5 Ways to Leverage the New Business Approach to Customer Success

“In a subscription economy, the barriers to churn are low. It becomes much more important to manage customer relationships to ensure that customers are realizing the economic value of their investments.” – Kate Leggett’s Blog on Forrester.   What do all the hyper-growth SaaS startups have in common? They each have begun focusing on a

How Strong Customer Advocacy Can Turn Your Customer Success from Zero to Hero

Customer advocacy is one of the most important components in the world of marketing, and this is not an exaggeration. Here is an example of an exaggeration. Nickelback is the most important band in the history of Western Music. Just writing that made me shudder. Customer advocates are in charge of understanding their company’s customers.

19 Most Interesting Articles and Interviews of 2015

2015 was a hectic year. The customer success profession has come into its rightful place at the top of the SAAS business world with hard work, high revenue and countless summits, conferences and non-stop social networking. It’s never easy to convince a marketing shark of the importance of personalized content, or to explain to your

Why Your Customer Success Team is your Bottom Line’s Unsung Hero

Your Customer Success team is one of the unsung heros that contributes a ton to your bottom line, or at least should. To cultivate strong relationships with your customers, you have only one option; form a better, faster and stronger Customer Success team. A good Customer Success team increases adoption rates, lowers Customer Service costs,

What’s the Story? Customer Glory – This Week’s Top 5

The real problem many SAAS businesses encounter, when trying to implement and assimilate, is the “first step” problem. “Where do I start?” or “How to begin” are two of the most FAQ in the customer success profession. The real issue here is that customer success is a vast and fast-growing field, and many CEOs find

Still Product Centric? The Importance Becoming Customer-Centric to Your Company Mentality

Why Customer Success? Because doing the same thing and expect different results, in the words of Albert Einstein, is insanity. The market is changing fast and now, more than ever, SaaS businesses are transforming their whole way of thinking. Nowadays, the customer is taking center stage, and the product is in orbit. Just like the

Great Slideshare Presentation: If You Can’t Say It – Quote It!

One of the most powerful tools used in discussions and conversations is quotes. They help you prove and emphasize your points, while using the words of smarter, or “better known for their wisdom” people. Basically, quotes say better what you want to say (did someone say #customeradvocation?) Quotes can also be a great motivational factor,

Customer success 101: 13 Tips for Upsells with Customer Success

Your incomes are roughly divided to 2 categories – new customers and existing customers. You might be surprised to know that trying to sell to new customers is much easier than your existing customers, who are much more vulnerable to churn. This infographic by Lincoln Murphy presents useful advices and tips on how to increase