By Evan Williams, Customer Success Advisor, Growth Molecules Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. They’re the new hot couple! Successful CS organizations should be well aligned with the PM organization. This crucial cross-functional partnership allows companies to truly deliver more than
Pressure is pushing down on product leaders and managers to deliver an unbeatable user experience—and for good reason. Mastering the user experience can drive up everything from revenue and engagement to product growth. What you may not realize is that user analytics can lift that weight off of your shoulders and make it easy for
I’ve been in the SaaS customer success space for more than a decade now and have seen it transition from reactive procedures to a proactive approach encompassing sales, product analytics, and advanced retention strategies. One question I get often is how CSMs can take their performance to the next level to become a CS Rockstar.
Customer health scores are one of the most important tools for driving retention, reducing churn, and growing your customer base. When built thoughtfully, they give you early insight into customer satisfaction, product adoption, and renewal risk, so you can act before issues escalate. In this guide, we’ll walk through how to create a reliable, data-driven
For product managers and leaders, the right KPIs can burst open the floodgates to product growth. Product management KPIs inform decisions, help prove how well your efforts are paying off, and secure buy-in from across all parts of the business. They also reveal how to divvy out resources across departments and show you which teams
In today’s data-driven age, businesses can’t afford to make decisions based on gut instinct. For this reason, the best organizations measure a number of metrics—including Net Promoter Score (NPS), churn rates, and customer acquisition costs—to determine how healthy their businesses are. If you’re looking to build a stronger, more resilient business, one such metric you
When you’re on the hunt for the perfect position, job descriptions often seem too good to be true: Unlimited PTO! Game nights with the C-suite! Family-friendly schedules! And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid
In the 2021 season of The Game Changer Podcasts, Gainsight’s Adam Joseph, Regional Vice President-EMEA, pulled out all the stops for his listeners. The season’s guests were a global group with a passion for all things CS. Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS
The Customer Success space is relatively new to the business world and has been evolving fast over the last decade. Following the Customer-Centric revolution, there is no doubt that the customer unit is getting much more attention than it used to before, and therefore CS is blooming. Let’s take a closer look into what happened
User onboarding is piling extra pressure on product leaders’ and managers’ shoulders. And it’s a massive responsibility. According to thinkJar research, nearly 70% of customer churn could be stopped if issues were resolved during the initial engagement. But there are onboarding traps that ambush product leaders as they work to perfect this critical stage of