazine. In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model,...
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Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. Expanding the team is not always the right answer to address scale and impact. Often,...
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Are you a Customer Success Manager (CSM), Customer Success Operations (CS Ops) team member, or just someone with a penchant for processes and systems that are just beautifully elegant and...
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An effective Customer Success strategy requires that the entire company is focused on delivering the best customer experience. Gainsight administrators play a crucial role in Customer Success Operations (CS Ops)...
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When thinking about CS Operations, it's best to think first about how the motion of operations works overall in a company. Generally, when you consider operations, you think of the...
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So, you want to be a CS Ops Professional? Well, have you been paying attention to the job market? If so, you may have seen the recent uptick in interest...
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Organizations create Customer Success teams to increase NRR, and we’ve recently published research showing that NRR drives valuation. But then, organizations find that the baseline impact of simply having a...
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With Customer Success now essential for millions of organizations in nearly every industry, the debate has evolved from “if and why” to “how and how quickly” a business can implement...
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Business Operations was one of my favorite courses in business school. I still put on my operations cap when I think about how quickly fast fashion giants such as Inditex...
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