Servicing Customers In Today’s Climate
I was recently invited to engage in a webinar with Sandler. I am particularly passionate about the topic of discussion: How to Succeed at Customer Success Conversations in an Evolving Landscape and decided to continue the conversation here. How do we continue to guide our clients and engage them when they, themselves are operating with so much uncertainty? […]
Read MoreWhat’s Next for Customer Success? Scale!
I just love the New Year. We survived the holidays, and now we’re off to the races with a fresh start at the year. It’s also the time that we all make predictions on what the year will bring. I’d be remiss if I didn’t try my hand at it as well. So, what […]
Read MoreWho Should Own Customer Retention?
I think we can all agree that Customer Success’ mantra is to drive customer retention. But is the Customer Success team fully equipped to own and drive customer retention? Who actually owns customer retention, anyway? My take on the answer is nobody “owns” retention. Why? Because everyone owns it. Retention depends on contributions from […]
Read MoreIs Your Land and Expand Strategy Working? 4 Quick Fixes
For many companies in the SaaS space, the strategy is to take a “Land and Expand” approach to growing revenue. The premise of the strategy is to “land” the customer (sometimes for a lesser price or a lesser product, or fewer seats), with the intention of “expanding” that customer in the future through upsell or […]
Read MoreLet’s Get Engaged!
Let’s get engaged! It sounds like I’m proposing to you, doesn’t it? No need to get cold feet, it’s not that kind of proposal. The proposal that I’m making IS about getting engaged, though. With your customers, across multiple channels.
Read MoreCustomer Success Hacks: 3 Tips for Providing More Value Today
When an executive-type says, “we need provide more value to our customers,” my ADD side drifts to that episode of Star Trek where Scotty says “we’re givin’ all she’s got, Jim!” The issue is that “providing value” is a nebulous term at best. It can mean many things; frankly, I’m not sure that people even […]
Read MoreYour Customer Success Managers Are Not Superheroes
Is it just me, or does it seem that Customer Success Managers are commonly associated with superheroes, Jedis, ninjas or some other mythical beings that are supposed to swoop in to save you from churn and fix all of your customer problems? Does your company think of the CSM team as “heroes”? If so, it’s […]
Read MoreCan You Love Every Customer the Same?
A frequent byproduct of growth is that your customer base becomes more diverse. In many cases, you start signing up much larger customers. That’s good, right? Yes and no.
Read MoreThe Process of Customer Segmentation
Segmentation (aka “tiering”) of a customer base involves classifying each account into a tier to aid in the definition of the services that will be provided to each tier. Performing the tiering process will enable you to define the level of investment per client segment and scale your team with out spending precious capital […]
Read MoreHow Should Your Customer Success Team Service the Long Tail?
Traditionally, tier 3 is the Long Tail of a B2B vendor’s customer base. Long Tail customers are valuable because they comprise a large percentage of revenue and represent a large pool of customers who can grow into much, much bigger ones in time. It is absolutely worth the cost and the effort to set up a […]
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