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
You know that feeling when your entire organization is firing on all cylinders? When customers have seamless experiences from marketing to sales and on to delivery? As those who have experienced that feeling know, this doesn’t happen without hard work, training, and continuous improvement. One powerful way to inspire, inform, and motivate your organization to
Not having a clear feature prioritization process can be maddening. Your team is ready to go, pressure is mounting, but you don’t want to spend energy pushing in the wrong direction. Don’t worry—there’s a secret weapon hiding in your product: data. In a few easy moves, you can use the data you already have to
Product-led growth (PLG) strategies are making waves in the SaaS industry—and that’s good news for SaaS product leaders and managers. By placing your product at the center of your growth strategy, your team can boost customer satisfaction, increase renewals, and lower acquisition costs. Sound like a lot of work? It doesn’t have to be. We’ve
Originally published on inSided.com on August 20, 2021. New week, new knowledge! It’s time for another post in our series, This is Digital Customer Success, where we set out to get clarity on all things Digital CS. In our last post, we talked about creating a “one-step journey.” This week, it’s time to talk more
With Customer Success now essential for millions of organizations in nearly every industry, the debate has evolved from “if and why” to “how and how quickly” a business can implement a scalable and effective Customer Success practice. As a result, many CS leaders have felt pressured into a choice between power and sophistication vs. simplicity
When it comes time to execute your product engagement strategy, you may feel like you’re caught under a pile of responsibilities. Enter the hero: your in-product tool. Your in-product tool can lift work off of you and your team, freeing you up to drive stellar in-app engagements. In this final part of a three-part series