With the dawn of the subscription software economy, Customer Success (CS) is still a relatively new field, and how it’s being defined and measured across companies varies greatly. After launching and developing Customer Success teams at three different companies, I have learned what it takes to build a successful team. The most important qualities of…
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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…
Getting Onboarding Right: Putting in Place the Foundation for Customer Success
Last week, the 2016 Customer Success Summit took place in San Francisco, getting customer success experts from all across the country under one roof, sharing insights and ideas. One of the most memorable talks at the conference during the Breakout Session was led by Emilia D’Anzica, VP of Customer Engagement at WalkMe. D’Anzica, a Totango…
Customer Success Best Reads of The Month
Time has arrived for our monthly customer success roundup for February. We have an amazing collection of articles lined up for you, with great tips on: How to utilize customer success stories for branding and marketing; how to use customer success staff to improve the company’s ROI; A new trend in the customer success world…
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.…
7 Proven Customer Retention Strategies
The sales cycle is more demanding than ever – customer expectations are “through the roof” and they aren’t afraid to leave at a moment’s notice. This is especially the case in the software business, where software is increasingly shifting to the cloud. And because life-time customer value is so valuable, you can’t afford a decrease…
5 Tried and Tested Tools to Improve Enterprise Software Onboarding & Adoption
* This article is part of a White Paper called “The Most Powerful Practices to Guarantee Customer Success in Enterprise Business Software.” Customer success is evaluated in two stages: On-boarding and adoption. On-boarding creates the first impression and adoption is ‘key’ to generating desired results. The following list is a comprehensive compilation of software…