Lessons Learned by Fortune 500 Enterprises who Have Suffered High Customer Attrition Rate

High Customer Attrition Rate is every CEO’s worst nightmare. Rampant customer attrition has been the kiss of death for so many companies. However, a bad situation can be remedied (or preemptively avoided!) by learning from the mistakes of some of the companies who have been hit the hardest by customer attrition. Microsoft vs. Mac If

The Anatomy of a Connected Customer

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”

6 Customer Onboarding Mistakes to Steer Clear of

Acquiring a customer and then providing less than great onboarding, is like scaling a wall only to jump back down once you’ve reached the top. In the era of ever-growing customer expectations, unattended customers will wander off to the competition if onboarding is slow or tedious. To get over the wall, you’ll need to onboard

[INFOGRAPHIC] – Will Customer Success Managers Make More Money in 2016?

I found this great infographic we can all benefit from, which presents a salary survey and some insights on the state of the profession, which has become an inseparable part of any serious company’s culture. Nowadays, CEOs of a company who want to succeed, know they need to develop a customer-centric attitude, and put an

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

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,