Asking the question “what should I look for in a CSM?” is like asking “what kind of person do I need to fill my Sales role?” Any answer other than “it depends” is either naïve or based on a set of assumptions. So, let’s start by talking about the different ways a Customer Success organization
Customer Success is More Than a Team of People: When looking at an investment in Customer Success, it’s first worth clarifying what that investment really entails. It’s much more than getting budget dollars for additional headcount. Customer Success Management isn’t just a person (or group of people), it’s a function consisting of people, process, and
Customer Success is not an option in a recurring revenue business. It is not a nice-to-have. And it’s not something you do because you want your customers to like you. It’s something you do because it generates growth. That’s right, growth. In the recurring revenue world, growth comes from three sources: 1. Increasing new business bookings
https://vimeo.com/68816774 The recent Pulse conference, which took place on May 30, 2013, was designed to provide multiple lenses into the world of Customer Success. This included a panel of CEOs offering their insights, along with a view from the CIO and also one from the CFO. But one of the most interesting, and anticipated, sessions was
By implementing the following suggestions, you should be able to create a vibrant community that keeps the customers happy, provides a superior support system to the customers and builds trust between the customers and the vendor. As a result of having a vibrant community, you will be able to understand more about your customers: who is happy;
Some are born great Some achieve greatness And some have greatness thrust upon ’em – Wm. Shakespeare, Twelfth Night I’ve been preaching now for at least a couple of years that Customer Success is only in its infancy and, as an expertise, the explosion and proliferation of roles in this area will happen over the next five years
SaaS success requires acquiring new customers, growing their account revenue, and retaining these customers – nailing these three areas leads to strong growth in a SaaS company’s reoccurring revenue. SaaS companies must drive both the number of customers and their Customer Lifetime Value (CLV) Maximizing Revenue for SaaS Companies is more than Customer Acquisition. Marketing
The Customer Success movement was officially launched last Thursday as we welcomed nearly 300 CSM executives to San Francisco for the inaugural Pulse 2013 conference. You could feel the energy in the room throughout the day, as speakers from over 30 leading technology companies shared their perspectives on how a fundamental shift is occurring in the
If you’re at all connected with pop culture, or are on some sort of social network, you’ve probably seen the recent meltdown by the owners of Amy’s Baking Company on the nationally broadcast reality show, Kitchen Nightmares. For those of you that haven’t, check it out here. If you don’t have time to watch the entire video,
At forward-thinking companies, Customer Success is no longer just an organization, it’s an attitude. Building a customer-driven enterprise requires a collaborative effort and shared vision across the entire company. Today, we’re proud to announce a new module built specifically for Sales that streamlines the renewal process and improves the renewal forecast, proactively identifies up-sell opportunities,