According to Bill Thrash, SVP of Customer Success at Critical Start, customer success has grown from a niche practice to a culture driver in organizations. Critical to that culture, and the effectiveness of customer success, is the CS team’s relationship with sales. For SaaS-modeled businesses, sales and customer success have become two things organizations can’t
Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I don’t care, you choose,” you know that every decision that gets made is a tiny miracle. Inevitably, decisions create
Here’s a harsh reality: To grow your product, your team has to be laser-focused on the customer’s experience. In the modern SaaS world, disappointed users will flee to the competition the moment they start feeling neglected. Unfortunately, as a product leader or manager, you probably feel like all of the extra feedback you’re receiving from
This post originally appeared in Customer Experience Magazine. In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Usually, that means establishing a CS team that can take
We’ve all been there. You think everything is going great, the customer is always so kind and enthusiastic on the phone. But when it comes time to renew, they churn. It’s painful and a bit confusing. But it happens all the time. Customers can’t offer their honest feedback in the moment, often because they don’t
Co-Authored by Ophir Sweiry and Chris Jalisi The need to bridge the gap between Customer Success and Product to drive positive customer outcomes is well-known. Oftentimes, we look to address that need by including collaboration as part of each role’s responsibilities, allowing for Customer Success to communicate feedback to Product via a seamless pathway, and,
Let’s face it: The modern world doesn’t operate the way it used to. Snagging one-time customers and walking away won’t cut it if you want your Product team to grow. To thrive, you need to generate expansion revenue and keep that income pouring in. Fortunately, product-led growth is designed to carve out and deepen your
By Sabina Pons, Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist. Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? The company will provide onboarding sessions to teach about the team operations, and how to perform your duties, but
An athlete’s path to success is as unique as the person. Similarly, a company’s path to leveling up doesn’t always come with a predictable model, either. But often, the best success stories start with a vision, the best data, and the openness to whatever the next step brings. Recently, we talked to two leaders from
Let me start with a statement that might seem far-fetched: enterprise customer success organizations looking to optimize and scale as they mature can learn a lot from the best practices of Grammy-award winning R&B supergroup Silk Sonic. Before you laugh me out of the room, “leave the door open” for the possibility that there might