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…
Categories: Customer Success
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”…
The Best of the Best – My Weekly Round-Up
After the first 2 weeks of 2016, many of us are already giving up on some of our new years’ resolutions. Maybe it’s too cold to wake up for gym, or that extra bite of cake is just too tempting; but here is my message for you all: Don’t let your customer success resolutions fall…
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…
5 Customer Success Must-Reads This Week
In order to start 2016 with a bang, a customer success manager needs to be alert to the latest trends, upcoming conferences, and even the salary prediction for the upcoming year. This weekly roundup has all of the above and more, with 5 articles you have to read. Putting the “Customer” Back into CRM…
[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…
I was Born to Make You Happy
With Black Friday behind us and the holiday season on the horizon, I believe now is the perfect time to talk about the benefits of proper implementation of customer success in your company. Unlike other departments, such as sales or support, customer success is never alone. It is much like dancing tango (or perhaps square…
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,…