In my experience, one of the largest gaps between opportunity and reality in business today – especially from a Customer Success standpoint – is in the area of what and how to measure. In SaaS, where measurable data represents an embarrassment of riches, the gap can be even more significant. The ability to track and
There’s an awful lot of talk these days in the Customer Success community about tracking. Tracking activities. Tracking product usage. Tracking customer engagement. Tracking survey scores. Tracking, tracking, tracking. Not that there’s anything wrong with that. Customer Success is dependent on data, which obviously needs to be tracked, gathered, and turned into information. I don’t
The Big Data proliferation today offers companies a great opportunity, but without the right lenses in place, more data just creates more problems. How can companies navigate prospect and customer data to find and keep their best customers? Gainsight joins forces with Radius in a not-to-miss webinar to answer this question. Find Your Best Customers Radius’s marketing
If you’re in Customer Success, I know you do it every week. I’ve been watching and I know you do. I also know that you dread it. I know because everyone dreads it. You can’t possibly have all the answers and the ones you do have may very well not satisfy your boss/CEO. It’s no
Is it really possible to have a fulfilling, long-term relationship with a software vendor? I’m here to claim that the answer is “yes”. You may think I’m biased because I work for a software vendor but I’ve also been on the purchasing side often enough to speak confidently from that perspective, too. I’m here to
In many ways, the relationship you have with an at-risk customer follows the same trajectory as dating. In the traditional sense of the word (read: not Tinder). Customer Success managers identify which customers need a little TLC and embark on recovering the relationship. The first place to look for problems is the onboarding phase. While
Recently Dan Steinman (CMO at Gainsight) wrote about the 3 myths about the indicators of churn when it comes to Customer Success. Dan discussed the myths of predicting churn- Myth #1: product usage, Myth #2: the need for finding leading indicators and Myth #3: if you have enough data/analytics, you’ll figure it out. My opinion
Customer Success Management solutions are all the rage these days, and so are myths about churn. The Venture Capital community loves them, all the experts are saying you need one if you run a recurring revenue business, and each vendor stands at the ready to explain why their solution is the best one. The one
We are in the SaaS business, so by definition “software-as-a-service” should imply the actual software is the only thing that matters when it comes to retention and driving customer lifetime value. Not exactly. Agreeing with Dan Steinman’s post, product adoption does not paint the complete picture of a customer’s health. There are a number of
Although I don’t believe that product adoption is the complete story of customer health, there’s no denying that it is a critical aspect. It is the primary factor in the success of your customers and the key driver of most Customer Success activities. It certainly deserves lots of attention and an intelligent discussion of what