Organizations create Customer Success teams to increase NRR, and we’ve recently published research showing that NRR drives valuation. But then, organizations find that the baseline impact of simply having a CS team will plateau — your NRR stagnates. So, to improve NRR or to reduce costs by scaling up your customer base with the same

When it comes to ensuring that your customers are having the best possible experience, you can’t rely on a gut feeling or just the feedback of those that happen to be a bit more vocal with their opinions—especially in a competitive market environment. Unfortunately, this already difficult customer feedback loop can be made even more

Customer Success account segmentation is one of the fundamental discussions which occurs at the beginning of any customer journey discussion. How will you treat this Customer A vs. Customer B? Customer C is unique and requires something special. However, the #1 question I still get to this day from fellow Customer Success leaders is “How

If you’re anything like me, you’ve taken on a number of new projects or started new hobbies as we’ve adjusted to a different way of life during the lockdown. For some people, this meant learning to perfect a homemade loaf of bread, taking online classes to learn a new skill, or (let’s be real) binging

The product growth wave is swelling, and it’s poised to slam into SaaS companies of all types. This product-focused approach isn’t just changing how SaaS businesses sell; it’s redefining the way the whole company operates. For product leaders and managers, now’s the perfect chance to embrace product growth, and tap into its benefits, as the

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset. In fact, by making customer success an enterprise-wide priority, the

Today’s leading organizations are increasingly seeing the wide impact that effective customer success has on their entire business. Not only does strong customer success help companies retain customers and keep them engaged, but it can also serve as a major engine for growth. According to a recent report from Edison Partners, one of the key

Originally published on inSided.com on August 26, 2021. Back when Customer Success was new (okay, I know, that feels like it was just yesterday), CS leaders deployed CSMs to provide a white glove high-touch experience, to what was mostly their enterprise or VIP  accounts. CS was an emerging philosophy that SaaS companies were just starting to

You don’t usually hear feedback about how your customer-facing teams are doing unless things are either going really well or, unfortunately, really bad. But what about all of the other interactions that your teams are having with potential or existing customers; is there more that they could be doing to deliver the level of service

Your product onboarding process is the initial spark that increases engagement and fuels product growth. Unfortunately, as your product and company grow, it’s easy to lose touch with users, and losing touch can quickly snuff out product growth. That’s why it’s critical to craft an onboarding program that scales and maintains forward momentum, even as