Whenever someone was asking me: “Mark, what do you mean when you say you measure your customer’s success as your own?, I wasn’t really sure how I can provide a clear answer that will also drive people to act the same way. Simple answer like “customer satisfaction leads to greater customer loyalty” or “customer efficiency…

Many times I face the question “what makes Customer Success different from the other SaaS company departments”. The way I see it, is that unlike other professions, that are already well-defined and outlined, customer success cannot be chained to one specific field. And if you are customer-centric, it will always find a way to “invade”…

Is your company still product-centric (P.C)? That’s not good at all. When you are P.C, you are actually money-centric. This means that your top priority is earning more money, usually on the expense of your customers. You charge more for your product and spend less on customer services, tech support and other facilities, thinking that…

In the life of every Customer Success Manager (CSM), no matter how great, you’ll find at least one major “breakup”. And when it happens, it’s almost as if you can hear him or her singing the tear-jerking hit “If You Leave Me Now” by “Chicago” in the office corridor. And rightly so. Churn is like…

Getting to know your customers. This is, in my opinion, one of the most essential principles of customer success. You must learn to ask the right questions, so you can provide them exactly the product they want, the product they need. Researches have shown that by communicating with their clients, companies have been able to…

* This article is part of a White Paper called “How to Tackle the Top 5 Pain Points of Customer Success Managers.” Customer churn in the SaaS space is defined as the act of not renewing the subscription (and thus the association) with a particular application platform. In short a high churn rate indicates potential…

What happens when an unstoppable force comes in contact with an immobile object? Think about it for a second. As the customer success field gets bigger and more significant, more and more companies search for new and innovative ways to make their customer success teams stand out. This is why you must choose wisely your…

The warning signs were there the entire time but no one noticed. No one noticed that your highly-valued customer was on his way out. And when he told you that he was leaving, you were blind sighted. Avoid being blind sighted again. As a SaaS provider, there are a number of easy-to-recognize factors that strongly…

Once upon a time there were three little customers. The first customer bought a SaaS product that had poor customer service experience. The second customer bought a SaaS product that had a very good customer service experience, but it wasn’t fitted to his needs. The third customer bought a SaaS product from a company that…