Congratulations! Customer Success positions can be some of the most rewarding and challenging positions at any company. After companies spend all that money to acquire customers, keeping them delighted, renewing and wanting to buy more is absolutely critical to long-term success. So how can you hit the ground running in your new CSM position? Well
Solution Reviews and Business Reviews? They are not the same thing? Nope. Conducting a quarterly or annual review is critical to the ongoing development of a partnership, but the content must be relevant and important to the audience. Over the past couple of years, I have seen many templates floating around and admittedly, looked for that perfect
This is a topic that always gets a lot of attention when I talk about it. Invariably, when I mention the phrase “Quarterly Business Review (QBR)”, I’ll get requests for a QBR template or get asked a number of questions. It’s a classic case of something that sounds really good and often gets mandated by management,
I have been in Customer Success for many years. During that time I have seen many changes and my role has morphed in many directions. One thing is common with all the variations of the Customer Success position: the slow approach of your CEO with his/her eyes focused on yours. This walk is usually followed
As companies mature, organizations that were at one time encompassed in one person, become separate and distinct. Early on at many software companies, one person might be responsible for training, implementation, Customer Support, Professional Services, and Customer Success and perhaps even renewals and upsell. Over time, each of those will likely become a separate organization.
It is useful to think about Customer Success providing a roadmap and motivation to do more and Professional Services as the arm to help customers execute on that roadmap. If you are doing both, your customers are demonstrating commitment to your product and continuing to build on the value that your product provides. So how
We may never have met formally, but I think we know each other quite well. My name is Sally McField. My family knows me as Sally or Mom, and my business card reads Customer Success Manager. However, I have a secret life that I keep hidden when I go to work everyday – I transform
I was sitting in a board meeting for one of my portfolio companies last month and two interesting things happened. First, the company reported it had zero customer churn (or 100% retention) in the quarter for the first time in its history. Next, the company’s CEO shared a story about a panel at a conference
Although full bellies, football games and a giant Snoopy floating above the streets of NYC, often distract us, Thanksgiving is a time for family, friends and reflecting on what we are blessed with. We feel especially fortunate at Gainsight, having just gone through a second round of funding, a great experience at Dreamforce and the addition of several
Well in case you missed it last week, a small company called Salesforce.com hosted their annual Dreamforce conference in San Francisco. The destination event managed to drive over 100,000 people to the city by the bay, resulting in a whole lot of traffic, but even more excitement over the future of the enterprise cloud computing