When you create your customer journey map, outline the process your customers take to that first “Wow!” moment and eventually onto realizing value and achieving success, you must do so with them in mind. Obviously. But how do you overlay what happens on your side to ensure that success map is followed; that your customers

Earlier this week, Lincoln wrote a fantastic article that outlined the three most common methods for measuring CSM performance. If you adopt any of the three methods outlined, you will be well on your way to increased retention and upsells. I’d like to add to that list with one more measurement that, unfortunately, not enough companies are using

As with most jobs, there may be many different ways to measure the performance of a Customer Success Manager (CSM) It’s a complex job encompassing many different activities and working with many different kinds of customers. The biggest variable is probably the maturity of your company, which will dictate the specific role you’ll be playing.

Customer Success is NOT about creating Happy Customers. While I agree generally with the thesis of this Harvard Business Review article correlating customer satisfaction with long-term customer loyalty, I have to take issue with – if not their findings – the delivery of those findings that could cause confusion. Particularly, I take issue with this quote:

Just like any job, it’s important to quickly and efficiently get Customer Success Managers (CSM) up and running. Subscription Economy companies like yours spend a lot of money to acquire customers, so keeping them delighted, renewing, and wanting to buy more is absolutely critical to long-term success, which is where the CSMs come into play.

At Gainsight we help Enterprise SaaS, Ad Tech, and other subscription businesses implement Customer Success strategies through our articles, presentations, and of course our Customer Success Management technology. …and somewhere along the way, I inadvertently became the Neil Clark Warren of Customer Success (founder of eHarmony for those tracking) matching Customer Success executives with job

Calculating customer health – to show both customer satisfaction and loyalty – is a primary focus for Customer Success managers. A successful customer base is what keeps a subscription business like enterprise Software-as-a-Service and Ad Tech alive and thriving. Which is why I’m excited to share with you the third research paper from Forrester Research, which continues

At PubMatic, our mission is to enable publishers to realize the full potential of their digital assets. Today, we are accomplishing this by providing a cloud-based software platform designed to allow publishers to manage and drive their advertising business in real-time. Because we deliver our platform as a service, we have many of the same

If you are young and just starting out in business, or just restarting your career in Customer Success, it’s a perfectly legitimate question to ask not just “Why Customer Success as a career?”, but also where it might lead. The good news is that the skills required, and that you will develop, to be a

Why would you choose Customer Success as a career? Or even as a stopover in your career? Interesting question and one worth exploring. So, let’s explore. Let’s start by talking about what skills are required to adequately perform this role. After all, no one wants to go in to a job or career that they’re