Customer Success: Who Owns Upsell and Renewal? When it comes to Customer Success Management, the question of “Who owns Upsell and Renewal?” comes up quite frequently. That question is generally followed closely by “how do you structure CSM compensation if they handle upsells and renewals?” Well, the short answer is it depends. The longer answer
The Secret of Low-Touch Customer Success One of the things that the SaaS model almost always leads to is a long tail of low-revenue, generally self-service customers. You often see the term low-value used, only to indicate the relative financial value of those customers, but words are important, and how would your customers feel if
How to Optimize your Board, Staff, and Customer Success Meetings If you’re a VP in charge of retention or renewals/upsell, there are several meetings on your monthly calendar that I know you’d LOVE to make more productive. What if I told you that I have a few tricks that can make every single one of
On behalf of the entire cloud team at Bessemer Venture Partners, we are thrilled to be joining the team at Gainsight as investors! Since the very first publication of Bessemer’s 10 Laws of Cloud Computing, one thing has been very clear and we say it repeatedly: “the single biggest driver of long term profitability for
Customer Success Priorities: Customers, Experience, Product We covered the 7 Laws of Customer Success, but to give a little bit of context to those laws, here are the three key priorities for Customer Success Management (CSM) organizations. This list is to help you understand the higher order issues at play and the highest and best
The laws of physics are presumed to be immutable; bodies at rest tend to stay at rest and all that. Well, the laws of Customer Success may not rise to the level of immutability, but if you take them for what they are – directionally accurate and, in many cases, irrefutable – these laws will
Customer Health Scoring: Misunderstandings, Myths, & Truths Customer health scoring is such a hot topic (one we’ve covered several times before), and fundamental to success in our recurring revenue and subscription world, that I thought I’d try to shine some light into the dark corners of confusion I’ve been seeing and hearing on this subject
UPDATE: What your client’s executive team thinks of your product or service carries a lot of weight, and QBRs are the perfect time to show exactly how big of an impact you’ve had on their business. Learn how to get your client’s executive team at your next QBR in this blog post, 5 Ways to
When we first planned the Pulse Conference back in 2013, nothing could have prepared us for the response from the community. You see, other departments within a business have their own traditions. Sales has Dreamforce or the annual President’s Club trip for high-achieving reps. Marketing has the Marketo Summit, countless meet-ups, and even national organizations
As you grow your Customer Success Management operation, you’ll find yourself seeing very distinct patterns in what – at first glance – appears to be an endless variety of situations with your customers. When you and your Customer Success Managers (CSMs) are feeling that sense of déjà vu and you hear yourself saying “I’ve been