We all know that preventing a fire is much easier than putting one out; this mentality can easily be applied to how one approaches best-practice business tactics. Take for example a scenario when a company is proactive—as opposed to reactive–in their approach towards ensuring that customer success is put at the very top of a…
[VIDEO] The Most Unexpected Way to Explain Customer Success
Dreams do come true! Gainsight did what many were not expecting. During this year’s Pulse conference, one of the world’s premier customer success conferences, the audience had a huge surprise in store when the first keynote speaker came on stage. To answer some of the toughest questions that CSMs face today – such as…
Customer Success Best of July 2016
This month’s roundup includes several great customer success articles that’ll help you increase your loyal customer base, including one of the best introductions to the world of customer success you’ll ever read, pro tips by one of the world’s leaders on CS, and a list of conferences you simply can’t miss. Understanding Early Warning…
Great Infographic: Give it to me – I’m worth it!
One of the most common mistakes made by SaaS companies, regardless of their size or the years they have been operating, is using the marketing department solely for the purpose of gaining new customers. The reason why is obvious – new customers equals a rise in present and future revenue (more customers, more purchases, isn’t…
Here are June’s Top Customer Success Articles
June’s Customer Success monthly round-up includes top articles from industry experts on a range of interesting topics, including the process of hiring and choosing the right CSM, what it takes to win back a customer that’s left, and examples of companies that invested in customer success and got a huge ROI. 3 Ways to Engage…
The Customer Success Conferences You Can’t Afford to Miss
2016 is halfway over, but there are plenty of customer success conferences throughout the Summer and Fall for those businesses looking to take their Customer and User Experience quality to the next level. Leaders from some of the biggest household names are headlining these events along with many other progressive organizations and start-ups. No matter…
Carpool Karaoke – The Customer Success Edition
James Corden, FYI: This is what Carpool Karaoke should be like. We go for a drive with Gainsight CEO Nick Mehta and Box CEO Aaron Levie through Palo Alto. Between ABBA tracks we listen in on their discussion on Customer Success, startups, and tips for planning an epic tech conference. Time to Reduce Support Requests…
A Video for CSMs: Why the Little Things Matter Most
The foundation for customer success begins with increasing the amount of customers who use and continue using your product. It’s important to focus on each detail of your customer success strategy in order to make sure you have high retention rates among your customers. At times it can be challenging to figure out a strategy…
[WATCH] Customer Success as Your Revenue Growth Engine
Who hasn’t heard of Totango? Chances are that most of you reading this have, and therefore will have heard of Guy Nirpaz, Totango’s founder and CEO. Guy is a leader in Customer Success innovation and through this wonderful Prezi presentation, CSMs gain a great understanding of the true potential of investing in customer success. Before…
5 Signs You Are Excellent at Customer Adoption
Customer adoption equates to higher renewal revenue, which means it’s all about adding more loyal customers in order to ensure your company’s long term success. A loyal customer is an individual who uses a product often enough that they become dependent on it. The usage can be daily, weekly, or monthly, and that usage frequency…